In a bid to enhance customer service, Hays Travel’s senior management, led by Dame Irene Hays, re-engaged directly with their branches. This initiative coincided with the company announcing record annual profits of £51.6 million.
More than 30 directors and sales managers supported branch operations, immersing themselves in daily tasks to better understand operational challenges and gather valuable customer feedback.
Back to the Shop Floor
Hays Travel’s top executives, including owner Dame Irene Hays, temporarily stepped back into customer-facing roles to better connect with staff and customers during the peak travel period. This hands-on approach underscores the company’s commitment to continuous improvement.
Dame Irene Hays spent the day at the Teesside Park branch working alongside the team. She prioritised meeting customer needs and supporting her colleagues to hit their targets, demonstrating leadership by example.
Wide Participation Across Branches
A total of 33 directors and divisional or regional sales managers participated in this initiative. Chief Operating Officer Jonathon Woodall-Johnston worked at the Eltham branch, while Strategy Director Lisa McAuley joined staff at Meadowhall and Crystal Peaks, and Retail Director Jane Schumm headed to Hays Travel Northwich.
Retail Director Jane Schumm highlighted the importance of providing excellent customer service by actively participating in various tasks, from talking to customers about their travel needs to arranging travel money and managing social media posts.
Gathering Valuable Insights
The initiative aimed to gather direct feedback from customers and identify areas for improvement in customer experience.
Dame Irene emphasized the importance of these direct interactions, stating, “Peaks is the busiest time for all our colleagues in branches and the best time to gather insight on what is working well and where we can improve our customer experience.”
This approach helps identify barriers that might impact service delivery and highlights areas that require attention.
Supporting and Encouraging Staff
By stepping into these roles, the senior management team aimed to support and encourage their colleagues on the front line during one of the busiest times of the year.
Jane Schumm noted the positive feedback from both customers and staff, stating, “I’ve had great feedback from everyone who spent the day in a branch. They were all welcomed by enthusiastic colleagues and pushed out of their comfort zone – we would not expect anything less.”
Commitment to Exceptional Service
The experience reinforced the company’s dedication to providing top-tier service. Executives engaged in a range of tasks to understand better the daily demands faced by branch staff.
Schumm added, “As the nation’s favourite travel agent, we have to deliver excellent service to our customers every time.”
Her comment underscores the company’s drive to maintain its reputation by continually improving the customer experience.
Final Thoughts
This initiative by Hays Travel’s leadership team exemplifies their commitment to both their customers and employees. By engaging directly with the frontline challenges, they are better positioned to implement meaningful improvements.
The proactive approach taken by the senior management not only boosts team morale but also aligns with the company’s strategic goals to enhance customer satisfaction and operational efficiency.
Hays Travel’s initiative to have senior management work directly with branch staff and customers highlights the company’s commitment to quality service and continuous improvement.
Through this hands-on approach, Hays Travel not only gathered valuable insights but also demonstrated leadership and support for their frontline employees.
