In this week’s Smart Talking we chat to Robin Worsnop, founder and Managing Director of Rabbies Small Group Tours. 
Hi Robin, welcome to Smart Talking. Please tell us about Rabbie’s Small Group Tours and what the company does.
Robin: We’ve been delivering small group tours since 1993 to the Scottish Highlands and Islands and more recently to the north of England and Ireland.
Our focus is on giving customers an experience which takes them off the beaten track and onto the back-roads, where only smaller tours can go – closer to the real people, local lives and the culture of the places they visit.
Rabbie’s is an award-winning business and has a reputation for being a leader in its field – how does the company maintain a competitive edge?
Robin: We keep listening to our customers and reacting to their demands. They are the source of new ideas and innovations in our service. We focus on delivering memorable and enriching experiences to our customers day in and day out.
The current economic climate is particularly challenging for businesses, not least for the Scottish tourism industry – how is your business coping with that – any positives coming out of the experience and any advice for others?
Robin: By focusing on our customers we are finding business is very good. Our customers’ word of mouth is helping to drive significant demand and growth for our tours and we are on target to have doubled our business in 4 years by the end of 2011.
We have benefited from the better exchange rates on offer for international visitors and greater numbers visiting Edinburgh and Glasgow on the back of this.
Do social media and digital technology have a place in your business?
Robin: Both are fundamental to Rabbie’s as consumer choices are more and defined by what people and networks of friends are saying. A brand today is defined by what people are saying in cyberspace and consumer businesses will live and die by the power of consumer opinion.
The advent of digital technology has also played a significant part in extending our market reach and distribution, as well as enhancing operational efficiencies.
What are Rabbie’s up to at the moment? Any news you would like to share with us?
Robin: We’ve got big plans for the future as we extend of tour offerings in Scotland and increase departures in Ireland. We further plan to launch tours from London in 2012 to explore some of the hidden gems of England’s South West, Heartlands and Wales.
Thank you for Smart Talking with us, Robin. All the best for the future plans.
For more information visit: www.rabbies.com or follow on Twitter or Facebook.
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