Pebbling in Client Care: What Penguins Can Teach Us About World-Class Service
Let’s talk about one of the smallest things that’s made one of the biggest differences in my business—and also happens to be inspired by penguins. Yes. Penguins.
It’s called pebbling.
Wait… What’s Pebbling?
In the travel biz, we love our big wins and the big bookings. The “I booked out a HUGE group trip to Greece!” moments. The “I rebooked 4 couples going through a hurricane and the flu” confetti-worthy celebrations. Those are the rocks. But my business wasn’t built just on rocks. It was built on pebbles.
Small, intentional, meaningful actions. The tiniest touches that feel almost throwaway—until you realize they’re the very thing that creates lasting impact.
But before I dive into how you can pebble your way to a referral-rich, returning client base, let me tell you what penguins have to do with any of this.
The Penguin Love Story
Adélie penguins are romantic little weirdos. When a male penguin wants to woo his forever partner, he doesn’t show up with a grand display or a shouty dance number. He brings… a pebble.
One perfect, carefully chosen pebble.
He presents it like a gift.
If she accepts? That’s it. That’s his girl. (cue “So this is Love….”)
And together, they build their nest—one pebble at a time.
(Now, tell me that isn’t exactly what we’re doing when we build trust with our clients.)
Pebbling in Client Care: The Translation
When I talk about “pebbling,” I’m talking about layering those small, thoughtful acts into the way you serve your clients. It’s the unexpected follow-up. The remembered detail. The DM that says “Hey, that hotel you loved? They're running a flash sale—should I check it out for your next trip?”
It’s:
Sending pizza to a client on the day they return because they have 5 kids and nothing in the fridge
Including a gluten-free snack list for your client’s Disney trip without them asking
Following up six months post-travel just to say, “Hey, thinking of when you told me about wanting to visit the Swiss Alps. Ready to plan that next adventure?”
Remembering that they are 6’8” and including exit row seats automatically when they travel with you again
Like the penguin, you’re not showing up with fanfare. You’re offering something simple, thoughtful, personal—and wildly effective.
Why Pebbles Matter More Than Boulders
We often think client loyalty is earned in the big moments: the rebooking when plans fall through, the lovely villa you hunted down in Santorini. And yes, those count.
But trust? Loyalty? Relationship?
That’s earned in the pebbles. The small, consistent, caring points that say: I see you. I remember you. I’m in this with you.
People book with people they trust. And people trust the ones who show up for them consistently, not just when they swipe their card or want to plan the BIG trip.
How You Can Start Pebbling Right Now
Keep a Pebble File. Literally—open a Google Doc or CRM note for each client and jot down anything personal they mention. Kid's name? Favorite wine? Bucket list destination? Those are your future pebbles.
Make Follow-Up Fun. Set a reminder 3 days post-trip to send a “What was your favorite moment?” check-in. Or a meme. Or a “still dreaming of this view” Instagram tag. Pen them a sweet thank you note (my ADHD brain struggles with this!)
Pre-Travel Love Notes. A postcard. A Spotify playlist. Brightly colored luggage tags for a group cruise. These are low-effort but feel like you went the extra mile.
Celebrate the Weird Stuff. If they mentioned they love birds (which means penguins, obviously), and you find a cute penguin luggage tag—don’t hesitate, don’t even think I don’t send mail or have stamps. Buy it and send it. That’s how you become unforgettable.
Final Thoughts: Pebble Your Way to Loyalty
I’m not saying don’t rock the big stuff—you should. And I think you will. That’s part of what helps you earn return clients. But don’t underestimate the power of the pebble.
The pebble says, “I care.”
And that’s what gets you the rebookings, the referrals, and the glowing “You HAVE to use my travel agent” messages in group chats you’re not even in.
So go forth, my little penguin.
Pick up your perfect pebbles.
Drop them with care.
And watch what builds.
Grace + Joy,
Kris
Travel Curator, Client Whisperer, and Penguin-Inspired Professional Pebble Dropper