Location: Bolton, Lancashire
Shopping for: A budget camping break in France for a family
The agencies
Thomas Cook
16a Corporation Street, Bolton
Score: 35%
First impressions were good – the agency was clean and spacious, and one of the five smartly dressed employees approached me immediately.
Things quickly went downhill; the agent did not seem willing to help and said Hoseasons offered camping in France but the shop had none of its brochures in stock.
After reluctantly bringing me a Keycamp brochure she estimated a price but refused to get an exact one unless I booked, as prices changed daily.
The agent said a ferry would be cheaper than flying, and tents cheaper than caravans. She said she only had a file copy of the brochure but suggested The Co-operative Travel might have one. She approached the next client without saying goodbye.
First Choice
45-47 Deansgate, Bolton
Score: 45%
I waited six minutes to be acknowledged and a further three before an agent became free.
The agent said Haven no longer offered camping in France but brought over a Keycamp brochure. She admitted she knew little about this type of holiday but was more accustomed to booking short breaks in Paris.
She seemed reluctant to assist me due to her lack of knowledge and was keen for me to return to see or be called back by her colleague who had more expertise in the area. The agent did provide some vague information and suggested going to Brittany.
She offered to book flights separately, which would work out at a similar price as going by Eurotunnel or ferry.
Thomson
Unit 21 Market Place, Boltonw
Score: 70%
Five staff were on the shop floor wearing promotional T-shirts, which looked ill-fitting and cheap.
I was acknowledged after three minutes by a friendly agent who invited me to sit down as she searched on the computer for camping in France. When nothing showed up, she asked a colleague, who suggested Keycamp.
The original agent went to find information and returned eight minutes later with the Keycamp brochure. She called Keycamp for a costing with ferry travel and a campsite close to the port being recommended.
The staff showed little knowledge regarding France and camping, but they were friendly, professional and tried their hardest. I would not return there unless I had done my homework first.
The winner
The Co-operative Travel
20 Corporation Street, Bolton
Score: 79%
When I entered there were nine customers and three employees visible, which made this small agency feel crowded, and there was a printer on a table spewing paperwork onto the floor. However, the agent who served me was very friendly, enthusiastic, helpful, professional and knowledgeable.
From her own personal experience she suggested Keycamp, recommending Brittany, the Paris region and southern France with different travel options such as ferry and flying.
The agent also proposed contacting a caravanning club if bringing my own camping equipment or caravan. She was animated and enthusiastic throughout, advising me of different campsites and activities available for children.
There is no doubt that I would return to book a holiday with this agency.
About this week’s Mystery Shopper
This week’s Mystery Shopper results reflect the importance of enthusiasm and effort. The lowest-scoring agencies showed a reluctance to help – in one case even directing the shopper to a rival. The winner combined all the building blocks of great customer service: passion, friendliness and a sound knowledge of holiday type and destination.
Prize
Congratulations, The Co-operative Travel, 20 Corporation Street, Bolton. One of your agents will be staying at Dian Bay, Antigua, courtesy of Elite Island Resorts, after coming top in this week’s Mystery Shopper.
This week’s prizeDian Bay, AntiguaThis adults-only hotel is a romantic boutique hideaway. It offers a low-key ambience. Accommodation is in 50 suites, and guests can enjoy water sports off the beach or unwind in the hotel spa.
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: Camping specialists include Keycamp, Canvas Holidays and Siblu.
Tip 2:There are 9,000 fully equipped one to four-star campsites in France – from Normandy’s coastline to the French island of Corsica. Many campsites hire out tents, caravans and bungalows.
Tip 3:Domaine de Kerlann is great for families as it has a SplashZone water park and offers sailing courses. The resort is bookable through Siblu.
Tip 4: Siblu offers 20 campsites across France, most of which have kids’ clubs, sporting activities and pool complexes with lifeguards.
Tip 5:Taking the ferry to France is the best option for a self-drive camping holiday. Alternatively, fly to your destination and then hire a car. Keycamp can make transport arrangements.
Mystery Shopper scoring system
- 60% Advice and product knowledge
- 12% Customer service
- 8% External/internal appearance
- 7% Welcome
- 7% Farewell
- 6% Staff presentation