I like to say the tour business is a moving target that is always evolving. We create the product - and most of the time there are no less than 30 different tour components for each tour. We are used to the fact that anything can happen at any given time!

At the end of the tour our travelers rank every one of these tour components. These written questionnaires immediately get returned to our office and are graded. Based on a zero to 100% range, Mayflower's quality average is 92%.

This is the heart of our Quality Assurance initiative. We do not call this a "quality control" program, as the word "control" denotes that we handle challenges after the fact. "Assurance" means solutions are in place before a holiday departs.

We are blessed and usually hear from our travelers when something goes wrong. Recently one of our hotels was under a minor renovation and there was only one elevator working. The hotel rooms were not ready for scheduled check-in, amenities like ice were missing, and not enough staff on hand also played into a less than desirable situation.

Mayflower Tours offers deluxe escorted holidays featuring a professional Tour Manager on every departure. When the Tour Manager became aware of these challenges, she immediately sprung into action working on site to remedy everything. She got the OK to use the service elevator; since her room was ready she gave it to the travelers - and all of the other items were taken care of within an hour.

Things can get off track, so how you handle them separates you from the pack. Set your standards and don't waver from your desired quality level. Great traveler service creates great traveler satisfaction and loyalty. We have an obligation to our travelers to deliver the utmost experience and meet or exceed their expectations. The worst mistake you can make is to ignore a bad situation and hope it goes away. You need to address these negative situations head on so that it passes quickly and painlessly.

The travel business is not for the faint of heart yet the rewards are ultimately satisfying. And for your travelers never forget...that today's tours are tomorrow's memories!