You’re now established as a successful business. Your reputation is growing beyond your early ‘niche’ customer base and enquiries are flooding in. You’re struggling to keep up with demand, trying to recruit fast but worried about losing what made you special.
Last Winter my husband and I returned to the Dolomites in Italy for a long awaited ski holiday. We’d skied a lot in the past and have experienced some good but also some very bad travel companies. We stumbled upon Mogens and his now wife Alice from Simply Dolomiti a couple of years ago. Having bought this small niche travel company a few years back, they developed their offering based on a very clear principle that travellers were not customers, but their ‘guests’. Everything they did was highly personal – Mogens picked you up personally from the airport, he spent time understanding what was important to you, and created itineraries and activities to suit. He and Alice personally led ski and walking tours, sharing their vast knowledge of the area with us. We enjoyed the personal attention, and the feeling that they enjoyed being with us and actually cared about what we wanted. Their success was in a large part down to their lovely personalities and welcoming approach.