1. Purpose of this Guide

This guide outlines how all Independent Contractors representing Starfish & Teacups Travel communicate with clients, suppliers, and each other. These standards help protect our brand reputation, ensure compliance with BC licensing rules, and create a consistent client experience across the agency.

2. General Expectations

All advisors must:
• Communicate professionally, clearly, and kindly at all times.
• Use the agency’s branding, agency name, and agency address in all client communication.
• Follow CPBC requirements for transparency, invoicing, and proper recordkeeping.
• Use Tern for all client files, trip data, and invoices so that commissions can be tracked correctly.
• Reply to client messages within one business day whenever possible.
• Maintain professional boundaries while still providing warm and helpful service.

3. Approved Communication Channels

Advisors may use the following:
• Email
• Phone
• Video calls (if you choose)
• Social media messaging
• Text messaging

Each advisor may choose their preferred methods with clients, but communication must remain professional and compliant.

4. Agency Email and Branding Requirements

• All client communication must use your Starfish & Teacups Travel email address.
• Always identify yourself as an Independent Contractor with Starfish & Teacups Travel Ltd.
• Always include the branch address and CPBC licence number in your signature.
• Do not use personal branding, business names, personal logos, or alternate business identities.

5. Response Time Standards

• Aim to respond within 24 hours on weekdays.
• If additional time is needed, send a quick acknowledgment and confirm when you expect to follow up.
• Weekend responses are appreciated but not required unless previously arranged with your client.

6. Respectful and Inclusive Communication

• Use client names and preferred pronouns.
• Avoid assumptions about budget, family structure, or travel preferences.
• Keep all interactions judgment free.

BEST PRACTICES: EMAIL VS PHONE VS MESSAGING

This section helps you to choose the best method for different types of communication and sets expectations for professionalism across all platforms.

1. Email

Email is the preferred and most reliable communication method for travel planning.

Best Uses

• Quotes and proposals
• Confirmations and invoices
• Documentation and instructions
• Terms and Conditions
• Important updates
• Client intake forms
• Follow-up reminders

Best Practices

• Write in clear paragraphs.
• Avoid long blocks of text.
• Use bullet points when possible.
• Summarize key details at the top.
• Use a warm, friendly tone.
• Always send confirmation emails after phone calls or text conversations.

2. Phone Calls

Phone calls help build rapport and clarify complex information quickly. Advisors may choose whether to use phone calls regularly or selectively based on their comfort level.

Best Uses

• Trip planning calls and consultations
• Walking clients through complicated itineraries
• Urgent issues related to travel, such as flight interruptions
• Clarifying detailed needs that would require lengthy writing

Best Practices

• Ask clients to schedule calls instead of offering unscheduled drop-in times.
• After the call, send a recap by email to document what was discussed.
• Keep calls to 15 to 30 minutes unless previously arranged.

3. Text Messaging

Texting is optional for advisors.

Best Uses

• Quick reminders
• Confirming meeting times
• Urgent day of travel situations

Best Practices

• Never deliver quotes, invoices, or detailed instructions by text.
• Keep messages brief and direct.
• Always follow up with email if the information needs to be recorded.
• Never message after 8 p.m. unless there is an active travel emergency.

4. Messaging Apps and Social Media

Many clients reach out through Facebook, Instagram, and similar platforms.

Best Practices

• Acknowledge their message and redirect them to email for all trip details.
• Never provide quotes through social media messages.
• Avoid discussing pricing publicly in comments.

Example:
“Thank you so much for reaching out. I would love to help with this. To make sure I can give you the correct information, can you please email me at ___? I will take great care of you.”

PHONE CALL SCRIPTS FOR ADVISORS

Below are ready to use scripts you can follow for consultations, updates, and after travel touchpoints.

1. Initial Discovery Call (15 minutes)

Script

“Hi, this is ______ with Starfish & Teacups Travel. Thank you for taking the time to meet with me today. Before we get started, I want you to know that I am here to make this process simple and enjoyable. I will ask a few questions so I can learn what matters most to you. After that, I will send a detailed quote by email so everything is documented clearly. Does that sound good?”

Key Questions
• Who is traveling
• Dates
• Flexibility
• Budget range
• Resort or cruise preferences
• Special requests
• Prior travel experience

Closing Script
“Thank you so much. I have everything I need to begin working on your quote. You will receive an email from me within one to two business days. If anything changes before then, feel free to message me or email me.”

2. Quote Review Call

Script

“I am excited to go through your vacation details with you. I will walk you through the main options first, then we will discuss anything you would like to adjust. I will also summarize this by email afterward so you have all the information in one place.”

Flow
• Highlight what matches their priorities
• Review inclusions and add ons
• Clarify pricing
• Ask if they feel ready to move forward or if they want variations

Closing Script
“Great. I will send an updated quote based on everything we discussed today. You will see it in your inbox shortly.”

3. Pre Travel Call

Optional but appreciated.

Script

“I wanted to check in before your trip to make sure you feel totally prepared. Do you have any last minute questions about your itinerary, tickets, or transfers?”

Cover
• Travel documents
• Check in instructions
• Airport timing
• Insurance contact numbers
• Emergency support process

Closing Script
“I am so excited for you. I will keep an eye on your booking and I am always here if you need me. Have the most amazing trip.”

4. Post Travel Thank You Call

Optional.

Script

“I just wanted to welcome you home and check in about your vacation. I would love to hear what you enjoyed most and if there is anything I can improve for your next trip.”

FOLLOW UP EMAIL TEMPLATES

Here are polished templates you can copy and paste.

1. Follow Up After Sending a Quote

Subject: Checking In About Your Vacation Quote

Hi [Client Name],
I hope you are having a great day. I wanted to follow up and see if you had a chance to look over the vacation quote I sent. I am happy to answer any questions or revise anything you would like to adjust.

Let me know what you think and I will take great care of the next steps.

Warmly,
[Advisor Name]
Independent Contractor, Starfish & Teacups Travel Ltd.

2. Follow Up If They Asked for Revisions

Subject: Working on Updated Options for You

Hi [Client Name],
Thank you for your message and for letting me know what you would like adjusted. I am working on several updated options for you now. I will send them to you shortly and will make sure everything aligns better with what you are looking for.

If anything changes in the meantime, feel free to email me.

Warmly,
[Advisor Name]

3. Follow Up After No Response (Friendly and Light)

Subject: Still Here When You Need Me

Hi [Client Name],
I wanted to check in quickly in case my last email got buried. I am still here and happy to help with your trip planning whenever you are ready. Just let me know how you would like to move forward.

Have a great day,
[Advisor Name]

4. Follow Up After a Phone Call

Subject: Thank You for Chatting With Me

Hi [Client Name],
It was wonderful speaking with you today. Here is a quick recap of what we discussed so everything is clear and easy to reference.
[Insert bullet point summary]

I will begin working on the next steps right away. Thank you again for your time.

Warmly,
[Advisor Name]

5. Follow Up After Travel

Subject: Welcome Home

Hi [Client Name],
Welcome home. I hope your trip was filled with great memories. When you have a moment, I would love to hear what you enjoyed most. Feedback helps me tailor future vacations even better.

Whenever you are ready to plan your next getaway, simply reply to this email or visit our website’s contact page.

Warmly,
[Advisor Name]