On staying reachable
A short note on the part of the job nobody talks about — being on the phone when it matters.
Isaac
IC Vacation · Advisor
Nobody talks about this part of the job. The phone call at 11pm when a volcanic ash cloud grounds flights across Europe. The text at 5am when a hotel has overbooked and the family is standing in a lobby. The email on a Saturday afternoon when a cruise line changes the itinerary with three days' notice.
What reachable means
It does not mean 24/7 availability for questions that can wait until Monday. It means that when something goes wrong — genuinely wrong, on the road, with a client mid-trip — there is a human who picks up. Not a call centre. Not a chatbot. A person who knows the trip, knows the client, and can make a decision.
There is a human who picks up. Not a call centre. Not a chatbot.
Why it matters
Because the value of an advisor is not visible on a good day. It is visible on the bad one. The rerouted flight. The medical emergency. The missed connection that cascades into three lost bookings. In those moments, having someone who knows what to do — and who is already on it before you finish explaining — is the entire point of the relationship.
This is the least glamorous part of the work. It is also the part that makes people come back.
