Sam Fisher, sales, training and development manager at parent company Discover Holidays Ltd, said the decision to “streamline” the business – which sells both direct to the consumer and via travel agents – two years ago was taken with a “heavy heart”.
“We’d grown too quickly and made some mistakes along the way,” she shared.
“I wanted to know who [in the team] really followed my dream… when I stood up every morning doing my team talk, I could tell if they want to smash it with me.
“We placed underperforming staff on short-term objectives with the help of TTNG.”
Fisher said her team was now “amazing… full of love and passion” but she was then faced with the challenge of showing her appreciation to them “sticking with me through tough times”.
“We had several meetings with TTNG and we introduced a bonus scheme to name but a few… we made our business really fun again,” she said.
“I personally train and recruit every staff member to ensure they have skills I can be proud of. I ensure they’re consistent in sales and customer service skills.
“All this has led us to 2018 being our best and most profitable year.”
Fisher further advised members to take part in the customer service training offered by the TTNG.
“Not only did this training make me better in my role, but in personal life too… being able to confidently say no to a customer or colleague for example.
“They taught me the ‘Stop, start, continue’ concept.
“I stopped working with people who weren’t helping the business and started to develop the amazing team I have.”
She concluded: “Go away from Budapest and ICS days – get off your backside and do something. Network like crazy. Only you can do it.”