NEWS
Over the years, town centre communities have undergone significant transformations.
Gemma Antrobus OWNER, HASLEMERE TRAVEL, AND CHAIR, AITO SPECIALIST TRAVEL AGENTS
More older folk are popping in just for a chat – and that’s fine
Historically, they served as bustling hubs where residents gathered for shopping and social interaction. However, modern developments, such as online shopping and suburbanisation, have reshaped these areas; since returning to the office post-pandemic, I have seen my own town change in ways I never would have imagined. One notable change is the decline of traditional
bricks and mortar stores. In Haslemere we are very lucky still to have many wonderful independent shops and boutiques, but I know that other similar towns across the country are not as fortunate. While consumer behaviour has definitely changed
in recent years, thankfully we aren’t seeing many vacant shops in Haslemere; those that are vacated, for whatever reason, seem to be reoccupied quite quickly. The biggest change has
popping in just for a chat. These people tend to fall into a particular age demographic – over 75. Most have bookings in the pipeline, or are
regular customers, but these visits are not about their travel plans. They seem to be searching for a connection or to fill a gap that perhaps was once fulfilled by a weekly visit to the bank or post office.
“Perhaps travel
been the loss of all of our banks, building societies and, most recently, the post office. It still perplexes me daily that this affluent Surrey town now has none of these important services. Unlike some retailers in the town, we do not have to bank cash daily, nor do we require the services of the post office as often as we once did. While it’s very frustrating to have to drive out of town during office hours, when these services are needed, my business does not rely on them in the way that other retailers do. Until last week, I had only seen this frustration
from the side of the retailer, but I have now developed a (much sadder) understanding of the impact this is having, and the role that my agency and my team now have.
Seeking a connection As a travel retailer, with a shop open to the public, I am well aware of how unpredictable foot traffic can be. In most cases, the number of people through the door has no correlation with the number of enquiries you may have, or how many bookings you make, as so much is done on the phone or via email. However, since losing our banks and other essential services, more and more clients are
travelweekly.co.uk
Sharing the ‘buzz’ When time and workflow allows, we will chat for as long as we are able, making cups of tea if needed. Even if too busy to chat, we offer a seat in our lounge area, so that the client feels welcome and is included in our ‘buzz’. We always start by chatting about their travels, especially if they have a trip pending; however, often the conversation turns to other topics and it has been fascinating learning so much about their working lives and careers, and even about their grandchildren and pets. So perhaps travel agencies
agencies could fill the community hub void OHƏW E\ WKH FORVXUH RI so many banks and local post offices”
could fill the community hub void left by the closure of so many banks and post offices. I know there are some who will feel that this goes way beyond the responsibility of the travel agent, and who wouldn’t choose to approach the situation in the same way. But, from our perspective, if clients have trusted us with their
money and travel dreams, then making time for a quick catch-up, on a day when they may not see many other people, is our pleasure and, indeed, an honour. We like to think that they may discuss their
visits in conversations with friends and family and, if so, that positive reinforcement of our brand, our core values and our ethics is priceless, although this is far from the reason that we do it. Over the years, we have run a huge number of
events, always destination or product-focused, and on various levels. We are now seriously considering adding a casual community networking event to the calendar, with the sole aim of connecting those in our local community who might occasionally need a sense of belonging. Watch this space!
Read more columns by Gemma Antrobus:
go.travelweekly.co.uk/comment
12 OCTOBER 2023 15
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
