Wednesday, 30 January 2013

Great feedback - good or bad

Today we got some wonderful feedback from South Africa, which you can read about lower down this blog. To keep our fingers on the pulse of what is happening, my consultants write to all customers who have returned from holiday to find out how they have enjoyed themselves  – asking for feedback both good and bad…

We are very grateful that so many customers write back to us and tell us exactly what we requested. Both the good and the bad...

This information enables us to constantly improve and create perfect journeys. We also pass the feedback on to our hotels and agents, who are usually very grateful as it enables them to improve their performance or know that they are on the right track.

Feedback from South Africa

Here is a happy example of feedback that came today from one of our valued customers (translated from Swedish). They had a wonderful trip in South Africa. The only “negatives”  were that sometimes the service in restaurants was not up to the same level as the wonderful food.

This feedback has gone to our first class agent in Southern Africa, &Beyond, and to the hotels:

Steenberg, Cape Town

"We got an apartment-like suite with a small patio and a wine bottle with a message from you.
The (food in the) restaurant was really good...
The guided tour to the Cape of Good Hope was good with a knowledgeable guide who left us at Ellerman House late afternoon."

Ellerman House

"Here we got an amazing nice room, private terrace with sun loungers (the wine from you was maybe a little unnecessary because everything drinkable was inclusive).
A very nice trip out in the winelands was followed by a night in the Ellerman Suite. One of the most beautiful I've seen. So nice that we almost had to be left in the suite ..."

Rovos Rail

"Totally surreal to celebrate New Year's Eve in an environment that felt like a journey 100 years back in time. Perfect service and high level of everything. However, we got a little lump in the throat as we sat in our observation car with a GT in his hand and chugged past 10 meters from the townships.
Wine and roses in the cockpit!"

Leadwood Lodge

"What should I say? Total experience with total service. Wizard (Mac) was so knowledgeable that there was  a surprise for us on every tour, and we managed to have 10  of them! Simply the absolute highlight of the trip.
Of course they had not missed the greeting from Select, sparkling wine!"

So thank you dear customers for all your feedback, helping us to make perfect journeys for you. And thank you dear partners for listening ... **

** In addition to the feedback mails, we are of course available 24 hours in case more urgent matters need attention when our customers are still at the destination.

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