FOLLOWING ARE ANSWERS from Leisure Group Travel readers whoresponded to the questions: In craftingitineraries, what do you add at little orno cost that makes a big difference in satisfying customers? Are there hidden extras, surprises, even gifts that provideicing on the cake and bring smiles to passengers’ faces?

To add value and that extra little sur-prise, I give some gift from our bankwith each trip— an umbrella, bag,deck of cards. Their value is in relationto the cost of the trip. For our Australiatrip and Alaskan cruise, I gave every-one very nice rain jackets that they allloved. Plus we could always find eachother with our yellow hoods. As an-other little value, I always carry a coolerwith water under the bus. It is muchappreciated, and I serve goodies likegranola bars, homemade Rice Krispiebars or trail mix.

Ellen Borkenhagen Top of the Hill Club Director

Profinium Financial, Inc.Fairmont, MN

On a recent tour to New Orleans, afterdinner at the New Orleans School ofCooking, I gave each customer a cook-book autographed by the author or abottle of seasoning as a surprise. I alsoincluded a mint julep or lemonade atOak Alley Plantation. On the sametour, I included a Backbeat Tour ofMemphis as a “mystery” the last morn-ing of the tour.

Any extras add excitement and that

feeling of receiving something “special.” Jane Julian

Jane’s JourneysWest Frankfort, IL  

As a New England receptive operator,we have been including festive “tourhats” for all passengers on our specialtythemed tours. Such as lobster hats forour “Maine Lighthouses & Lobsters”coastal tour and moose hats for our“Maine Moosin’ Tour,” which features a moose watch excursion in Rangeley. On our “Leaves and Locomotives” tourof New Hampshire and Maine duringthe fall foliage season, each passengerreceives a souvenir engineer’s cap.

Donna Hanson, VP of FunThe Maine Tour Connection

South Portland, ME 

What our travelers to New York Cityappreciate are the free admission vouch-ers that we provide to some of the mostpopular attractions. They get a choiceof admission to the Empire State Build-ing Observatory, Museum of the Cityof New York or a harbor cruise withNew York Water Taxi. Additionally,

on the record �

LeisureGroupTravel.com June 2010 13

Little Extras Make a Big Difference

ELLEN BORKENHAGEN JOEL COHEN JANE JULIAN

they get a choice of free admission tothe American Museum of Natural History, Metropolitan Museum of Artor Top of the Rock Observation Deck.These admission choices are free forevery person; they are not a “buy oneget one free” offer, nor do they have anystrings attached. The free admissionsare worth up to $40 per person.

Joel Cohen Vice President

New York City Vacation PackagesKingston, PA

Our company’s favorite value-added extras include: A free travel tote bag,sling pack or backpack (as appropriatefor age group); beverages and snacksavailable on board the coach through-out the trip; a welcome card and specialsnack that is sent ahead and placed intheir hotel room for when they arrive.(And if they change rooms five times,they get five welcomes!) “Secret” stopsalong the way vary from a surprise stopat an attraction to a bonus free mealduring the trip.

Lena Mulcahy Entourage Management

Bowling Green, KY

Presently I am hosting our group on a Rhine River cruise. The smoochies or the unexpected surprises really make thedifference out on tour. Each night in our travelers’ cabins,they receive a written description of what they are going to seethe next day as well as a very small chocolate or item of thelocal region on their pillow. As we all are saying good night, I can feel the excitement over what their treat will be whenthey return to their cabin. Sometimes we give them a recipeon a local delight or a poem. It really does not have to be ex-pensive, just one last thought before they close their eyes. The difference is in the details.

Mary Stachnik, Co-OwnerMayflower Tours

Downers Grove, IL

I always add in a small amount for the extras – an ice creamcone at DQ or a special place in a city. Sometimes I stop at arest area and provide snacks. Watermelon is a favorite, alsocarrots and celery sticks, cookies and peanut butter and crack-ers. I provide water and soda as well. I also take along gifts for

on the record ❖

14 June 2010 LeisureGroupTravel.com

games. However, many times we don’thave the time to play a game, so I giveeveryone a ticket and draw for prizes. I like to get such things as food itemsthey can consume, not things to takehome and throw in a drawer. Also sea-sonal items.

Jeanne Sleeth Classic Club Officer

Empire BankSpringfield,  MO

I try to plan rest stops and lunch stops that include something extra. For example, we made a rest stop at St. Joseph’s Pony Express—it only tookabout 30 minutes to tour and theyhave restrooms. That gives everyone anice stretch and something interestingto break up the long ride. They take

just as long if we stop at a truck stop,using facilities, stretching and purchas-ing snacks. We also made a rest stop at Dodge City, where we stopped at the visitors center and timed it so theywould be able to see the gunfight out-side. Also, I try to incorporate lunchstops that may include shopping orbrowsing, such as Cracker Barrel andCasey Jones Old Country Store.

Cindy D. Mosley, DirectorPBNB Crown Club

Pine Bluff National BankPine Bluff, AR 

Get the best prices and service in group travel today.Every tour is totally customized to the needs andbudget of your group.Ask for a free quote!

• Book it all – air, hotels, motor-coach, sightseeing, activities,guides, meals, shows, meetingspace, exclusive events, insur-ance – even a tour manager.

• You decide your selling price,so you set your profit.

• Flexible payment options.

• Any type of group – student,alumni, religious, family,reunion, retirement, club...

• Destinations near home oraround the world – create yourown itinerary, or we’ll help you.

• Every group receives the bestpossible price and personalizedservice from our staff.

• Cruise Groups – gain addedvalue from every cruise withhotel nights, transfers andsightseeing before the cruise,while ensuring your groupdoesn’t miss the cruise depar-ture. Book exclusive shoreexcursions from ports-of-call,or inspiring post-cruise travel.

• Staff in our global office net-work provide local assistancewith on-the-road issues.

Customized Groups: Tel: 800-808-9547 | Fax: 800-808-9548 | Groups.tb@gta-travel.com

Superior Value | CustomizedService

LeisureGroupTravel.com June 2010 15

IN THE AUGUST ISSUE of Leisure Group Travel, our

On the Record column will look atgroup interaction on the road. Please send us your response to

this question:

How do you get a busload of strangersto mix and socialize? What are your

techniques for promoting group camaraderie on tours?

Along with your comments, please include your name, company nameand location. Also for publication,

send a high-resolution photo of yourself. A selection of responses will be printed in the August 2010issue. Thanks in advance for your

valuable opinions.

Send to: Randy Mink, randy@ptmgroups.com

Leisure Group Travel was deluged with

reader responses on how tour planners

make trips special by providing value-added

extras. Go to LeisureGroupTravel.com to

see all the great responses that didn’t make

it into our print issue.