Posted 06 September 2017
Rebecca Deacon joined Travel Counsellors in November 2016 after working in a high-street agency for a number of years. Almost one year in, she has already sent her customers on many fabulous trips, and has achieved impressive sales for herself. Undoubtedly this is down to the hard work and exceptional service Rebecca provides, but here she tells us a story of how she took advantage of the excellent relationship we have built with our DMC (destination management company) partner, Exo Travel.
Thanks to the strong working relationship between Travel Counsellors and DMCs, Rebecca has managed to re-build her relationship with one of her loyal customers who she had thought she’d lost forever. Read on to find out how…
“I had a complicated booking which has been back and forth with questions and changes from the client, but the people at Exo have always remained cheerful and assisted with my endless questions! The service and support from our DMC has helped me secure this booking, which is only part of the clients travel.” Says Rebecca.
“The reason this has been important to me is because these clients hadn’t followed me from my previous role. They had used other agencies and have also been doing some of their own arrangements, but things had gone wrong for them and the service hadn’t met their expectations.”
“The client got in touch with me about a month ago, I was delighted to hear from him as he had been incredibly loyal to me before, booking several holidays a year, but he hadn’t followed me when I joined Travel Counsellors…yet! With our DMC’s help I have managed to win him back, with our service and their product.”
“The client has just told me he regrets not getting in touch sooner and will never go anywhere else again! His review on my Facebook page is very powerful (see below). The booking value wasn’t massive but he is already discussing more trips for next year to China and Japan.”
After returning from his trip, Rebecca’s very happy customer wrote this glowing review: “Rebecca is my number one person when it comes to travel. I would vote 6 stars if it were available! I can’t wait to arrange my next trip with her, you would be crazy to use anyone else! Rebecca arranged a 4-flight, 3-hotel and multiple transfer stay for me in China in days, which another company couldn’t sort out in over a month! Don’t do what I did and think that Travel Counsellors and Rebecca can’t offer you what you want. Go to them for all your travel needs. I seriously regret not asking the question (sooner). She puts the professionalism back into the industry which is seriously lacking on the high street and with most other travel companies. I will never go anywhere else again, it would be pointless!”
“I only joined in November and I was naturally a little apprehensive to start using Travel Counsellors’ DMCs. However, my first DMC booking has just returned from Vietnam and Cambodia and I caught up with her yesterday. She couldn’t praise them (and us) enough, and is already thinking of her next trip and would like to organise that with me too.”
“Our DMC’s are the perfect match to our service and that’s how the customer really benefits! I would much rather use our DMCs than let it go to another operator!”
The results are two-fold for Rebecca, not only has she won back a lost customer, but thanks to his very public praise, Rebecca can expect her name to be recommended when the best travel service is needed. Going above and beyond to provide phenomenal service is what Travel Counsellors is all about, and when the outcome is as positive as this, it’s no wonder 96% of Travel Counsellors say they love what they do.
“The feedback now from customers is so personal, and means so much more because it’s my business, I couldn’t be prouder of what I have done. But most of all I am a better wife and mother than I was this time last year; I see more of my family now than ever before and I spend quality time with them. That for me was the key reason for joining but having my own business is the biggest bonus to it!”
Just one of the ways we help Travel Counsellors build fantastic relationships with suppliers is by holding regular 'Takeover Days'. You can read about our DMC Takeover Day here.
If you’re ready to start providing the unbeatable service your customers deserve, and like Rebecca be recognised for it, get in touch to find how as a Travel Counsellor, you can.
