Compass_Summer 2021 Master | Page 67

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station , get her into the car and then leave ,” she says . “ You know , just really pushing for the details of what the client can expect . What it comes down to is that you ’ re their advocate .”
Travel advisors should also consider certification . Special Needs at Sea offers an Accessible Travel Advocate certification for advisors . And Wisotsky completed her autism training and certification through IBCCES .
“ I wanted to do my due diligence to help everybody check off those bucket-list travel items , and so I made sure that our agency was special-needs certified ,” says Santillo . “ I ’ d say even if special-needs travel is not your specialty , it is a wonderful certification to have in your wheelhouse .”
This level of research and planning for accessible travel takes time , but Santillo doesn ’ t charge a consultation fee . Instead , Santillo , who has a master ’ s degree in management and 20 years of experience in marketing , focuses on adding value and serving clients . She recognizes that delivering a spectacular vacation to one client will likely lead to referrals .
Her approach is working . Santillo left her host agency to found Adventures by Jamie in September of last year . In that short time , it has grown to a full-service agency with 27 employees , in the midst of the global pandemic .
Many members of her team have direct experience with disability — their own or a family member ’ s — and everyone is certified through Special Needs Group , giving them additional insights about how to best serve clients . Ultimately it ’ s about delivering great service and making travel dreams come true , Santillo says .
“ I ’ ve made some long-lasting relationships with my clients ,” she points out . “ And I ’ m just so , so thankful to be able to provide a service for them .”
Questions for Clients
ADVENTURES BY JAMIE ADVISORS KAYTI BEHRENDS , HARLI MCCULLOUGH AND WENDY TRUCKENBROD SUGGEST THE FOLLOWING QUESTIONS THAT FELLOW TRAVEL ADVISORS CAN USE TO GET SPECIFICS ABOUT CLIENTS ’ NEEDS :
• What does a typical day look like for you or your family member ? Are your days very active or are they more laid-back ?
• Do you find yourself wanting or needing frequent breaks throughout the day ?
• Are there any “ triggers ” or situations that need to be avoided for you or your family member , including sounds , visuals , foods , etc .?
• What kind of weather best suits you , your interests or comfort level ? Are there certain times of year or weather conditions — for example , high humidity , cold temperatures — that we should avoid ?
• Has there ever been a situation of shock for you or your family member ? If so , what were the circumstances ?
• Are there specific things you consider “ comforts ”? Where are you most comfortable ?
• What does the perfect day look like for you or your family member ?
• What makes you or your family member smile the most ?
• What are your goals for this specific vacation ?
• Are there any trip requirements that are non-negotiable ?
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