How Tracie scored a wedding-related hat-trick!

When a new client came to Tracie Ruffell to book a surprise two-day trip to propose to his girlfriend, little did she know it was the start of her romantic journey with the couple.

“The client was a referral from an existing client. He contacted me out of the blue to prepare a surprise short trip to the Italian Lakes. He wanted to propose to his girlfriend and he wanted them to fly business.”

But his romantic plotting had a sting in the tail: “I explained that he was travelling at peak holiday dates, the flights were really expensive as I had two weeks to turn it around, and he wasn’t getting great value as most of his budget went on seats.”

Thinking outside the box, Ruffell floated the idea of staying in England instead. Initially sceptical, the client came around when she suggested Chewton Glen in the New Forest.

“I mentioned the luxury treehouses and he was really excited about it. I told him that because he wouldn’t have to travel far and spend a lot of time waiting at airports, he would have two whole days making the most of Chewton Glen with his beloved.”

She even helped the client plan the proposal: “He wanted help fine-tuning the details and, of course, being the romantic softie that I am, I agreed.”

She says: “On the night of the proposal, when his partner was having a shower, my client laid out a lovely dress and shoes on their bed with a single red rose and an invitation for her to meet him at the bar. When she got to the bar there was another letter and red rose inviting her to meet at the bridge. He was waiting for her there with a third red rose and a bottle of champagne and that is when he proposed and she said yes.”

The couple were so impressed by Ruffell’s enthusiasm that they phoned her the next day to ask for help in finding a wedding venue. Five hotels later, they admitted that nothing came close to Chewton Glen. Budget was a factor and Ruffell was determined to secure a good deal.

“I suggested they have the wedding on the Sunday for the best-value deal, as that was cheaper than the Saturday.” Arrangements for the wedding and their 80 guests were handled by Chewton Glen’s in-house wedding planner Melanie Lockhart. The couple said their vows in the Summer House, and had drinks and dinner in the Lake Suite.

After the wedding, Ruffell’s telephone rang again – it was the newlyweds asking her to arrange their honeymoon. “They asked me to find them somewhere romantic, practical and somewhere that they could take their young daughter. The wife wanted to go to the Caribbean, so I found them a perfect destination at the Blue Waters Resort & Spa in Antigua.”

In 20 years of travel, Ruffell has never experienced this hat-trick before. She attributes her success to a number of factors. “Be open, personable and treat the client as you would like to be treated yourself. Stay in contact with them. For example, on the wedding day I posted a congratulations card to the newlyweds, and purchased the bride’s favourite champagne for when they checked into the Treehouse Suite after the ceremony.”

Ruffell claims that success comes when you’re not afraid to be innovative, and it is this creative spark that excites the customer. “Be involved and don’t be afraid to suggest ideas. Give your client as much detail as possible and put their mind at rest. Make your drive and passion visible.”

The client said it was a “no-brainer” to return to Ruffell after her work on a proposal to “knock my other half’s socks off”. “Tracie was emotionally invested in helping us. It was like speaking to a good friend who had all the right contacts. For a trip with a wow factor, I’d only use Tracie now.”