FOLLOWING ARE ANSWERS from Leisure Group Travel readers who responded to the questions: In crafting itineraries, what do you add at little or no cost that makes a big difference in satisfying customers? Are there hidden extras, surprises, even gifts that provide icing on the cake and bring smiles to passengers’ faces? To add value and that extra little sur- prise, I give some gift from our bank with each trip— an umbrella, bag, deck of cards. Their value is in relation to the cost of the trip. For our Australia trip and Alaskan cruise, I gave every- one very nice rain jackets that they all loved. Plus we could always find each other with our yellow hoods. As an- other little value, I always carry a cooler with water under the bus. It is much appreciated, and I serve goodies like granola bars, homemade Rice Krispie bars or trail mix. Ellen Borkenhagen Top of the Hill Club Director Profinium Financial, Inc. Fairmont, MN On a recent tour to New Orleans, after dinner at the New Orleans School of Cooking, I gave each customer a cook- book autographed by the author or a bottle of seasoning as a surprise. I also included a mint julep or lemonade at Oak Alley Plantation. On the same tour, I included a Backbeat Tour of Memphis as a “mystery” the last morn- ing of the tour. Any extras add excitement and that feeling of receiving something “special.” Jane Julian Jane’s Journeys West Frankfort, IL As a New England receptive operator, we have been including festive “tour hats” for all passengers on our specialty themed tours. Such as lobster hats for our “Maine Lighthouses & Lobsters” coastal tour and moose hats for our “Maine Moosin’ Tour,” which features a moose watch excursion in Rangeley. On our “Leaves and Locomotives” tour of New Hampshire and Maine during the fall foliage season, each passenger receives a souvenir engineer’s cap. Donna Hanson, VP of Fun The Maine Tour Connection South Portland, ME What our travelers to New York City appreciate are the free admission vouch- ers that we provide to some of the most popular attractions. They get a choice of admission to the Empire State Build- ing Observatory, Museum of the City of New York or a harbor cruise with New York Water Taxi. Additionally, on the record ❖ LeisureGroupTravel.com June 2010 13 Little Extras Make a Big Difference ELLEN BORKENHAGEN JOEL COHEN JANE JULIAN they get a choice of free admission to the American Museum of Natural History, Metropolitan Museum of Art or Top of the Rock Observation Deck. These admission choices are free for every person; they are not a “buy one get one free” offer, nor do they have any strings attached. The free admissions are worth up to $40 per person. Joel Cohen Vice President New York City Vacation Packages Kingston, PA Our company’s favorite value-added extras include: A free travel tote bag, sling pack or backpack (as appropriate for age group); beverages and snacks available on board the coach through- out the trip; a welcome card and special snack that is sent ahead and placed in their hotel room for when they arrive. (And if they change rooms five times, they get five welcomes!) “Secret” stops along the way vary from a surprise stop at an attraction to a bonus free meal during the trip. Lena Mulcahy Entourage Management Bowling Green, KY
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Transcript
FOLLOWING ARE ANSWERS from Leisure Group Travel readers whoresponded to the questions: In craftingitineraries, what do you add at little orno cost that makes a big difference in satisfying customers? Are there hidden extras, surprises, even gifts that provideicing on the cake and bring smiles to passengers’ faces?
To add value and that extra little sur-prise, I give some gift from our bankwith each trip— an umbrella, bag,deck of cards. Their value is in relationto the cost of the trip. For our Australiatrip and Alaskan cruise, I gave every-one very nice rain jackets that they allloved. Plus we could always find eachother with our yellow hoods. As an-other little value, I always carry a coolerwith water under the bus. It is muchappreciated, and I serve goodies likegranola bars, homemade Rice Krispiebars or trail mix.
Ellen Borkenhagen Top of the Hill Club Director
Profinium Financial, Inc.Fairmont, MN
On a recent tour to New Orleans, afterdinner at the New Orleans School ofCooking, I gave each customer a cook-book autographed by the author or abottle of seasoning as a surprise. I alsoincluded a mint julep or lemonade atOak Alley Plantation. On the sametour, I included a Backbeat Tour ofMemphis as a “mystery” the last morn-ing of the tour.
Any extras add excitement and that
feeling of receiving something “special.” Jane Julian
Jane’s JourneysWest Frankfort, IL
As a New England receptive operator,we have been including festive “tourhats” for all passengers on our specialtythemed tours. Such as lobster hats forour “Maine Lighthouses & Lobsters”coastal tour and moose hats for our“Maine Moosin’ Tour,” which features a moose watch excursion in Rangeley. On our “Leaves and Locomotives” tourof New Hampshire and Maine duringthe fall foliage season, each passengerreceives a souvenir engineer’s cap.
Donna Hanson, VP of FunThe Maine Tour Connection
South Portland, ME
What our travelers to New York Cityappreciate are the free admission vouch-ers that we provide to some of the mostpopular attractions. They get a choiceof admission to the Empire State Build-ing Observatory, Museum of the Cityof New York or a harbor cruise withNew York Water Taxi. Additionally,
on the record �
LeisureGroupTravel.com June 2010 13
Little Extras Make a Big Difference
ELLEN BORKENHAGEN JOEL COHEN JANE JULIAN
they get a choice of free admission tothe American Museum of Natural History, Metropolitan Museum of Artor Top of the Rock Observation Deck.These admission choices are free forevery person; they are not a “buy oneget one free” offer, nor do they have anystrings attached. The free admissionsare worth up to $40 per person.
Joel Cohen Vice President
New York City Vacation PackagesKingston, PA
Our company’s favorite value-added extras include: A free travel tote bag,sling pack or backpack (as appropriatefor age group); beverages and snacksavailable on board the coach through-out the trip; a welcome card and specialsnack that is sent ahead and placed intheir hotel room for when they arrive.(And if they change rooms five times,they get five welcomes!) “Secret” stopsalong the way vary from a surprise stopat an attraction to a bonus free mealduring the trip.
Lena Mulcahy Entourage Management
Bowling Green, KY
Presently I am hosting our group on a Rhine River cruise. The smoochies or the unexpected surprises really make thedifference out on tour. Each night in our travelers’ cabins,they receive a written description of what they are going to seethe next day as well as a very small chocolate or item of thelocal region on their pillow. As we all are saying good night, I can feel the excitement over what their treat will be whenthey return to their cabin. Sometimes we give them a recipeon a local delight or a poem. It really does not have to be ex-pensive, just one last thought before they close their eyes. The difference is in the details.
Mary Stachnik, Co-OwnerMayflower Tours
Downers Grove, IL
I always add in a small amount for the extras – an ice creamcone at DQ or a special place in a city. Sometimes I stop at arest area and provide snacks. Watermelon is a favorite, alsocarrots and celery sticks, cookies and peanut butter and crack-ers. I provide water and soda as well. I also take along gifts for
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14 June 2010 LeisureGroupTravel.com
games. However, many times we don’thave the time to play a game, so I giveeveryone a ticket and draw for prizes. I like to get such things as food itemsthey can consume, not things to takehome and throw in a drawer. Also sea-sonal items.
Jeanne Sleeth Classic Club Officer
Empire BankSpringfield, MO
I try to plan rest stops and lunch stops that include something extra. For example, we made a rest stop at St. Joseph’s Pony Express—it only tookabout 30 minutes to tour and theyhave restrooms. That gives everyone anice stretch and something interestingto break up the long ride. They take
just as long if we stop at a truck stop,using facilities, stretching and purchas-ing snacks. We also made a rest stop at Dodge City, where we stopped at the visitors center and timed it so theywould be able to see the gunfight out-side. Also, I try to incorporate lunchstops that may include shopping orbrowsing, such as Cracker Barrel andCasey Jones Old Country Store.
Cindy D. Mosley, DirectorPBNB Crown Club
Pine Bluff National BankPine Bluff, AR
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