This week Mystery Shopper wanted a summer holiday to Kefalonia for a family of five. The family wanted to explore the island, but to stay in a resort with lots of activities and a good beach for the children. Ideally they wanted a self-catering apartment. The budget was about £3,500.
Mystery Shopper phoned each agency beforehand and ask about parking nearby.
- The target: Windsor and Maidenhead
- Wanted: A family holiday to Kefalonia, with phone call before visit
Tony Sheldon Travel
Tony Sheldon TravelThe Studio, Brock Lane, Maidenhead
Score: 53%
The phone was answered in two rings by a consultant with a good telephone manner who gave easy to follow parking instructions.
The agency was tucked away down a dead end alley, so had little window space to put up decent displays. I was the only customer, so was immediately acknowledged with a little tired ‘Help?’
The agent understood my requirements and recommended car hire, but didn’t try to sell it. She suggested travelling with Sunvil with the quote at £3,220. She also recommended a Manos package costing £2,530.
She had good knowledge of the island, so was able to research the holiday better than some of the others. She didn’t offer any extras or upgrades, try to close the sale or take any contact details from me.
Thomson
Thomson48 High Street, Maidenhead
Score: 53%
The phone was only answered after 39 rings, but the agent was bright and friendly agent and gave clear directions. She gave good parking instructions and tips on quieter times to visit the shop.
The shop itself looked good, although a tad dated. One member of staff looked a little unkempt. The consultant serving was friendly, but not enthusiastic. She took all the requirements for the request, but didn’t pick up that I wanted to get out to see the island.
Her knowledge seemed to be based on what was written in the brochure or appeared on the screen, and her accommodation search focused solely on looking for an apartment for five. She didn’t appear to look at other facilities.
The quotes were from £2,149 with First Choice, but no specific accommodation was mentioned. The consultant offered insurance, but didn’t attempt to close the sale or follow up.
Eton Travel
Eton Travel104-105 High Street, Eton, Windsor
Score: 66%
A consultant picked up the phone after one ring, giving helpful directions and parking advice. The shop was well presented in a mature style, with big mahogany desks. I was greeted with a short ‘Hello’ and the agent gave me her business card at the beginning of the conversation.
She was somewhat short in terms of communication, tending to sit and look at her screen, but never letting me know what she was looking at – I had to keep asking. However, she was very thorough in her research and looked at or suggested the most operators.
In common with other agents, she focused on finding two-bedroom accommodation to sleep five, and because of the limited availability, didn’t focus on other aspects. The consultant suggested going to Cyprus instead, as she said there was better choice of accommodation.
She recommended travelling with Thomas Cook Style, with a package costing £3,336.
Thomas Cook
Thomas Cook77 High Street
Score: 78%
The phone was answered after five rings, and I followed instructions to get through to the shop. The consultant who answered gave precise parking directions.
This was a smart and professional looking agency. The agent took down full details of my requirements at the beginning of the consultation and put them on a customer enquiry form. She recommended a package with Olympic costing £3,268 and one with Thomas Cook costing £2,430. She offered insurance, but although I had hinted at car hire, she didn’t offer it.
She didn’t attempt to close the sale, but she did get me to agree to a follow-up call in two days time. At the end of the visit the agent gave me her card, pointing out her contact number. She was professional and precise, without being too friendly.
Tips
- The island is ideal for families, as it is quiet and laid-back, without rowdy resorts.
- Recommend accommodation in the south of Kephalonia because of its sandy beaches, where as the north has white pebble beaches.
- If clients want to hire a car, they can drive on the scenic coastal roads or to Mount Ainos.
- Libra Holidays has reintroduced Kephalonia this year, with flights from Gatwick, Manchester and Bristol.
- For more information on accommodation in Kefalonia, visit Gazetteers.com
For more on this week’s Mystery Shopper go to the Community Editor’s Blog