The Conversation
doesn’t chance their 24-hour operation to a third party but keeps it in-house, with dedicated teams who work on shifts to cover. The other essential element of their service is discretion. Music by Appointment handles huge household names but you’d never know as keeping tight-lipped – formalised in non- disclosure agreements – underpins the reputation they’ve carved out. “We go to extraordinary lengths to protect our clients’ privacy,” says Veronique. Very simply, the company knows if they’ve
done a good job, “if we don’t hear anything,” explains Gianquitto. He appears to be the joker of the two, pulling my leg about the weekly staff drug tests when I enquire how they find staff willing to cope with such demanding clients. “We have very well trained staff; there is no Polish call centre here.” Many staff are long-serving despite the gruelling hours. “We’re not a nine to five operation,” adds Veronique. “We’re as far away from a CWT or Amex as you can get.” TAG's trendy Linen House offices are more
reminiscent of a lunatic asylum, says Gianquitto, but it is the reputation of these highly-motivated staff – placating egos and babysitting clients throughout – that shapes TAG's reputation. “We go to the enth degree to deliver above
client expectations; we have to be 100 per cent in attention to detail,” he explains. Part of that is their refreshing ethos towards suppliers. “Our clients are treated like clients as we’re beholden to them to deliver the right service to our clients so they’re almost more important than our clients,” he says. Understandably, suppliers will
flex normal procedures and processes to win this type of business and in this area TAG commands a God-like role in allotting business to one supplier over another, something Gianquitto concedes. Investment in technology has
JOHN GIANQUITTO JOINT OWNER, CHAIRMAN AND CHIEF EXECUTIVE, THE APPOINTMENT GROUP
often comes from start-up companies from former employees. While the music touring side of its business is
also been a godsend, helping to take away the drudgery of repetitive procedures so staff can focus on service. “It brings efficiencies to staff and standardises all the dross, providing it in a volume way,” explains Veronique. Veronique and Gianquitto set out to create the largest music specialist TMC in the world. They’re not there yet, they say, explaining that they are dwarfed by larger agencies in the US, albeit operated by independent consultants. Their market strength is that they are wholly owned and international so it’s hard to accurately measure. “We try and view ourselves as a mountain,”
" It is the reputation of these highly- motivated staff – placating egos and babysitting clients – that shapes TAG's reputation"
all about getting the job done, the corporate side – which is TAG's second largest profit- earner – is more about self-sufficiency of the traveller and giving as much information through hand-held devices. It’s also more about budgetary constraints, rather than simply booking the one standout property in each city for a music legend. Its corporate side – through Travel by Appointment – deals with clients from hedge fund managers and banks to retail businesses, and it would be naïve to think that there were no maverick travellers among them willing to ignore policy and challenge TAG's employees. Looking to the future, TAG is interested in growth in Asia for the music and corporate divisions, but having to partner with a local company may knock this on the head as TAG's ethos does not include VC or partners. “All decisions have got to come from John and I,” asserts Veronique. “We’ve got to control the business.” They work from one three-
year business plan to the next, but have no exit strategy. “We’re still driven by the business and still taking on challenges, like America,”
says Veronique. Their twenty-something-year business partnership has endured because of their tight control of the business, which they admit can be a bit of a challenge for other senior staff. But there’s another element to their success:
says Veronique. “And we try and remain three to five steps ahead of the competition.” Perhaps not surprisingly, their competition in the UK
“We hate each other,” quips Gianquitto, before quickly adding on a more serious note: “The biggest thing we’ve had in each other is undoubtedly the trust.” It is this that has underpinned their working relationship and allowed the duo to create a £60million business, and retain their friendship both on and off the golf course.
John takes a hands on role within the company, focusing on delivering the highest quality of service to clients. His approach of ‘nothing is impossible’ together with a drive to get each client the best possible deal, was part of the founding ethos of The Appointment Group when it was launched in 1983 and continues to be the driving force behind the company.
MAURICE VERONIQUE JOINT OWNER, CHAIRMAN AND CHIEF EXECUTIVE, THE APPOINTMENT GROUP
Maurice is passionate about travel management. He has an open door policy, and has listened and reacted to the constantly changing demands of the client. By keeping The Appointment Group at the forefront of change, he has ensured the company delivers the right solutions at the right time. In February 2008 Maurice was voted in as the Chairman of the Guild of Travel Management Companies. During his time at the GTMC he overhauled its structure and made significant changes, enabling a more open environment with greater communication within the industry.
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