Sue Hagen's Avant-Garde Travel is making the news both for the customer service she offers and the business model she's created. According to Minnesota's Star Tribune, this former Northwest Airlines customer service agent has combined the kind of excellent customer service and personal touches that a small business can offer and combined them with savings that are drawing in small to mid-sized businesses. She's also caught the eye of hotel marketers over at HotelMarketing.com and I can see why. With hotel concierges drawing repeat customers thanks to their level of service (or driving them away without it!), Hagen's model leaves plenty of lessons to be learned.
The biggest lesson comes from this comment from a client, who stated, ""Even if the savings weren't there, just having all that service is worth it for me. Layer on top the savings of roughly 10 percent or maybe more, and it's like having cake". That is the kind of experience we, as small business operators, can provide that the big box stores and super-sized service companies can't. That is the kind of experience that will draw repeat and referral business, creating success for your small business!
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