Mystery Shopper called on agents in Guildford this week to ask about camping holidays in Spain.
Mystery Shopper wanted to go on a family holiday in early September and needed details about camp sites situated near areas of interest.
No agency provided a detailed response, although the American Express consultant’s thorough approach to the inquiry was impressive.
*****
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
American Express, 38/40 High Street, Guildford
**** Winner
A large double-fronted agency with a window dominated by a bureau de change sign. It was neat and tidy inside, but in usual American Express style, there were no brochures on the racks, only covers.
There were no customers, so I was served immediately by one of the two consultants. She had a friendly approach, but said the only brochure they had for this type of holiday at present was Keycamp. She got a copy for me from the back office and went through the grading system for the different types of camp sites.
Although I said I wanted to go somewhere quiet, she said most places were in the more popular resorts.
She talked me through the various transport options, mentioning the Portsmouth to Bilbao and Plymouth to Santander ferry services which took about 24hrs, and explained that it would take me about 4hrs to get from the ports to the main resorts.
She gave me her card and encouraged me to call back if I needed more help, but urged me to give it priority as bookings were already quite strong for that time of year.
She did not appear to have first-hand knowledge of any of the resorts, but was confident about selling the camp holiday product. She was also the only agent to encourage me to return when I had made a few choices.
* Agency appearance
* Product knowledge
* Staff attitude
* Sales technique
Going Places, 26/28 Swan Lane, Guildford
***
There were two consultants on duty in this spacious agency.
Both were busy with customers and I was served after a 5min wait. There was a well stocked box of children’s toys but the brochure racks had lots of gaps.
The friendly consultant scored for product knowledge because she had actually stayed on a Spanish camp site with her family and she gave it a recommendation.
She said although it was large and busy, it was clean and had plenty to offer children. She highlighted it in a Eurosites brochure. She also mentioned Keycamp but said there were no brochures in stock.
* Agency appearance
* Product knowledge
* Staff attitude
Lunn Poly, 41 High Street, Guildford
**
The agency was neat and tidy although the brochure racks looked low on supplies. I had to wait for 15mins, but the consultant was apologetic when it came to my turn, commenting on how busy they were.
She didn’t have any first hand knowledge of the product, but gave me Keycamp and Sunsites brochures.
She recommended Keycamp as being the easier to read of the two, and gave me plenty of background information, flicking through the brochures to show me. She also mentioned Haven as an option, but said Lunn Poly currently had no spare copies to give away, but she did offer to order one.
* Agency appearance
* Staff attitude
Thomas Cook, 46 High Street, Guildford
*
The agency was small and neat looking with a bureau de change and separate flight desk.
The children’s play area was well-stocked and the brochure racks were neatly laid out. One consultant was on duty, and busy with a customer. I was served after waiting 5mins.
On hearing my inquiry, the consultant suggested Sunsites and fetched a brochure which featured just one resort in Spain. She said these types of holiday were normally booked through brochures advertised the national newspapers.
She seemed content to leave my enquiry at that and did not encourage me to return.
A very unsatisfactory service.
* Agency appearance
Top Tips for Agents
Tip 1: Always encourage customers to come back otherwise you appear to act like a brochure distribution point.
Tip 2: Do check who is travelling so you can judge the style of holiday they want.
Tip 3: Stacks of brochures on the floor look messy – hide them behind the scenes if you haven’t got time to put them away.
Tip 4: Do acknowledge customers who have been waiting for a while – it means they might hang on a bit longer rather than go to a rival.