‘I'll be more grateful for the visits!’: what happened when an agent and a BDM swapped jobs?

"I did not really appreciate how flexible you have to be as you never know what the day is going to bring. Traffic can be a real challenge and time can easily run away. Shops being busy as well can mean you have to rearrange your schedule on the fly and go back to them later in the day if possible. 

"I will always going forward be more grateful for BDM visits and welcome them with open arms as they are really trying to help you and increase your own knowledge which can only be a good thing. I learnt that some agents are more receptive to your visit and there’s less appreciation from others, which is difficult, especially if you have travelled a long way to see them.

"I would definitely encourage other agents to do a job swap as it puts a different perspective on your own job seeing the ‘other side’. It makes you understand that there is a lot more that goes on with suppliers that you do not see. I could not believe for example that Holiday Extras employs more than 900 people at its UK head office and has lots more in different parts of the world.

"One fun fact I learnt is that Leanne now always ensures she drinks only water in the car and not coffee as unfortunate spills have happened just before visits! Her trusty suitcase full of Holiday Extras goodies goes with her everywhere. She recently got married in May and had a wonderful honeymoon in Mauritius."

Leanne’s day shadowing Shaun’s role

"I had the pleasure of spending the day at Inspire by Shaun. It’s been 11 years since I sat behind a desk in an agency, and it was fantastic to be part of a team again and chat with customers.

"The day started with updating the window offers, and I was amazed at how much things have changed since my time as an agent. Suppliers now send their best offers directly to the store, and websites like latecards.co.uk allow you to personalise, print and share offers to social media, making it much quicker than the old process of searching Viewdata for hours!

"The store was busy all day, highlighting the growing demand for high street presence. Customers now do their research online, virtually experiencing the holiday, but still turn to their trusted agent to book rather than flipping through brochures.

"Shaun and his team know their customers on a personal level, which was evident when locals stopped to chat with him outside his store. This happened in both towns where his stores are located, and it’s clear that Shaun is becoming a pillar of the community, driving business to his stores. The loyalty of his customers is a testament to the time and care his team puts into building these relationships."

"The day ended with balancing their very busy bureau and securing the cash before closing up. My day as an agent reminded me of the extra admin involved, such as printing documents, invoices and tickets – customers still appreciate having something physical in their hands, even in this digital age. Despite Shaun’s loyal customer base and being the only agent in town, he still faces competition from apps and online platforms, emphasising the need for price parity and allowing customers to choose who they book with.

"I also gained a deeper understanding of why it can be challenging for agents to make time for suppliers if they turn up unannounced (I always let the agent know I’m coming). Enquiries now come through social media and WhatsApp as well as in person, so even when the store looks quiet, chances are they’re busy behind the scenes.

"I would do a job swap again in a heartbeat! I loved my time with Shaun and his team, and it was a great opportunity to solidify our supplier/agent relationship. I encourage anyone to experience things from the other side.

"Oh, and I learnt that Shaun is a keen AFOL (Adult Fan of Lego) and has fantastic models of ships and aircraft in the store window, creating interest and serving as a great focal point!"