Meon Valley Travel, Petersfield

Meon Valley Travel is a well-oiled machine where detail is key, from keeping the lights on at night so passers by can browse the window offers to staff having buddies that reciprocally make tea for each other’s customers.

Despite such mechanics, creative thought and new ideas are hugely encouraged and managing director James Beagrie is conscious of staying ahead of the curve. The company has an annual conference called its "Group Hug" when it sets out its business plan for the year. For 2016 the theme is ‘professional excellence’ and Beagrie believes there are three ways of doing things: “a right way, a wrong way, and the way we haven’t thought of yet”.

Innovation is clearly front of mind here. The agency is investing heavily in a new customer relationship management system that will enable it to market proactively rather than reactively, to follow up with clients after their trip and automate response times so clients receive the most efficient service possible

The team makes huge efforts to make the customer experience as enjoyable as possible with nice touches such as in-store iPads loaded with Minecraft and Peppa Pig to keep the kids entertained. Staff go out of their way to ensure they get the ideal room for clients in hotels, check they can access the room when they arrive and enquire about availability at local attractions so clients aren’t disappointed when they get to their destination. There is also a 24-hour help desk so someone is always available to quickly assist clients if any problems do arise.

The agency gets involved in local initiatives such as the Petersfield Easter egg hunt and local food festivals and summer fairs. They also support charities including an orphanage in Sri Lanka that staff regularly visit and a hospice in Leicester.

• meonvalleytravel.com