Mystery Shopper called on agents in Chesterfield to enquire about taking a wheelchair-bound friend on a holiday to Majorca. She wanted to know if she needed to book through a specialist operator. All the agents reassured her there was no problem going with a mainstream operator and praise was lavish for the Thomson Fact File system, which gave comprehensive information on facilities for disabled holidaymakers.
*****
Each week, Mystery Shopper will be calling on agents in different areas. Stars are awarded to agents which score for:
* Agency appearance
* Product knowledge
* Staff attitude
* Brochure racking
* Sales technique
The top-scoring agency each week receives a Travel Weekly certificate of commendation
Please note that no additional information will be given about Mystery Shopper’s visits.
Thomas Cook, 34 Knifesmithgate, Chesterfield.
**
There were two consultants on duty in this small agency and there were no other customers so I didn’t have to wait.
On hearing my enquiry, the consultant said there wouldn’t be any problem. I simply had to pick a hotel I liked and they could check if it was suitable.
She said there was no special information I could look at to check out beforehand.
She led me to brochure racks and pointed out JMC which she recommended as a really good company.
She also pointed out Sovereign but added that she personally preferred JMC, but did not elaborate. Finally gave me the JMC Essentials brochure which she said was for people on a budget. She mentioned Virgin, but did not have a brochure to give me.
* Agency appearance
* Staff attitude
Lunn Poly, 23 Market Place, Chesterfield.
***
Three consultants were on duty and all were busy with customers, so I was told to take a seat. I was miffed when a person who came in after me was served before me, but cheered by a friendly greeting when it was finally my turn.
Before the consultant had a chance to answer my enquiry, a colleague chipped in and said she could help me as her mum was in a wheelchair.
She recommended Cala Millor and Cala Bon as good destinations within Majorca.
The original consultant then proceeded to help and suggested the Thomson Fact File.
She gave me the Thomson Summer Sun telling me to pick out my favoured hotels and then call and she would check the system for fuller information.
* Product knowledge
* Agency appearance
* Staff attitude
Wallace Arnold, 43 Knifesmithgate, Chesterfield
****
Two consultants were on duty in this pleasantly decorated agency. There was a limited selection of brochures.
On hearing my enquiry, the consultant immediately launched into a big sales pitch for the Thomson system.
She checked who was travelling and said that in Majorca, Alcudia was a good option as there was a flat promenade and it was also good for families.
She also suggested First Choice Summer Sun but said it was only with the Thomson group companies that I would get the benefit of the Fact File information.
She said she knew there was a specialist company for disabled travellers and hazarded a guess that it was Holidaycare, but said they did not sell through agents.
* Agency appearance
* Brochure racking
* Staff attitude
* Product knowledge
Martins World Travel, 46 Knifesmithgate, Chesterfield
*****
A VERY attractive, plush looking agency with masses of brochures on display.
Two consultants were serving from behind a high counter. Both were busy with customers but were joined after a few minutes by a third colleague.
On hearing my enquiry, the consultant checked the extent of my friend’s disability and asked if she needed facilities such as a special bathroom. She then reassured me that it was perfectly possible for us to book a holiday from a mainstream operator as there were lots of hotels which were geared to the needs of people in wheelchairs.
She noted the Thomson Fact File which she said gave very useful detailed information on the facilities in all the hotels in their brochure and she said it was a back-up to the information supplied in the brochure.
What made this consultant stand out was the very sensible step she took of showing me how the Fact File worked. She picked a hotel at random from the operators’ summer sun brochure and then checked it on the system.
A very good service and a kindly, sensitive approach.
* Agency appearance
* Brochure racking
* Sales technique
* Product knowledge
* Staff attitude
Tip 1: Taking the extra step of showing the fact file system in operation makes all the difference. Praising a system is fine, but showing it in operation really rings it to life for the customer.
Tip 2: Be aware of which customers came in first. Serving the queue jumpers first is intensely irritating for those who have been waiting longest.