Mystery Shopper called on agents in Colchester just before Christmas in the vain hope of picking up a last-minute bargain trip to New York to do some shopping. Not surprisingly, the agencies visited were unanimous that we had little hope of picking up anything, let alone a trip which could qualify as a bargain. Lunn Poly scored because it was the only retailer to offer something to sell.
*****
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
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
Lunn Poly, 2/3 St Nicholas Passage, Colchester
WINNER ****
THERE were three consultants on duty in a clean, brightly lit agency. The brochure racks looked extremely patchy.
There were no customers, so I was served immediately. On hearing my enquiry, the consultant said that I would be lucky to get anything at this point as New York was extremely busy. She said she would do an availability check for me, but was doubtful that we would find anything at a reasonable price.
On this cheerful note, she set about looking through the Thomson system. She found a couple of options and marked them in a Thomson brochure. They were the Holiday Inn Broadway at £881 for a two-night break and the Novotel in Manhattan which was slightly cheaper at a still hefty price tag of £855.
She said this was only what Thomson offered but that the operator was the best. She offered to check a few more, but repeated her view that the only things available at this point would be around that price. I declined her offer
I was impressed by her helpfulness and friendly attitude. She had every right to look thoroughly impatient at anyone expecting to be able to get a cheap package at such a late stage. She got a star for sales technique because even though she did not sell me anything, she had made every effort to be helpful.
* Agency appearance
* Product knowledge
* Staff attitude
* Sales technique
The Travel Centre, Eld Lane, Colchester
***
There were two consultants on duty in this attractive agency which looked like it was two shops knocked together.
It was about 5mins before the shop was due to shut, and I was informed that the system had already been closed down for the evening.
The consultant was optimistic there would still be flights available, but said it would be very difficult to get hotel accommodation as she had tried for a client the previous week and virtually everything was booked up. She said people were already booking Christmas shopping breaks in New York for next year. She gave me a card and told me to call her again if I wanted to check availability.
* Agency appearance
* Staff attitude
* Brochure racking
Thomas Cook, 124 High Street, Colchester
***
The agency was neat and tidy looking with well-stocked brochure racks.
I was served immediately be a friendly consultant who said if I wanted accommodation in New York I would be out of luck. She said she had tried to book a hotel in the city a few weeks ago and everywhere she had tried was sold out.
She offered to do a search for me for availability after Christmas and suggested that I could also look at the option of going to another US city like Boston.
The consultant repeated again that getting flights would be easy but that I would have difficulty finding a hotel.
The consultant was very friendly but unable to help.
* Agency appearance
* Staff attitude
* Brochure racking
Intatravel, 1 Trinity Square, Colchester
*
Small, scruffy looking shop with four consultants on duty behind a high counter. The brochure racks were well stocked.
It was towards the end of the day and the consultant was blatantly annoyed at being asked anything so near to closing time.
She impatiently asked me when I wanted to travel, and when I just said the weekend before Christmas, she got irritated and gave me a calendar so I could give her an exact date.
Before she checking anything on the system, she consulted her colleagues and they were unanimous that I had no chance of getting anything at his late stage unless I paid around £1,700 for a weekend break.
* Brochure racking