| Journal: TWUK | Section: |
| Title: | Issue Date: 29/05/00 |
| Author: | Page Number: 13 |
| Copyright: Other |
I’ve changed my mind on whether vertically integrated operators like working with independents but it’s clear that these retailers have got plenty to offer when it comes to a customer base
MIKE GATES
Eight weeks ago I was a spectator looking in at the mainstream retail travel business and my impression then was that vertically integrated tour operators did not like independent travel agents, only their own.One week into my job as managing director for Midconsort, judging by the relationship they have with us, I was wrong.
Vertically integrated operators see the value we independent agents bring to their distribution chain.
Mind you, they have a funny way of showing it with their direct-sell tactics, and what confuses me is a lot of these strategies have the potential to damage their own agency chains.
I feel for the staff at the vertically integrated agencies. With their senior management focused on big business, who is looking after them?
I am sure vertically integrated agency staff are extremely professional but will they take their eye off the customer while big European conglomerates decide their future? Look what happened in Birmingham with Rover!
Independent agents, on the other hand, are completely different. They are owner-managed with a trading longevity that makes them an important part of their community.
Their customer base is not restricted to their locations as their clients also link the independent retailer to their friends and family. Best of all, customers are extremely loyal and book again and again.
I have visited several Midconsort members’ shops and without exception, all the customers who came into the shop during my visit were greeted on first name terms.
They do not have shareholders to consider, they are the stakeholders and every minute of every day they are looking at their businesses.
They keep their costs under control – constantly. It came as no shock to independents when one vertically integrated agency told its staff to do their own office cleaning – independents have been doing it for years and it is usually the owners who do the cleaning, they would not ask their staff!
This is the environment I have entered.
Midconsort has a membership of very clever business people totally focused on their business, constantly selling and looking at their margins.
The truly independent travel agent is here to stay – they have no agenda other than to satisfy their clients with the products that are totally specific.
A truly independent agency by joining Midconsort is left to trade in the style they do best, the central office of the consortium maximises the overall buying power and brings together marketing, training and technology.
Midconsort is actively encouraging truly independent retailers to join with it – to this end it will shortly be launching an aggressive recruitmentcampaign.
“The truly independent travel agent is here to stay”