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conference report news Hays Travel IG conference • November 14-17 • Barcelona RETAIL. IG mystery shopping proposal
HAYS TRAVEL may consider “mystery shopping” its Independence Group members as part of its drive to improve customer service. Sales director Jane Schumm said the idea was something Hays could look at if members wanted it after the idea was proposed during a session on retail selling. Hays regularly carries out mystery shopping exercise on staff in its own retail shops, but it would be a big change to carry it out on staff in independent businesses.
Schumm said mystery shopping had been successful in Hays’ retail estate and after staff had been featured once, they were often “desperate” to be mystery shopped again to see how they had improved. The company uses a secret camera to film mystery shopping exercises and the results are showed to staff. Schumm said the exercise had to be handled with care so staff were certain it was a tool to improve their performance rather than a “stick to beat them with”.
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HAYS’ HEAD MONCHO: Hays Travel managing director John Hays joins staff and Independence Group members for a night out during the conference at Moncho’s restaurant in Barcelona
MARKETING. Social networking offers ‘outstanding visibility’
HIGH STREET agents who do not have a website can achieve an equally good online presence through using Facebook, according to Hays Travel’s online expert. Web communications officer Emily Powell said agents could get “out- standing visibility” online without investing a penny in web development by using Facebook and other social media sites.
Powell, a former homeworker, said she started using Facebook to sell weddings when she read about old
friends getting married on their status updates.
She warned IG members against
paying companies who offered to develop a social media strategy for agents, as it was not necessary. Most companies would have someone already working for them who knew how to make the most of Facebook and Twitter, she said. However, Powell warned agents that it was worse to have a Facebook page and not update it regularly than not to have one at all.
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