Staff at St Andrews Travel have adopted what managing director Andrew Dickson calls the Wow factor.
The consultants are encouraged to add value for each client they book a holiday for by doing something over and above what is expected.
“I tell staff to find something to add to that booking. Ring the hotel to get the hotel brochure sent to the client or get details of the destination from the tourist office.”
All staff are told to stand up when the client leaves and thank them for their business.
Some of the initiatives followed a visit from customer service specialist Chris Daffy from The Marketing Companywho came in to oversee the operation.
Each Saturday, St Andrews’ six agencies try to create a festival atmosphere in the shops by having balloons and streamers and bowls of sweets.
“The following week, 10 of the multiples in the area had done the same thing,” he said.
The agency gives away leather ticket wallets, golf balls and polo shirts to selected customers.”The wallets cost £10 but it is worth it because it makes the customer feel special,” he added.