Kenneth Macleod Travel, Giffnock

The Giffnock store employs seven staff and specialises in selling luxury holidays provided by independent suppliers. Kenneth Macleod Travel also has an office in central Glasgow, which looks after luxury and business travel, and the company has a total workforce of 22.

While luxury is the agency’s speciality, it will book any type of holiday or travel product for clients if that is the service they require.

The service ethos of the agency’s experienced staff is that “the customer is king” and they strive “to get to know the customer and find out what they need”.

Being “proactive” is also a key part of its strategy, and the agent always makes the most of educational trips taken by staff.

When an agent returns from a trip, the company hosts a lunch for clients focusing on the destination visited, with a specialist tour operator or supplier also being invited to give a presentation.

Marketing promotions are also built around these trips with e-shots focusing on the destination or cruise line sent to the agency’s customers.

Another initiative launched in 2012 has been for director Elaine Tait to take a small group of clients (around 10 to 14 people) with her on an annual trip, which helps to forge closer relationships with customers.

These trips have so far taken place on luxury all-inclusive cruises and this year’s itinerary is on a Silversea ship sailing from Singapore to Hong Kong via Vietnam.

The agency offers a concierge service where clients are given a mobile number of a staff member to contact if there are any problems while on their holiday.

Local marketing efforts include an annual golf day and taking part in charity events such as Kiltwalk in Glasgow. While an annual 10-page magazine promoting a range of high-end operators is also produced and sent to clients every January for the peak booking period.

• kmtravel.co.uk