This week Mystery Shopper was in Exeter.
Thomas Cook and First Choice scored the lowest. Although Mystery Shopper was served, she didn't get a proper consultation and was just handed a brochure to research the product herself and asked to return to book.
We often hear of agents complaining that customers use their shops as a brochure pick up point, but it appears from these two consultation that sometimes agencies can appear to act as if they are that and don't seize the opportunity to take the booking.
On another note, yet another strong showing from Thomson - well done! I know Thomson has its own mystery internal shopping system, which is maybe why the multiple generally does so well in Travel Weekly's Mystery Shopper, but it certainly is consistently the strongest of the multiples when mystery shopped by us.
I fully undersatnd the customer's frustrations when they are told to research a destination for themselves but here I am in my shop researching for my customers who have already been on the internet and wish to obtain just a little bit extra so that they can go and book on the internet themselves.
It matters not when I tell them that we do not add any extra on top of the package price or that our holidays are ATOL protected.
There are travel agents who are Savy enough to read through a customer if they are using the travel agent as Citizen Advice Bureau or they genuinely wish to make a booking.
Mysteryshopper or no mystery shopper, we travel agents are still offering a service, spending our time and making phone calls for some of those who are a bit short on time and want the travel agent to give them the information for them to go book on line. So I am not surprised that the travel agent asked the mystery shopper to go search for him self.
I have had a few customers who told me that they have booked a holiday with someone or will be booking a holiday on the in ternet but like a fool and in the name of customer service, I still provided them information. The rights and wrongs of offering a brochure alone or going that bit extra mile when you know full well that you could give a particular customer everything but they still will not book with a travel agent as they find internet cheaper so please stop beating travel agents with the mystery shopper stick. :-)
Very good point Iamozy.
I suppose all agents have to make a judgement about whether a customer is a time waster or whether they will book. If you suspect they will book elsewhere, then the judgement must be whether it is still worth providing a bit of customer service in the hope that they will book through you another time.
There has been a lot of publicity given go UK holidays this summer and agents are often encouraged to push UK breaks, but do you think it is worth it given you could spend the time making a higher value booking for another customer going elsewhere?
Without a doubt, good customer service goes a long way. Most importantly, you either have it or you do not. I would offer the same service to lower value customer as I would to a higher value customer. The prrof is in the pudding. I almost saved a potential customer £400 by find cheapest rates on Rail Euro than flights to three different destinations. Then customer stated that he had looked on the internet and though that I could do better. I looked and him and asked if he wished to make the booking as it was within his budget, he stated that he will let me know later. He came today to tell me that he could not afford £150 to go to Spain and fly back. Fine
Again today I got a phone call from someone looking for all inclusive under £500. I brightly informed him that off course, I could do that. I gave him some prices there and then and he said that he meant all inclusive for less than £500 for two people anywhere abroad. I was gobsmacked but I told him what is reasonable or not and that I am not willing to send my customers to places where they have not a great time and come back from holiday complaining of soggy mattereses. He raised the price to £600. I offer him no promises but that I would search for a holiday and let him know by the end of the day. After searching 14 destinations, I Dynamically package a holiday (ATOL protected) for aroung £700 for both of them. Would he come back to book it? maybe maybe not.
The question is not about high value or low value. The question is that you are honest with the customer and explain if it is possible to expect so much for so little but still do your best to find a good deal for them.
For me customer service takes priority every time but to be honest, it irks me when people do try to take advantage of our knowledge or our information systems. We have to make a living. Well lets forget about making a living. We have to pay bills and by booking with the travel agent who is doing everything to find the right holiday within reasonable prices (because I put myself in my customer's shoes as I am first and foremost a consumer then a business woman,the customers will save time, effort, money and headache.
My moan is over. lol :-)