Tourists come and tourists go, that’s the cyclee of business. But to get them to return you must understand what they want and deliver it.

Bridging Culture Gaps

Federica got her senior editors to send her to Vietnam for to check out the culture (and take a holiday). Working as a journalist for years, she felt irritated at not understanding the country, even just enough to answer simple questions from her readers. At home in middle Europe, people barely understood, too: Vietnam to them is vaguely perceived as a war-torn and backward country, somewhere in Asia that dumps shoes on their market.

She landed in Hanoi, the heart of Vietnam on a late summer night. Flying thousands of miles to this land, her assignment was to search for its soul, culture and anything else she could pick up. 

"I've been to parts of Asia, China for example. But this is the first time to Vietnam,” said Fedi, a 32-year-old journalist who sees an ignorance and inadequate knowledge of Vietnam at home. “What’s in the guidebooks is not enough for my thirst of knowledge about different cultures and people.” 

Bianchi knows that a week-long trip to Vietnam is too short to fully understand the new culture. She has high hope of at least getting the essence, though. She saw some resemblance to things she witnessed in neighbouring Communist China. Yet, there are noticeable elements of distinction.

“I've longed to capture the real Vietnam. And I did!"

Looking fresh from a late night sleep, Fedi waved a white cab and bargained for a day-long drive around the city. There, she got into the vitality and vivid atmosphere of the thousand-year-old city of peace. (Hanoi was awarded with UNESCO’s City of Peace in 1999). The centre of politics and economic and culture, Hanoi has many things to offer to first-time tourist like Fedi. She was not only amazed to discover the life of people living in tube houses in the old quarters, but also thrilled about discovering the streets during the following days, including the night market along Hang Dao- Dong Xuan. The city life is vibrant and thriving with few traces remaining of war-wrecked Hanoi that was severely bombed.

“I am so amazed by its richness in culture,” she said. “Back in my country, I’ll have many things in mind to write and tell my readers.

“Clients’ are the God”- a simple guiding principle for business, yet hard to accomplish.

Vietnam, perhaps for the first time, now pays close attention to its tourism sector. Previously, it highlighted the slogan “Vietnam- a destination for the new millennium.” That helped, at least, bringing in over two millions of inbound tourists. In 2006, advertisements on media and PR campaigns got underway. Tens of thousands of dollars were spent on improvements to facilities and accommodation. The Year 2006 was in the limelight with Vietnam’s efforts to promote its hospitality. “Vietnam- the hidden charm” is now the new tagline, urging people to visit Vietnam to discover the charms themselves. 

In return, according to GSO, Vietnam this year received 3.6 million in-bound tourists coming from various destinations. In-bound tourist industry brings in a turnover of $2.2 billion dollars.

In the meantime, tours and destination management services have also mushroomed through out the country. There are thousands of destination management providers.

They are in good shape. Well, perhaps not all. Vietnam sees a low rate of tourists returning for their second or third visits. And that has been weighing in the mind of tourism officials, leaving them uneasy and desperate to find the clue. 

The answers may take time. But it might lie in the hands and aptitude of tour operators, a minority of whom are not fully committed to guiding the principles - not too demanding of their own standards. It has risked tarnishing the image of the whole industry’s effort. 

Fedi clearly saw this. She paid for the whole boat for 400,000 dong to tour around Ha Long Bay, a world-designated cultural heritage in Quang Ninh province, 170 km east of Hanoi. Reasonable enough for 4 -hour- tour, yet, unsatisfactory service.

“They kept doing what they wanted, not what was of interest to the individual tourist,” said Fedi, annoyed at the agent when they changed the course of the boat. “I want to see little more of the Bay, but they kept going back to shore.”

The bar needs to be raised for tour operators: to meet with clients’ demand, they must seriously maintain and improve their quality and integrity.

 Clients’ complete satisfaction, hard unless you have a professional team

Hoang Thi Mai has been working in the hospitality industry for a decade. She, however, took a bold step in setting up her own company in destination management. Explore Real Asia is born in 2006 with Mai’s utmost desire to provide her clients with top guaranteed services.

“For years in the industry, I’ve dealt enough with contradictory excuses from my bosses. They are somehow too much profit-driven, caring for their own pockets not clients’ satisfaction,” said Mai.

“I want to have my own business that my clients will lead. We are motivated to provide the best service. Our guiding passion and also central objective: The Client’s Complete Satisfaction!

Mai has been dubbed “a good fixer”. It reminds her of all the positive responses from her clients. Starting her career as a tourist guide cum interpreter, Mai has faced a lot of questions and dealt with them thoroughly. She learned how to be flexible to meet the clients’ actual needs. She made sure that her clients, every time they came to her, all of their queries and problems were handled properly. The ”Good fixer” title is one she wears with pride: she sees it as an award, and it encourages her to strive to constantly improve her service.

“We spare no effort to ensure that everything runs perfectly, down to the smallest detail. After all, each project is unique to you, to your clients and to us,” said Mai. “That is something we never forget. If unforeseen problems ever arise, we are on the spot to help.”

Mai’s courage has been supported by a number of her colleagues who share her goals. She coordinates with those committed travel professionals in Vietnam, Laos and Cambodia to run the Destination Management Service. She takes pride in her completely reliable team, with years of experience, gathering all the necessary skills to satisfy her ambitions for her Company.

“Most importantly, we started this business because we are travel professionals who are immensely proud of the rich diversity Indo-China has to offer discerning travellers,” Mai said. “We want to share our knowledge and enthusiasm with our clients to give them the most memorable experience.”

Now with ExploreRealAsia, Mai offers the service to all ranges of clients. She bears in mind the key principle of business :complete client’s satisfaction—her key to success in the job. Thus, leisure travellers and groups, independent travellers, and special interest tours and incentive programs are all catered for.

“Explore Real Asia specializes in satisfying discerning clients in specific markets. Our priorities are focused on individual travellers and groups who want to see and understand Indo China.”

Not only Mai but all the staff of ExploreRealAsia guarantee an experienced team of freelance guides, who love Indochina and are keen show it to visitors. They also provide Insurance assistance during the whole trip, latest technologies, strong partnership with local providers who share their commitment to a quality service.

ExploreRealAsia deals with local trusted people whose own businesses depend upon fully meeting its clients’ requirements. Its clients are provided with telephone numbers for assistance if the unexpected happens – not an anonymous “call centre”, but someone who knows the locality and can offer positive assistance.

Like Federica, Brooke flew all the way from New York to Vietnam to spend Christmas and explore the new land. Brooke felt in love with Vietnam right at the first glance.

"The lakes are beautiful. I stroll along the banks. It's very peaceful,” said Brooke, 38. “Hanoi is such a nice community, and community bonds. I would give ten points to their hospitality.”

Then she spent the whole week exploring the area. She was short of time to travel throughout Vietnam. Her trip was facilitated by ExploreRealAsia who provided her with a knowledgeable and competent guide able to answer all her queries, and to point her towards things most tourists do not even see. 

“I am proud to say I’ve learned a lot. And of course I will seek to learn more about culture, meet more people,”

“I will definitely come back,” said Brooke explaining what, from the country half world away, interests her. “Next time, I will take on a motorbike tour to the north,” Brooke said with thrill. “People have told me. I've never ridden a bike but I will learn how to ride a bike”.

And Fedi, despite her disappointment about tour services, longs to come back. Not alone. She plans to bring the whole family, and they will be exploring the Bay and cave.

“I’ll have to look for a professional tour operator next time when I bring my husband and child over here,” said Fedi.

Will this time be a great experience for Fedi and her family? An unforgetable bike- tour for Brooke and everyone else? Sure. And certainly, ExploreRealAsia will be there for you.

“Besides strong promises, trust is another key to success,” Mai said with a charming smile.