Initially part of the Ocky White department store, the agency moved onto Haverfordwest’s high street in 2013, and business has been booming ever since.
Its spacious and tastefully designed interior (it underwent a revamp in 2017) provides a warm welcome for customers, while clients booking high-end breaks or special occasion holidays can enjoy the privacy of a special desk at the back, complete with historical travel posters to provide inspiration.
Customer service is as important as ever for its five-strong team, with its Facebook review score an enviable 5 out of 5 based on 110 reviews. And no client task is too much for staff, with hand-delivering tickets and checking in customers online standard practice. Consultant Anne even picked up clients at 3.30am, driving them to Cardiff airport after their car failed to start.
The store was subsequently shortlisted for a customer service award last July at the Radio Pembrokeshire Awards, while more recently a client put the team forward for the Welsh Wedding Awards, in which they were then shortlisted.
As a result, the agency’s reputation has spread far and wide, with clients now contacting them from Cornwall to Bury St Edmunds. One consultant even travelled to Warwickshire to meet with a new would-be customer.
The store is just as focused on growing business within the local community, teaming up with Radio Pembrokeshire last year for a series of video adverts which helped attract new clients.
Training is also paramount for the Ocky White team, despite the challenge of being so far away from Cardiff where most local supplier events are held. The team still get to events when they can to boost their knowledge though, with Anne subsequently now recognised as a “platinum level” Sandals specialist.
Together with its outstanding customer service, it all goes to explain why this driven store enjoys not only an 80% repeat rate, but achieved an impressive 22% revenue growth in 2018.