Jess always does an exploratory phone interview with every client upon them paying their deposit (usually 50% of your total fee) through whatever payment provider you've chosen (Paypal, Quickbooks, TravelJoy, Venmo etc). When we first started the agency, we assumed we'd be cool and do these over video via Facetime/Zoom what-have-you. As it turns out, most would rather an old fashioned phone call. So, don't overthink it. However you get your client on the phone, make sure they've allotted at least a half hour to this call. It'll probably go over to be honest.
Typically, they have their flights booked at this point, and you can start the learning process. If they don't have their flights booked, you can use this interview to also gain info on their flight preferences for a future flight consultation. Jess usually doesn't book their flights, but will provide some helpful info on their options.
There are two types of information you need from your client to successfully create a custom travel plan, BOOKING INFO and LIFESTYLE INFO.
Booking Info
This first information is general. This is the info you need simply to book for them. Think "just the facts." Below are a list of general booking info questions, which may include some you hadn't thought of. This info is entered into Traveljoy.
Number of travelers.
Full Names as listed on their government documents
Address/Phone/Email of primary contact. (Make someone the primary contact)
Destination.
Travel Dates, and air arrival/departure info
Number of dates you want planning for
All passport info if traveling internationally
Date of birth/Country of Birth of all travelers
Height & Weight of all travelers. (This is used on excursions like Zip Lines, Horse Rides, Bike rentals).
Hotel Rewards info (Can be obtained later)
Known Traveller Number/TSA Pre/Global Entry Info if they have it.
If there are kids going, are they staying in the same room?
Do they prefer 1 King or 2 Queens for sleeping?
Are they considering Travel Insurance?
Client's credit card info will come through a supplier invoice via TravelJoy later.
Lifestyle Info
After you've gotten the formalities out of the way, now comes the fun part; getting to know your client. This interview flow will be much less structured, and sound more like a conversation with a new friend. You want to get the feel for this customer, and often-times you'll find straightforward yes or no questions like "Do you consider yourself a foodie?" will provide answers that don't help you. As in that example, a person might consider themselves a foodie for liking the finer things in gastronomy, and another will for finding the world's best taco truck. Both can make claim to the term "foodie," but you'll need to steer this client in two totally different directions.
So, avoid yes or no questions and lean more towards offering a choice of examples, and letting them select if it applies to them. This info is not entered into Traveljoy or any CRM; it's for your notes which you can take manually or via google docs etc.
What type of travel do you like? Fast paced/Lazy Relaxation/A little of both. See below:
Family friendly/multi-generational.
Romantic/adult only.
Off the beaten path treasures.
Like to hit the popular spots/OK with crowds when necessary.
Crowd averse; get me away from the hoards of tourists, if possible.
Love nightlife.
Look forward to food and drink experiences.
Outdoorsy and nature loving; fresh air is the best.
City life is my jam; museums, cafes, shows, etc.
Good blend of outdoors and city food and nightlife.
Adrenaline junkie; the scarier, the better.
Like to be challenged, but nothing dangerous.
Culture vulture - Arts, Culture and History lover.
What made you pick this destination?
Describe your perfect vacation.
What level of accommodations do you like best?
Economy - Don't like to spend a ton on lodging; It's just a place to sleep.
Moderate -Most bang for buck; happy to pay more when it's worth it.
Luxury - All the bells and whistles, don't worry about the cost.
Hotels- Love the front desk, hotel food, resort atmosphere, and the hotel consistency.
Vacation Rental/Airbnb - Love to "Live like a local."
Boutique and unique - BnB's, treehouses, glamping.....anything different!
We want to stretch out at night, have room to relax, and have a kitchen to cook in.
How would you like to get around? Private driver/Self driven/Public Transport/Uber
If rental, what type? Economy, SUV, Minivan, Convertible etc.
Do you want the car the whole time or just some days?
What's your sleep style?
Like to get up early, sleep in, or willing to wake up early for special activities.
Do you plan on cooking in the hotel?
Any dietary restrictions?
Which of these food profiles sounds most like you?
Eating at Michelin Star rated fine dining restaurant.
Eating at 5 star yelp rated food truck.
Whatever's quickest and convenient.
Any physical limitations?
How should I plan for you?
Everything down to the last detail
Just looking for the big stuff, lodging, transportation and an activity or two.
Explore independent self guided options only
Explore guided, partially guided or and/or small group activities