Posts Tagged With: crystal ski

Good times (in an office…)

With Christmas almost upon us and the rest of the Grads having a great time abroad, Ben reflects on the good times he’s had recently in the Brighton and Surbiton offices.

I’ve never been a fan of working in an office. Sitting all day, staring at a computer screen, occasionally making a cup of coffee is a little… er… dull. Fortunately, there are times when working in an office can be a lot of fun. Aside from the fascinating projects I’ve been working on recently (more info to come in the new year), the social side can also be great. Furthermore, I think a good social environment can create a happy workforce, which is essential for a business to prosper.

For example, whilst in Brighton with the Sector’s eCommerce and iExplore team, we had “International Food Fridays”. Brave volunteers would sign up and promise to make the national dish of whichever country came out of the hat. I was given Portugal. Unfortunately I’ve never been to Portugal and had no idea what to make. Fortunately, there was a resident Portuguese guy (Fred Cardoso) who was there to advise/encourage/pressure me to make sure it was a success!

The result can be seen in the picture below and (to my relief) it went down really well:

For someone that never cooked a Portuguese dish, Ben got really near a Portuguese Chef” – Fred, resident Portuguese food expert.

There was also Movember, Halloween bake sales and an amazing place to have lunch (see pics below).

I have recently moved to the Crystal Ski office in Surbiton, where there is also a great social atmosphere. We’ve had a huge Christmas party, numerous cakes, several gingerbread houses and even wrapped the Product Director’s desk up in Christmas wrapping paper! ‘Tis the Season!

I hope you enjoy the pictures below and have a great Christmas wherever you are.

Categories: Ben Gill | Tags: , , , , , , , , | 1 Comment

How a Brand’s Reputation Transfers to its Employees

Laura discusses brand reputation in her first post of the New Year…

Brand reputation is hugely important. As social advocacy becomes more and more synonymous with the consumer process, we need more than ever to ensure that the experiences we deliver are positive, enjoyable and worthy of sharing.

For the majority of the time, TUI brands deliver above and beyond this and, in my experience, the products of the Specialist & Activity Sector are second to none. However, there are the odd occasions where natural disasters, supplier issues or even our own logistical inaccuracies mean we don’t deliver quite the exceptional service we should.

One example of this become apparent to me over the New Year break. I was lucky enough to go skiing with some friends who own a chalet out in La Plagne; it was incredible! Such a beautiful location and, as it was my first time, I was introduced to the many and varied delights of skiing. I’ll definitely be going back!

Just a couple of hours’ ski away was the resort of Les Arcs, where some of my other friends were also holidaying with Crystal Ski. They too were loving the area and making the most of the beautiful conditions, one on a snowboard and one on skis. Crystal even set up a mountain-side meal for them one evening complete with a night-time ski back to their hotel, so they were having a fantastic time.

However, when the time came for them to leave, my friends encountered a problem attributable apparently to a logistical error at Crystal; their coach to the airport was booked 2 hours later than their flight was due to depart. This meant an entire coach load of people did not make it to the airport in time and thus the plane was delayed whilst waiting for them.

Crystal dealt with the situation and ensured my friends got home, but due to this error, my friend’s opinion of the company changed. He felt let down by them and considered their oversight an indicator that Crystal had not fully considered his personal experience.

Interestingly (and the key point of my blog), my friend, knowing I work for TUI and that Crystal is a TUI brand, decided to text his grievances to me, starting with the words “TUI Fail”.

Yes, “TUI Fail”. Not “Crystal Fail”, “TUI Fail”. He knows the connection of the companies and links me with TUI and thus attributed this issue to TUI and, more specifically, me.

The problem clearly wasn’t my fault. Nor was it likely to be the fault of one person at the company concerned. But suddenly, the negative experience my friend had encountered had changed his view of Crystal, of TUI and therefore, of me.

I’m extremely proud of my job and enjoy it immensely so it’s sad for me to find that people’s perception of what I do can be tarnished by something realistically so small. But it does highlight a key lesson; that reputation is key and that it affects us all.

So what can we do? Well, I am in no doubt that Crystal will provide the service to my friend that he deserves as their customer and, though I won’t profess to know what their procedures are or what my friend has consequently experienced, no doubt a process is in place. What is essential, therefore, is that we all adhere to our processes, delivering the best service possible at all time and recognising that, though mistakes or errors will occur, it is how we deal with them that counts. After all, it affects us all.

To illustrate this error in an abstract manner, and to give you something to chuckle at as a gift for the New Year, here’s a photo of me falling over on our ski trip:

Laura Hampton Ski Fail

The mistakes of one can affect us all....

Categories: Laura | Tags: , , , , , | 1 Comment

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