| Journal: TWUK | Section: |
| Title: | Issue Date: 26/06/00 |
| Author: | Page Number: 4 |
| Copyright: Other |
Specialist hits out at ‘Greedy ‘ City
The shareholders v customers issue was debated at the Institute of Travel and Tourism conference in Las Vegas, reports Steve Jones
MAJOR operators are neglecting their customers as they seek to drive up profits to satisfy greedy shareholders.In a hard-hitting speech at the Institute of Travel and Tourism conference in Las Vegas, Tapestry Holidays managing director Nick Wrightman slated the industry for placing the quest for money ahead of service and customer satisfaction.
He also attacked operators for destroying loyalty among agents.
“Every pound paid to a shareholder is a pound that cannot be reinvested in your company for the benefit of the customer,” Wrightman told delegates. “It is sad to see that with many of our larger operators the customer comes last in an industry where they should come first.
“When we have to pander to the invisible men in suits whose only real concern is the quick return on investment no matter what the cost, then there is only one real loser – the customer.
“Our business should be about service first and profits second.”
He added that some operators had sold out to the City’s ethos of greed and questioned the motives of some companies in raising money for investment.
Wrightman also branded some operators as arrogant in their attitude to agents but added it could work in the favour of specialists.
“It is a great opportunity for the independent operator to forge good lasting relationships with independent agents,” he said.
“If the booking form on a brochure has the agent’s stamp on it when a customer books direct, we will pass on the commission to that agent. Some people have called me naive for doing this. I call it an investment. That agent will probably be a partner for life.
“Destroying the relationship with this vital distribution channel is not only incredibly shortsighted but also incredibly arrogant.”
Outspoken: Tapestry Holidays managing director Nick Wrightman, left, airs his views at The Venetian, above