So many times we have explained to people that we can only work wonders if we know our client. If we know what they like, what they don't like in terms of activities, approach, pace, control. Therefore our first response to an enquiry is usually a lot of questions. This is quite useful as only people who are serious about coming to us are serious enough to answer our questions.
We are dismayed at the number of travel "professionals" who come to us, paying lip service to customised product but are just looking for a quick fix off the shelf to push at their clients and bank the commission. They end up going to someone else as they supposedly cannot afford the time to answer our questions.
During the America's Cup, here in Auckland, we handled a VIP client for Louis Vuitton. We put together a day on Waiheke Island for them. We found out their likes and dislikes, selected a launch and a skipper, positioned a Mercedes on the Island, did a dry run of the tour a couple of days before - noting roadworks, travel times, briefing the people we were going to see. When the tour ran, our clients couldn't believe how much they'd had in common with the people and places they visited, they couldn't believe how everything had run so smoothly - it was one of those perfect days "which just cannot be pre-planned". Well actually, it can - with homework, hard work and professionalism. This is what today's client is looking for.
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