BOOKINGS have soared for an agent who took the advice of a grocery retailer to focus on customer satisfaction rather than just profits.
Andrew Ogden, owner of Worldchoice agency Travelbank in Newton Abbot, Devon, heard Budgens retailer Jonathan James speak at the Triton Conference in May on how agents could increase bookings.
Ogden said James offered him business advice on the best way to deal with a difficult customer, which resulted in a booking.
He said: “James said to look at the added value for the customer. We offered her a deal on parking and travel insurance. Previously we always focused on the bigger price, not the lower priced items.”
Ogden has introduced four methods for shop staff: choosing their ‘attitude’ for the day, making the customers’ day, listening to the customer and having more ‘play’ at work.
Ogden claims this has resulted in the sales boost. He said: “From the start of the year sales were down 20%, but since the Triton conference in May our sales are 15% up on last year.”
Ogden said he felt inspired by James. “He offered us new ideas to take back to our office. We’re really trying to make every customer’s day.
“We try to give them our undivided attention whereas before we might have been typing an e-mail while talking to them on the phone. We also try to have a laugh now – it’s made us lighten up.”
Ogden also said staff now go outside and approach customers who are looking in the window. “Before, it was bookings and commission that were important. Now, if we get everything else right, profit will come too.”
James said: “It’s fantastic that people are listening to what we do in the grocery business and are putting it into practice in the travel industry.”
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