Location: Romford, Essex
Shopping for: A week-long break in Poland
The agencies
Thomson
Unit 1, Liberty 2 Shopping Centre, Mercury Gardens, Romford
Score: 20%
The appearance of both shop and staff were first-rate. Inside there was a large advertising screen, a monitor displaying various offers and colourful posters on the wall. But unfortunately that was where the good points ended.
I began browsing the brochures and was asked to take a seat. When I found myself still sitting there 16 minutes later I decided to leave. With six staff – two were on the currency exchange desks – serving six customers, I feel I should have been attended to sooner, especially as two of the agents were devoting their time to just one couple.
Since I didn’t actually receive a consultation at this agency – or even a greeting for that matter – this was all in all a dismal performance.
Flight Centre
Unit 5, Laurie Walk, Liberty Shopping Centre, Romford
Score: 85%
From the outside, the windows of the agency were clean and engaging, with several offers on display. I noticed the entrance was clear and spacious. Two agents were busy serving four customers, but after a few minutes a very friendly agent offered to help me.
I was given the Cosmos Tourama brochure and her card, and she told me I could make a booking over the phone. I was a bit disappointed that no attempt was made to take my details, nor did she try and sell me add-ons or upgrade my holiday.
The consultant thanked me for my enquiry and invited me to come back very soon. I was impressed with her good manners and politeness.
First Choice
78 South Street, Romford
Score: 86%
I was not greeted immediately as the two agents were attending to four customers. After five minutes an agent approached me and I explained what I was looking for.
I was given a Cosmos Tourama brochure and told there was one other that would be relevant but it had to be ordered. The agent did not try to upgrade my holiday nor sell me any add-ons. She gave me her business card and apologised for the delay in the consultation, explaining that they were short staffed.
She invited me to come back and wrote a note asking her colleague to assist me when I returned to make the booking, although she did not attempt to take my details. This was a very friendly and well organised travel agency.
The winner
Thomas Cook
13 Clockhouse Lane, Collier Row, Romford
Score: 86%
Well presented on the outside, clean and tidy on the inside – my first impressions of the agency were very positive. With no other customers in the shop I was greeted by an agent immediately who listened intently as I explained what I was looking for.
I was given a Cosmos Tourama brochure and the agent made a suggestion. She also gave me the Cresta brochure, but did not try to sell any add-ons or upgrade my holiday. No attempt was made to take my details, but I was given a business card and invited to call back any time to book a holiday.
Overall the agent asked all the right questions and explained everything well, including the costs of each product. She was also confident and very friendly throughout the consultation. I would definitely recommend this agency.
Prize
Congratulations, Thomas Cook, Romford. One of your agents will be staying at Village Inn, St Lucia, courtesy of Elite Island Resorts, after coming top in this week’s Mystery Shopper.
Village Inn, St Lucia is an informal resort ideal for couples or families seeking a budget-conscious vacation in the tropics. It lies amid five acres of gardens on the edge of a golden beach in the Frigate Bay area of St Kitts. Every week for the next year the travel consultant who gets the highest Mystery Shopper score will win a seven-night stay for two people at an Elite Island Resorts property. Flights are not included.
Selling tips
Tip 1: Cracow is Poland’s cultural capital with a beautiful market square and a lively nightlife. Nearby excursions of interest include Auschwitz concentration camp and the Wieliczka salt mines which date back to the Middle Ages.
Tip 2: Suggest a trip to the port town of Gdansk which has 1,000 years of history and is known as the world’s amber capital. Also visit nearby coastal towns of Gdynia and Sopot for shopping and tourist attractions
Tip 3: Warsaw teems with cultural attractions such as ballet performances, museums and communist tours. Get off the tourist trail by visiting the nearby medieval town of Kazimierz Dolny.
Tip 4: Spend a few days in Poznan which has a beautiful Old Town whose cobbled streets teem with churches and charming buildings. There is also a 13-15th- century cathedral, as well as plenty of bars, clubs and cafes.
Tip 5: Operators which offer cultural tours to Poland include Kirker, Cox and Kings and Regent Holidays.
Mystery Shopper scoring system
- 60% Advice and product knowledge
- 12% Customer service
- 8% External/internal appearance
- 7% Welcome
- 7% Farewell
- 6% Staff presentation
The challenge for this week’s Mystery Shopper was to track down a week-long break in Poland for a young couple. Both are interested in culture and history but have no idea where to go. On the plus side, all four agencies and their staff were well presented. Three of the agencies pointed Mystery Shopper towards Cosmos’s Tourama brochure, but none attempted to upgrade the holiday or sell add-ons.