During a Recession Focus on Your Existing Customers top Written by: Bill Todd

It costs five times as much to acquire a new client than it does to motivate an existing customer to buy again. Repeat business is your most powerful engine for hitting your 2009 sales goals.

As a rule, most travel businesses quickly reduce their marketing and sales efforts during poor economic times. As a result, they tend to focus their reduced business resources on finding new clients. This practice violates a long-standing prescription for success that suggests you spend 60% of your time on existing customers, 30% on qualified new accounts, and 10% on prospecting.

Too often we take our existing clients for granted. As a result, we spend little time communicating with the very people who are currently paying our salaries. Remember the words of a wise old advertising executive from Texas: “Don’t neglect your horses to find new ponies.”

Business professionals who consistently outperform their competitors understand one simple rule—the greater the competition in your area, the greater the importance of consistent follow-up and customer service. In short, your existing customers must feel appreciated each and every time they do business with you. When your current customers feel appreciated, they become walking, talking billboards for your company.

Bill Todd is one of the travel industry’s most sought-after sales and marketing speakers and coaches. He is the co-author of the new book Speaking of Success which also features best-selling authors Stephen R. Covey (Seven Habits of Highly Effective People), Ken Blanchard (One Minute Manager) and Jack Canfield (The Secret and Chicken Soup for the Soul). Todd has served as vice president of sales and industry marketing for the 5000+ franchises and seven global brands of Choice Hotels International, and was vice president of sales and marketing for Marriott International’s Corporate Lodging Division. BTodd@BTodd.com | www.BTodd.com | 301.633.5856

Five Big Changes Coming to Air Travel in 2009 top
By Jessica Labrencis, SmarterTravel.com Staff Mark Wilson/Getty Images

Big changes in the world of air travel are coming in 2009. From merger mania to airport security adjustments, here's what's on our shortlist of important changes in the year ahead.

Airport Security Update
Travelers, say goodbye to your plastic baggies and tiny bottles of shampoo. The 3-1-1 rule may be discontinued in 2009 as new X-ray technology is introduced at airports around the country. The new technology can detect differences between benign liquids such as hair gel or juice boxes and potentially dangerous liquids used in bombs.

The TSA expects to have as many as 900 machines in place by the end of the year, so the 3-1-1 rule will be phased out and eventually halted altogether in the near future.

Merger Mania
Late in October, Delta's proposed merger with Northwest was approved by the Department of Justice, and the airlines will enter full-blown merger mode in early 2009. The tie-up may not be fully complete until 2010, but you can expect Northwest's name and brand to be phased out in 2009. The SkyMiles and WorldPerks frequent flyer programs will be merged towards the end of this year. For up-to-date information, visit Delta's FAQ page.

Of course, there's always the possibility that the Delta/Northwest merger will spark other mergers. As a recent Reuters report predicted, "The answer is likely to be yes in an industry that clearly has excess capacity, is adding surcharges despite a retreat in fuel prices, and is facing international competitors that are expected to consolidate in the coming year."

Airlines Introduce A-La-Carte Pricing
Despite protests from travelers, American and Frontier are set to introduce a-la-carte pricing in 2009. As of the time of this writing, American had not announced full details of its new fare structure, although it may use Air Canada as a model.

In December, Frontier announced details of its new AirFairs fare structure. Economy fares are bare-bones, no-frills tickets; Classic fares include seat assignments, checked bags, DirecTV, and frequent flyer miles; and Classic Plus tickets are fully refundable and changeable with lots of extras.

If these new ventures from Frontier and American prove successful, other airlines may adopt similar fare structures, similar to the avalanche of new fees introduced in 2008. Whether that will be a good thing for travelers remains to be seen.

In-Flight Internet Service Expands
Expect Internet access to be available on many more flights in 2009. American, Delta, and Virgin America all introduced Internet service on some flights in 2008, and will likely expand the service to more planes this year. Delta plans to add service to a new plane every few days, with the goal of outfitting all its aircraft with Internet by the end of the year, and will also begin to add the service to Northwest's planes.

Other airlines, including Air Canada, Alaska, and Southwest plan to test Internet service this year as well.

Paperless Boarding Passes
Paperless boarding passes are the wave of the future, and will become more widespread this year. You'll soon be able to download a boarding pass to your PDA or cell phone, and scan the barcode at an airport security checkpoint scanner, eliminating the need for a physical printout.

Continental was the first U.S. airline to test paperless boarding passes in late 2007, and has since expanded its Mobile Boarding Pass option for departures from Austin, Boston, Cleveland, Houston, New York's LaGuardia airport, Newark, San Antonio, and both Reagan and National airports in Washington, D.C.

Other carriers, including Air Canada, Alaska, American, Delta, and Northwest, are also beginning to introduce paperless boarding options for travelers.

(Editor's Note: SmarterTravel.com is a member of the TripAdvisor Media Network, an operating company of Expedia, Inc. Expedia, Inc. also owns Expedia.com and Hotwire.)

CCRA Partners with Grupo Posadas for a FAM top

Over the last weekend in January, CCRA International partnered with Grupo Posadas, a Mexican luxury hotel chain, for a FAM trip exclusively for top CCRA booking agents. The CCRA agents were invited to Cancun where the Aqua Cancun hosted the event. While there, the CCRA agents were also given the opportunity to visit the Fiesta Americana Grand Coral Beach and Fiesta Americana Condesa Cancun, both Posadas properties.

The agents checked into the luxurious Aqua Cancun where they attended a welcome reception hosted by the Aqua’s executive staff, and later enjoyed a gourmet dinner at one of Aqua’s three restaurants.

During the rest of their stay, the agents had the opportunity to visit the Grand Coral Beach and the Condesa Cancun for site inspections and participated in some fun sightseeing activities. They visited the Dolphin Discovery at Garrafon Beach; and were guests of Xcaret, one of the world’s most amazing eco-archaeological parks, where they swam in underwater rivers for a once in a lifetime experience.

We would like to send a special thanks to Rodrigo Formoso, Regional Sales Manager of Posadas, for the excellent itinerary. The well organized trip gave the agents a chance to combine work with pleasure, something that’s not always so easy to do!

The trip was a great success, and a wonderful way for us to thank our agents for their dedication and support over the past year. Keep booking with CCRA for your chance to be invited to our next FAM trip!

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For a limited time, receive an additional 3% commission for reservations completed and serviced by February 28th, 2009.

Global Franchise Network
Carey is the worldwide leader in premium chauffeured service and transportation logistics management. Featuring the industry’s only true global franchise network, Carey provides complete ground transportation solutions in more than 550 cities and 60 countries worldwide. Carey’s strict quality assurance standards guarantee your clients will experience a consistent level of premium service virtually anywhere in the world they need to travel.

Professional Chauffeurs
In order to provide customers with highest levels of service, Carey goes to great lengths to maintain a highly trained corps of professional chauffeurs. Prior to beginning their service with Carey, chauffeurs must possess more than three years of experience, submit to a thorough background check conducted by an independent, third-party agency, and undergo rigorous training in the Smith ® System of Defensive Driving, focusing on the fundamental principles of competency and safety. Carey’s chauffeurs are subject to random drug screening, frequent spot inspections, and periodic performance evaluations. Most Carey chauffeurs possess service tenures of five years or more.

World-Class Fleet
Carey features a diverse fleet of late-model vehicles equipped with world-class amenities and comforts. Adhering to the highest standards of vehicle quality, Carey enforces rigorous maintenance procedures that far surpass those of ordinary fleet services. Each vehicle undergoes regular maintenance and mechanical inspections to ensure it meets the highest standards of safety, performance, and presentation. Carey also enforces a 3-year service limit for most vehicles, guaranteeing our clients a reliable, modern experience every time they travel with us.

Carey Services
Carey’s portfolio of premium chauffeured services include airport transfers, point-to-point, hourly charters, special occasions, and more. Carey also offers a wide variety of specialized services in Meetings & Events, Private Aviation/FBO Services and International Tours.

CCRA Agencies earn 12% commission on non-discounted net base rates. Rates and reservations must be obtained via the CCRA dedicated toll-free number 1-888-222-0105 or booked through CCRA's travel services page. Please have ARC/IATA/CLIA number ready at time of booking. E-mail travelagentsales@carey.com for more information. ***Carey Features Lincolns***

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Palm Springs, California is a desert oasis with a cosmopolitan twist. A visit to Palm Springs is an opportunity to dine in world class restaurants, lounge at legendary boutique hotels and discover why mid-century modern enthusiasts gather here yearly. For the outdoor adventurer, Palm Springs offers magnificent hiking, unique jeep tours, championship golf and almost 300 days of sunshine and clear starry nights.

Amidst this desert paradise is the 24-acre, newly revived Riviera Resort & Spa located in the heart of downtown Palm Springs. This legendary hideaway offers 406 luxurious guestrooms and suites, showcasing classic yet trendy Hollywood Regency style décor. Each room features marble bathrooms, flat screen plasma TV’s, wireless internet, contemporary living areas and private patios or balconies with scenic mountain or pool views.

The award-winning SpaTerre offers exotic Balinese, Thai and Indonesian rituals, 18 treatment rooms, a rare and expansive Watsu pool, private steam rooms and relaxation areas; as well as a full service hair and nail salon, retail boutique and a fitness center. Resort guests strut and lounge like nowhere else, in one of many entertainment venues or just kick back in an oasis of cool sparkling pools, cabanas, intimate fire pits, and themed gardens. Visit Circa 59, where classic steakhouse and ocean-inspired seafood combinations blend seamlessly. The Starlite Lounge is a swanky retreat featuring a 30-foot video wall displaying re-mastered cinematic history; it is the perfect place to enjoy a classic cocktail. Lounge next to poolside fire pits and enjoy libations at the Bikini Bar, Side Bar or Deep End.

For romantic getaways, try a “Mischievous Rendezvous,” an escape that offers an 80-minute couples massage, rose petal turndown, Champagne and truffles.

With over 300 days of sunshine each year and a number of award winning golf courses, Palm Springs is a golf aficionado's paradise! Our Winter Golf Stay and Play package offers two rounds of golf on the Classic Club Course, cart rental and cocktails afterward at the resort’s Starlite Lounge or sidebar. For detailed information on all Riviera packages, visit www.psriviera.com.

The new Riviera Resort & Spa is a captivating concoction of current indulgences, decadent distractions and elegant energy.

• Only a couple of miles away from downtown Palm Springs and the Palm Springs International Airport
• 406 luxurious guestrooms and suites
• World-class SpaTerre offering exotic Balinese, Thai and Indonesian rituals
• Circa 59, where classic steakhouse and ocean-inspired seafood combinations blend seamlessly
• The Starlite Lounge
• Three bars: Bikini Bar, Side Bar and Deep End
• Two sparkling pools with intimate cabanas and outdoor fire pits

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The Lexington Plaza Waterfront Hotel offers 15% commission to all CCRA Travel Agents for rooms booked and consumed now through April 30, 2009.

Conveniently located in the heart of Stockton, California the elegant Lexington Plaza Waterfront Hotel stands on the water’s edge alongside Stockton’s beautiful Delta Waterway. The hotel is next to Weber Pointe Event Center, the site of the popular Annual Stockton Asparagus Festival held April 23rd through April 25th.

The Lexington Plaza Waterfront Hotel offers well appointed guest rooms and suites, a wide range of amenities, and meeting facilities that accommodate 50 to 400 people in comfortable settings with views of the delta. As the anchor of the Regent Pointe development, this modern, seven-story hotel is conveniently surrounded by many attractions and is within walking distance of shops, restaurants, and entertainment venues. Just minutes away are the multimillion-dollar Stockton Arena, Weber Point Events Center and Banner Island Ballpark, the Bob Hope Theatre, the Stockton Cineplex Plaza, and the Stockton Marina.

The hotel's interior décor evokes a yachting tradition with a refreshing color palette of blue and white, textures of natural canvas and striped fabrics, and nickel and chrome fittings. All of the hotel’s 179 guest rooms and suites feature pillow top mattresses for a supremely comfortable night’s sleep; a city or waterfront view; a 32-inch plasma television with in room movies; coffeemaker and premium coffee and tea; and an array of bath products. Guest rooms provide large work desks and telephones with voice mail, and high-speed Internet access is available. The hotel also provides a fully equipped fitness center featuring weight machines and cardiovascular equipment, an outdoor swimming pool for recreation and relaxation, and a whirlpool spa. Guests can enjoy the convenience of concierge service, laundry service, and room service.

At the hotel’s dining venue, the Hippo Bar and Restaurant, the cuisine includes a variety of menu and cocktail choices to satisfy the most discerning tastes. Meetings and events at the Lexington Plaza Waterfront Hotel are well executed by an experienced team of meeting planners and chefs. Up to 400 people can be seated in the ballroom or conference room, or an event can be held on the outdoor lawn. The staff can make arrangements that embrace every event detail and they excel in providing custom designed menus, organizing audiovisual services, and filling special requests to contribute to the success of an event.

With its inviting guest rooms and suites, full amenities, and ample space for hosting family and business events of all kinds, the Lexington Plaza Waterfront Hotel offers the ideal setting for all travelers visiting Stockton.

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500 Bonus Starpoints per Night. Every Night. Register Now.

Nightly bonus rewards are back with our SPG® Night After Night promotion. Earn 500 bonus Starpoints® every night, plus an additional 5,000 every 10th night from January 7 through April 30, 2009. There are no limits on bonus earnings! Simply register by March 31 and earn unlimited rewards on all nights through April 30, 2009. Already registered? Book your stay and start earning bonus Starpoints! This offer is valid for stays now through April 30, 2009 at The Westin Charlotte along with over 890 Starwood properties worldwide.

The Westin Charlotte is conveniently located within footsteps of the uptown financial district, Charlotte Convention Center, Time Warner Cable Arena, Bank of America Stadium, Blumenthal Performing Arts Center, Discovery Place, Mint Museum of Crafts & Design, Levine Museum of the New South, and overall vibrant nightlife of Center City Charlotte.

Our 700 guest rooms and suites were designed to encourage ultimate relaxation. Rest in our signature Heavenly Bed®, and enjoy a soothing night’s sleep. We also offer High Speed Internet Access, 37” plasma HDTV, 24-hour room service, an ergonomic desk chair and large work desk.

Every aspect of Westin is carefully selected to create an emotional connection with our guests. Our sensory welcome greets you with warm lighting, beautiful botanical arrangements, signature music, and our calming white tea scent. Our Heavenly® Bed and Bath help you awaken refreshed and ready for the day ahead. Our SuperFoods breakfast restores with delicious options rich in nutrients and taste.

Sophisticated and urban, Bar 10 is an eclectic bar with a soothing waterscape, progressive sound, and unique view of the city’s center. The cuisine is clever, crisp, and clean with bold and distinctive flavors. Our Bar 10 Ders serve up unique top 10 wines, martinis, single malts, small batch bourbons, tequilas, and microbrews. A flat screen TV is above the bar, ensuring that you can catch the big game.

Ember Grille is a modern American grill incorporating the south’s distinctive flavors, with a fiery wood burning oven and rotisserie and an innovative, inventive wine list featuring top American wines. Its fresh, urban, contemporary design features an open kitchen and patio. A private dining room, Fireside, is available – please call the hotel directly to reserve.

Grab a quick bite or something to go. Charlotte’s Treats and Eats feature energizing Starbuck’s Coffee®, juices, beverages, rustic hearty salads, flatbread wraps, sandwiches, and delicious baked treats right out of the oven.

Energize your mind and spirit with a visit to Westin WORKOUT®, featuring massage treatment rooms, Cardio Theater equipment, machine weights, free weights, indoor lap pool and sauna.

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