We were lucky to catch up with Bill Christman recently and have shared our conversation below.

Hi Bill, thanks for joining us today. Crazy stuff happening is almost as certain as death and taxes – it’s technically “unexpected” but something unexpected happening is to be expected and so can you share a crazy story with our readers

The onset of COVID-19 presented an unprecedented challenge for our company. We found ourselves in a constant cycle of cancelling and rebooking travel arrangements, repeating this process time and again as we waited for travel restrictions to be lifted. This period was, without question, the most difficult our business has ever faced.
In the travel industry, payment is typically received only after clients return from their vacations. With travel on hold and no one able to take trips, our revenue stream was effectively shut off, putting substantial financial pressure on us.
A crisis often reveals the true character of people. While we have always been blessed with wonderful clients, this period also brought significant stress. Some clients, faced with their own frustrations, had expectations that were impossible to meet and, unfortunately, resorted to making threats that made our lives even more challenging.
During the height of the pandemic, one particular client who had booked a Hawaiian cruise imparted one of the most valuable lessons I have learned in both business and life: always do the right thing, as it will reward you hundred times over.
Faced with the choice between a refund and future cruise credit, this client chose to accept the future cruise credit and rebook her trip for a later date. To formalize this arrangement, she signed an acknowledgment form with the cruise line confirming her understanding that the cruise credit was non-refundable and needed to be used within one year.
Well…
As the world situation became increasingly stressful for everyone. The client who had initially agreed to accept a future cruise credit instead of a refund grew frustrated as travel restrictions remained in place. Her patience wore thin, and she began to demand a full refund, threatening negative consequences if her demands were not met. Unfortunately, because she had signed an agreement with the cruise line it was not possible to issue her a refund.
The client expressed her dissatisfaction in multiple ways. She reached out to us repeatedly, sometimes calling two or three times each week to reiterate her demands. She also took to social media, leaving negative comments on nearly every post we made and accusing us of wrongdoing. This persistent criticism was difficult to manage and affected not only our team but also our reputation. There were moments when the situation became so overwhelming that it felt as though offering her a personal refund just to resolve the conflict would have been a relief. We have chosen to respond with professionalism by remaining courteous, listening to her concerns, and addressing her claims on social media with composure, while maintaining hope for a miracle resolution.
Resolution was achieved through the intervention of an executive from the cruise line. Amidst challenging circumstances, this individual demonstrated notable compassion and professionalism. Although our concerns represented a minor aspect of the company’s overall operations, the executive was willing to personally address our issue. Her genuine concern and proactive approach were apparent throughout our conversation. In contrast to the prevailing self-interest experienced elsewhere, her service-oriented attitude stood out. She provided an effective resolution promptly, which we greatly appreciated. Her professionalism, solution-focused thinking, and willingness to address our concerns directly—rather than relying on standard legal responses—were commendable.
The client received her refund but never acknowledged it, thanked us, or returned as a customer. That’s fine, what she did is priceless. She facilitated our introduction to “Ms K,” whose qualities have influenced my professional approach and contributed positively to our business. When I see her at events, on social media, or on podcasts, I am reminded of these attributes and their impact.

Bill, before we move on to more of these sorts of questions, can you take some time to bring our readers up to speed on you and what you do?

I have traveled the world and enjoy sharing that enthusiasm with my travel clients. Every year, I host two to three group trips, ranging from 15 to 40 people, in addition to supporting numerous individual travelers and non-hosted groups.

Recent journeys have included the Caribbean islands, Iceland, Ireland, China, Italy, Spain, Portugal, Antarctica, and France. Over the past 12 years, our adventures have spanned cruises, guided tours, and all-inclusive resorts, further deepening our love of travel.

I believe traveling the world unites people, fosters connections across cultures, and celebrates the beauty of diversity. Through exploration, I have discovered both the uniqueness and similarities that bring us together. For me, travel transcends just a profession — it is a calling and sharing that passion with others is my primary motivation.

As a retired US Army Warrant Officer, I built a career on dedication and resourcefulness, empowering my soldiers and prioritizing their well-being. Today, I carry that same commitment into travel planning, striving to ensure that our travelers’ experiences and memories are always a top priority.

The prospect of packing a suitcase and embarking on a new adventure brings joy and excitement. I consider it an honor to manage the details and planning, whether for a few days or several months, making each journey seamless. With me, travelers are never alone, I am with them every step of the way.

We often hear about learning lessons – but just as important is unlearning lessons. Have you ever had to unlearn a lesson?

Clever gimmicks don’t attract clients. I’ve had to relearn this lesson: in branding, advertising, or personal presentation, it’s tempting to try creative tricks, but clients actually value authenticity. Be you

We’d love to hear about how you met your business partner.

People often ask how I became a franchise owner. After retiring from the US Army, I worked in demanding executive contracting roles, including as Senior Logistic Advisor for a military contractor in Afghanistan. When I returned home, I wanted a less stressful job and looked for entry-level positions but couldn’t find one. So, I decided to research franchise opportunities and found an article listing the top options for veterans. The article had a list summarizing the top 50 companies with links further explore each franchise. The first two I considered—a tool distributor and sandwich shop—demanded too much investment or time. While looking into my third choice, a restoration company, I accidentally clicked on Cruise Planners and immediately knew it was the right career for me. As they say the rest is history

Contact Info:

• Website: https://abctravelpros.com
• Instagram: https://www.instagram.com/cruiseplanners.abctravel/
• Facebook: https://www.facebook.com/ABCTraveldbaCP
• Linkedin: https://www.linkedin.com/in/bill-christman-58583583/
• Twitter: https://x.com/ABCTraveldbaCP