Beyond frustrated or why I hate Costco

Frustration.jpgOn Thursday a very nice young lady called the agency and said she had driven by and seen our sign and could someone help her with some questions she had about taking a cruise. Actually, the cruise wasn’t for her, it was for her 70+ year old Mom and Dad and two of their friends who would be visiting her this summer from Japan. They wanted to take a cruise-tour to Alaska and since she (nor they) had ever cruised, she wanted to come in and discuss it. I told her “we are here to help.

About two hours later she came in and we had a very nice talk. I found out a bunch of stuff about what her parents and their friends were looking for in the way of a cruise. I told her that I thought I had all the info I needed and that I would have some options for her before this weekend was over.

This morning she e-mailed me some additional comments and we went back and forth with questions and answers until she used that horrid word that I have learned to hate…Costco.

I have a huge love-hate relationship with Costco. I have been a member forever. We probably spend thousands of dollars there every year. We get all our gas there, we get most of our grocery staples, most of our meat, all our paper goods and a bunch of other stuff from them. Heck, my son has worked at Costco for almost 20 years. But when someone mentions them when talking about travel, it drives be nuts. Especially someone like this young woman.

Her question was typical, “I see that if I buy the cruise from Costco, they will give me a Costco gift card for $350. Can you match that with a discount?” The answer is no, we can’t. And we shouldn’t. Costco uses travel as a loss leader and another way to serve their membership. It’s the way Costco pretty much does everything. The prices are lower to us because they make much of their money selling memberships and they make a bunch more selling prime space in their stores to companies. You know that big line of products on the left when you go into a Costco? The companies that make those products pay Costco to be there. As well they should. It’s prime real estate and the fact that their product is there and not on a shelf in the back means they will sell a BUNCH of extra product.

But Costco should not be in the travel business. Not because they compete unfairly (which they do) but because the people you are dealing with when you buy travel from them don’t have a clue about what they are selling.

If you think about it, Costco people seldom have a clue about what they are selling  product-wise. My son is in the “Majors” department. That’s the one that sells TVs, computers, etc. He knows that stuff. He ought to after almost 20 years. But if you go into his department when he isn’t there, you might end up talking to a new employee that started last week about exactly which TV or computer you are going to buy. Now this if just fine if you know exactly what computer you want. If you know how much RAM, whether you want a traditional hard drive or an SSD or one of many decisions you need to make to buy a computer. If you are ready to make the purchase and have done all your research and you feel like you are an expert—buy it. But if you have no clue about computers, and if you are a smart buyer, you either wait until my son is there (LOL) or you go someplace that knows about computers.

This is even more true when it comes to cruises. If Costco wants to sell car rentals and flights and hotels, that’s fine. Those things really don’t have many variables, while cruises do. If you are going to rent a car, you rent a car. You know what a Ford or a Honda are. If you want to book a hotel and you see a Hyatt on an online website, then you pretty much know what you are getting (although a good travel agent would know about good restaurants and sights near a hotel that was just as nice.)

When you buy a cruise from Costco you are buying it either online or from someone on the phone. If online then you better know exactly what you want stateroom-wise, exactly which ports you want to go to, exactly what perks you are getting, which dining plan you want, etc. Cruises have hundred of variables. But if you don’t, you are in trouble. And this nice young lady who came in to buy her parents a cruise said exactly that, “I don’t know anything about cruises.” If she decides to buy one from Costco online, she will be in trouble.

Let’s say she decides to make a phone call and talk to someone instead of buying her travel online? Will she talk to someone who knows all about cruising? Probably not. In fact my guess is that she will probably talk to someone who has NEVER been on a cruise. Not one. Sure, they may have read some brochures or studied the websites of the cruise lines they sell but have they sailed 20+ times? No. They work in a big phone room (you can’t go to your local Costco and book a cruise—you can only do it online or on the phone), where the next person who calls gets the next employee who is free to answer.

Of course this means when you call back because you need to make a change or something is a problem, forget trying to deal with the first person you talked to (“Can’t I talk to Joe, I really liked him so much when I called last time.”), that person may not even work there any longer. If the turnover at the Costco travel phone room is anything like the turnover at your local Costco, who knows who you will be talking to and what their level of expertise is. And imagine that this nice ladies parents (who, according to what she told me, speak Japanese predominantly) have a problem in boarding or anywhere along their way and they try to call Costco for help. They will get connected to the next person who answers the phone. Then they will get to explain their problem all over again. If they book with us and there is a problem, they will call me. I will know their circumstances and I will deal with the situation. And if I am not here, Mark

I have written before about my friend Seth Wayne. Next to Rick Steves he is probably Seattle’s number one travel expert. When it comes to cruising he even knows more than Rick. Before Kathleen and I got into the travel business he pretty much did not use a travel agent. He and I had discussions about this and his feeling was that he knew more than 95% of the travel agents he had met. As his friend and someone who he discusses travel with a lot, I agree with him. But that isn’t true of all travel agents and he knows that. That’s why when he found a travel agent who knew as much as he did, he started trusting him with his travel instead of booking it all online. (That would be me.)

You see Seth could book online if he wanted to because he is an expert. He knows if he is going to book a cruise, exactly what he will get from a particular cruise line (after 65+ cruises he should) and he knows exactly what to ask for if he buys it online. I have a lot of friends like Seth because we travel and cruise so much. They know what they want, they could book their travel themselves. But they don’t anymore—I do. Because they know that besides knowing as much as they know about travel, I have the time to look at all kinds of options and catch things they might miss. Not because they don’t know those things but because they are so busy they would have missed them. Sometimes they catch things I miss and they call me and I get them what they caught.

This nice young lady who called me actually told me, “I don’t know anything about cruising.” Should she book online or with Costco? You tell me. Will her parents have a great cruise if she books online or with Costco? Maybe. Will it be as good a cruise as it would have been if I booked with my expertise and the combined expertise of my fellow agents in our office? Probably not. If they have a problem, will they have someone they have met face-to-face to stand up for them, to fix things, to make things right—NO!

When I started this rant, I thought this will help with my frustration but it hasn’t. I have e-mailed the young lady and told her we needed to talk before I did any options for her parents. I had to do this because after being burned recently by a prospective client who had me do hours of research to find just the right cruise for her husband and his father, they went off and bought it at Costco. That is crushing. And I have resolved to never do that again. So as soon as someone mentions the C word, I stop working altogether until I can have a discussion with them. That’s where I am now. I have tried to reach her to no avail and have left her messages and e-mails but have not heard back.

Too many people today know the price of everything and the value of nothing. —Ann Landers

You aren’t bothering me…really

IMG_4119Over the last few days I have been working with two different clients on two different trips. One has me looking for a Caribbean cruise, first for next Christmas and then when that proved way too expensive and hard to find, one in February of 2020. The other was looking for a short cruise to Cuba.

I did most of the planning by going back and forth with e-mails. They would ask questions, inquire about alternate cruises, ask about travel insurance, different types of staterooms and other types of questions. I would send replies with new options for them. In all, I would guess that I exchanged at least 10 long e-mails with each of these wonderful folks.

But the one thing that both of them had in common was that they started every e-mail by apologizing for asking for so many options, for so many changes. On almost every e-mail reply the first line was, “Sorry to be bothering you with this,” or “I hate to ask you about a different option.” I just want to make one thing clear…you aren’t bothering me.

I have had this happen before with close friends. One of my best traveling buddies asks me about airfare and always starts by saying, “only when you have time.” Another very close friend spends a lot of his time looking at travel arrangements to have me book them. When I ask why he did all the research he said, “I didn’t want to bother you.”

If I was bothered by people asking me to find out about different types of travel, I wouldn’t be doing this as my “funtirement” job if I didn’t love looking for travel. I am at a point in my life where I don’t really have to do this job. And I really do love it…most of the time.

Sometimes because I look so hard for different options, I find something truly important. As an example, in looking for the Cuba cruise for these clients I discovered that if they went to Cuba after March 18, the overnight cruises were much shorter than after. The March 18 cruise (and those before that one) have an overnight in Havana. They arrive at 8:00 am on day 1 and then don’t leave until 3:00 pm on day 2. After the March 18 cruise, they arrive at the same time but leave Havana at 6:00 am on day 2 so even though they get a full day and an evening on the island, they don’t get a second day.

We also looked at another cruise that did an entire day in Havana and then sailed away at 5:00 pm and then did an entire day on the south side of the island in Cienfuegos from 8:00 to 5:00. But I also read a lot of reviews by other travelers that had been there that one of the things they loved the most was the evening time in Havana and this cruise didn’t give them that. And I found other options. They ended up getting the exact cruise they wanted along with all the visas and travel insurance they need.

I loved finding that kind of stuff. Digging to find the best thing for the clients. See the smile on my face. You aren’t bothering me…really

I like bothering people and stirring things up. –Tim Daly

It’s all about the fun

adobestock_172983654The last few days in our office I realized why I am enjoying the travel business so much more this year than last year. This year it’s more fun. We have been doing this for a year and people know where we are and are coming in regularly. Comparing the last couple of days to the same time period last year reminded me that last year was all about training and learning and just getting started. Most days last year I felt I was in over my head. This year has been all about meeting new people and arranging their travel…and having fun!

Today for instance I got to meet another member of a bunch of wonderful women who range in age from 66 to 89 (I can mention their ages because I would NEVER mention their names)  who came in late last week to book a cruise for next October. I have now met five of them and loved every minute of helping them plan their cruise and the air arrangements to get there. Between their three visits to the office so far, I have made five new friends.

Then yesterday, another client (who is becoming a friend) called to ask if she could bring in her new Mac and have me help her find some info on Cruise Critic. Had a great time doing that. In the meantime, I booked cruises for the ladies, talked with the Royal Caribbean Business Development Manager (who is a GREAT guy) who came in to see our fearless leader. Found out some facts I needed to know for still another client about things for them to do that are…you guessed it—fun!

Then I finished up today by meeting two other client friends at Starbucks to talk about their South America cruise that they just returned from. They shared some great recommendations for any other traveler that comes in who is going in that direction.

And lastly, earlier this morning, when I was talking to our fearless leader we were discussing why we do this job. I told him that I know there are many reasons our travel consultants do this job but for me, it’s because every day…it’s fun. I have spent the last 37 years working in the publishing industry where the most common contact I had with customers/clients was when they had problems. When they were facing deadlines. It’s altogether different in travel. In travel, people are calling us because they want to go on vacation. They want to have fun. It’s one of the best jobs I have ever had…helping people have fun.

Even though you’re growing up, you should never stop having fun. –Nina Dobrev

Dealing with schedule changes

AdobeStock_84068264.jpgOne of the things that I have always had a huge problem with is schedule changes. Today I had an appointment with four wonderful women who want to take a cruise to Mexico next fall. Was really looking forward to meeting with them. But yesterday the leader of the ladies (so to speak) called to say she couldn’t meet due to a personal appointment she had forgotten. She asked if we could move the meeting to tomorrow (Tuesday) at the same time.

Only problem is that Tuesday is my regular work day. By that I mean that on Tuesdays, I work on my real job. Of course I work on my “real job” other times during the week, but I set aside Tuesdays for big project work. This week (the last week of the month) is when I schedule creating my monthly newsletter, my biggest product. Now I know that it would seem it would be an easy thing to just do that on Monday instead of Tuesday. But as I told my wonderful bride this morning, it’s tough to just turn creativity on and off. Plus, I had information and graphics I was waiting for from other sources. But still, I had to make it work and I did. But it was a pain.

All of this will be moot tomorrow if these really cool women come in and put a deposit down on their cruise. I just have to get used to rolling with the punches.

I don’t think that scheduling is uncreative. I think that structure is required for creativity.—Twyla Tharp

Verbose

So yesterday my number one reader sent me an e-mail and said I was being verbose. Of course I have heard the word used to describe me many times.

If you were like me and didn’t know the exact meaning, here you go.

ver·bose
/vərˈbōs/
adjective
  1. using or expressed in more words than are needed.

He is right. I can be verbose. Yesterday I was. I should have just written about the 15 best small cities, why we liked the ones we have visited and asking which ones you have visited and why you liked them. Instead I kept going back and adding stuff and writing asides. Sorry about that.

I tend to write the way I talk. It’s conversational. And those of you know who me, know I talk a lot.😀  And what makes things worse is that  I type about 100 words per minute. When I get going—I get going. Ask Kathleen. She always looks over and asks, “What are you typing about now?”

So I will do my best to be a better editor. I promise. Less is always more. See you tomorrow. Have a super day!