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  • Improving the Discretionary Effort of your Travel Consultants | Blog | Cornerstone People Solutions
    their monthly commission transfer just by being more consistent with the way that they tackle new enquiries For example imagine telling your consultant that a very important potential client will be coming in to see them at 10am Chances are they would prepare and put on their A game However if that same potential client came in unannounced at 9 30am they may not get the same level of service Why Because when given the choice of How will I deal with this potential client who just walked in unannounced your consultant might CHOOSE to put forth less effort Maybe they feel caught off guard or busy or stressed or just lazy When that happens they drop great sales tactics and replace them with sloppy ones And you get less bookings As a leader your challenge is to motivate your people to be more consistent in their sales and service interactions every time This is where the discretionary effort concept becomes important If you create an environment where people consistently choose to make more of an effort you will begin to close that gap between minimum effort and the excellence your people are capable of Creating an Environment that Encourages Excellence Once you ve established a minimum acceptable standard it s up to each of your consultants to decide whether to meet that standard or to aim higher However you can affect their choice by creating conditions that encourage optimal productivity and performance These two tactics may make all the difference Positive reinforcement Positive reinforcement is not just praise it s any consequence that increases the probability of a behaviour happening again For example if you mention in a staff meeting that John quoted a client on the spot and converted the enquiry to a booking that s two positive

    Original URL path: http://www.cornerstoneps.com.au/blog/2013/08/13-improving-the-discretionary-effort-of-your-travel-consultants (2016-02-13)
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  • It's YOUR Time - Take Charge of it! | Blog | Cornerstone People Solutions
    that will maximise your time The first step is to eliminate bad habits like Working your to do list from your inbox All your work does not arrive in your inbox so it is not a logical spot to prioritise from Instead transfer outstanding items onto your to do list at the end of each day and work from that list the next day Negative self talk You become what you repeatedly say and do so watch your internal dialogue Replace phrases like I m too busy I m tired and I can t with I can I will and Let s do it Confusing information sharing with actionable communication Not every email requires action Sort through incoming communication and move tasks that require action onto your to do list Multi Tasking Believe it or not multi tasking has been proven to decrease productivity Focus on the task at hand to improve effectiveness and save time Skipping Exercise Don t underestimate the power of working out It gives us energy to focus and motivation to take action Making Excuses Resist the urge to blame something or someone when things go wrong Taking accountability means acting with purpose and integrity Next replace those old habits with new more effective habits like Only schedule 60 of your day Instead of over scheduling and making promises you can t keep leave some time to allow for interruptions and new opportunities Keep a neat workspace Do as much of the work as you can when it arrives so you won t leave it somewhere on your desk to find and take care of later Aim for the result but focus on the process It s important to be aware of the goal like a 10000 commission transfer but the best way to reach it

    Original URL path: http://www.cornerstoneps.com.au/blog/2013/05/12-its-your-time-take-charge-of-it (2016-02-13)
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  • To Quote or Not to Quote... | Blog | Cornerstone People Solutions
    really don t care how nice you are if you re slow to provide the information they need If you feel stumped by the Big Quote Question here are a few questions you should ask yourself along with some alternatives to your current consulting habits 1 Does the client care that you have other work to do No they would like to think that they are your priority at that given time 2 Are they aware that their quote is complicated Probably but that is why they might just like to work through it with you They may also enjoy the travel booking process and want to be involved 3 Should you assume that they don t have time Never assume anything just ask if they have a few minutes to look at alternatives with you at that moment 4 Is it fair to judge a prospect as a shopper No 94 of new enquiries will book somewhere The question is will they book with you Why not start the conversation assuming the client is going to book instead of assuming they won t 5 What happens if you lack the confidence Nobody knows everything but you can always make the effort to find the answers Try team selling and using the knowledge of your fellow consultants to help build trust and close the sale Quoting on the spot has obvious benefits for the client they get the information faster they understand the product better they have started a relationship with a travel professional However it also has enormous benefits to you as the consultant not the least of which is the fact that your conversion is sure to go through the roof Why Because when you quote on the spot you ask the client questions as you go and

    Original URL path: http://www.cornerstoneps.com.au/blog/2013/04/11-to-quote-or-not-to-quote (2016-02-13)
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  • There's a Difference between Busy and Productive | Blog | Cornerstone People Solutions
    s more about leadership than busy ness When you lead people they mimic everything you do In this particular situation the retail managers were copying their leadership team who constantly talked about how busy they were by telling their teams how busy they were And guess how the retail teams reacted They were suddenly busy busy busy too Everyone is busy everyone feels like they re working their very hardest but in reality they re not being particularly productive One of the fundamental principles of leadership development is leading by example One of the most common complaints we hear from leaders is Why won t they just do it When you lead through example you show people the way to act and think so they can do it Try following these 5 Simple Rules over the next few days and see how well this simple tactic works Focus only on what you can influence That means no whinging or moaning about things that you cannot change from cancellations and time changes to tsunamis and earthquakes Put your energy into positively influencing the situation Communicate often Take the time to have one on ones with your team members and really listen If you listen to them they are more likely to listen to your ideas and suggestions Acknowledge Failure By taking responsibility for your mistakes you show your team that it s okay for them to do the same Explain that as long as you learn from a mistake it is simply a stepping stone to becoming extraordinary Delegate liberally Create an environment of learning and exceptional teamwork where people are comfortable experimenting with their ideas and willing to take on additional responsibility for the sake of the greater good Practice and Encourage Work Life Balance Exercise don t overwork and

    Original URL path: http://www.cornerstoneps.com.au/blog/2013/03/10-theres-a-difference-between-busy-and-productive (2016-02-13)
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  • Why do people book their own holidays online? | Blog | Cornerstone People Solutions
    far far better deals than the average consumer and are certainly capable of shopping around until we find them Not to mention the fact that our expert knowledge enables us to insure every aspect of a customer s experience is first rate But maybe there s more to travellers internet obsession than the dream of finding a bargain Maybe consumers book travel on the internet because they enjoy it After all what could be more fun than researching exotic fascinating beautiful places comparing one to another and playing armchair travel agent I don t blame consumers a bit Booking travel is a lot of fun especially when you don t depend on it to make a living like we do Because of this when you speak with a client it s essential that you stay positive about the research your client may have done already Ask if they have looked online and if the answer is yes engage them in conversation about what they ve seen what they ve liked and what they ve been hoping to find that they haven t discovered on their own Then use the following two tips to make sure they book their trip with you 1 Promote that you do the shopping around for them and as a professional you can find things they may not have access to and get them the best price and overall experience After all everyone wants value for money and if a client feels that you re going out of your way to find them the best deal this will only increase their interest in working with you 2 Let them know that you can give quotes on the spot so they can continue to participate in the planning by doing their research with you This may sound

    Original URL path: http://www.cornerstoneps.com.au/blog/2013/02/9-why-do-people-book-their-own-holidays-online (2016-02-13)
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  • What's the Secret to part-time travel consultants' success? | Blog | Cornerstone People Solutions
    rest of us Perhaps they have some superhuman power that my colleagues and I are not aware of Or maybe they sneak in after hours and get extra work done whilst nobody is looking In fact our part time friends do have a secret but it has nothing to do with superhuman powers or after hours trips to the office Instead it s a potent combination that s actually available to any of us focus and systemisation Let s start with focus Part timers don t come to the office for the coffee or the company they re there to get things done Unlike full timers who are content to spread their workload out over several hours or even days They know they have tomorrow to get it done so why the rush Think about how productive you are when you know you have a gym class to get to after work or even a dinner date You knuckle down and plough through your work because you have things to do You don t have time to waste sipping coffee or swapping stories Part timers live with that feeling every single day They have less time to do what they need to do and as a consequence they make sure they get more work done in the time they have There s actually no room for procrastination What there is room for however is systemisation Part timers by definition aren t always at work during business hours Therefore they need to be prepared for the possibility that another consultant will need to refer to one of their files or assist one of their clients So part timers make notes in all their bookings and keep invoices up to date something that let s be honest we all should be doing

    Original URL path: http://www.cornerstoneps.com.au/blog/2013/01/8-whats-the-secret-to-part-time-travel-consultants-success (2016-02-13)
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  • Smarter Business - Filling a Niche | Blog | Cornerstone People Solutions
    Rachael Seymour 17 Cassi Tormey 5 Naomi Dyson 4 Bonita Capuano 1 Cindy Stocken 1 08 11 2012 Smarter Business Filling a Niche Travel Talk magazine has a great article about Cornerstone on page 20 this month Staff who are getting feedback from their manager and learning new skills are more engaged and will likely stay at the company longer If you d like to read more take a look

    Original URL path: http://www.cornerstoneps.com.au/blog/2012/11/1-smarter-business-filling-a-niche (2016-02-13)
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  • Ask the experts: Dealing with Gen Y staff | Blog | Cornerstone People Solutions
    March 2 Contributors Rachael Seymour 17 Cassi Tormey 5 Naomi Dyson 4 Bonita Capuano 1 Cindy Stocken 1 15 06 2012 Ask the experts Dealing with Gen Y staff In the latest issue of Travel Weekly s Ask the expert Rachael gives some great advice to an agent dealing with some younger staff members the infamous Gen Y Read the article to find out how to make your Gen Y

    Original URL path: http://www.cornerstoneps.com.au/blog/2012/06/2-ask-the-experts-dealing-with-gen-y-staff (2016-02-13)
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