The agency recently relocated and now has a lounge that clients can visit by appointment, which makes it easier still to deliver their personalised service.
Staff are also happy to stay and do out-of-hours appointments to fit around customers’ schedules.
Always putting the customer front of mind, the team has started using WhatsApp – setting up group chats between the consultant and couple to discuss booking details.
Once they have booked, clients are passed on to a concierge team, which has now doubled to two staff members and deals with all the details from seat selection to special experiences.
They have also started using real experiences on blogs on the website in the form of stories, pictures and videos from existing clients.
Last year saw an investment in back-office software and a Honeymoon Planner that clients are given a login to as soon as they make an enquiry.
The portal has their agent’s details and includes functions such as live chat, balance payment and videos about their destination. It also lists details of available activities, which they can enquire about via the in-house concierge, and their customisable wedding gift list.
Keeping abreast of product knowledge is important to the team, with supplier visits taking place every month, roadshows regularly attended and plenty of educational trips overseas.
And the team always places the customer first. Once booked, all clients receive a smart travel wallet – new leather ones were introduced last year – and chocolates in a gift box.
A message is left for every couple in their room, with some hotels including chocolates or champagne and there is always a 24-hour point of contact should customers have any issues in-resort – just a few examples of how the team is committed to making sure their clients’ dreams really do come true.