p38-39 Frontline 10/2/09 16:47 Page 38
knowledge exceptional service
ttglive.com
Special agents
Love is in
the care
You may not be expecting a card from even your
most loyal client this Valentine’s Day, but we at
TTG have not had to look far to find customers who
love their travel agents. Olivia Hemmings hears
glowing testimonials about going the extra mile
someone else, who might also recommend
couple of restaurants that I knew you to their friends – and that’s how the
MARC FITCHETT .
were pre-book only and which bookings come in!
Travel Counsellors,
would be real experiences rather
near Bath
than ordinary meals out. Steve Stott: The holiday was absolutely
Then I got in touch with our superb. Nothing went wrong and we stayed
Marc: I have been friends with travel counsellors over in South in some amazing venues.
Steve and Shirley for about six Africa who agreed to meet Steve and We were happy to let Marc organise every-
months. After I returned from a South Shirley at the airport, provide them with thing for us, and while we were booking it
African Tourism fam trip, they were so a welcome pack and maps, and be a contact he would come round frequently with
interested in my stories that they asked if in case of emergency. brochures and vouchers, and talk us through
I would put together a 17-day touring I contacted the hotels where they were all the options. If he said he would do
package for Steve’s 50th birthday. staying to ask them to ensure the couple’s something, he did it: no empty promises.
As clients they are your ideal type: they holiday was special – and the Radisson A few days before we were due to leave, I
put their trust in me 100% and let me upgraded their room. mentioned we would need to leave our car
organise more or less everything. It took When Steve and Shirley landed in Cape at Heathrow, and by the time I got home
about three weeks on and off to do all the Town they called me from the hotel to let that evening there was an email waiting
research and book it. me know they had arrived safely, and for me saying it was all sorted.
I arranged for them to fly to Cape Town thanked me for everything. We’re quite independent travellers but
for a few days, then booked car hire to travel While they are friends as well as clients, having the contact in South Africa was reas-
to Stellenbosch, followed by Grootbos near I didn’t feel I was doing anything other than suring because we had never been before.
Hermanas, the Garden Route, Knyser and my job. He made us feel really valued as customers:
Port Elizabeth, with return flights via I try to treat people the way I would like he should be a benchmark for all agents. I
Johannesburg. to be treated. It’s also laying a foundation: know my friend and his wife are looking to
I also booked a walking tour and mapped if clients are happy with the service you plan a holiday soon and I will definitely be
out an itinerary. I made reservations at a provide, they might recommend you to putting them in touch with Marc.
38 13.02.2009
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