A DAY WITH... TRAVEL WEEKLY ON THE ROAD


SAM’S DAY AT BROADLAND TRAVEL


ABOVE: The Worldchoice agency LEFT: Nick with 14-year-old Major


FAR LEFT: Nick with Natalie (left) and Becky





The agency is involved in the community, sponsoring events such as the North Walsham Beer Festival, and the town’s rugby and football clubs.


Nick is a member of the local BNI business


networking group and Regenerate North Walsham community interest company, and is chairman of North Walsham’s Chamber for Business.


His business roles mean Nick is invited to


many events, which helps raise the agency’s profile, and he is contacted by local media such as BBC Radio Norfolk and the Eastern Daily Press for comments. The agency is also developing its social media channels, with consultant Natalie Bishop promoting offers to younger travellers who seek agents for long-haul bookings. However, this summer proved tricky, as the


World Cup and heatwave took their toll. Being five miles from the Norfolk coast, and close to the Broads, meant many customers headed to local beaches and waterways, rather than booking a holiday. The uncertainty around Brexit is also affecting consumer confidence. Nick is on the management consultative


committee of Worldchoice, which is part of The Travel Network Group (TTNG), and is East Anglia regional chairman, so meets with chief executive Gary Lewis, and his directors.


Through those meetings, Nick gains


valuable insights, and shares his knowledge with other member agencies. “They are good at listening and respond quickly to good ideas,” he says, recalling a tip he shared about the government’s Making Tax Digital initiative. Another weapon in Broadland Travel’s armoury is its staff’s knowledge, gleaned from fam trips, roadshows and other agencies. A keen cruiser, Nick has experience of


ocean and river cruise lines, so he knows what suits customers. He has also been on many fam trips – such as Travelpack’s trip to South Africa with KLM-Air France, and a Cruise & Maritime Voyages journey to Helsinki and St Petersburg – which help generate bookings. Nick’s colleagues also join fam trips


and attend events such as a recent Tipto roadshow at Norwich City Football Club. “Agents at these events are professional and there’s a good atmosphere – we talk to each other and help out,” says Nick. The agency also works with Wroxham


Travel, a small independent agency – they even have their staff Christmas dinner together. A combination of brave business decisions and old-fashioned service helped the agency ride out the past quarter of a century, and has set it on the path for the next 25 years too.


Having read headlines about high street woes, it was encouraging


to see a busy thoroughfare in a small, market town. It was a chilly, wet Monday morning, but there was a steady stream of customers popping by to check details, enquire about bookings or browse for brochures. While Nick chatted over coffee,


Becky and Natalie dealt with customers and queries. Then Nick swapped desks to deal with a regular, and they told me about their roles. Disney fan Becky cleared a Mickey Mouse display promoting Disneyland offers, while Natalie updated window cards with deals. It was interesting to see traditional, handwritten cards. Natalie explained that customers tend to respond better to such offers, rather than electronic or printed posters. Other traditional practices remain, such as luggage labels and ticket wallets, and sending postcards to returning holidaymakers. Feedback after holidays is valuable, as clients can tell them where they had a great view from a room, or share tips about disabled access. Customers also pop in for a chat


or to bring a bottle of wine or chocolates as a thank you. I’m looking forward to returning


next month to see the Santa train display above the shop in all its illuminated glory.


29 November 2018travelweekly.co.uk33


tw


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