How to Take a FAM
by Helen Prochilo
What's the best way for a travel agent (travel advisor) to effectively sell a resort or cruise ship?
A "familiarization" trip, commonly know as a
FAM trip, allows a travel professional to "feel" the resort or destination and personally recommend them to clients.
These trips are not vacations for an agent, they are to help agents sell a property. Your days will usually be packed with inspections and events - you may be on your feet all day seeing rooms or cabins, in classes, or listening to lectures and sales presentations. It is hard work and often there is little free time on your own.
Helpful Hints
Here are some helpful hints to get the most out of a FAM trip or ship inspection and show your supplier your professionalism and support.
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Be respectful of guests at the resorts or on ships you are visiting. When
touring rooms or cruise cabins, keep your voice down in the hallways so
guests who may be in their rooms aren't inconvenienced. They don't want to
hear 20 agents walking down the hall yapping and laughing.
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If guests are walking down the hall, move out of their way so they have a
clear path. They are the first priority of the resort and agents should
respect that.
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Be on time. If you are told to be at an airport at a certain time - be
there. Is the bus leaving for a tour at 12:30? Be there at 12:15. Being
late not only holds up the rest of the group, it is disrespectful to your
host - the entire schedule is held up when agents are late.
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Dress appropriately. Most of the time,
this is business casual - not jeans, not short-shorts or for men, tee
shirts. At night, many restaurants have dress codes for their guests - and
agents should be properly attired as well.
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Stay off the beds and couches when
viewing rooms. You are there to look at the room, not mess it up. The room
should look as made up after you leave as it was when you arrived.
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If you are staying in a hotel as a
guest on the Fam - don't complain about your room and ask to be moved.
Unless there is something drastically wrong with your room that needs to be
fixed, it is rude to complain about your accommodations. If the hotel is
really that bad, use the experience to warn your clients who may
specifically ask for that hotel or resort.
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Don't skip tours or classes. If you
think the supplier doesn't notice if you decide to go to the pool instead of
touring rooms - they DO - and so do other agents. Suppliers invest a lot of
money to bring agents to their locations - if you can't or don't want to do
all the events - then you shouldn't attend the Fam.
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If a supplier gives you 15 minutes to
shop while on a tour - keep an eye on the time and be back in the allotted
time. Not doing causes FAMs to run late and angers fellow advisors who are left
waiting for you to finish. I was once on a FAM that we had to forfeit a tour
due to agents who were constantly late.
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If you are permitted to bring a
companion who is not an agent - your companion should not complain about the
itinerary, or why it is so far to go from one hotel to another, or any other
thing. Your host hears and notices these things and your guests reflects on
YOU.
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Stay sober.
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Take lots of pictures and post them on
your website and Facebook and Pinterest pages. Potential clients love to see
real pictures and you might be surprised when you get a sale from someone
who has seen your photos.
Professional Behavior
Professional behavior by travel agents extends to supplier dinners, trade shows and classes as well. In addition to the tips above travel agents should never engage in these behaviors at agent events:
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if the suppliers has giveaways at a trade show, they aren't all for you.
Take one and leave the rest for other agents. Suppliers (and other agents)
do notice agents who have no interest in their product but fill bags with
giveaways.
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don't hoard food. I was very recently at a class and saw two agents that
brought bags and filled them with yogurt and bagels. I've also seen agents
at dinners ask servers to box up meals to take them home - after they've
already eaten their own dinners. Agent events aren't to stock your
refrigerator for the rest of the week.
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if you r.s.v.p. that you will attend an event, make sure you attend. Your
hosts may end up paying for meals for people that don't show up if they have
to guarantee the venue a certain number of attendees. If an emergency comes
up at the last minute, notify the host you can't make it at least a day in
advance so they can offer your spot to someone who may be on a waiting list.
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don't talk during presentations. It's disrespectful to the speaker and
disrupts those agents around you who are there to learn.
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bring a supply of business cards to give to the suppliers at their tables.
You may not have a need for that particular supplier's product at that time
but you may need them one day. And take their cards as well - you never know
when you will need them.
Professional behavior at trade events reflects on you not only with suppliers, but with other agents as well. Using these guidelines will keep your supplier happy and may result in you being asked back for more of these trips.