MYSTERY SHOPPER
The target
Bromsgrove,
Worcestershire
Wanted
A wedding
package for a
couple. They’re
fl exible on
when and
where, but have
a small budget
Agents in Bromsgrove
must have been brushing
up on the weddings
market, as even the lowestscoring
agency showed a
good level of product
knowledge. The highestscoring
agencies
pulled out all the stops,
off ering insurance and to
undertake extra research
after the consultation
fi nished. It was a shame
that the poor appearance
of First Choice shop let the
agent’s good performance
down, and agents at the
Thomas Cook store must
learn the fi rst rule of
customer service is to
make the client feel
wanted.
More Mystery Shopper at:
www.travelweekly.co.uk/
mysteryshopper
42 | Travel Weekly | November 7 2008
First Choice
89 High Street, Bromsgrove
78%
Three members of
staff were free when I
entered the shop, and
two greeted me immediately. When
I told them I had a limited budget,
they recommended getting married
in a town hall in Cyprus, Greece
or Turkey, with the latter most
competitive for price.
They said Olu Deniz, Ortakent
and Hisaronu were good for
photograph opportunities, but to
5TOP
TIPS
Tip 1
Know your destinations.
This can be the most
important part of any
wedding and your clients
will need detailed advice
to decide which of the
many available locations
will suit them best. Take
into account who will
accompany the couple, too.
Tip 2
Ensure the budget is clear.
From resorts that off er free
weddings after the couple
has stayed a number
of nights, right up to noexpense-spared
occasions
Thomas Cook
92 High Street, Bromsgrove
54%
I was served straight
away by an agent
who brought me
Thomas Cook Signature Weddings,
Thomas Cook Weddings and
Renewals of Vows and Olympic
Holidays Weddings and
Honeymoons 2009. She suggested
I go away and look at them, and then
come back. I had to ask a lot of
questions to get any more
information out of her.
avoid Marmaris. After comparing
some prices they told me more
about payment plans and the
wedding services they provided.
They gave me two brochures and a
compliments slip with a name and
contact number, and took my name
and mobile number.
Unfortunately, this agency lost
points because of tatty and worn
advertising boards, a dirty shop and
staff with a scruff y appearance.
Going Places
104 High Street, Bromsgrove
84%
I was greeted as
soon as I walked in
by one of three free
agents. She got some brochures
and went through them with me at
length, recommending Cyprus, and
printed a quote for me.
She explained the wedding
packages and mentioned insurance,
which she could sell me for £25. She
apologised for not having any
with lots of guests, it’s
important to be clear
exactly what is included.
Tip 3
All the relevant paperwork
must be sent to the resort or
correct offi cial in plenty of
time – check and re-check
everything is in order.
Tip 4
Go the extra mile to
accommodate special
requests, whether it be a
certain colour scheme or a
dove release. The bride will
probably ring you a lot, so
take notes during every call.
Her answers were competent; she
told me about the information pack,
wedding co-ordinator and venues.
She said Greece was better for a
smaller budget, and that Cyprus and
the Caribbean were more expensive.
However, she didn’t tell me much
about price even though I’d said
budget was important. I felt that, if
the customer did not know to ask the
right questions, they would not be
given the right information.
wedding brochures for me to take
home, but she said as soon as they
came in she would put them aside
for me to collect.
In the meantime, she off ered to
call the Going Places wedding
department and do some more
groundwork for me, before calling
to update me on her progress.
She gave me her business card
and took my details. Great service.
Tip 5
Find out who will be
attending and make sure
that you’re so helpful the
bride and groom advise all
their wedding party to
book with you – think of all
the commission you could
earn from a large group
booking.
www.travelweekly.co.uk
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