It’s not every day you run into a travel agent who tells you they’ve been in the business for 46 years. So we thought we’d take a moment with Gloria Giacomin, Senior Travel Counsellor at Carlson Wagonlit Clarke-Way Travel in Toronto, who will be retiring this month after decades of serving happy customers. We wish Gloria a long and happy retirement filled with plenty of interesting trips to her favourite destinations. Click for Gloria’s farewell poem to the travel industry...
Where were you born? In Sudbury, Ontario.
What was your 1st job? I spent 6 ½ years with Cochrane Dunlop Hardware in Sudbury, starting in the mail room and ending up as invoicing manager. Oh, and I also worked at Kresge’s in Sudbury.
How long have you been in the business? 46 years. I had quit Cochrane Dunlop and decided I needed a change. I had 2 offers: one with the income tax department and one in travel. Maybe I would have been better off pension-wise with the tax department! I started in the agency as a junior counsellor. I knew nothing – I couldn’t have told you where Montreal was. On my very 1st day the office manager left me alone over the lunch hour and someone came in asking to go to Addis Ababa! I said, “No problem, leave it with me and I’ll get back to you.” When I told the manager what had happened she said, “You’ll make a good travel agent.”
Where was your first plane ride? To Bermuda. I still love Bermuda.
How has the business changed since you got into it? I love my clientele, but the new clientele really think they know it all. They sit on the computer all night and call you the next day and send you around the bend with, “I found this on that website…” Not great. You have to be very computer driven and unfortunately that’s not my forte.
Do you have a specialty? I really loved working at Holidays Unlimited and did high-end travel. I still have several of those clients. I hate selling all that package stuff! A lot of clients want the real low-end stuff.
If you could have had any job in the business what would it have been? I think I would have been great promoting high-end travel, 5 star cruising.
What was your best FAM? I loved Bora Bora and Tahiti. Peru was a highlight. You know, that’s a tough question as I’ve done so many FAMs – when I started I used to do 3 a year.
Do you have a magic sentence to close the sale? I always would say, “Can I put it on hold for you?” And follow up with an e-mail so they can see it in black and white.
What do you do to keep you clients loyal? Follow up is my main strength. I follow up every booking. I call or send a quick e-mail. Anything you didn’t like? How was the destination rep? Did you like the hotel? And I always say, “No rush, I’d love to hear from you when you get a moment.”
“The good old days.” What does that mean to you? When you had a real rapport with your clients and you really got to know them. Today you spend most of your time explaining the add-ons and extra charges for baggage and inflight meals and seat selection – it’s all so different.
What advice would you give to someone coming into the business today? Do every webinar, it’s the only way you’ll learn. FAMs aren’t what they used to be and they are a lot more expensive. Learn the computer inside and out.
If you had to spend 6 months in a destination, which one would you pick? Probably Italy because I did Tuscany last year and I love it. I’d go back in a minute.
Now you’re going into retirement, what are your plans? I plan to hit the gym in my building. And I’d love to travel as much as I can, probably a trip a year.
What are you going to miss? The interaction with people, for sure, both staff and clients.
