I think high street travel agents have it very hard these days, what they are offering and the way they are offering it is stale, uninspiring for most people who want to travel.

What we have thought is the best way to serve people who want to travel:
- First we specialize in one area that we know really well (Greece & Crete)
- Then we provide in-depth destination information (not “boilerplate” introductions), including what a place “feels like”, how to get there (air/ferry/bus schedules) and all sorts of other updated practical information.
- When a customer has some idea of things they would like to see or do, or has home in on some hotels but wants to discuss differences and choices (so they make sure they make the right decision), we are there to help by answering ALL their questions.
It’s really like having a friend who knows you very well, but also knows the place you want to travel to, so he/she can advise you and suggest what would be best for you.
Not just where to stay, but what itinerary would fit your wishes, what you must see, what to avoid etc. (and certainly if a place is packed with “package” tourists – which is not what our customers are looking for).

So it is a “marriage” of the traditional, face-to-face, travel agent rapport, with the convenience of online easy-to-browse information and email communication.
Our customers truly appreciate this, and our only hope is that they all realize they CAN ask us any questions. This way we ensure they will love what they book.

Closing, an example of delivering superb customer experience in this way:
Recently a customer (or as we call them “guest”) mentioned in her enquiry that they would love to see the spring flowers.
Remembering that we had taken photographs of some beautiful wild flowers in the area where they would stay, including an endemic flower, I searched my photos, looked up the flower name in a plant book and send her the photos and instructions about where to go to find it.
Do you think she was amazed? Of course she was!

It is just great when we can help people in this personal, meaningful way, even via email.
(better than the bored travel agent at the shop!)