137. Client Experience Series: Confirming & Nurturing The Booking
One of the most overlooked parts of the client experience actually happens after they say yes to the proposal. In this episode, Robin and Jennifer break down what to do the moment a client gives the green light. From confirming bookings and managing approvals to protecting your business and setting up a strong nurture sequence, they share how to create a smooth, streamlined journey all the way to departure day. You’ll hear how they built a system that blends automation with personalization, so clients feel genuinely cared for without you being glued to your inbox. They also discuss must-dos like travel insurance education, real-time communication with DMCs, and the importance of structured workflows and documentation. Whether you're refining your backend systems or elevating your client touchpoints, this episode is packed with strategies to keep clients informed, excited, and ready to book with you again!
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Today we will cover:
- (01:55) The client approval process: balancing flexibility with urgency
- (12:40) Travel insurance: how to educate and inform your clients
- (21:00) Best practices for secure deposits
- (27:30) What to include in a strong booking confirmation email
- (32:20) Managing client approvals and setting clear expectations
- (36:40) Creating structured workflows for smoother operations
- (46:30) Final thoughts on keeping clients happy from “yes” to takeoff
Also mentioned in the episode:
- Client Communication Templates
- Episode 53. Demystifying Selling Travel Insurance with Susan Barbanel
- Episode 99. Creating Invoices That Protect Your Business
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