Today premiers the first episode of our 4-part Client Experience Series! Join us as we explore all the ins and outs of creating a memorable, signature client experience. This week, we are talking about how your brand experience impacts the client experience more than you may realize. Learn to define your business purpose, gauge a client's expectations, and create memorable memories from the first moment the learn about you to the post-trip check-in.
*For the next few weeks, enjoy replays of listener favorite episodes that were previously behind a paywall. We will be back soon with newly-recorded content.
Join Brianna as she chats with Megan Vatnsdal, the passionate entrepreneur behind Onyx and Evergreen Travel, to discuss the ins and outs of attracting new clients and crafting value in our sometimes competitive industry. They explore marketing, but with a twist – how to use events as a way to showcase your value and serve as a catalyst for travel business growth. Plus, they also chat about mentorship, networking, and growing into your entrepreneurial mindset.
*For the next few weeks, enjoy replays of listener favorite episodes that were previously behind a paywall. We will be back soon with newly-recorded content.
Love travel and planning it, but hate the sales part? In this episode, Brianna and guest Glenda from The Art of Selling Travel delve into the art of sales and client relations. Glenda shares her seasoned approach to pricing negotiations and reframing rejection, all while maintaining an authentic human connection. She provides invaluable insights on asking the right questions and building rapport that help build connections with clients. Through this candid discussion and personal stories, they unravel the complexities of selling travel experiences, advocating the power of conversation over assumption.
*For the next few weeks, enjoy replays of listener favorite episodes that were previously behind a paywall. We will be back soon with newly-recorded content.
Host agencies...how do you find the right fit for you? Whitney delves into this world with special guest Steph Lee, the founder of Host Agency Reviews. They discuss the importance of transparency in the travel industry, the challenges and opportunities that come with reviewing host agencies, and tips for travel advisors on switching host entities. Steph shares her personal journey from managing a host agency to creating a vital industry resource that helps travel professionals make informed decisions based on honest reviews and comprehensive directories.
Get Brianna's free "Branding Your First Impression" webinar: https://mastersintravel.myflodesk.com/dmyliai2lk
*For the next few weeks, enjoy replays of listener favorite episodes that were previously behind a paywall. We will be back soon with newly-recorded content.
Is there a certain part of the world that tugs at your heart strings? If you want to learn more about developing a travel planning niche, this is the episode for you! Brianna chats with Lori Gold, the travel savant behind Mexperts, who has built an impressive career curating personalized trips in the Mexican Caribbean AND as an expert advisor with resources to share. Lori shares her evolution from a generalist travel agent to a specialized advisor, the challenges of entrepreneurship, and how her love for the Mexican Caribbean fueled her niche expertise. From this discussion, you'll gain insights on the importance of passion in your work, the possibility of becoming an expert that can support other advisors, and how your career can take unexpected turns.
In this episode of Masters in Travel, Whitney dives into the art of marketing with the experienced Kaytee Fisher, founder of Moxie & Fourth, and guru about all things email marketing for travel advisors. They dissect the strategic layers of marketing: the importance of understanding your target audience, the value of consistency, and tools and tricks for upping engagement. Plus, Kaytee shares her insights on the balance between using various marketing platforms and concentrating on a few that yield the highest ROI. Whether you are just starting as a new advisor and need the basics, or are a seasoned advisor who needs some marketing fine-tuning, this episode has insights for you!
*For the next few weeks, enjoy replays of listener favorite episodes that were previously behind a paywall. We will be back soon with newly-recorded content.
In this insightful episode, Brianna and special guest Kate Sullivan peel back the curtain on the concept of self-fam trips in the travel advisory world. From their personal experiences to the nuances of independent hotel site inspections and strategic relationship building, they offer a deep dive into the professional benefits and challenges of self-organizing familiarization trips. Plus, they discuss the intricacies of planning, executing, and capitalizing on these experiences to enhance their service offerings and bolster their expertise in the luxury travel market.
*For the next few weeks, enjoy replays of listener favorite episodes that were previously behind a paywall. We will be back soon with newly-recorded content.
On today's episode, Whitney is joined by Jen Lee, VP of Industry Engagement and Support for Travel Planners International, to talk about a valuable asset for any travel business: client reviews. Get tips on how to ask for reviews and maximize their potential for attracting future clients. Whitney and Jen talk about how to prompt clients to leave detailed reviews, how to respond to positive and negative reviews, and how to creatively leverage views on your online presence.
*For the next few weeks, enjoy replays of listener favorite episodes that were previously behind a paywall. We will be back soon with newly-recorded content.
In this candid Shop Talk episode, Brianna joins from Costa Rica, where she’s spending a month on a “sabbatical-ish”—a slower pace of work made possible by years of intentional business design. She and Whitney unpack what it really takes to step away from the day-to-day without compromising client experience. They discuss shifting from task-based delegation to outcome-based leadership, building a team culture rooted in ownership and empowerment, and redefining success beyond revenue. Plus, they reflect on the personal and professional growth required to truly let go and why they’ve decided to sunset the Advisor Accelerator after five impactful years.
Representation companies are often misunderstood, but they’re one of the most valuable allies a travel advisor can have. In this episode, Whitney and Natalia Aldacour-La Borie of TL Portfolio demystify the role of representation companies, explain why advisors should rely on them more often, and share how these partnerships elevate client experiences and advisor businesses alike.
Takeaways:
How reps act as liaisons between advisors and suppliers and why that connection matters
The visibility and consistency in the market that reps provide for suppliers
Why advisors should loop in their reps early and often when working with suppliers
How reps can support marketing efforts and supplier education
In this episode, Whitney talks with Kaleigh Kirkpatrick and Julie Jamgochian from Shameless Tourist about how they’re reimagining travel advising through AI. Instead of just dabbling, they’ve fully embraced AI tools—from itinerary review bots to inbox systems and trained ChatGPT models that write like them. They discuss what’s working, what’s not quite there yet, and how curiosity fuels their innovation.
Takeaways:
Why dedicating team resources to AI research has paid off for their business
How ChatGPT is integrated into marketing, emails, and itinerary reviews
The tools they’re testing now—from AI concierges to real-time rate trackers
How AI can enhance personalization and efficiency without compromising quality
This episode dives into the critical (but often misunderstood) differences between training, coaching, and mentoring in the travel industry. Jeremy Seulich and Whitney unpack why using the wrong term can lead to misaligned expectations, and how understanding each role can help travel advisors find the exact support they need to grow. From the relational roots of mentorship to the goal-driven power of coaching, this conversation is a must-listen for anyone building a career in travel.
This month’s Shop Talk is a masterclass in both luxury travel and operational resilience. Brianna recaps her epic Emirates first-class experience—secured via a flurry of points and last-minute magic—while Whitney walks us through losing both her employees in five weeks, onboarding overseas hires, and simplifying systems without skipping a beat. If you’re navigating growth, hiring, or unexpected transition, this conversation will meet you right where you are.
In this conversation on DMCs, Whitney flips the script and chats with Hicham Mhammedi Alaoui, co-founder of Experience Morocco and The Travel Collection, to shine a light on the DMC side of working with travel advisors. They unpack how DMCs can create unique and memorable experiences without breaking the bank, how global expansion works behind the scenes, and what travel advisors should know to build successful partnerships. Hicham shares candid advice on communication, budgets, and the ever-evolving landscape of destination management, offering invaluable insights for both new and seasoned travel entrepreneurs.
Brianna welcomes Sahara Rose Devore, founder of the Travel Coach Network, to discuss the power of using personal stories and deeper purpose in building a thriving travel business. They explore how travel professionals can differentiate themselves in a crowded marketplace by tapping into their personal “why,” connecting more meaningfully with clients, and combining coaching principles with traditional travel advising. Sahara shares about her transformative journey from solo traveler to industry innovator, giving practical tips for business owners seeking more authenticity and alignment in both their marketing and client relationships.
How can you talk about hotels in a way that inspires and informs your clients? Joining Whitney this week is Madeline Steuber to shine a spotlight on the art of hotel and experience recommendations in the travel industry. Fresh from a FAM trip to Cape Town, they discuss the pitfalls of using superlatives (“the best hotel,” “must stay”) without context, emphasizing the importance of thoughtful, client-centered matching. And they dive into differentiating between luxury properties, understanding client priorities, and asking better discovery questions to ensure every traveler is matched with their ideal stay—not just “the best” one.
Pull back the curtain on a Master Hour inside the Advisor Accelerator, where Sarah Williams of Rebel Office Inc and the host of IT'S A VIBE Podcast joins us to talk about client experience! We dive into topics like client retention, the art of client onboarding/offboarding, and the power of nurturing long-term relationships with clients. Plus, we cover nuanced topics like how to create personalized touch-points that strike a balance between professional boundaries and friendly engagement + incentivizing referrals in a way that feels authentic rather than transactional. (This is a replay episode that originally aired in April 2024)
Shop Talk is where we talk about what is going on in our travel businesses, getting honest about the day to day and big picture successes and struggles. Brianna shares her transformative experience at a mastermind retreat, discussing both the energizing connections and the personal growth challenges she faced. Whitney recaps her recent travels—from Italian food explorations to her first-hand experience planning travel in Japan—highlighting the lessons learned when stepping outside comfort zones, both professionally and personally. As always, we have reflections & advice for travel advisors, and reminders to celebrate wins and learn from challenges along the journey.
Brianna dives deep into 'client experience', highlighting how creating a memorable and seamless experience for clients is not just about logistics and beautiful locations, but about how clients feel throughout their journey working with you. Tune in for insights and practical strategies to enhance client experience, drawing from Brianna's near decade of running a travel business. She breaks down the process into three key pillars: thoughtful communication, seamless logistics, and personal touches. Tune in for actionable tips to elevate client connections and ensure repeat business.
Making the leap from a corporate job to full-time travel advisor is a courageous and scary decision, and here to share her story about making the leap is Julia Asselin of The Itinerary Girls. Tune in to hear about her personal journey of balancing her burgeoning travel business while working a full-time job and the eventual leap to becoming a full-time entrepreneur. The conversation provides valuable insights into branding, marketing strategies, and building a clientele in the oversaturated travel industry. If you are contemplating a similar decision, Julia's story serves as inspiration to take the plunge into entrepreneurship.
