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An Interview with Craig Carter about Travel Security & Connecting with Travelers

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Employee travel security may not be the first thing that comes to mind when you’re planning a business trip, but it’s an important consideration that shouldn’t be overlooked. In our exclusive interview with Craig Carter, Vice-President of Strategic Development, K’Alma Spa Concepts & Management, we talk about safety while away from home. In addition to employee travel security apps like FoneTrac, there’s a lot each person can do – attitude, relationships with others etc – to promote a safe travel environment.

“What we think about and what we focus on is what we put out into the world.” Those words, strategically applied, can change everything, according to Craig Carter, the founder and developer of CIPHER Methodology. CIPHER, as Carter explains it, empowers clients to exceed limitations, and it can help travelers in any industry elevate their experience…particularly when it comes to travel safety.

A frequent traveler for his company, which manages international luxury hotel spas, Carter explains, “Wherever I go, I act like I belong. People don’t question me. If you apply that to your life, when you’re traveling, it changes everything.”

Tell us a little bit about CIPHER.
An Interview with Craig Carter about Employee Travel Security and Connecting with TravelersParticularly for clients in the Hospitality industry, the customer experience is significant. It’s what drives good reviews, repeat business and growth. The principle behind CIPHER is this: Connect. Interrupt patterns to influence Performance. Have an Experience that drives a Result.
That’s how I get my clients exceeding their limitations…changing the entire experience, the one that starts with each connection.

That sounds like a great idea for businesses. But how does that apply to travelers?
Going back to creating a connection…we have the ability to do that wherever we go. Those connections when you go to a foreign city, for example, can be the difference between you wandering around on the streets or behaving as if you belong there. You are in control of one thing, and that’s yourself. How you present yourself to the world creates positive experiences for others, and that’s how you can get anything you want.

So practically speaking, how do we do that?
Start by humanizing yourself to strangers if you want to create a positive experience. If you are traveling in a foreign country, go up to someone in your hotel, on the street, at a business…create a connection first. Shake hands, make eye contact, share an experience, try to speak their language…do that before you ask them for directions. Instead of focusing on the thing you need- directions to a hotel, a restaurant, a taxi…focus on the people in front of you in the moment and consider them as part of your experience.

An example: I was traveling in Rome a few years ago with my wife and one of my kids. I don’t speak Italian, but I learned a few basic phrases. Whenever we would go into our hotel or a restaurant I would try to speak those phrases, however poorly, with a lot of enthusiasm. I even learned how to say “I don’t speak Italian” in Italian, which made the whole thing even funnier. And you know what? Wherever I tried to interact with the people around me, my enthusiasm was obvious. People would laugh, shake my hand, hug me for trying…and we got treated really, really well everywhere we went. One connection led to another…that’s what takes you from tourist to traveler to guest.

So you’re saying that we have the ability to shape our own experiences…even down to the kind of service we receive?
Absolutely. What we think and what we focus on is what we put out into the world. If you’re focused on the negative, like “I hate airports, I hate standing in line, I am tired of staying in hotels,” that’s the energy you radiate and present to those around you. That shapes your whole experience. When you present yourself positively- in the same airport, same hotel- can change the entire nature of the experience. Even your body language and facial expressions when you’re in the wrong state of mind can have a strong impact on the reception you get. Think about the person in line in front of you who is complaining his way through the wait. He or she demonstrates impatience and irritability…which makes its way up to the reception desk and the people behind it. Wouldn’t you rather be known as the guest who is always nice and kind?

We do a lot of work around travel safety…how does that factor into the experience?
Most people see “us and them” when they travel, and particularly with hospitality staff, there is a mindset that they are there to serve us. You find the commonalities…notice them, remark on them…and there’s the connection you can make. THEY have the same issues and problems that we do globally, and people sometimes forget that. Did you forget your contact lens solution? Find someone who wears glasses who might related to you, ask for help with little things…and if you end up with a larger emergency, they already know and want to help you.

Those connections can also help you navigate cities with the benefit of “insider” viewpoint. Once I make some connections, I will ask for recommendations, places to go, even any places to avoid. So when I go somewhere, I’ve got a sense of where I am and I’m more confident in my movements. In Venice, for example, where there is a heavy tourist population, my approach made me less of a target. If you move with a sense of purpose, whatever space you are in, and stay mindful of what’s around, you give off the impression that you “own” whatever space you’re in. That commands respect, especially when you make eye contact, smile…make the effort to treat everyone with kindness and respect.

Is it possible to connect solo with people and still keep yourself safe?
Absolutely. For men traveling alone, it can be easier…but really, for any solo travelers, I recommend they start by dining in the hotel restaurant. You can establish some great rapport there, whether it’s with the host, bartender or your server. When you check into that hotel, don’t be someone who just walks from the front desk to your room with your suitcase and make that your hotel experience. And if you want to go outside and explore the city, let your hotel connections help you do that. Meet the staff, make friends with people you come into contact with. Learn their names and their backgrounds, then ask them for some great places to go. If you’re staying at a hotel with a concierge, tell the concierge you’re traveling alone…that can be especially helpful for women. Ask them to make that reservation for you and you’ll probably get treated better than if you walked in off the street.

A lot of concierges would say they have the keys to the city. It’s true. They can unlock those doors for you. They have established relationships and they choose their vendors carefully. They get paid, yes, but their vendors will take great care of their guests. That’s what keeps those referrals coming. So wherever you travel, and there’s a concierge…that connection can be invaluable. Tip them, thank them for taking care of you… and you’ll get remembered and taken care of again. If you’re worried about safety and not knowing what businesses to trust, leverage of the services available through your hotel.

What advice do you have for people who are business travelers, or stay at chain hotels that don’t have a concierge?
You don’t have to stay at a luxury hotel to have that kind of an experience. There is a difference between tourists and travelers, and particularly for business travelers. That’s where making connections and building relationships with hotel staff can be valuable. If you stay at the same hotel each time you’re in a city and you tell them you’re coming back into town, they remember you because you created that connection and you’re not just a guest…you become “their” guest.

Have you always had great experiences, or do you have any Ugly American stories to share with us?
OK…yes. So I was in Paris back in the ‘90s and had rented an apartment through a vacation rental site. There was no Airbnb or fancy GPS technology back then, and I didn’t speak any French. The cab driver couldn’t find the rental address I gave him. I also couldn’t call the owner because he didn’t have a calling card, anyone remember those? It was so bad, I couldn’t even figure out how to order a meal…needless to say, all of this really impressed my wife. We didn’t know anything about the culture, and I’ll leave it at, it was not a very good experience. Fast forward to a few years later. We were at a fundraiser in Chicago and won First-class trip for two to the Four Seasons…in Paris. We went back to try it again. First minutes there, after that extremely long flight, we were in the lobby of the Four Seasons finding out that it was too early for us to check in. The concierge was very sympathetic when I sought him out and explained that my wife was very unhappy. Right away he was helpful…I tipped him well but also thanked him profusely for saving me from the doghouse. That sympathetic concierge ended up ensuring we had a totally different and much improved experience than our first time in his city.

Any final thoughts or advice for our travelers?
Travel is all about the experience, whether you’re there for work or pleasure. If you look at life as one big journey and keep yourself open, it can be exciting, fun, an opportunity to meet someone new and try something different. Your state of mind going into that trip really matters.

Make your hotel your home while you travel. Treat the staff like family rather than staff, and they will not be on autopilot with you. Acknowledge them, comment on what both of you might observe…say things like “I really appreciate you,” or “I saw how those people treated you, and I want you to know not all guests are like that person.” Sincere, authentic compliments- because let’s face it, they have hard jobs- can make their day. When you see them over and over again they will be looking out for you…not just for your comfort, but your safety as well, because you’ve invested them in your travel experience.

IMG GlobalSecur Employee Travel Security Solutions

IMG GlobalSecur has decades of experience in the security industry. Our team of safety experts stands ready to help you alleviate travel fears with our executive travel security expertise, employee travel security advice, employee medical assistance and our FoneTrac safety app backed with 24/7 on-call security professionals ready to assist your needs. Contact us today!

Back to the Future on Corporate Security Consulting

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With China landing on the dark side of the moon, Rovers roaming Mars, US Astronauts hitching rides in Soyuz spacecraft and landing in Kazakhstan, and Portugal unveiling its new Space Agency to be based in the Azores[1], corporate security is becoming increasingly crucial for organizations and their supply chains engaged in this new Space Race. [Read more…] about Back to the Future on Corporate Security Consulting

Airport Travel Security for Business Travelers to International Destinations

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In light of the recent tragedy at the Brussels International Airport and the tragic incident regarding EgyptAir Flight 804, more and more corporations and business travelers are realizing that travel security is not something just for the streets and subways of Europe, but a frame of mind that must be active from the moment that one leaves one’s doorstep in the United States until the moment that one returns. Among the areas where one can take security for granted is, of course, the airport. As various terrorist attacks have indicated, airports are not completely secure, especially in those areas that exist before one goes through the security checkpoints.

Here are some thoughts about how to think about airport travel security for business travelers. Of course the readers of this blog are largely corporate travel security experts, but if you are a business traveler, you should also be able to find some useful information and food for thought.

Tips on International Travel Security at Airports

First, educate your employees about international employee travel security and about the fact that it is a frame of mind that should begin before, during, and after the travel. For example, even airports in the United States, and even minor airports as we learned during the 9/11 terrorist attacks, can be utilized as targets. Educate your employees, therefore, to always be vigilant when traveling. Educate them to look around at their surroundings and pay attention to any suspicious people or packages. Obviously, if something is truly suspicious they are advised to alert the various police or security officers.Travel Security

Second, educate your employees to think broadly about travel security. For example, although terrorist attacks gather all of the headlines, the reality is that many, many more business travelers are subject to petty crimes when traveling abroad. It may not make headlines when a person is mugged in London, but if it is your employee who is mugged, that in a sense is a travel security problem. Similarly, while diseases such as the Z cut virus garner the headlines, the reality is that influenza kills many, many more people across the world than these high profile viruses such as Z cut or Ebola. Educate your employees to be aware of sick people around them in the crowded environment of an airport, and to move politely away.

Third, while on board an airplane, advise your employees to not let their guard down. Pay attention to the other travelers, and pay attention to the flight attendants and crew in terms of their instructions. With recent unfortunate events in terms of people who have been speaking Arabic on planes, also advise your employees and executives to be culturally sensitive and to not go overboard. Not everyone who is different is a security threat!

In sum, travel security for business travelers (both executive travel security and junior employee travel security) begins in their mind. Make the correct frame of mind a priority, and educate your employees that airport travel security is the first part of general international security.

Travel Security Updates for International Travel: Some Pointers

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If you are planning a trip overseas this summer, chances are you are somewhat concerned about two big security threats: 1) the threat of terrorist attacks such a we witness in Paris and Brussels, and/or 2) the threat of medical problems such as the Zika virus outbreak in South America. Whether you are a business traveler or simply a tourist, it pays to be prepared. While there are many concrete things you can and should do, this blog post will focus on the information aspects. Here are some pointers in terms of staying informed about travel security risks on a global level.

  1. Educate yourself about the countries you will visit. We live in the Internet age, and it can be as simple as a Google search and a Wikipedia read to get basic information on a country. Many Muslim countries, for example, have dress and clothing customs which can seem strange to a Westerner. Not being properly dressed in these countries can not only provoke some hostility but could also make one easier to “spot” as a target. Being culturally sensitive is always good advice.

    Travel Security Tips
    Photo credit: Kurt:S via Foter.com / CC BY
  2. Buy some key travel books. Similarly, if you are going for a longer visit, consider purchasing in-depth travel guides. Publishers such as Fodors and Lonely Planet publish in-depth guides that explain many tourist features but also have information such as emergency contact numbers and procedures. With Amazon’s Kindle, you can even get these in digital format for your Kindle device or by downloading the Kindle App for iPhone or Android, you can have them on your smartphone.
  3. Subscribe to information updates. Click up to our home page, and subscribe to the IMG GlobalSecur service. These updates will keep you up-to-date on security warnings worldwide. Similarly, visit the Department of State website and sign up for the Smart Traveler Enrollment Program (STEP).
  4. Read the news. In between Google news and the obvious sources of information such as the New York Times, begin to read BEFORE you go abroad.
  5. Sign up for Google Alerts.  Google’s free alerts can be set up by keyword (country name) and are another way to stay informed about a country.

Have Fun

These are just five key pointers to help you with travel security updates. Oh, and here’s a sixth one: have fun! Despite the fact that international travel, for both business and pleasure, can seem scary, remember that in point of fact you are much more likely to be hit by a car or mugged than you are to die in a terrorist attack or from some strange virus. These things can happen in Toledo, Ohio, just as easily as they can happen in Caracas, Venezuela. So being safe is just a habit of modern life. That said, going abroad is an amazing opportunity to see the world, experience new cultures, and meet new people. Enjoy yourself!