A chance decision doesn’t always pay off, but when it does it can pay dividends – something Timberbush Tours knows only too well
It’s often said that once you get into the coach and bus industry it gets in your blood.
And, while many people come into the industry due to family ties or an interest in transport, more often than not, people have unusual or chance stories about how their career in the industry came about – none more so than Timberbush Tours Director Gary Voy.
After deciding to buy a minibus during a lunch break over 20 years ago, he and his wife, June, now own a thriving, well-established tour company in Edinburgh.
Operating a wide range of coach tours, the firm is celebrating 20 years of touring this year and has just invested £1.2m in nine new vehicles – a decision it has made thanks to an increase in tourists visiting Scotland.
Different paths
After his career as a football player was cut short due to a car accident, Gary joined the Civil Service working for the land register, which is where he met June.
He says: “I enjoyed the job, but I started thinking about how I could either progress my career in the civil service or do something else that would bring in extra income.
“So, as you do, one lunch time I popped out and bought myself a bus. I didn’t know anyone in the business and I didn’t really have any major plans, but I just wanted to start my business of driving.”
After getting his licence and setting up Timberbush – a named derived from the flats they were living in at the time – they started doing private hire work.
“We did private hires for six years, but to be honest, I didn’t particularly enjoy it. I was still working full-time as a civil servant as well as working nights and at weekends.
“As I wasn’t enjoying it, I knew I needed to change it.”
Chance encounter
It was around this time that Gary received a letter from a tour guide called Hamish.
“He told us that if we were looking for a guide then he was available,” says Gary.
By chance, Timberbush received an enquiry from a customer soon after, requesting a guided tour to Oban.
Says Gary: “I spoke to Hamish and he did the first off-the-cuff day tour and he’s still one of our driver-guides today. We thought to ourselves, this is far better work and much more interesting. That was 20 years ago – 6 April 1998.
“So, we spent weeks writing our first brochure and we dropped all of the previous work and concentrated on doing tours.”
Timberbush now runs 1-, 2-, 3-, and 4-day tours of the Scottish Highlands, Islands and the north of England throughout the year, with daily departures from Edinburgh and Glasgow.
Although Gary and June have now taken a step back from the business, Steve Spalding has come on board as Chief Executive Officer – overseeing the day-to-day running of the business – and there is no intention of the firm slowing down.
Fleet investment
With its recent investment, Timberbush now operates a 23-strong fleet ranging from 10-seaters up to 47-seaters.
The new vehicles include a 47-seater MAN Galileo, with Mercedes-Benz making up the rest of the purchases – three 33-seaters, two 19-seaters and three 16-seaters – and further additions in the pipeline.
Says Gary: “None of the vehicles are older than three years old. As soon as they hit three years old, we sell them on to keep the fleet fresh.”
The continued fleet renewal is also important to Timberbush as it takes pride in its environmentally-friendly and fuel-efficient vehicles, having been awarded the Green Business Tourism Scheme Gold Award and a five-star rating by Eco Stars Fleet Recognition Scheme.
The mixture in sizes of vehicles gives the firm flexibility to run its fleet in the most efficient way, says Gary.
“It’s very much a case of keeping an eye on bookings and maneuvering vehicles in the best possible way,” he adds.
Increase in demand has also seen tours departing more regularly, and Timberbush is now aiming to introduce new tours each year.
“A new four-day tour this year is to the Lake District,” says Gary. “There’s nothing worse than when there’s extra business out there, but you’re having to say no because you haven’t got the vehicles.”
Reaching the masses
Many customers now choose to book tours online via the Timberbush website and booking platform, but it also has reservations staff answering calls and Live Chat every day, from 0700-2200hrs.
Timberbush also has a travel shop conveniently located on the Royal Mile, just outside Edinburgh Castle, which is open seven days a week.
The shop’s location is a tourism hub, which makes it ideal for advertising, but the firm uses other promotional methods too. Social media plays a key role, as well as its distribution of 250k brochures each year in Edinburgh and Glasgow, says Steve.
Says Gary: “The focus now is very much on social media. We have someone who looks after our social media platforms, which is highly important in how well we do.”
Adds Steve: “Over the last few years we’ve seen strong growth in the Edinburgh tours. The value of the pound has helped, which has brought more international travellers to the UK.”
The firm also attributes the recent popularity of visiting filming locations of TV series and films, such as Downton Abbey and Harry Potter, to an increase in demand.
However, Outlander has been the most popular pull for international tourists.
“It’s been massive for us,” says Gary. “It’s a programme that’s loved by people all over the world and I’m amazed at how popular it is. It has been growing and the numbers are fantastic.”
Driver investment
A big part of operating these tours is, of course, the driver-guides.
“It’s important for us to get someone that can entertain passengers and has the local and historical knowledge,” says Gary.
And the firm goes to great lengths to get these drivers – by employing people regardless of whether or not they have a licence.
Says Gary: “We go out and find people who fit the bill and then we’ll put them through their driver training. It’s great if they already have their licence, but that’s just a bonus.
“We would rather take on someone that has the historical knowledge and the personality and then train them up to drive a PSV.”
Driver-guides are a big investment for Timberbush as it funds the driver’s training fully and this year it has taken on more guides that need licences than ever.
“It’s about getting the right people to go out there, entertain passengers, and make sure they come back with a smile on their face, even after a long journey,” says Steve.
The investment shows that Timberbush holds its driver-guides in high regard – a fact that is reinforced by its website’s ‘meet our driver-guides’ section. Each driver has their own Q&A space with a photograph, which really strengthens Timberbush’s approachable, professional and friendly brand identity.
Looking ahead
Gary had no experience or knowledge of the industry when he went out and bought a minibus over 20 years ago, which he describes as doing it “the hard way”.
But Timberbush’s story shows how taking a chance can really pay off.
“We made many mistakes, but we learnt from them,” he says. “The experience we now have through hard work and perseverance, and what we’ve learnt from the mistakes we’ve made in the past, is what has made Timberbush the success it is today.
“We had just three 16-seater vehicles when we started tours back in 1998 and we’ve never looked back.”
