DIY SOS could learn a thing or two from director Carolyn Park: she oversaw a total renovation and restyling of the premises in just eight weeks from getting the keys to launch. Today, the store is beautifully decorated with quirky bespoke furniture, including a table with a huge map of the world under glass.
The basement houses a “first class cabin”, with comfy seating and a bar to serve alcoholic drinks during one-to-one consultations and intimate presentations.
The Bath branch has a team of five consultants (plus Carolyn while she’s in-store), comprising Steve, Julie and Zoe who each have 35-40 years’ experience; concierge Catherine who focuses exclusively on after-sales care; and James, who is also marketing manager.
Repeat business levels are incredibly high at 80%, but that doesn’t stop C The World pushing to win new clients. Last year the Bath branch trialled print advertising in local media to get the word out, and organised unusual, more immersive client events such as wine-tasting in a local wine-bar with river cruise line AmaWaterways – which brought in more than £20,000-worth of bookings for the line.
Selling predominantly long-haul and tailor-made holidays requires huge product knowledge from the team, and consultants will travel on educational trips at least once a year.
Customer service is also key for this independent agency, with clients given a 24-hour “bat phone” emergency number, while Catherine helps on everything from visa applications and boarding passes to restaurant reservations and spa treatment bookings.
Christmas cards, welcome home cards and get well cards are standard, and certain regular customers might even receive a luxury hamper at Christmas time.
With extraordinary experience and expertise – and a savvy knack for “doing things differently” – it’s no wonder the team at C The World Bath grew sales significantly last year – or that 32 out of 33 reviews on independent review website TrustPilot are five stars.