“LOOK after number one and let number one look after you” is the message that flashes at me when I tap into the TOP system.
We are a small independent agency (a member of Midconsort) with a number of regular clients who come to us because they know that we will give them a good service and impartial advice – they know they can trust us.
A regular client called in wanting to book a three-week holiday for two in specific accommodation in Sri Lanka for next November. After exhaustive appraisal of the operators covering his choice, it was decided that Thomson Faraway Shores gave the best deal for our client. He booked at a total cost of ú2,102.
We gave him free insurance, and he went away quite happy. A little while later he called back in, having walked past the local Lunn Poly which had a notice in the window guaranteeing the cheapest Thomson holidays in town.
He called in and asked for a quote on the holiday he had just booked. He returned with the quote which offered him free insurance and a discount of ú200. As my commission is only ú210, I explained that it was not possible for me to match that offer, which he quite understood.
I did my sums and made him an offer, which he accepted. However, he is ú100 out of pocket, and I am virtually working for nothing.
His anger was not directed at ourselves – he was grateful for the offer we made – but at Thomson, which he felt was penalising him financially by making it more expensive for him to book with an agent of his choice, and which virtually forced him through Lunn Poly’s door for him to obtain the best Thomson deal.
I would be grateful if Thomson could explain to me exactly why I should look after number one when it seems that number one has no intention of looking after me.
Frances Peake
Proprietor
Peakes Travel Market
Shrewsbury
Editor’s note:We would welcome a response from Thomson