Kevin Price, Host of the Price of Business (1110 AM KTEK Houston, TX) interviews Lisa and Steve Griswold of Pixie Vacations on customer appreciation.
Tell me about your firm (number of employees, location, type of companies you work with, etc.).
Lisa and Steve Griswold are past Disney cast members. They worked at Disney for many years and have taken the Disney level of customer service to their travel agency,PixieVacations.com. They love travel and of course love Disney so for them creating a travel agency that specializes in Disney destinations was a natural fit.
The company has 50 agents that act as personal concierges and treat their clients like guests. They plan all sorts of Disney vacations to Disney World, Disneyland, Disney Cruise Line, and Adventures by Disney. They are experts in this market and have been awarded the “Authorized Disney Vacation Planner” designation from the Walt Disney Company for meeting and exceeding standards set by the Disney Company itself.
How do you demonstrate that your customers are appreciated?
Pixie Vacations takes care of everything for their guests, from dining reservations to a personalized vacation itinerary, all at no additional cost.
They also like to sprinkle a little extra magic into their guest’s vacations with some fun extra surprises.
What do you do to make potential clients feel like they will be well taken care of if they hire your firm?
Pixie Vacations treats each client like a “Guest”. They are part of the family and part of a long term relationship. Guest that book a vacation with Pixie Vacations know that they are getting the lowest priced vacation that has been customized just for them.
Also Pixie Vacations has price monitoring. If a lower priced vacation offer comes out they will move the guest to the lower priced vacation package. Nothing changes for the guest, they keep the same hotel and amenities all at a lower price. When’s the last time your cable company called you and and said “We just lowered your cable bill by $500”?
How is your approach different than the competition?
When people travel they often experience challenges and sometimes lackluster to downright bad customer service. Long gone are the days of luxury travel on airlines with dining and spacious seats. Pixie Vacations approach is one of offering top notch customer service. Pixie Vacations does not believe in call centers where someone would get a different agent every time. They provide a personal concierge for each of their guests. They get to know the guest and the guest’s vacation needs, hobbies and interests. They learn about their family and what types of experiences interest them. This allows them to build a custom vacation specifically tailored for each family.
Guest’s build a personal relationship with their Pixie Concierge and often share their, experiences and vacation photos with them during their trip and on Facebook and Pinterest.