| Journal: TWUK | Section: |
| Title: | Issue Date: 14/08/00 |
| Author: | Page Number: 55 |
| Copyright: Other |
meetthe
MD
This week: Andrew Windsor, thomascook.com
Age: 36
IF someone had described the job I do today to me when I first started working I would have thought they were talking science fiction.My first foray into the working world was as an 18-year-old holiday rep in France at a time when personal computers were not widely in use, let alone the Web.
But the experience I gained from that job and the insight into the business of travel, stays with me today and is still relevant, even in this high-tech age.
After all, however the customer books their travel, the key word is still customer. We’re still dealing with individuals.
In fact, the Internet has brought this home to us – in five years’ time, the dot-com companies that are still around will be those that give a truly personalised service.
I’ve always loved the people part of the travel business – that and its unpredictability.
As a highly seasonal business, vulnerable to volatility in the markets and in holidaymakers’ behaviour, you have to be quick to react and creative too.
My first job was the opposite to this. When I left Manchester University, I started working for Midland Bank – a far cry from thomascook.com.
My time was spent working on various placements including banking operations, aerospace finance and Midland Bank Canada.
And it was here I met someone whose respect for the people he worked with really influenced me – Peter Middleton.
When he left the bank to become chief executive for Thomas Cook, he offered me a job -I jumped at the chance, and, apart from as16-month stint at B&Q, I’ve been here ever since!
The experience I gained with B&Q was also valid, however, as I was general manager with responsibility for activities across 80 superstores.
My time at Thomas Cook has been all about people.
I rejoined the company in 1995 as commercial director of the retail business.
From the end of 1997 until April this year, I was managing director for the retail and direct business.
In this role, it was of paramount importance to try and understand what makes the people working in the travel shops tick.
You have to appreciate that their working experience is miles apart from that of someone in head office – they’re in the real world!
You also have to understand what makes the customer tick of course.
My other roles at Thomas Cook have included general manager, travel industry sales and general manager south, Thomas Cook Retail.
The territory I’m in now is more of a mystery to everyone. The dot-com world is so new and moving so fast, that the general perceived wisdom of yesterday is defunct today.
The ever-changing jargon alone is enough to keep you on your toes. But I love the fact you need to be super quick to survive in this world – it makes every day risky but exciting! And the dot-com business is just as much about people as any other.
It’s still very important for me to work closely with the retail and direct staff in Thomas Cook because we’re all offering the customers ways to book their travel and we can give the customer a much more powerful proposition if we work together.
Closeness to the customer is key – with the Internet you can really get to know your customers individually and also to anticipate their needs.
You can offer them information to suit their preferences and make it as simple and straightforward as possible for them to book their ideal holiday.
Everyone knows the potential of the Internet – the challenge at thomascook.com is to make it a reality.
CURRICULUM VITAE
1988: joined Thomas Cook and held numerous management positions.
MY TOP TIPS
l Learn, learn, learn – you never stop. If you feel you have stopped learning, move on.
* Don’t shy away from conflict – it can be constructive.
* Be receptive to change; along with death and taxes it is a certainty of life.
* Put a smile on your face – even if you don’t fell happy, you will end up convincing yourself you are.
* Listen to the people close to the customers, they usually know the answer.