We recently connected with Michael Pagliocca and have shared our conversation below.

Michael, thanks for joining us, excited to have you contributing your stories and insights. What’s something crazy on unexpected that’s happened to you or your business

Briefly, I have been in customer service since a kid. Up until the story below, I thought that I had heard, handled (very well), resolved and had seen it all.

I had just opened my Travel Agency (19 years ago). One of my first clients were a well traveled couple. They found me and booked a very expensive flight/land and cruise vacation to Tahiti (flight & land), followed by a 1 way cruise to Hawaii with land and air home. Money was no object and again, a well traveled couple (so they told me).
I was very clear about Passports and asked if they had them, etc. This was necessary for their travel itinerary. Skipping to the crazy part, the client phoned the cruise line and asked if a Passport was needed for their cruise from Tahiti to Hawaii. The cruise line not knowing about the flight from the USA told them no. Due to this,the clients did not renew their passports! Come time for their flight to Los Angeles from Orlando (they connected to a Tahitian Airline once in LA), the airline representative told them about the need for valid Passports for their connecting flight.
This was 6am on a Sunday morning and I was at a travel show, getting ready for a ship inspection in a few hours. I had them board the flight and would chat when they arrived in LA. I phoned everyone, everywhere including the office of the President of French Polynesia. Meanwhile, I was making the calls, speaking with my clients and all while onboard a ship, trying to learn about it. My calls went through my lunch, where I constantly had to excuse myself, etc.
Finally, I was able to reach someone at the Passport office, just outside the Los Angeles Airport (not sure how on a Sunday).
I made an appointment for them for the following morning, arranged an overnight hotel stay with directions to the Passport office. I phoned the Tahitian Airline, changing their flight date and spoke directly with the General Manager of their resort in Tahiti, begging him not to charge for the first night stay (which he understood and waived the cancellation fee).

My clients renewed their Passports the following morning and were on their way to Tahiti later that day. Fortunately, they were staying a few nights prior to the cruise, so no loos, other than the 1 night.
The clients never thanked me for the 10 hours helping them get out of a mess which they created. Once they returned, I fired them as clients.
One of my first clients and the first client that I ever fired…

The above was the most crazy, most grueling and most work that I had to do for 1 client booking until Covid!

Michael, love having you share your insights with us. Before we ask you more questions, maybe you can take a moment to introduce yourself to our readers who might have missed our earlier conversations?

I have been in customer service since a young age. I worked part time for my uncle(s) in their small diner, followed by a busboy and waiter as I was old enough. I loved the hospitality industry and working in family owned Italian restaurants. I have had the passion for travel since I was approximately 12 years old. I used to clip ads for motels/hotels and send away for their brochures (yea, I am that old). A few years beyond college, I went back and studied Travel and Tourism. I began selling travel to friends and family, working on commission only from a brick and mortar agency (this was late 70’s, before computers)! I continued for several years, then went to work for a regional airline, then as a Customer Service Manager and liaison with a car rental company. I was still working part time in a restaurant as I had a young family and a mortgage to pay. Long story short, something tragic happened at the restaurant and the family asked me to take over as their General Manager. I left my job at the very well know rental car company to work full time at the restaurant. I did this for several years until the restaurant (fine dining) was sold. Being out of a job, I took a position as the General Manager of a casual dining restaurant (part of a chain) which was still under construction while I trained elsewhere for 2+ months. I remained at that restaurant for 11 years before moving south with the same company. In 2004, I decided to go back to my love of travel and opened an agency while still operating the restaurant. Obviously, I needed to replace my salary before leaving the restaurant industry.

Thus, my agency opened, home based and I again began selling travel. I am very proud of the many, many destinations which I am considered an “expert” through training, testing and travels to the destination. I am most proud of how I am able to thoroughly research (I am incredibly thorough) the destination or cruise desired by my clients, providing them with the best option(s) for them, while saving them time and money!

To my potential clients, I will always work as hard as possible to provide you with the best client services, while selecting that perfect resort, cruise ship, tour, etc, for you. I only need you to pack! I am very detailed. Unlike some/many in the industry, my email proposals are sometimes small books, which most of my clients love…There are a few who want less, which works if this is what they want.
Much of my business consists of all inclusive resort vacations, custom tailored European vacations, mid-luxury cruise offerings and other destinations. I am certified for Costa Rica, Hawaii, Cancun/Riviera Maya (my number one destination asked for), The Caribbean, most cruise lines and more. I am proud of this too as much time, effort and resort/cruise site inspections have been taken (someone has to do it)! 😉🏨🛳️

There are many fine, knowledgeable Travel Agents/Planners throughout the country. The great thing about what I/We do is to be able to help clients with their plans, or if something is needed while traveling, regardless of where they live or where I am located. I have clients across the country and my best source of gaining new clients is by referrals!

I am fun, while being very professional to work with. Honestly, I will not take on a new client if I do not feel that I can help them with a substandard resort or cruise vacation. I would rather lose them then to offer them something that I cannot put my name (and reputation) behind, even if it is their idea.
If you were able to read my story about how I solved an immense problem which clients created for themselves on a Sunday while I was doing a ship inspection, taking 10 hours resolving their problem…You will understand what I provide to my clients. Finally, instead of spending many thousands of dollars on marketing, I give back to my clients with various gifts in their rooms, maybe something for the kids, Birthday cakes, onboard credits and more.

What’s been the best source of new clients for you?

The best source to earn new clients is by far – Referrals. I built a very strong reputation for honesty, incredibly thorough work ethic, offering competitive rates and especially adding value to their vacations…Adding value may be in the form of upgraded room, car rentals, etc. It may be value when I add an onboard credit to their cruise, cutting down a bit on their spending. Other times, it will be providing them with private drivers when on some of the Caribbean islands…Drivers who I have built a rapport with, drivers who I have personally toured with, etc.

Additionally, as a thank you to those who referred someone to me, I will provide them with a gift from time to time…Maybe a gift card to a favorite restaurant or coffee shop, etc. This, along with my reputation keeps my clients sending me referrals, which I usually turn into loyal, ongoing clients. My business is in its 19th year and I have many clients who have been with my for 15 years or longer!
Something that I am very proud of too!

What do you think helped you build your reputation within your market?

A reputation is something that is earned and takes time to earn! My integrity, strong work ethic, knowledge of the product and offering the correct/perfect product to my clients (matching clients to the correct product is key) certainly helped me earn my reputation as a Travel Planner/Agency Owner who will go far above to help ensure that my clients are not just happy, but thrilled about their vacations.

Returning a phone call or email within a few hours (usually minutes) adds to a reputation. Answering an email on a late Sunday night because my client lives on the other coast and/or works odd shifts/days adds to my reputation. Of course, offering competitive rates, while providing wonderful service always and throughout the years adds to my reputation.

The volunteer work that I do in my town is noted locally and throughout a few social media platforms…This adds to my reputation and credibility!

Contact Info:

• Website: www.elitetravelplanners.com
• Facebook: Elite Travel Planners
• Linkedin: Elite Travel Planners Michael Pagliocca