Keene Luxury Travel
Ngaire Keene, president of Keen Luxury Travel, brought Susan Walsh on board after working with her for over 20 years in a non-travel company.
It’s been 12 years since Walsh joined Keene’s agency, and in 2015, she recorded nearly $6.5 million in sales volume — all of which came from leisure travel. In 2014, she was a Travel Agent Top 25 All Star and in the past two years, she’s increased her annual sales volume by $2 million. That was likely due to a dramatic increase in referral business, Keene tells us.
“From day one in the travel business she was a superstar,” Keene says.
Recently, Walsh organized a multigenerational family trip with members coming from over 10 different locations. She organized cruise, hotel and dining reservations, tours, transfers, travel insurance, and air travel for each family member. Despite an airline strike, the trip went exactly as planned. The family said that it was the trip of a lifetime.
Walsh’s success speaks to her dedication to the job — but more importantly to her clients.
“Clients have told me that they send e-mails to her at midnight and she often responds that evening or they e-mail in on a Sunday and expect an e-mail on Monday but they get a reply immediately on Sunday,” Keene says. “They are amazed at her response time.”
Many people seek instant gratification, so by delivering on what her clients want, Walsh creates overly satisfied customers, who recommend her to their friends and family.
“Treat each client as if they are your only client,” Walsh says. “Treat them with the respect and the immediate responses they deserve and it will come back to you tenfold.”