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In Concert - Crystal Alliance, Fall 1999
Partner Profile
"I don't want Crystal to build a third ship," declares Mary Jean Tully. " I want then to build a fourth and fifth ship!" Such statements typify the enthusiastic, "no-fear" attitude of the luxury cruise marketing dynamo, whose 12-year-old, 24-person Toronto agency booked over $14 million in luxury cruise sales last year, much of it with Crystal Cruises.
"You have to have passionate enthusiasm about a cruise product to sell it effectively," she continues. "and you can only get that if you have extensive knowledge of the product." That's why after selling her first Crystal Cruise about 4 years ago, she paid every one of her employees to sail on the Crystal Harmony of Crystal Symphony, including their airfare. As you might expect, they're almost all as loyal as her clients. "All of them came back just as excited as I was." She adds, "Everyone loves the way Crystal has created this product that is completely luxurious, yet totally warm and friendly…not stuffy like some of the other high-end cruise experiences. We also like the way Crystal is always looking after our clients and constantly anticipating their needs, right down to the smallest details."
Today, the staff of The Cruise Professionals is busy moving the agency's premium cruise clients up to Crystal. "Value is the best way to overcome objection to paying the higher price" Mary Jean says. "You get what you pay for, and our clients all find that they so much more with Crystal." Recently with the help of Crystal's David Morris and Marilyn Richardson Conroy, she staged her very own consumer seminar at Toronto's Four Seasons Hotel. Almost 300 of her clients and prospects attended, and she's still making sales as a result of the event. "We've got 17 staterooms booked on Crystal Symphony's World Cruise 2000 and 12 are for the full cruise," Mary Jean adds.
Mary Jean also credits follow- up service as keys to keeping loyalty of her clients. "You can't do enough," she stresses. She also often adds complimentary pre-cruise packages, shore excursions or private limousines for her best clients. "Yes, it costs us more. But it pays for itself in the long run with client loyalty and repeat business." We salute Mary Jean Tully of The Cruise Professionals for her loyalty to Crystal Cruises!
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