Ep 222 Onboarding & offboarding in the client experience (Master Hour)

On today's episode, Whitney is joined by Jen Lee, VP of Industry Engagement and Support for Travel Planners International, to talk about a valuable asset for any travel business: client reviews. Get tips on how to ask for reviews and maximize their potential for attracting future clients. Whitney and Jen talk about how to prompt clients to leave detailed reviews, how to respond to positive and negative reviews, and how to creatively leverage views on your online presence.*For the next few weeks, enjoy replays of listener favorite episodes that were previously behind a paywall. We will be back soon with newly-recorded content.

In this candid Shop Talk episode, Brianna joins from Costa Rica, where she’s spending a month on a “sabbatical-ish”—a slower pace of work made possible by years of intentional business design. She and Whitney unpack what it really takes to step away from the day-to-day without compromising client experience. They discuss shifting from task-based delegation to outcome-based leadership, building a team culture rooted in ownership and empowerment, and redefining success beyond revenue. Plus, they reflect on the personal and professional growth required to truly let go and why they’ve decided to sunset the Advisor Accelerator after five impactful years.

Representation companies are often misunderstood, but they’re one of the most valuable allies a travel advisor can have. In this episode, Whitney and Natalia Aldacour-La Borie of TL Portfolio demystify the role of representation companies, explain why advisors should rely on them more often, and share how these partnerships elevate client experiences and advisor businesses alike.Takeaways:How reps act as liaisons between advisors and suppliers and why that connection mattersThe visibility and consistency in the market that reps provide for suppliersWhy advisors should loop in their reps early and often when working with suppliersHow reps can support marketing efforts and supplier education

In this episode, Whitney talks with Kaleigh Kirkpatrick and Julie Jamgochian from Shameless Tourist about how they’re reimagining travel advising through AI. Instead of just dabbling, they’ve fully embraced AI tools—from itinerary review bots to inbox systems and trained ChatGPT models that write like them. They discuss what’s working, what’s not quite there yet, and how curiosity fuels their innovation.Takeaways:Why dedicating team resources to AI research has paid off for their businessHow ChatGPT is integrated into marketing, emails, and itinerary reviewsThe tools they’re testing now—from AI concierges to real-time rate trackersHow AI can enhance personalization and efficiency without compromising quality

This episode dives into the critical (but often misunderstood) differences between training, coaching, and mentoring in the travel industry. Jeremy Seulich and Whitney unpack why using the wrong term can lead to misaligned expectations, and how understanding each role can help travel advisors find the exact support they need to grow. From the relational roots of mentorship to the goal-driven power of coaching, this conversation is a must-listen for anyone building a career in travel.

This month’s Shop Talk is a masterclass in both luxury travel and operational resilience. Brianna recaps her epic Emirates first-class experience—secured via a flurry of points and last-minute magic—while Whitney walks us through losing both her employees in five weeks, onboarding overseas hires, and simplifying systems without skipping a beat. If you’re navigating growth, hiring, or unexpected transition, this conversation will meet you right where you are.

In this conversation on DMCs, Whitney flips the script and chats with Hicham Mhammedi Alaoui, co-founder of Experience Morocco and The Travel Collection, to shine a light on the DMC side of working with travel advisors. They unpack how DMCs can create unique and memorable experiences without breaking the bank, how global expansion works behind the scenes, and what travel advisors should know to build successful partnerships. Hicham shares candid advice on communication, budgets, and the ever-evolving landscape of destination management, offering invaluable insights for both new and seasoned travel entrepreneurs.

Brianna welcomes Sahara Rose Devore, founder of the Travel Coach Network, to discuss the power of using personal stories and deeper purpose in building a thriving travel business. They explore how travel professionals can differentiate themselves in a crowded marketplace by tapping into their personal “why,” connecting more meaningfully with clients, and combining coaching principles with traditional travel advising. Sahara shares about her transformative journey from solo traveler to industry innovator, giving practical tips for business owners seeking more authenticity and alignment in both their marketing and client relationships.

How can you talk about hotels in a way that inspires and informs your clients? Joining Whitney this week is Madeline Steuber to shine a spotlight on the art of hotel and experience recommendations in the travel industry. Fresh from a FAM trip to Cape Town, they discuss the pitfalls of using superlatives (“the best hotel,” “must stay”) without context, emphasizing the importance of thoughtful, client-centered matching. And they dive into differentiating between luxury properties, understanding client priorities, and asking better discovery questions to ensure every traveler is matched with their ideal stay—not just “the best” one.

Pull back the curtain on a Master Hour inside the Advisor Accelerator, where Sarah Williams of Rebel Office Inc and the host of IT'S A VIBE Podcast joins us to talk about client experience! We dive into topics like client retention, the art of client onboarding/offboarding, and the power of nurturing long-term relationships with clients. Plus, we cover nuanced topics like how to create personalized touch-points that strike a balance between professional boundaries and friendly engagement + incentivizing referrals in a way that feels authentic rather than transactional. (This is a replay episode that originally aired in April 2024)