In a lot of ways, the world around us continues to move at an incredible pace, often leaving our plates fuller than ever while being challenged to evolve and keep up—or else. Within the chaos and commotion of trying to stay on pace with what's next, sometimes the fundamentals of doing something truly well can fall to the wayside. One area that still deserves your undivided attention and effort? Customer service.

Let's revisit some points of customer service etiquette that are always worth the extra emphasis.

TIMELINESS IS TRULY TIMELESS.
Whether it's responding to an email, meeting a deadline, or pulling together a quote, replying in a reasonable time window should always be a priority. Of course, life happens, and sometimes your original timeline isn't always feasible. Should that be that case, communicate that! Even just extending a note of acknowledgement that you're running behind goes a long way.

FOCUS ON WHAT'S POSSIBLE—NOT WHAT'S OUT OF REACH.
Your baseline should always be approaching a situation from the perspective of what's possible vs. what's not. If a client comes to you with a request that is outside of what you've done in the past, rather than poo-pooing the idea immediately, consider the possibilities! Can you make it happen? If not, can an alternative with a similar outcome be achieved? Remember to stay creative and flexible—it's often in those realms that innovation blossoms.

KEEP YOUR COOL AND CHUG ALONG.
Much like life itself, stressful situations will often arise when working with colleagues, industry partners or clients. Don't let a moment of frustration or overwhelm manifest itself in your decision making or communication. Do your best to navigate things in the moment, and then reflect on what made the situation stressful in the first place. Is there a way to mitigate that level of intensity in the future?

LISTEN CAREFULLY AND ACTIVELY.
Not enough can be said for remembering the little details of a conversation. As you build your relationships with clients or colleagues, be present and truly listen to what's being shared. Whether it's a bucket list item they've got their heart set on for an upcoming itinerary or simply details about life and family, people feel valued when these finer details are acknowledged and rehashed.

GRACE, TACT AND SELF-AWARENESS ARE NEVER OUT OF STYLE.
Don't come out of the gate too hot! If a previously discussed agreement or desired outcome gets lost in translation somewhere along the way, rather than spouting off what you really want to say ("Hey! That's SO not at all what we talked about. What the heck?!"), take a moment to breathe and think a bit deeper. Formulating a statement that might land a little softer—while still getting your point across and addressing the issue—is bound to be much more effective and well received.

BEING BUSY ISN'T AN EXCUSE FOR GHOSTING.
Yes, there never seems to be enough time to do all the things we need (and want) to do. However, that doesn't mean it's appropriate to ghost anyone. Not only is it bad business, it's also, simply put, rude. Having a sales discussion that doesn't seem to be going anywhere? Be honest! Don't have the bandwidth to participate or contribute your expertise to something extra? Be honest! People won't forget those who wasted their time or strung them along.

Written by Sarah Suydam, Managing Editor for Groups Today.

This article originally appeared in the Jul/Aug '25 issue of Groups Today.

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Prior to 2020, many of us had long-existing industry contacts with whom we'd built strong relationships over the course of several years, perhaps even decades.

We were always growing, of course, but these thriving connections were not only a benefit to the jobs we do each day, but were downright enjoyable to have!

Fast forward to today, and it's a whole other story. Unfortunately, the pandemic flipped the world upside down, with many folks opting for an early retirement, job change with another company or leaving the industry entirely. It wouldn't be untrue to say that for many of us, it felt like starting from the ground up all over again. And at the same time, an influx of industry newcomers are now eager to dive in.

For those looking for insight into building industry relationships in today's world, we caught up with Jim Coggin, Tourism Sales Manager for Virginia Beach CVB, and Benjamin Maddy, Brand Ambassador for The Fireman Hospitality Group.

NETWORKING WITH SUPPLIERS TODAY
According to Coggin, there's one thing that hasn't changed: Being clear and concise in your communications when reaching out.

"[Prioritize] effective communication so you have a clear understanding of everyone's needs," Coggin explained. "Deliver results that exceed expectations. When you say you're going to do something ... do it!"

Maddy recommends following up often and staying in communication.

"Make sure to communicate on a regular basis, and don't wait to share new information or new things coming soon until the annual conference!" Maddy said, advising that when trade show season does come around, to research the companies and organizations you're meeting with and come to your appointments prepared with ideas. "People always remember when you go above and beyond!"

It's also wise to be flexible and share your needs with suppliers and if you have any new itinerary ideas to see where gaps can be filled. You never know what opportunities are ready for groups to enjoy if you don't have those conversations!

COMMON MISTAKES TO AVOID
While nobody is intentionally trying to tank their industry relationships, there are some all too common mistakes a professional like Coggin sees time and again:

• Not having a clear understanding of your audience—always do your homework.
• Looking at networking as a chore instead of using it to build relationships.
• Not following up with people you've met at a networking event.

BE MINDFUL OF COMMUNICATION DIFFERENCES
It's important to acknowledge the intersection of suppliers and operators/advisors networking and connecting with generations other than their own.

"Everyone has their own preferred method of communication, whether it's via phone, email, text, etc.," Maddy said, recommending that those who are unsure simply ask any parties involved what their preferences are! Consider making note of this preference on your end, and also being open about your own communication style.

For some, face-to-face meetings are still a must, while others don't find them necessary. Some folks like physical materials to refer to, while others find digital materials to be easiest. Whatever it may be, respect everyone's decisions and be considerate and flexible in your communications.

"Meet and connect with people outside of your generation—you'll be surprised at what you learn!" Coggin said, sharing one final tip everyone can use, no matter their level of industry experience.

"The key to any strong and lasting professional relationship is trust; people like to do business with people they trust."

Written by Sarah Suydam, Managing Editor for Groups Today.

This article originally appeared in the Sept/Oct '24 issue of Groups Today.

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Since the beginning of 2025, it hasn't been uncommon to hear travelers broaching the discussion of aviation safety, as an apparent increase of close calls and unfortunate collisions and fatal accidents have been making headlines.

As of this article's writing, the National Transportation Safety Board has documented 19 U.S. aviation incidents in which at least 106 people have died. And while statistically flying is still considered one of the safest modes of transportation, it's not surprising if travelers come to tour operators and advisors looking for reassurance, especially as approximately 400 Federal Aviation Administration employees had their jobs eliminated in February.

According to Jeff Ment, Managing Partner of Ment Law Group, while there's heightened media attention on aviation incidents, this doesn't reflect a significant decrease in travel demand or safety.

"The topic is really captured in the media right now, because it's front and center after the terrible Washington, DC disaster," Ment said, noting that planes rarely have fatal incidents. "I think if we take a step back and just look at aviation over the past year or two or five, not one single person could find and point to a safer mode of transport."

Ment, who has decades of experience in counseling travel companies, from operators to vendors and trade associations, explained that he's thankfully not seeing a lot of travel companies having issues with people hesitating to travel via commercial airlines.

"There are people who have a fear of flying, but they had that fear before, and they still have it now," Ment shared, noting those folks might do better to seek out alternative modes of transport on their own such as trains and motorcoaches. "Group travel planners have to grin and bear it and just understand that there are a few people who are more easily arousable when it comes to the susceptibility of the possibility of being on an airplane that has an incident."

The best thing group travel planners can do if one of their travelers expresses concern? Offer calm reassurance.

"At any given point there are thousands of planes in the air at the same time," Ment said. "I think you say to people, 'Listen, you've been flying your whole life. Have you ever had a problem? No. Well, statistically, you will never have a problem.'"

Ment recommended group travel planners stand firm in their original plans should one of their travelers have a change of heart out of fear about their transportation.

"I wouldn't adjust anything. I would simply advise that they do their own research," he said. "There's nothing safer you could do [travel-wise] than get on this airplane. So I wouldn't rush and come up with alternative plans or talk about refunds or do anything like that. I truly think you can talk people through this."

While it's absolutely understandable for travelers to have a heightened awareness of these aviation crashes and incidents—and we should absolutely extend empathy to those who are concerned—there are some reassuring facts you can share to hopefully ease any anxiety:

• Multiple sources report that the average risk of an American being in a plane crash is about 1 in 11 million.
• The Eno Center for Transportation describes the U.S. Air Traffic Control system as one of the most sophisticated ATC systems in the world.
• The FAA requires both pilots and flight attendants to undergo regular training and simulations to prepare for emergencies.
• According to the National Weather Service, you're more likely to be struck by lightning than be in a plane crash.

Written by Sarah Suydam, Managing Editor for Groups Today.

This article originally appeared in the May/Jun '25 issue of Groups Today.

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