The owners of Polkadot Travel say they make their consultants find out four things about every new customer, unrelated to their holiday request, before making any booking.
Philippa Wilcox said: “You need to know your customer. I tell all our staff to befriend their customers and be honest with them. People don’t buy products, they buy you.”
Polkadot Travel also encourages its staff to make every booking what it refers to as a “clean booking”.
“A clean booking means we have helped the customer in every way that we can.
“People haven’t got time anymore to do things themselves so we try to ensure that every booking also has airport parking, fast pass through airports, car hire, attractions tickets, insurance and holiday money, for example,” said Wilcox.
“If you have made a clean booking, then you have fulfilled your role.”
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