Why discovery calls are important for travel advisors

Discovery calls are one of those parts of working with a new client that many travel advisors have opinions about. Some travel advisors view them as essential to their business practice, and others try to avoid them as much as possible. 

As is the case with any aspect of running your own travel business, whether or not you want to implement discovery calls with potential clients is up to you. However, if you are undecided about them, or want to optimize how you conduct discovery calls, here are some insights on why they can serve as important client touch-points for travel professionals: 

Discovery calls are an opportunity to impress clients and build a personal connection 

When a client starts working with you for the first time, the tone of that relationship will quickly be set by their initial interactions with you…and whether we like it or not, a face-to-face call is always going to be more personal than digital communication. 

When the client’s only interaction with that “travel professional” is through an email or text message, it doesn’t solidify the personal connection to the travel advisor like you might experience with other service provider professionals (real estate agents, financial advisors, etc).

Discovery calls are an opportunity to establish that first human-to-human connection and give a lasting professional first impression. And beyond just establishing a personal connection, discovery calls are crucial for building trust. Clients want to feel that they are being heard and understood. 

By taking the time to have a live conversation, travel advisors can show that they genuinely care about their clients’ needs. This face-to-face time allows advisors to explain their process and set expectations, reducing the likelihood of misunderstandings down the road. It’s an opportunity to be transparent about pricing, timelines, and deliverables, creating an atmosphere of mutual respect from the start.

Connection and relationships are core to working in this industry, from connections to clients to partners to other colleagues. Getting yourself into the habit of personalizing those opportunities for connection beyond text on a screen is going to make a huge impact in your travel business. 

Plus, if a client feels excited about their connection with you, it increases the chance that they will refer others to your services…maybe even before they go on their first trip! 

Discovery calls help establish your expertise as a travel professional 

A lot of people believe that they can plan travel themselves…and while many can, the piece of education that the travel industry is missing is helping potential clients see the difference between planning their own trip and working with a travel professional. 

If a potential client comes to you who has experience planning their own trips, then they know the amount of work it takes to plan travel. They’re most likely tired of trying to do it themselves, and they want to hire someone who can ease that work-load…and even plan something better.

When you go into a discovery call with the right questions prepared, the ability to listen to their desires, and offer insights that they would never know, you quickly establish that your services are worth the investment. 

Discovery calls help you gather critical details in less time

Have you ever had an important question for a client that you shot off in an email…only to remember another question half an hour later? To plan a trip that will truly blow clients away, there is a lot of information that the travel advisor needs to gather. 

While there are multiple ways to gather that information, put yourselves in the shoes of your client – what will be easiest for them (and you)? If you send them a list of questions over email, it inhibits your ability to ask follow-up questions in real time. And it requires the client to sit down and type out the answers….and sometimes, they don’t know the answers. 

But when you are having conversations on a discovery call, you are doing just that – having a conversation. You can provide prompts, change up questions, and get clarifications much quicker and more authentically than through written communication (of course, don’t forget to hit the “record” button so that you don’t forget anything they say!)

Discovery calls help the travel advisor decide if this client is the right fit

Discovery calls aren’t just for clients to vet travel advisors—it’s also a chance for advisors to assess whether the potential client is a good fit for their services. 

Travel advisors often work with clients over an extended period, and ensuring that both parties are aligned in terms of expectations, budget, and preferences can prevent future frustrations. This is especially important when clients have particular requirements or complex itineraries that may not align with the advisor’s specialty.

Some travel advisors even charge planning fees that come after the discovery call (if the client decides to book with you) as a way to filter out uncommitted leads (a hot topic, we know 🔥) This strategy can attract clients who are serious about investing in a professional’s expertise and are less likely to waste your time.

Are discovery calls necessary? 

The case for and against discovery calls can be made, and we’ve clearly tried to make a strong case for them. Every business is different, and part of absorbing insights like these is taking what works for you and trying it out. 

Another key aspect to conducting discovery calls as a travel advisor is going into them fully prepared, with questions to ask that will give you the information you need, and the confidence that comes from being equipped as the expert you are.

Want even more insights on the topics and questions to prepare before a discovery call that will elevate you to expert level immediately? Check out our free webinar replay, 5 things to prepare before every discovery call to establish your expertise and secure the new business.