Brad Seitz @ Topaz

Verification that your travel program is working

In my last post, I spoke about people blindly following other people and getting hit by cars.  This was the lead in to this post about travel managers and buyers blindly trusting everyone and creating a poorly run travel program.  There are a lot of followers in the world that do not adhere to the the ideal "be a leader, not a follower".

So as you are creating your program, remember that you need to measure and verify that your pollicy, your agreements, and your philosophy is being used and adhered to.  Simple to say, hard to do.  So lets give you a list:

a) Are your negotiated hotel rates loaded correctly so they can be booked by your travelers?

b) Are you negotiated airline rates calcuating your discounts correctly either via your traditional TMC or an online TMC?

c) Do your travelers obtain and travel on the lowest airfares within the parameters of your policy?

d) Are your travelers using your travel program or are they going outside of the game?

e) Do your travelers use the corporate card or are they using a personal card to get other benefits?

Now, these are just a few of the things that do not work unless you measure and verify the performance of your travel program and only if you are a leader and not a follower.  Try and not get hit by that car!

People and the Power of Pursuasion

I was in New York City recently for a industry event.  When I am in the Big Apple, it takes me back to my days as a young boy who used to venture into the city via the Metro North train to see a Ranger game, or maybe just view the tree at Rockefeller Center.  I did escape once again on this trip to Carnegie Deli, the famous Jewish Deli.  But this is not about food or events.  This is about people walking.

You see, New York City is one big grid, with lights at every intersection, and every one of them synchronized.  So whether you drive at the right pace or walk at the right pace, you can make all these lights, and keep the pace going.  In addition, whether it says walk or don't walk, there is a way to know how to possibly sneak across even if it says do not walk.

And this is where the story gets to the point.  I am walking the streets of NY and I know how the game works.  The problem with NY today is it is overrun with visitors and tourists.  As such, I frequently heard loud car horns behind me when I walked against the lights.  But honestly, I needed to focus on the next light ahead of me.  What was happening back there?

Then it happened in front of me.  You see, I am not the only guy in New York that does this - in fact, most natives know it and do the walk this way.  So I was sitting at a light, and a New Yorker took the leap against the light.  No big deal.  He knew what he was doing.

But a group of "out of towners" followed - not looking - assuming that if this person could walk, they could as well.  And they almost got smacked.  Horns blared, brakes screeched.  It was another close NY call.

And it made me think that as humans we sometimes follow without really knowing the truth.  Following blindly.  Not knowing if it is safe or even the right thing to do.  And what does this have to do with Corporate Travel?  Find out in my next post.....

When you mess up, it feels bad

Isn't that an understatement?  You travel 2,600 miles and you put hours and hours into something, and it just does not work.  You try to be funny - you try to give out good information - you try everything to make it right.  But you fail.  Flat out fail.  So what do you do?

Get up and try to make the next one better.

Yea, I gave myself a couple of days to let it sink in, and it did not feel good.  Ruined my weekend. 

So, my apologies.  I will never have a chance to make it better or to apologize in person, but I will effort to make each time better in the future.

New ways of doing things in travel

There are a lot changes in travel today.  For those of us that make a living in this space, I am sure this does not come as a surprise to anyone.  But the real changes are those yet to come - those that no one has figured out yet.

a) What is the best way to buy an airline ticket from a customer perspective?

b) When will taxes on travel become so outrageous that we scream out no more?

c) How will travel be linked together - frequent flyer info / computer / PDA / other?

d) Can we ever hope to fly without using fossil fuels?

e) Shouldn't conference services be shared to maximize usage?

d) Is there a long term effect on our environment resulting in less travel?

I am sure you have your thoughts and ideas about the subject - what concerns you about the future of travel on our small planet?

I Marvel at the Resistance

I hear more often than I should about irate and irrational behaviors on calls with our clients.  Now, these are never comments from our clients - they understand and respect us and what we do.  Rather, there many TMC's out there that just do not get it.  And they make themselves sound immature the minute they open their mouths.

Now, before I get in trouble, I will say not all travel agencies are created equal.  There are many out there that are respectful and professional - and I constantly refer them to my clients.  The others, well they just do not get it.  Let me share some facts:

a) We are not out to get you.

b) We are out to improve you and your processes.

c) One month does not make a valid assessment - your travelers do not book all their trips in one month?

d) If you throw people at your reservations by looking them over before queuing them to Topaz, then you are cheating.

e) A self evaluation is not the same as someone else doing it.

So next time you get on a call with us, remember this:  being professional goes a long way.