| Journal: TWUK | Section: |
| Title: | Issue Date: 21/08/00 |
| Author: | Page Number: 15 |
| Copyright: Other |
mystery shopper
this week: watford
Going Places136a Harlequin CentreWatford
I waited five minutes as the two consultants were busy with customers. A toy box for kids was kept behind the counters – not handy for parents trying to keep toddlers amused. The brochure racks were very empty.
I received a brisk service. I was told it was up to me whether we chose to take the kids to Goa, that they would need jabs, that a dodgy tummy was a possible and that there were no hotels geared to children. The agency didn’t have any brochures to give me but the consultant mentioned Manos and Airtours Far and Wide.
No stars awarded
Lunn Poly
5 Charter PlaceWatford HH
Five consultants were on duty in this very busy office. There were a few brochures around.
I was told that families did go there but there would be no kids’ clubs or water parks and that it was primarily a beach holiday destination.
I asked about the best place to go and the consultant said there was either the north or the south but they were pretty much the same. The consultant offered to check travel guides in office to see whether it was family friendly. I was given the Thomson Faraway Shores brochure.
H Agency appearanceH Staff attitude
Executive Direct Travel
79 Market StreetWatford HHHH
This was a small agency which had a nice atmosphere inside with comfy couch and a water dispenser – a great idea and perfect for a hot summer’s day.
Three consultants were on duty. A very friendly consultant said the girl who knew Goa was out that day but gave me Manos, Somak Goa and JMC Tropical brochures.
She asked a colleague whether it was family friendly and was assured it was. I was urged to return so we could go through more operators.
H Agency appearance
H Staff attitude
H Brochure racking
H Sales technique
Travel Choice
118 High StreetWatford
HHHHH
This was a fabulous looking agency which was beautifully decorated and very spacious. The girl on the reception desk was busy on the phone.
I was served within minutes by her colleague who was enthusiastic about Goa, which she said was fine for families.
The consultant mentioned that jabs are necessary but said there was no problem as long as we stayed in a good-quality hotel. She had a very confident and knowledgeable manner.
She picked out the Sovereign brochure from racks and indicated a few hotels including one which was a member of the Leading Hotels of the World marketing group. She said that First Choice also offered a selection of good-quality hotels but did not have a brochure for the operator at present.
She suggested I take the Sovereign brochure home and have a look at it and to come back when I had an idea of the type of place we were interested in. She seemed very enthusiastic and friendly and I was strongly encouraged to return to book.
H TOP TIPS FOR AGENTS H
Tip 1: If a client expresses a concern about whether a destination is suitable for families, don’t overdo the negative advice with too many warnings. Being told “it’s down to you” as if you are going to take an awful risk with your children doesn’t give you a particularly good impression.
REQUEST
Mystery Shopper called on agents in Watford this week to ask about holidays to Goa. The enquiry was for a family holiday in November and agents were asked initially on their view of the destination as a suitable place for children. The Travel Choice consultant impressed the most with her confident manner.
HHHHH
Each week, Mystery Shopper will be calling on agents in different areas. Stars are awarded to agents which score for:
H Agency appearance
H Product knowledge
H Staff attitude
H Brochure racking
H Sales technique
The top-scoring agency each week receives a Travel Weekly certificate ofcommendation
Please notethat no additional information will be given about Mystery Shopper’s visits.