From left: Blue Mountains; Bay of Fires
WHO Life’s An Adventure is a Sydney-based small-group, guided ecotour company operating in New South Wales and Tasmania.
Business from international clients has been increasing every year, with the Tasmanian tour season being the busiest. Another popular option is the Blue Mountains in New South Wales.
As such, owners Mark and Vicki Norek introduced online tour guide debriefs and customer feedback forms over a year ago to improve the efficiency of field and office support staff.
Mark (left) and Vicki Norek
WHAT Tour guides fill out the online debriefs after every tour, noting down what equipment was used and whether it needs to be replaced. Guides also leave feedback about the company’s administrative staff. Since the introduction of debrief forms, tour guides’ efficiency in the field has increased.
Sent out to all customers, online feedback forms also keep office staff updated on the performance of tour guides and equipment ratings. Many customers have contributed interesting ideas for improvement, such as suggestions on menu changes and which aspects of tours can be tweaked.
WHY The client’s enjoyment is of the utmost concern, said the Noreks, adding that comfort and good food on tours are among the company’s main drawcards.
The debriefs and feedback forms also help staff to keep customers front of mind and to improve service standards. Since staff are hired for personality and trained for skill, “it means so much more if the guides go further to ensure the client’s full satisfaction”, they said.
Target As a young player in the tourism industry, the initiatives allow Life’s An Adventure to develop more personalised experiences and satisfy their clients’ sense of adventure.
