Location: Bromsgrove, Worcestershire
Shopping for: A wedding abroad for a couple on a tight budget
The agencies
Thomas Cook
92 High Street, Bromsgrove
Score: 54%
I was served immediately by an agent who brought me Thomas Cook Signature Weddings, Thomas Cook Weddings & Renewals of Vows and Olympic Holidays Weddings & Honeymoons 2009. She suggested I go away and look at them, and then come back.
She told me about the information pack, wedding coordinator and different types of venues. She mentioned Greece was better for a smaller budget, and that Cyprus and the Caribbean were more expensive.
She wasn’t forthcoming with this information however, and didn’t tell me much about price despite the fact I’d mentioned budget was important.
I felt that if the customer did not know to ask the right questions they would not be given the right information.
First Choice
89 High Street, Bromsgrove
Score: 78%
Three members of staff were free when I entered the shop, and two greeted me immediately and helped me with my query.
When I told them I had a limited budget they recommended getting married in a town hall in Cyprus, Greece, Rhodes or Turkey, with the latter most competitive for price. They told me that Olu Deniz, Ortakent and Hisaronu were good for photograph opportunities, but to avoid Marmaris.
After comparing some prices on the computer they told me more about payment plans and the wedding services they provided. They gave me two brochures and a compliments slip with a name and contact number to take home, and took my name and mobile number.
Unfortunately, this agency lost points because of tatty and worn advertising boards, a dirty shop and agents with a scruffy appearance.
Going Places
104 High Street, Bromsgrove
Score: 84%
As soon as I walked into Going Places one of three free agents gave me a friendly greeting. She got out some brochures and went through them with me at length, recommending Cyprus, and printed a quote for me.
She explained their wedding packages and even mentioned insurance, which she could sell me for £25. She apologised that they had no wedding brochures available to take home, but promised that as soon as they came in she would put them aside for me.
In the meantime she offered to call their wedding department and do some more groundwork for me, before calling me to update me on her progress. She gave me her business card and took my details. Great service.
The winner
Co-op Travel
2 Mill Lane, Bromsgrove
Score: 89%
I was greeted immediately by a member of staff from foreign exchange, who asked me to take a seat while I waited for another agent to become free.
The second agent apologised for keeping me waiting, and after hearing my request she immediately suggested Cyprus. She fetched the Thomson Winter Collection and the First Choice Weddings brochure and went through them with me, going into detail about each wedding package, checking prices on the computer and printing quotes.
She offered to do some more research and call me with the results. She found me insurance for £70 per couple, gave me a business card and the brochures to take with me and took my details down.
I was impressed that the friendly, helpful, professional agent went out of her way to show me that she could deliver exactly what I wanted, and was pleased to do so.
Selling tips
Tip 1: Know your destinations. Your customers will need detailed advice to decide which of the many available locations will suit them best. Take into account who will accompany the couple.
Tip 2: Ensure the budget is clear. It’s important to clarify exactly what is included at what cost.
Tip 3: All the relevant paperwork must be sent to the resort or correct official in plenty of time – check and re-check that everything is in order.
Tip 4: Go the extra mile to accommodate any special requests, whether it be a certain colour scheme or a dove release. The bride will probably ring you a lot, so take notes every time!
Tip 5: Make yourself so useful that the bride and groom advise the whole wedding party to book with you – think of all the commission you could earn from a large group booking.
Mystery Shopper scoring system
- 60% Advice and product knowledge
- 12% Customer service
- 8% External/internal appearance
- 7% Welcome
- 7% Farewell
- 6% Staff presentation