search.noResults

search.searching

dataCollection.invalidEmail
note.createNoteMessage

search.noResults

search.searching

orderForm.title

orderForm.productCode
orderForm.description
orderForm.quantity
orderForm.itemPrice
orderForm.price
orderForm.totalPrice
orderForm.deliveryDetails.billingAddress
orderForm.deliveryDetails.deliveryAddress
orderForm.noItems
FRONTLINE


Kim kent branch manager, Spear Travels, Wolverhampton


Finding staff can be difficult but


sometimes you just drop on what you hope is the right person for the job. Recently a position became available in the shop for a full-time member of staff; I already had a couple of CVs in my drawer but one in particular grabbed my attention. I called her and had a telephone


conversation, which is very important as much of our work is done over the phone. Feeling satisfied, I invited her for an interview.


She was a lovely girl who obviously knew the job very well. She answered all my questions and offered far more than I was expecting. I liked her, she came across


really well. Having worked for a multiple for 13 years some time ago, she was in a role that she didn’t enjoy – and said she wanted to be a travel agent for the rest of her life. The only thing I noticed was that she had a certain aura of sadness about her, which I later found out was because she had recently lost her mother, and her dog.


FAST STARTER She started working for us and within two days she had her computer organised, had done her insurance exam and got to grips with our in-house systems. I was very impressed because I had never


32 5 SEPTEMBER 2019 AGENT


Kim blames herself for allowing a


talented consultant


she’d recruited to slip through the net


seen this level of capability before. As time passed, she proved to be a fantastic team player, always offering to help her colleagues with their administration, tickets, enquiries and anything else they needed doing. I gave her the window offers to change each week and clients started noticing the fabulous deals she was creating and praised her for this. However, during this time I noticed her sales were suffering. She was not lifting her head to greet customers, and I was concerned. We chatted about it and she said that, after listening to what the other


team members do, she wasn’t sure she could do the same.


Many of our clients book luxury tailor-made and more complex itineraries, and she found that very different to what she was used to. I explained that it would take time and that with so many new customers coming through the door she could build her own client base; I even suggested she could be sales/administration assistant for a while, not wanting to put her under too much pressure.


LOW SELF-ESTEEM


I mentioned this to the other girls so they were aware of the situation, knowing they would help. We had regular conversations in which I tried to build her confidence and self- esteem, but after a year she felt she was never going to live up to expec- tations and handed in her notice. I was gutted, and still blame


myself for not explaining or recognising the difference between what she was used to doing and what we do. It never even occurred to me that it was so different. I learnt a massive lesson for the


future, and will bear it in mind with future appointments.


IT’S A FINE LINE BETWEEN SALES AND PRESSURE


I think there is a very fine line between expecting new staff to achieve their targets and putting them under pressure to do so. Encouragement and one-to-one conversations are very important but, vitally, it is also important not to add too much pressure.


There is also a need to think outside the box and look at each person’s all-round value to the shop – to look beyond pure sales to other areas like administration and marketing. It’s good to praise staff for their contribution to the running of the shop, and not to get hung up on sales too soon. Sometimes, it can take longer to settle into an already strong team.


travelweekly.co.uk


Sharon David Sarah C diary


Colin


Kim


PICTURE: Shutterstock


Page 1  |  Page 2  |  Page 3  |  Page 4  |  Page 5  |  Page 6  |  Page 7  |  Page 8  |  Page 9  |  Page 10  |  Page 11  |  Page 12  |  Page 13  |  Page 14  |  Page 15  |  Page 16  |  Page 17  |  Page 18  |  Page 19  |  Page 20  |  Page 21  |  Page 22  |  Page 23  |  Page 24  |  Page 25  |  Page 26  |  Page 27  |  Page 28  |  Page 29  |  Page 30  |  Page 31  |  Page 32  |  Page 33  |  Page 34  |  Page 35  |  Page 36  |  Page 37  |  Page 38  |  Page 39  |  Page 40  |  Page 41  |  Page 42  |  Page 43  |  Page 44  |  Page 45  |  Page 46  |  Page 47  |  Page 48  |  Page 49  |  Page 50  |  Page 51  |  Page 52  |  Page 53  |  Page 54  |  Page 55  |  Page 56  |  Page 57  |  Page 58  |  Page 59  |  Page 60  |  Page 61  |  Page 62  |  Page 63  |  Page 64  |  Page 65  |  Page 66  |  Page 67  |  Page 68  |  Page 69  |  Page 70  |  Page 71  |  Page 72  |  Page 73  |  Page 74  |  Page 75  |  Page 76  |  Page 77  |  Page 78  |  Page 79  |  Page 80  |  Page 81  |  Page 82  |  Page 83  |  Page 84  |  Page 85  |  Page 86  |  Page 87  |  Page 88  |  Page 89  |  Page 90  |  Page 91  |  Page 92  |  Page 93  |  Page 94  |  Page 95  |  Page 96  |  Page 97  |  Page 98  |  Page 99  |  Page 100  |  Page 101  |  Page 102  |  Page 103  |  Page 104