| Journal: TWUK | Section: |
| Title: | Issue Date: 03/07/00 |
| Author: | Page Number: 10 |
| Copyright: Other |
Agents don’t lose out with Shearings
I am responding to the letter about the use of discount vouchers (Travel Weekly June 19).With the use of discount vouchers intended to support our core philosophy for providing the best in customer service, I would have hoped Mrs Day would be pleased with our commitment to retain customers and promote loyalty and repeat bookings.
The key is that, whoever or whatever the cause of any problem, our high standards demand we resolve it as effectively as possible; discount vouchers, to be used against future holiday bookings, represent one method of retaining customer loyalty.
This cost is borne entirely by us.
If Mrs Day were only making £3 commission on a sale representing £187, less a £15 voucher discount, she would indeed have every reason to complain.
However, on this example, the true cost to her in lost commissions is actually less than £2; quite simply, we reduce the selling price by the voucher value and then apply the normal commission rates to the result.
I am delighted to say Mrs Day would have retained a very healthy commission of over £20 in this instance…and all thanks to customers who have retained their faith in Shearings high service standards and booked with us again.
This represents a better option than the potential lost future business for ourselves and Mrs Day if we did not have these high standards.
Chris Barnes
Shearings Holidays
Wigan
Lancashire