Bev Barron, Freedom PTA: Customer Service Champion
This new award was introduced for 2019 to celebrate some of the incredible stories we heard during Top 50 judging of agents going the extra mile for customers. The winner was chosen from a shortlist of five very worthy finalists, nominated by TTG’s editorial team.
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Bristol-based homeworker Bev Barron wouldn’t normally have time to do home visits in the middle of January, but when she was contacted by a potential new client, and heard about a series of crises in the lady’s life that had clearly dented her confidence, Bev offered to drive round and discuss her Cape Verde enquiry face-to-face.
The client was also looking at a Tui package online, and Bev saw that with a discount code the client could save £270 by booking direct with Tui – even if Bev made the booking at net rate.
She advised the client of what she could save, but as the lady didn’t feel confident making the booking on a website, Bev continued to help the client make the purchase – direct with a competitor – online.
The client was so impressed by Bev’s kindness and professionalism that she has since gone on to book a much higher-value trip with Bev – a £16,000 safari trip with her children in business class – and is now also looking to book an Egypt trip with her friend and their daughters.
What impressed judges about this story was how Bev still made time to give great service, even when she didn’t stand to make a booking, because she recognises reputation will, in the long-term, always boost business.
By chance, her efforts were rewarded incredibly quickly, and she gained a much more lucrative booking than the original enquiry and, most likely, a client (and their friends) for life.
Also shortlisted for this award were four other fantastic stories of going above and beyond:
- Kim Hart from Travelwise, Muswell Hill – who put herself out by flying up to Glasgow at the last minute to pick up passports for a client.
- Ginette Steele from Midcounties Co-operative’s Personal Travel Agents – who demonstrated extraordinary customer service for a client with a terminal illness, including organising and paying for a special experience in Rome.
- Holidaysplease homeworker Steph Watson – who quite literally went the extra mile for her client, driving more than 220 miles to help with last-minute visas.
- James Whitaker-Sheppard of Travel Designers, Balham – who drove to Gatwick after-hours to spend time with nervous clients waiting anxiously at the airport following the drone crisis.
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