Luxury agents have shared five warning signs of an unsuitable client, after learning how to spot the red flags the hard way.
Speaking at The Retreat by Carrier, the advisors reflected on negative experiences with customers throughout their careers – and identified the common behaviours these individuals tend to exhibit.
Price matching
Agents of all levels will be familiar with clients wanting to price match, but for luxury advisors, this request can be especially grating. Several attendees at the Retreat shared experiences of being approached by customers who’d seen a deal online, only to be asked if they could provide a lower quote.
For a lot of advisors, it wasn’t the question itself that bothered them – but what it represented. Such enquiries expose a misunderstanding of the luxury travel advisor as a transactional service, rather than an expert with specific skills and connections.
No respect
A number of advisors at the Retreat revealed they’d had customers repeatedly question, and even challenge, their advice and information.
One recalled how a client had asked several times if a hotel definitely wasn’t open, despite the fact she’d confirmed its closure with the sales director the week prior. Other agents said clients had complained about the weather of the destination post-arrival, after ignoring their warnings that it would be rainy or cold at that time of year.
This type of behaviour often surfaces after the booking, but it can be a lesson for the future. If seeing a particular client’s number pop up on your phone raises your heart rate, it’s probably a sign they’re not for you.
Expecting upgrades
While most clients don’t assume they’ll be upgraded, there is a minority who believe it’s a guaranteed perk of using an agent.
One advisor revealed that a client who had demanded a suite that cost £2,000 more than his original, but didn’t want to pay any extra. Rather than apologise for not being able to secure an upgrade, the advisor asked him if he would expect such a freebie from any other profession. “Sometimes you have to be cheeky back!” she joked.
Window shopping
With some clients, it feels like the enquiry will never convert to a booking – and that’s because, it probably won’t.
Almost all advisors at the Retreat regretted wasting time on ‘window-shoppers’, having misjudged their repeat visits as a sincere intention to buy. Some advisors had even spent hours doing research and curating itineraries, only for the client to pull out at the last minute.
Wrong budget
Price can be a touchy subject, but it’s crucial to ascertain the client’s budget at the first consultation. Many advisors at the Retreat had clients enquire about trips they simply couldn’t afford, or holidays that would be far below the advisor’s usual booking value.
