One of our top values as a company is service. We think that this linked with value for money is essential for success, and time has proved us right.
Many of our customers are repeat customers who come back to us year after year, sometimes doing the same trips; favourites such as Rural Mallorca, Valldemossa and Island Tour can be repeated time and time again. And some of our customers like to do something different each time and have been through our vast excursion programme! So why do we have such loyal clients?
Well, according to our clients themselves and according to the reviews posted on Trip Advisor about us it is due to our high level of service, which is just what we thought.
Think about it: if you go to a café and the waitress smiles at you, chats with you and brings your order straight away, wouldn’t you go back again? Of course. Well, it is just the same in our business; our guides are friendly, welcoming and give a very high level of customer service, as do our drivers and other staff, and in just the same way, that makes the people come back to us. Of course the quality of the excursion itself has to be high, just as the coffee and the cake do in the café.
An example of our excellent service is this week’s Rural Mallorca excursion. As with most excursions we have to have a minimum of about 22 adults on any tour before we start making any profit.
This week, as often happens in high season when many of our customers are families with children who prefer to go to water parks and the aquarium, our numbers were down for many cultural tours that are more popular in May, June, September and October. Rural Mallorca took quite a hit and we had only 11 people booked for the tour.
Any other excursion operator on the island would pull the plug immediately, cancelling the tour, calling the clients, giving refunds and disappointing 11 people who were looking forward to getting away from the July crowds, discovering the real Mallorca and sampling some rustic Mallorcan wine and food. Serve as an example that the same evening TUI cancelled their Pirates uncut excursion due to low numbers
We ran the trip. We booked the coach, we paid the guide, we lost money. 11 people had the time of their lives and had probably the most memorable day of their holiday. You might think that it is not a very good business move but we disagree; customer service is our number one priority and if we say we are going to run a tour then we are going to run the tour.
We now have 11 extremely happy (and slightly tipsy by the end of the tour) customers who will book another trip, come back and see us next year, tell their friends about us or write a review on Trip Advisor. And that is something that we consider to be priceless.
We hope to see many more satisfied customers on our tours. That is why we are here.