On this episode of Destination on the Left, I talk with communication and leadership specialist Dayne Whitehurst, and author of “Empathy Impact: The Wild Effects of Kindness in Action”. She explains why communication is central to building collaborations, developing relationships, and driving sales. Dayne also explains how personal triggers can get in the way of our communications and provides strategies for identifying and pushing past those triggers.
What You Will Learn in This Episode:
- How Dayne became an expert in communication and de-escalation
- How recognizing and addressing triggers helps move conversations and collaborations forward
- What “experiencemanship” means and why it matters
- How self-awareness forms the foundation of strong leadership and partnerships
- Why habitual phrases with negative connotations can unconsciously undermine our intentions, and what to say instead
- How to lead difficult conversations with appreciation and validation to create a safe environment and produce positive outcomes
- Strategies Dayne recommends for building empathy in professional relationships and inviting authentic, supportive dialogue
Building Trust Through “Experiencemanship”
The tourism industry is fundamentally built on relationships, whether it’s with team members, clients, or partners. For Dayne the secret to success isn’t just salesmanship, but what she calls “experiencemanship”—the art of prioritizing the experience and needs of the other person over your own agenda.
Effective leaders and sales professionals focus on what matters to the customer or partner, rather than getting bogged down in their own organization’s goals. This mindset is especially crucial when communication channels are limited to calls, emails, or virtual meetings, settings where body language and other cues can be lost.
Recognizing and Navigating Triggers
One of the biggest obstacles to effective communication isn’t always what’s said, but what’s felt. Dayne points out that we all bring triggers and unconscious biases into our interactions, our past experiences, expectations, and interpretations that color the way we hear and respond to others.
Consider those moments of frustration, when a colleague misses a deadline, or a collaborator isn’t as engaged as we’d like. Instead of spiraling into negative assumptions, Dayne encourages people to ask themselves if you know their whole story? Because often when people don’t show up as we’d expect, it’s a reflection of their stress or challenges, not about us at all. Becoming aware of these internal triggers and learning to step back is a crucial step to letting go of the need to control the outcome of every interaction.
The Power of Empathy and Self-Awareness
Empathy isn’t just for the benefit of others, it’s also a practice of giving ourselves grace and stepping out of the cycle of reactivity. By pausing to consider another’s perspective, asking what might be going on behind the scenes, and validating their experience, we transform difficult conversations into opportunities for real connection.
Self-awareness is key here. Recognizing your own default responses, strengths, and limitations—such as the tendency to “do it all” or react defensively, enables you to respond thoughtfully rather than reflexively. This makes you not only a better communicator but a more effective team player and leader.
Navigating Difficult Conversations
Difficult conversations are inevitable, especially in more tricky collaborations where not everyone can give equally. Dayne advises people to always begin with genuine appreciation, thank their partner for raising their perspective, recognize their efforts, and approach the conversation with openness rather than defensiveness.
Offer validation by reflecting back their feelings or experience, and only express your own point of view if it’s constructive for the partnership. This approach turns conflict into an opportunity for growth rather than a battleground for proving a point.
Resources:
- Website: www.Daynewhitehurst.com
- Instagram: https://www.instagram.com/daynewhitehurst/
- LinkedIn: https://www.linkedin.com/in/Dayne-whitehurst/
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On this episode of Destination on the Left, Joshua Harrell, Chief Revenue Officer at WorldVia, joins me to discuss the evolution of travel advisors in the United States in a post-pandemic world. Joshua shares his insights on how content creation can help travel advisors build their businesses, and he offers some fantastic practical tips for sharing great content with your audience.
What You Will Learn in This Episode:
- How Joshua transitioned from a background in marketing and entrepreneurship into the travel advisor industry
- How the travel advisor profession has evolved to provide personalized value for travelers
- What content creation means for travel advisors and how becoming a content creator at any level can help build an audience and demonstrate expertise
- How Joshua encourages travel advisors to overcome the fear of content creation with his mantra: “get going, get smart, then get good”
- Why he advises advisors to align their business with personal passion and interests
- How collaboration between travel advisors and supplier partners leads to mutual business growth
- Marketing systems and foundational strategies Joshua recommends to help advisors streamline their marketing
The Modern Travel Advisor
Once upon a time, the idea of a travel agency conjured images of mall storefronts and swivel chairs. But today’s travel advisor is a totally different breed, part consultant, part marketer, and 100% expert.
Pre-2020, many Americans believed DIY online booking made travel advisors obsolete. But it was really the post-pandemic world that revealed just how valuable a travel professional can be. Whether unraveling complex travel restrictions or finding that off-the-beaten-path experience, advisors offer insider knowledge and advocacy that algorithms simply cannot replicate.
Building Authority and Community
Successful advisors aren’t just travel experts; they’re also storytellers, educators, and digital community builders, whether they do it by sending curated newsletters, going live on platforms like TikTok and YouTube, or sharing firsthand travel experiences on social channels.
Don’t be fooled into thinking only “influencers” can play the content game. Most successful travel advisors are content creators at some level. The key is helping potential clients see not just what you know, but how you think, your personality, experience, and specializations shining through. Start where you’re comfortable, learn as you go, and trust that consistency breeds improvement and audience growth. The perfect lighting or equipment can wait. What matters is showing up and sharing your expertise.
The Secret Sauce for Sustainable Growth
The real magic happens in collaboration. Joshua backs this up with real stories, discussing the power of reaching out to suppliers, account managers, and fellow advisors. Whether joining mastermind calls, exploring new product lines, or simply sharing best practices, these partnerships unlock opportunities you might never have considered.
He shares an example of an advisor who built a thriving business creating group trips for botanical societies, all sparked by a single phone conversation with a tour operator’s representative.
Resources:
- Website: https://worldviatravelnetwork.com/
- LinkedIn Personal: https://www.linkedin.com/in/joshuaharrell/
- LinkedIn Business: https://www.linkedin.com/company/worldvia/
We value your thoughts and feedback and would love to hear from you. Leave us a review on your favorite streaming platform to let us know what you want to hear more of. Here is a quick tutorial on how to leave us a rating and review on iTunes!
On this episode of Destination on the Left, I talk with Dan Flores, Head of Tourism at Satisfi Labs, all about using AI in the travel industry. We discuss how conversational artificial intelligence can help drive revenue and operational efficiency, and Dan offers real examples of where this AI is being deployed and how it has had real impacts. We also talk about adoption rates of AI within the tourism industry, and Dan shares a framework for approaching this new technology in your organization.
What You Will Learn in This Episode:
- How Dan Flores transitioned from a long career in tourism operations to leading strategy in conversational AI at Satisfi Labs
- Why understanding operational efficiency is important when adopting new technology in the tourism industry
- What conversational AI can do to improve visitor experience and drive revenue
- How changes in consumer behavior and expectations are encouraging the tourism industry to embrace AI-powered solutions
- Why it’s important to identify pain points and define goals before implementing AI technology in your organization
- Examples of real-world successful AI adoption, including collaborative projects like Connected City and integrated chatbots for DMOs, attractions, and tour operators
- How a strategic plan and incremental steps can help tourism businesses navigate the AI landscape
The Power of Conversational AI in Tourism
The tourism industry has always relied heavily on storytelling and connection, and Satisfi Labs’ conversational AI platform gives destinations the ability to amplify their story and interact with customers in real-time.
Unlike static websites and traditional ads, conversational AI provides dynamic interactions, it can answer questions, qualify leads, and even facilitate transactions 24/7, in dozens of languages. This delivers not only improved customer service but also a seamless path from inquiry to purchase.
Driving Operational Efficiency and Revenue
Operational efficiency is a cornerstone in the tourism sector, where staff often wear a lot of hats and resources are limited. Satisfi Labs’ conversational agents can automate routine inquiries, freeing up staff to focus on high-value tasks and sales. Using AI turns businesses into round-the-clock operations without needing to scale human teams. A case in point is Dan’s personal experience using a Satisfi Labs chatbot to resolve a ticket issue for a college basketball game in minutes, a process he expected would take much longer.
The technology goes beyond simple customer service. AI-driven agents are also powerful tools for lead qualification, routing sales queries to the right person after gathering the right information, resulting in improved conversion rates and more effective use of resources.
Making AI Work for You
AI adoption is happening at a breakneck pace, so fast that Dan warns companies risk being left behind if they don’t get on board. He suggests tourism businesses create a strategic AI plan that identifies departmental pain points and assesses if AI can offer a solution, then they can decide whether to build in-house or engage a vendor, and start small. This framework helps organizations prioritize efforts, minimize risk, and ensure resources are being used where they matter most.
A key piece of advice is top-down adoption. Leadership should empower staff with resources, education, and freedom to experiment with AI tools, ensuring the culture embraces innovation.
Resources:
- Website: www.satisfilabs.com
- LinkedIn Personal: https://www.linkedin.com/in/dan-flores2022/
- LinkedIn Business: https://www.linkedin.com/company/satisfi-labs/
We value your thoughts and feedback and would love to hear from you. Leave us a review on your favorite streaming platform to let us know what you want to hear more of. Here is a quick tutorial on how to leave us a rating and review on iTunes!
On this episode of Destination on the Left, Juanita Marois, CEO of Métis Crossing, shares her personal experience in developing a tourism destination tied to her roots as a Métis Indigenous person from Canada. She shares in detail how the destination engages visitors by sharing what makes them special, including the experiences Métis Crossing offers—from paddling down the North Saskatchewan River in voyageur canoes to wandering historic buffalo habitats, indulging in Indigenous cuisine, and soon, relaxing at a uniquely Métis-inspired wellness spa. We also talk about collaboration and how Métis Crossing is making a positive impact for both visitors and local residents.
What You Will Learn in This Episode:
- How Juanita’s personal journey as a Métis woman influenced her path from consultant to CEO of Métis Crossing
- Why community collaboration and inclusivity are central to the successful development of Métis Crossing
- The creation of immersive, cultural, and seasonal experiences that engage visitors’ heads, hearts, hands, and hunger
- How Métis Crossing uses storytelling, land-based learning, and nature to educate visitors about Métis history, Indigenous relationships to land, and sustainability
- Why collaboration is key in Indigenous tourism, and how Métis Crossing works with other attractions to build itineraries
- How the philosophy of shared benefit guides partnerships with local government and other cultural destinations
- What the future holds for Métis Crossing, including innovative projects like the Sage and Spruce Indigenous spa and expanded cultural experiences that honor both Indigenous and European Métis heritage
Elevating Métis Crossing as a Destination
Building Métis Crossing as a premier Indigenous destination was no accident. By leading with culture and encompassing accommodation and culinary experiences, Métis Crossing provides a one-of-a-kind, immersive journey. Visitors come not just for a vacation, but also to learn about the area’s history and traditions.
Signature experiences include “Paddle into the Past”, a river voyage retracing Métis fur trade routes, and the Wildlife Park, where guests see buffalo up close and learn about historic buffalo hunts, essential to the Métis nation’s evolution. The destination engages travelers’ head, heart, hands, and hunger, ensuring every visitor leaves with a deeper connection to Métis culture and the Alberta landscape.
Creativity and Collaboration
Developing Métis Crossing wasn’t without obstacles. Juanita describes how collaboration became a creative solution and how she worked with local municipalities, the provincial government, and destination organizations to address regulatory hurdles and land-use challenges. By involving partners early and often, Métis Crossing became a model for inclusive development, proving that transformational change happens when stakeholders unite around shared goals.
Infrastructure, Innovation, and Meaningful Impact
From its origins as a hay field and historic homesteads, Métis Crossing now spans over 1,800 acres with restored buildings, a cultural gathering center, boutique lodge, skywatching domes, a wildlife park, and even a solar field. These fabulous offerings attract locals and visitors, and recent developments include the Sage and Spruce Indigenous spa, where both Indigenous and European wellness traditions are honored in pursuit of holistic well-being.
One powerful impact is that Métis Crossing is now the region’s largest employer, revitalizing a once-declining rural area. Juanita’s intentional approach ensures tourism benefits residents as much as visitors, creating economic opportunities and supporting cultural revitalization.
Resources:
- Website: https://metiscrossing.com/
- LinkedIn Personal: https://metiscrossing.com/
- LinkedIn Business: https://www.linkedin.com/company/m%C3%A9tis-crossing/
- Indigenous Tourism Alberta: https://indigenoustourismalberta.ca/
- Destination Indigenous: https://destinationindigenous.ca/
We value your thoughts and feedback and would love to hear from you. Leave us a review on your favorite streaming platform to let us know what you want to hear more of. Here is a quick tutorial on how to leave us a rating and review on iTunes!