Regent Seven Seas European head warns of ‘pigeonholing’ customers

Regent Seven Seas European head warns of ‘pigeonholing’ customers

Graham Sadler, managing director for Europe at Regent Seven Seas has spoken out against travel companies ‘pigeonholing’ customers into separate categories. Speaking at ACE’s Cruise Convention last week, Sadler said travel agents should not section off clients when they receive an enquiry. “Agents are being coached into classifying customers into specific groups and this is becoming dangerous,” he later explained in a statement. “It’s misplaced qualifying. Luxury people are not a species in themselves. My advice to agents would be to qualify the customer by the nature of their cruise enquiry and their specific needs at the time, rather than pigeonhole them into a box. As part of that process, agents should ascertain what the customer’s entire budget is, not only in terms of what the customer is willing to pay for the cruise but, just as importantly, what the customer is expecting to pay over and above for discretionary expenses once onboard or in resort, so agents understand the full holiday budget willing to be paid.”

Gary Marshall
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Gary Marshall
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