Brush up your act… Betty’s way
BUSINESS travel agents need to have the ‘Betty factor’ – personal service for clients that is second to none.
That’s the message from former US Burger King boss Barry Gibbons, who drew on the personal service he received during his stay at a hotel in the Caribbean thanks to a cleaner called Betty.
Gibbons, chief executive and chairman of Burger King in the US for five years, grew profits at the fast-food giant by 50% during his time there in the 1990s.
He told delegates about his own experiences as a business traveller and how to excel with service.
“I went to a hotel and there was a note saying look under the bed, underneath there was another one that said ‘I clean under here too, from Betty’. The service was impeccable.”
Gibbons said it was vital agents got inside their customers’ heads and made a connection with their clients to really excel in their businesses.
He advised delegates to sit back and think about their business. He said: “Some things have changed – security, technology, corporate financial control – but one thing that hasn’t changed is the distinction.
“When you go back to your business think about what people would think of you. You should look at how you do business and what you stand for. You need to make a connection above price and above service.
“Travel is not a commodity – if you think it is you should sell up and get out.”
Gibbons also recommended agents got someone unconnected with the business to cast a fresh eye over the business and the way it is run. “Get somebody in to look at your business; don’t employ them, put them in the cupboard and keep them like the oracle,” he joked.
Independence begins to make its mark
ADVANTAGE business travel members need to make their mark on corporate buyers, according to consortium managing director John McEwan.
McEwan said he believed Advantage had already “strengthened its brand” in the business travel market.
He said: “Remaining independent is good for our customers – global travel management companies can’t give the personal service that we can.
“We know our customers and we know where they are. We will be a voice going forward – lobbying for what we believe is right. The market is changing and we need to react to the changes rapidly.”
McEwan also said Advantage would have a large presence at next year’s Business Travel Show in February to consolidate its position in the travel management world.
Meanwhile, Advantage has announced it will hold next year’s business travel conference at the Swissôtel in Zurich on October 8-9. The event will be sponsored by Star Alliance. This year’s event was attended by 250 delegates.
‘E-travel’ trial with Amadeus
A GROUP of Advantage business agents are piloting a new online booking tool for clients that will then be rolled out to other members.
Ten members of the Focus Partnership – a group of 90 key business agents – are set to start training with the Amadeus e-travel tool, allowing customers to book their own arrangements online.
Vice-chairman of the Focus Partnership Toney Stone said: “We are going to be the first to use the tool and we will be able to tailor it to the needs of the Focus Partnership and their customers.”
Stone said some agents already had self-booking systems but claimed the Amadeus tool offered a better range of hotels, cars, air, rail and insurance content.
Advantage director of business travel Norman Gage said: “People don’t want to pay a high price for the online service if their corporate customer doesn’t use them. The Amadeus system is easy to use and it runs across all four global distributions systems.”
‘Stay fit, keep listening’
AGENTS need to give themselves ‘health checks’ to make sure their businesses are fit for the future.
Director of business travel Norman Gage said he took the advice of British Airways chief executive Willie Walsh, who said he would ‘constantly be ensuring the airline would be fit for the future’.
He said: “We need to consider the customer’s needs, the commercial team, the members and key suppliers. It is all about health checks – attending conferences as well as business travel forums.
“Feedback is the ‘breakfast of champions’ – without it we cannot provide our members with the key issues,” he said.
“We also need to listen to what is going on across the pond – there is a lot happening in the US.”
Gage also said agents need to look at what leisure agents offer. For example holiday gift vouchers should not just be restricted to leisure agents.
Advantage managing director John McEwan added: “Give yourselves regular health checks in terms of what is needed for your business.”
Green is the colour for corporate travellers
CORPORATE buyers are going ‘green’ by cutting carbon emissions and focusing on corporate social responsibility, according to a survey conducted by the Institute of Travel Management.
ITM executive director Paul Tilstone said companies are focusing more on their reasons for travel due to the environmental impact it may have.
He explained that 65% of corporations operate some sort of environmental programme and 45% are actively reducing their carbon emissions.
Tilstone said: “TMCs need to provide carbon reporting – there is even more importance now on how to reduce it.”
More than 60% of respondents believed corporate social responsibility was important to their business.