The Balham-based high street store draws clients from far beyond the London borough and delivers a seamless booking experience with the same consultant handling an enquiry from start to finish. Customers are welcomed into the store’s prosecco bar and can relax on comfy sofas while the team uses TV screens to bring the client’s big day or post-nuptial getaway to life.
In the past 12 months the agency has put a real focus on personalisation. Once a couple books their wedding or honeymoon, they are sent a personalised white chest for keepsakes from their trip, which the team fill with scented tissue paper, a mini bottle of prosecco and chocolates.
Those taking up Travel Designers’ wedding gift list service – revamped last year – receive customisable cards with the gift list details to send out to guests. Having spoken to previous brides and grooms, the agency found they didn’t want generic cards.
A new CRM system introduced last August helps the team deliver a bespoke service. They can create visual quotes that can also be sent out via email or on a USB stick with additional photos and videos to help build excitement. The agency also includes a video about its Feefo reviews – it currently holds a 5/5 rating.
A nifty refer-a-friend scheme sees clients and their referee both earn £50 holiday credit with the store. One client has referred so many friends she has £550 of funds in her holiday bank – a testament to the team’s excellent service.
Going out of their way for clients is the norm here. The team had newlyweds due to fly out of Gatwick when it was closed due to the drone disruption. Staff member James went to the airport, called the couple and took them for coffee to ensure they had a hotel sorted for the night.
Little touches such as birthday and anniversary cards sent to clients plus post-trip follow-up calls are all part of the agency’s belief that a wedding or honeymoon isn’t just a holiday, it’s a chance to impress and gain a customer for life.