Welcome to the March edition of Bales Online Diary, your insight into what is going on in the world of Bales!

Mandy Nickerson (nee Bales)

Is it just a fact of getting older that time seems to go by so quickly? I can’t believe that it is March already – where did the last two months go?

Changes are inevitable and seem to happen faster than ever. The only constant for us is that service and delivery of our product (to always aim at exceeding expectations) are always at the top of our agenda. I asked if I could attend the Operations Team Meeting – as a silent observer ‘some chance of that’ was the comment I got back. I thought that I could do it, but three minutes in I felt compelled to give my view point. Well I did last three minutes!! There does seem to be a lot of meetings in our company, certainly more than we used to have – but as they are well structured they are of great benefit since most of the staff have something to bring to the table.

I went to an Entrepreneurs Lunch. No I wasn’t the speaker, I was a guest. Such a great event to exchange new thoughts and share experiences. I often take the opportunity of going to something that involves lots of different industries and service providers. I think they are a breath of fresh air, and whilst I dearly love the travel industry, it is only when you mix with others that you see we have a lot of common challenges and it is not unique to one sector. Our staff have come to expect me to come back from events bursting with ideas that I want to put into place yesterday. Though I believe that I have become far less impulsive over the years.

I find it amazing to say it was a pleasure to have the audit meeting to agree and sign off our accounts, but I can honestly say it was, thought tinged with sadness as the person responsible whom I have known all my life and has carried on his Fathers footsteps to do the Bales audit has decided to retire in April. A new era... more change. Actually how exciting for him moving into the next phase of his eventful life.

Continuing on from last time when I met with a journalist, between us we had so much to discuss and talk about that in fact we were still in the restaurant at five and my journalist colleague had a call from her husband as he was concerned about where she was. She would probably say I talk for Britain – Although I think we both managed to find a lot to say. It was great fun thought but more than that, I know that we are going to see our name in some consumer publications as a result of the meeting.

At the beginning of the week we met with our insurance brokers to discuss the bonding of ATOL. To trade responsibly, we need to be members of the CAA (Civil Aviation Authority) and need to have a licence for ATOL (Air Travel Organisers Licence). The bonding we have protects you, the clients, should anything go wrong (not that it would – but it is an additional assurance to you). We are also bonded with ABTA (Association of British Travel Agents). In the worst scenario of a tour operator failing if they are bonded, it means that you do get your money back. Health warning to all of you, when you book a holiday, check to see what licences the operator holds. It is a huge advantage to book with an operator as sometime when one books components of a holiday separately, there is not the same protection. It is rather like considering a contract – you need to check and read everything before you sign anything. I realise this may seem boring when talking about planning holidays but it is just to advise you to consider these points when you make your holiday choices.

You wouldn’t think that a meeting with an insurance broker could be fun, and before anyone jumps on this statement, my husband is in insurance (and he is great fun!) but we did exchange some stories of amusing travel experiences and I very much enjoyed it. They work well for us as well and everything is now in place for another year and finalised.

Mark Bennetts, our Planning Manager and I flew off to Berlin to attend the ITB trade show. The exhibition halls are huge; I do not think I am exaggerating to say it would be something like 8 times the size of Earls Court. To make the most of your time, appointments need to be booked for meetings and consolidated in each hall so you are not walking miles between meetings. We have an excellent organiser for this in Sally Inskip, who works in Planning- and really because she is so efficient we spent minimal time having to get from one appointment to another. (Thanks so much Sally). We have only been attending this exhibition for the last five years and I would say it is a very important week in our calendar. We negotiate, we plan and we work on our business relationships. The better they are, I believe the better the experience will be for you, as we all work in pursuit of the end result of exceeding the expectations of your travel experience with us. The trouble is for me, is that it is like lots of people talking about an exciting menu, but the menu is countries and destinations not food. Everyone we work with appears to be so full of enthusiasm and belief in what their country has to offer that I don’t just want to go a la carte, but experience the whole menu! Whilst many of us at Bales have travelled fairly extensively there is still so much to explore and no one of us has been to all the countries. So where do I go , the wonders of Chile, tango dancing in Argentina, camel riding in the Gobi desert, seeing the land of the pandas in China, cruise in Kerala, safari in Namibia. Oh don’t we all wish for longevity in our life so that we can do everything we want to do and if you are reading this I guess it is because you have the same thirst for travel and new experiences as we at Bales do.

We hosted a small dinner for 25 of our ground handlers and hoteliers – again to thank them so much for their hard work and commitment to our mutual clients. It was a late evening or early morning but putting the world to rights takes time. The amount of time spent talking about it, should mean that we should have that perfect world by now!!! I know that I have said it before but the stimulus of meeting people works overtime with me in terms of so many new and fantastic product ideas - and this churning around with simply thousands of new product and destination ideas. How truly wonderful that so many people just love what they do everyday of their lives.

Another busy week followed. Vivienne Thorn our HR and Human Resource Director and I were invited to go to Sandhurst today to learn more about how the disciplines and the training of the army can benefit commercial business. I am sure out of 20 or so of us, we all took away different things. I took away how proud all the trainee officers are, how disciplined and hard working they need to be and how bold and courageous they need to be. I cannot, of course tie up the fact that they are training to be leaders on and off the battlefield. What I can tie up is the fact that in commercial life we all have to make some tough decisions and in a very different way, we have to be bold and brave. Mostly though, I was inspired (I use that word a lot don’t I?) about how dedicated and proud all the young officers were to be there. If we achieve that with the total team at Bales then I believe we will continue winning and growing in our success.

Flew to Egypt on Wednesday evening for a full day and evening of meetings on Thursday. I went with our Chairman Mrs Bales, yes I know that she is my Mother but I, like everyone else at Bales, call her Mrs. Bales. It is the first time for many years we have gone together on a business trip be it very brief, as we flew back on Friday. Did we achieve much, yes I would say so, too early to let you know but watch this space.

I am going to sign of by telling you how foolish I am – not only have I signed up to do the London to Brighton bike race in June, I have signed up to do a half marathon and a few other things, so between trips I urgently need an MOT of my fitness with my trainer. I have to admit that I have been a little lapse- I suppose you can always make time to jog when overseas but I don’t. I do have a real aversion to the gym and it must be quite sadistic that I go along … not sure right now that I will pass the MOT though, my bodywork needs a lot done first, but I am working on it! It is Sunday as I write this and I feel quite proud because I went to the gym with one of my sons and my super fit and glamorous friend. I know it is going to sound pathetic to many of you, but I went to achieve a certain number of miles between the running machine, the bike, the cross trainer, (and I also should have done the rowing machine but somehow it escaped me), but I still met my objectives. That is not a reflection on my fitness, it is a reflection of my determination to succeed and achieve in whatever I do, which I hope in turn means that you are all having the most wonderful travel experiences with us around the globe.

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