Mystery Shopper called on agents in Dunstable this week to seek advice on a family trip to South Africa at Christmas time. Wedding celebrations were the primary motive for travel, not the Millennium, although most agents commented that it would probably be the busiest time of the year. independant retailer Alan Bartram Travel was most impressive with the consultant taking a thorough approach.
*****
Each week, Mystery Shopper will be calling on agents in different areas. Stars are awarded to agents which score for:
* Agency appearance
* Product knowledge
* Staff attitude
* Brochure racking
* Sales technique
The top-scoring agency each week receives a Travel Weekly certificate of commendation
Please note that no additional information will be given about Mystery Shopper’s visits
Alan Bartram Travel, Eleanors Cross, 3 Albion Street, Dunstable
**** Winner
An attractive, small agency with a neat and tidy interior. The brochure racks were well stocked and two agents were serving.
Though I had not mentioned that the purpose of my trip was to celebrated the Millennium, the consultant pointed out to me that I would be travelling at a very busy time of year and that there may be difficulty getting availability on flights.
She said there were a range of options within South Africa and firstly showed me three brouchures
She checked what sort of things I wanted to do out there, and flicked through the brochures to show the choice of holidays. She then checked availability of flights and suggested I took the brochures home to read.
The agent was friendly and efficient, and I was definitely persuaded to return to book.
* Agency appearance
* Staff attitude
* Brochure racking
* Sales technique
Thomas Cook, 6 Nicholas Way, Quadrant Shopping Centre, Dunstable
**
This medium sized agency was tidy and there were three consultants on duty. The brochure racks were well stocked.
I was told immediately that they had nothing for Durban yet. She checked with colleague, and then checked a file behind her. She made sense of her response by saying that they were not doing any Millennium trips as there was no-one to work over the period.
I had opened the conversation by saying we wanted to travel there for a wedding, but I was deterred from pursuing the query any further. The agent is obviously of the view that people travelling over the New Year are going to celebrate the Millennium
* Agency appearance
* Brochure racking
Lunn Poly, 2 Queensway Parade, Dunstable
**
This agency was neat but plainly decorated and there were three consultants on duty.
On giving my request, I was greeted with blank looks and the comment that this was a specialised trip.
The agent proceeded to the racks and checked Kuoni but for some reason could not see where South Africa was listed. Went into the back office and returned with the Bluebird brochure and checked that it featured Durban.
British Airways Holidays was looked at as an afterthought, and the agent was surprised that it mentioned Durban. Overall the attitude was vague and lacklustre, and no attempt was made to sell.
* Agency appearance
* Brochure racking
Going Places, 32 High Street South, Dunstable
*
There were four consultants on duty in this long, narrow agency. The brochure racks looked patchy and the agency was in need of refurbishment.
I was served immediately by friendly consultant who suggested looking in the worldwide brochures and picked out those of Kuoni and British Airways Worldwide.
She said that they featured set itineraries in South Africa but both could also do tailor-made options if I wished.
The agent said that more specialist operators would offer more specialist itineraries, but she did not suggest any. Also she did not comment on the fact that it was over the Millennium celebration period.
* Staff attitude
Top Tips for Agents
Tip 1: If clients are travelling over the Millennium, do highlight operators’ exclusions clauses for bug related problems.
Tip 2: Don’t assume clients that are travelling next Christmas and New Year are only going as a Millennium-related celebratory trip – life does go on!
Tip 2: Do acknowledge clients waiting in a queue – it makes them feel they are being attended to.