talking shop WISE COUNSEL Top notch tour operators
Isn’t it interesting that when asking for nominations for the most HELPFUL operator, there are very few suggestions? Yet, if I had asked for nominations for the WORST, I’d have been inundated? I have had some great nominations though and here are a few worth mentioning. Jo Kemp, a fellow TC, contacted Becca Spurgeon at Africa Collection and said: “Seldom do you find tour operators with staff like Becca. Although she was just doing her job, I felt she had more of a personal touch and was happy to assist in any way possible to secure the booking for me”. Becca helped Jo to secure a £7k booking that started off as a simple flight- only enquiry and just grew and grew. Nicholas Harding-McKay, of Travel Designers in London, sent me a great nomination too. “Last week the lovely Gillian Walker from Kuoni stayed on duty until 10pm (her shift ended at 6pm) to help. She always goes far further than I would expect to help us. If you’re stuck for a suggestion or need advice, she is there, nothing has ever been too much trouble, and she sounds as if she always has a smile on her face!” But for me, this month’s award goes to Explore, as nominated by Helene Kirkham of Travel Counsellors, who told me: “One of my clients was on an expedition in the Himalayas with Explore in August and left her mobile behind in one of the hotels. She advised the tour leader but the hotel would not post it on. The tour leader said she would try and get a colleague to collect it during the next tour staying at that particular hotel but of course my client didn’t really hold out much hope! Four months later Explore customer services contacted me. The phone had indeed been collected and returned to the UK. It arrived by post the next day at absolutely no charge!” The Explore tour guide was called
Indira but credit goes to the whole team in India and the UK offices for their amazing co-ordination. So, congratulations to these nominees,
and especially Explore Travel on providing the excellent service that we value highly.
Top: Amazing service from Explore in the Himalayas. Below: Thai Smiles - inspiration to sell
64 February 2012 •
www.sellinglonghaul.com
BIG THEM UP! Congratulations to Explore whose wonderful customer service won them my Most Helpful Tour Operator award this month. Don’t forget to make a note of who your Most Helpful Tour Operator is during February and pop me over an email with your nomination by March 8. Let’s give credit where credit is due.
“Keep away from people who belittle your ambitions. Small people always do that, but the really great make you feel you too can
Getting In Training January is traditionally a busy month and I was surprised how many training events I had to miss. However as I have long had Thailand on my wish list, I could not miss the Thai Smile quiz in London. With the promise of places on fams, free flights as well as increasing my knowledge on a destination that I have sold well for years, but never visited, this event got my vote. It was very well attended, fun and informative, and I’m not ashamed to say the TCs there cheered the loudest and clapped the hardest! Whilst my famous lucky knickers failed me this time, they did pass their magic onto a friend sitting on the same sofa as me!
Social Media I like to lead by example, so I updated my Facebook status telling all my ‘friends’ the holidays I have booked for myself in 2012 (three so far!) This seems to pay dividends, as many of my friends are now clients. Keep your social media sensible
become great” — MARK TWAIN
and a personal site can work for you. I read recently that one in every seven minutes is spent on Facebook – it’s clearly a concept we need to embrace.
Value Networking I’m moving! And am not relishing the logistics, but thanks to my many years of local business networking I personally know the solicitors, surveyors and even a builder I know I can trust. Networking works - I greatly value having business contacts that are as passionate about their businesses as I am about mine.
Look Ahead I feel confident that February and March will continue well if we just keep on providing the best service we can, and keep building those relationships. Follow the words from Mark Twain
above and you just can’t fail! Happy Selling!
SALES SUCCESS
January was a massive month sales wise. On Friday January 13 (unlucky for others but not us) the company did its best-ever day of sales at £2,200,00.00 plus! It was an amaz- ing day with great community spirit. I am sure this year will continue to be a bumper one if early sales are any indication.
YOU WON’T BELIEVE
IT BUT... I recently did a Lapland Santa trip for a family of four and it reminded me of one way I have previously gone the extra mile. I got my daughter, dressed as one of Santa’s elves, to deliver the tickets to the children. They loved it and as my daughter has studied acting doing the character and accent wasn’t a problem. Not sure many high street agents could arrange this but it got lots of free coverage in the local press, so I guess any expenses can fairly be classed as ‘marketing’!
BARBARA CHARLTON
Regular columnist Barbara was voted Most Helpful Travel Counsellor of the Year for two consecutive years.
Contact Details
BARBARA CHARLTON Travel Counsellors UK 0845 0587 290
Barbara.charlton@
travelcounsellors.com www.travelcounsellors.co.uk/ barbara.charlton
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