Travel Explorer Magazine Issue 4

Who: Nicola Brereton
What: Luxury Travel Consultant
When: Nicola started working at RB in February 2016
Where Nicola has travelled to with RB: Croatia, Iceland,
Malaga, and the Austrian Alps.
I immediately felt relaxed in Nicola’s presence. Not
that I was uneasy in anyone else’s, but there was just
something about Nicola’s assuredness and confidence
which I found really appealing. Her years of experience
in the industry went without saying, but the fact she
seemed so comfortable and genuinely enthusiastic in
her relatively new workplace spoke volumes.
What is special about RB’s approach?
“The difference with RB is it’s not just a travel agency. It’s
a concierge. Our clients are people who don’t have the
time or sometimes the confidence to do this themselves,
and want the piece of mind that what they book with us
will run smoothly.
“These kinds of experiences and holidays are gold dust
to them. They are happy to pay someone to take that
pressure away, and that they will get the perfect holiday.”
How do you find out what the perfect holiday experience
is for customers?
“It’s not just what people will say. One of our Directors,
Nathan, is amazing at this. He’s amazing at reading
customers. It’s not always what they say. Yes, it’s about
your experience in creating the perfect itinerary and
working well with your suppliers. But it’s also about
feeding back to the client.
“We like to get to know our clients and they trust us to let
us into their lives too. RB’s been around for over 30 years
– it has a strong history and we have to live up to the high
standards, but it always amazes me how strong the sense
of community is, and that can’t be replicated elsewhere.”
What makes a fun day at RB?
“To be honest, even when we’re busy, we thrive on it. It’s
a fun kind of busy. We don’t tend to get stressed. Don’t
get me wrong, we can drive each other mad, but we get
on very well. Because it’s such a small team.”
BUT DON’T JUST TAKE IT FROM US...
It’s one thing to hear how special RB is from the team
that works there. But the proof is in the pudding. Or
rather, the proof is in the customer’s experience. Clients
of the company have been only too happy to share
their thoughts on their relationship with RB, and the
wonderful trips they’ve embarked upon thanks to the
company’s expertise and guidance.
Mr Tyler
Half way through our chat, Rob described himself in
a rather peculiar way. “I’m not really one of RB’s best
clients”, he said, almost sheepishly. “Normally I come to
RB for occasional big holidays, but for most of my trips
I just bumble around”. Later, Oliver explained that not
only is Rob a fantastic client, but that this way of using
RB was just fine.
Some book all their holidays through RB, some just
special occasions, he explained. That said, Rob clearly
had many special occasions through RB over the years,
as I found out.
41 | RB COLLECTION | TRAVEL EXPLORER
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