As technology becomes smarter, how do we make sure we become even better at being human?
In this episode of the Travel Agent Achievers Podcast, Ros sits down with Peter Merrett, former chef, multi-award-winning luxury hotelier, Australia's 2024 Keynote Speaker of the Year and author of Wonderlicious: Bringing Wonder Back to Life, Leadership and Service.
Peter's work centres around his philosophy of Remembering Human Intelligence®, bringing us back to the presence, curiosity, attention and human connection that can so easily disappear when we're focused on efficiency and getting to the next thing.
Together, Ros and Peter explore what travel advisors can learn from world-class hospitality about creating client experiences people genuinely remember.
You'll hear about:
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Why connection matters more than simply completing the transaction
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Peter's reimagining of VIP as Very Important Personalisation
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Why five-star service doesn't need to cost more
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How two simple words, "What else?", can change a client experience
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The importance of making clients feel seen, heard and appreciated
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How to create "invisible magic" by remembering the details clients share
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Why the craftsmanship behind every client touchpoint matters
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How simplexity can help make complex travel experiences feel effortless
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Why Peter believes pressure is a privilege
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How technology can create more room for human connection rather than replace it
One of the biggest reminders from this conversation is that creating an exceptional experience doesn't necessarily require more money.
It requires more attention.
As a travel advisor, you already know so much about your clients. Their celebrations, preferences, families, travel dreams and the things that matter to them.
The opportunity is to pay attention to those details and ask:
What else could I do to make this person feel genuinely seen, heard and appreciated?
Connect with Peter Merrett
Learn more about Peter, his speaking and Wonderlicious: Bringing Wonder Back to Life, Leadership and Service:
Peter Merrett LinkedIn
Peter's Book - Wonderlicious
Find the Full Episode & Resources
For the full show notes, resources and more from Travel Agent Achievers:
Travel Agent Achievers Podcast
