CBTGCBTGMAY 12-13, 2011MAY 12-13, 2011

GEN Y ANDGEN Y AND

VIRTUAL EMPLOYEESVIRTUAL EMPLOYEES

Behold the next generation travel agent

• The new travel agent is slightly different from the travel agent you know and love and have hired in the past.The new travel agent is slightly different from the travel agent you know and love and have hired in the past.• For the most part you have not yet lived through the ups and downs of the travel trade with this next-gen travel agent and to create a For the most part you have not yet lived through the ups and downs of the travel trade with this next-gen travel agent and to create a

relationship that works ‐ you will have to learn their ways.relationship that works ‐ you will have to learn their ways.• • She (and, obviously, quite conceivably a “he”) will be a 20-something new kid on the block and she may be someone who does business in a She (and, obviously, quite conceivably a “he”) will be a 20-something new kid on the block and she may be someone who does business in a

way you do not understand.way you do not understand.• You will need to be trained in virtual staff management and coaching because the next-gen travel agent is mobile and can think, tell and sell You will need to be trained in virtual staff management and coaching because the next-gen travel agent is mobile and can think, tell and sell

as she travels about town or travels the world. She will not settle for less than a high 5 figure income.as she travels about town or travels the world. She will not settle for less than a high 5 figure income.• This new travel agent, the next-gen travel agent will be super savvy when it comes to using technology, she will be wired into everything, This new travel agent, the next-gen travel agent will be super savvy when it comes to using technology, she will be wired into everything,

maintain a mobile office, a virtual presence and a business format that uses the cloud for all accounting, filing and general backroom systems.maintain a mobile office, a virtual presence and a business format that uses the cloud for all accounting, filing and general backroom systems.• She will be able to book anything to anywhere from anywhere. She will communicate with her clients who share the same techno travel She will be able to book anything to anywhere from anywhere. She will communicate with her clients who share the same techno travel

lifestyle through all forms of social media. She will sell visually via her own iPhone App that she created called Me.lifestyle through all forms of social media. She will sell visually via her own iPhone App that she created called Me.• She will offer her personal ring tone to her clients who will know, when they hear that sound, that it’s time to travel. She will know which She will offer her personal ring tone to her clients who will know, when they hear that sound, that it’s time to travel. She will know which

hotels offer large screen TV’s, high speed everything, laptops, iPads and the comforts that next-gen travelers want and need.hotels offer large screen TV’s, high speed everything, laptops, iPads and the comforts that next-gen travelers want and need.• She will engage her clients with barcode marketing schemes. She will upload her Me travel videos to keep her customers visually connected She will engage her clients with barcode marketing schemes. She will upload her Me travel videos to keep her customers visually connected

and informed via her branded personal channel on YouTube.and informed via her branded personal channel on YouTube.• She will talk on camera to describe what she is looking at right now and invite her customers to fly‐in for the week to share the experience. She will talk on camera to describe what she is looking at right now and invite her customers to fly‐in for the week to share the experience.

Back home she will meet in a coffee shop or anywhere with a white wall and with her palm sized projector show her recent travels to a small Back home she will meet in a coffee shop or anywhere with a white wall and with her palm sized projector show her recent travels to a small group of clients.group of clients.

• She will connect to ViVu via Skype and talk to 100 customers via live video feed. She will transmit live from her ocean view room using She will connect to ViVu via Skype and talk to 100 customers via live video feed. She will transmit live from her ocean view room using uStream. Her customers can get her latest newsfeeds, blogs, newsletters with one click.uStream. Her customers can get her latest newsfeeds, blogs, newsletters with one click.

• She will build her business through Facebook, Tweeted and re-Tweeted referrals. She is LinkedIn to her corporate accounts, frequent She will build her business through Facebook, Tweeted and re-Tweeted referrals. She is LinkedIn to her corporate accounts, frequent travelers and high end vacationers. She understands the value of viral and always creates the book‐now buzz that her clients are happy to travelers and high end vacationers. She understands the value of viral and always creates the book‐now buzz that her clients are happy to forward.forward.

• Why?Why?• Because she is exciting! She reads quality online magazines and continues her education gaining trade and specialty certifications and Because she is exciting! She reads quality online magazines and continues her education gaining trade and specialty certifications and

designations.designations.• She supports various trade associations and is a stickler for human rights, staying green and protecting the planet – her main source of She supports various trade associations and is a stickler for human rights, staying green and protecting the planet – her main source of

revenue.revenue.• She is next-gen travel agent – your next hire! Your next partner. Your next home based/mobile agent. Your next New Business Generator.She is next-gen travel agent – your next hire! Your next partner. Your next home based/mobile agent. Your next New Business Generator.• NB:NB: This is a guest article by Steve Crowhurst, author and trainer at SMP Training. This is a guest article by Steve Crowhurst, author and trainer at SMP Training.

This is a guest article by Steve Crowhurst, author and trainer at SMP Training. This is a guest article by Steve Crowhurst, author and trainer at SMP Training.

SURVEY RESULTSSURVEY RESULTS

• PERCENTAGES TABULATED FROM PERCENTAGES TABULATED FROM 22 TOTAL RESPOSNES22 TOTAL RESPOSNES

• ALL PERCENTAGES WERE ALL PERCENTAGES WERE ROUNDED DOWNROUNDED DOWN

WHAT IS YOUR CRITERIA FOR AN WHAT IS YOUR CRITERIA FOR AN EXISITING (IN OFFICE) EMPLOYEE TO EXISITING (IN OFFICE) EMPLOYEE TO

WORK VIRTUAL?WORK VIRTUAL?• 33% - Commute to work must be outside 33% - Commute to work must be outside

specified number of milesspecified number of miles

• 23% - Mention that all virtual employees must be 23% - Mention that all virtual employees must be an existing employeean existing employee

• 19% - Must have proper work environment and 19% - Must have proper work environment and conditions at homeconditions at home

WHAT IS YOUR CRITERIA FOR NEW HIRES WHAT IS YOUR CRITERIA FOR NEW HIRES TO WORK VIRTUAL? DO YOU HIRE WITH TO WORK VIRTUAL? DO YOU HIRE WITH

PHONE INTERVIEW OR DO YOU REQUIRE AN PHONE INTERVIEW OR DO YOU REQUIRE AN IN OFFICE INTERIVEW/TESTING?IN OFFICE INTERIVEW/TESTING?

• 61% - must have face-to-face interview61% - must have face-to-face interview

• 38% - Require in office interview or testing38% - Require in office interview or testing

ARE YOU LOOKING AT NEW TOOLS TO ARE YOU LOOKING AT NEW TOOLS TO ACCOMMODATE THE INEXPERIENCED ACCOMMODATE THE INEXPERIENCED

AGENT? WHAT ARE THEY?AGENT? WHAT ARE THEY?

• 52% - No52% - No

• 19% - Only hire experienced agents19% - Only hire experienced agents

• Tools Mentioned: GDS Desktop, training classes, Tools Mentioned: GDS Desktop, training classes, online training programs, Travelport and online training programs, Travelport and Amadeus Desktop PortalsAmadeus Desktop Portals

WHAT SERVICES DO YOU REIMBURSE WHAT SERVICES DO YOU REIMBURSE VIRTUAL EMPLOYEES?VIRTUAL EMPLOYEES?

• 42% - Company pays for internet service42% - Company pays for internet service

• 19% - Employees pays for internet service19% - Employees pays for internet service

• 19% - Company supplies computer19% - Company supplies computer

• 33% - Company supplies phone33% - Company supplies phone

DO YOU REQUIRE VIRTUAL EMPLOYEES TO DO YOU REQUIRE VIRTUAL EMPLOYEES TO ATTEND OFFICE MEETINGS? IF SO, IS ATTEND OFFICE MEETINGS? IF SO, IS

PHYSICAL ATTENDANCE REQUIRED OR CAN PHYSICAL ATTENDANCE REQUIRED OR CAN ATTENDANCE BE BY PHONE, WEBINAR OR ATTENDANCE BE BY PHONE, WEBINAR OR

SKYPE?SKYPE?

• 47% - Occasional physical attendance 47% - Occasional physical attendance requiredrequired

• 28% - No physical attendance required28% - No physical attendance required

DO YOU HAVE A VOIP PHONE SYSTEM? DO YOU HAVE A VOIP PHONE SYSTEM? WHAT HAPPENS IF THE INTERNET OR WHAT HAPPENS IF THE INTERNET OR

COMPUTERS GO DOWN?COMPUTERS GO DOWN?

• 57% - Yes, we have VOIP57% - Yes, we have VOIP

• 19% - Calls are transferred or covered by others 19% - Calls are transferred or covered by others in outagein outage

• 9% - 9% - WE PANIC!!!!WE PANIC!!!!

HOW DO YOU KEEP COMPANY HOW DO YOU KEEP COMPANY CULTURE ALIVE WITHOUT PEER CULTURE ALIVE WITHOUT PEER

CONTACT?CONTACT?

• 42% - Office visits42% - Office visits

• 33% - Phone Meetings33% - Phone Meetings

• 23% - Use of instant messaging23% - Use of instant messaging

HOW DO YOU MONITOR VIRTUAL HOW DO YOU MONITOR VIRTUAL EMPLOYEES FOR PERFORMANCE?EMPLOYEES FOR PERFORMANCE?

• 61% - Phone monitoring/reports61% - Phone monitoring/reports

• 71% - Transaction/Sales data71% - Transaction/Sales data

• 19% - Customer feedback19% - Customer feedback

WHAT ARE THE RULES FOR A WHAT ARE THE RULES FOR A VIRTUAL EMPLOYEE? VIRTUAL EMPLOYEE?

• 57% - No written policy or same as other 57% - No written policy or same as other employeesemployees

• 23% - Have written policy (handouts)23% - Have written policy (handouts)

WHOSE COMPUTER DO THEY USE? IF IT’S A WHOSE COMPUTER DO THEY USE? IF IT’S A COMPANY COMPUTER DO YOU HAVE THEM COMPANY COMPUTER DO YOU HAVE THEM

SIGN FOR THE EQUIPMENT? WHO PAYS SIGN FOR THE EQUIPMENT? WHO PAYS THE INTERNET SERVICE?THE INTERNET SERVICE?

• 33% - Company computer33% - Company computer

• 33% - Employee computer33% - Employee computer

• 28% - Employee must sign for equipment28% - Employee must sign for equipment

• 28% - Company pays for internet service28% - Company pays for internet service

• 19% - Employee pays for internet service19% - Employee pays for internet service

WHERE DO WE GET OUR WHERE DO WE GET OUR FUTURE AGENTS?????FUTURE AGENTS?????