When I grow up I want to be a travel agent

Holiday Travel Story Contest!

2010-12-13T11:01:00.000-08:00

When you get bitten by the travel bug and start traveling you end up with stories to tell.

I want to hear about your holiday travel stories. I will be sending out prizes ($25 gift cards!) for the most exciting, most frustrating, most inspiring and strangest stories.

In order to qualify simply follow this blog and then post your story by commenting on this post. Tell your friends, family, neighbors and strangers on the street. The more stories the better!

Check back often for new stories. Feel free to comment on your favorites.

Entries may also be emailed to contest@education-web.net. Entries submitted by email will be posted for all to read.

You still have time to share your stories. I've extended the deadline to January 10, 2011!

Insiders Say "Home-Based" Brand Likely a Misstep!

2010-10-21T08:23:00.000-07:00

This is an editorial I found in Travel Weekly that I found very interesting. It is by Arnie Weisman.

Location, Location, Location!

Randell Johnson is a retired college professor and administrator. For his fourth career (prior to academia, he had also put in time as a radio announcer and advertising executive), he has decided to be a travel agent. And while he is very content selling travel, he is decidedly unhappy with the branding he sees imposed upon him by the travel industry.

Johnson doesn't like the term "home agent" to describe who he is, and he wrote to me last week to explain why. Noting that he is still accredited to administer and interpret psychological assessments, he added that "my intuitive analysis of how to improve the labels we use in travel" is, perhaps, "an occupational hazard." He prefers the term "independent agent."

Location, famously described by real estate agents as the top three most important qualities of a piece of property, is not also the three most important attributes a travel agent possesses. But the decision that agents make about where clients can find them -- on the Web, in their home, in an office or any combination thereof -- is of great strategic importance.

At Travel Weekly's Home Based Travel Agent Show and Conference earlier this month in Fort Lauderdale, the question of location-as-brand came up in several sessions. Priscilla Alexander, CEO of Protravel International, which hosts many agents who work out of their homes, brought up the topic during a general session on the future of travel agents.

"Agents who are home-based should not ... divide themselves as being separate from the total selling travel industry," she said. "I think you're, first of all, travel agents, travel counselors, travel advisers. And for you to keep differentiating yourself is a little bit unfair to yourself, and you're putting yourself in sort of a secondary role, which you are not.

"Remember: Most people who are in advanced brick-and-mortar agencies today have Voice Over IP [telephones]. They're working from phones no matter where they're sitting. The person calling in has no idea whether they're sitting on a beach in Fiji or in an office in New York City."

Johnson raised his hand in a different general session, urging a panel of large host agencies and franchisors targeting agents who work out of their homes to come up with another label for their members.

In that same session, panelist Michael Drever, CEO of Expedia CruiseShipCenters, said he urged his franchisees to refer to themselves as "mobile agents" because it suggested a more active positioning.

The question of what to call agents in various locales is not new. Five years ago, I held a contest to give new names not only to home agents but also brick-and-mortar agencies and online travel agencies, noting that very few agencies at that time were what their labels suggested -- i.e., most home and brick-and-mortar agencies had websites, and most OTAs had large call centers. I received a significant response; the suggestions, strung together, ran 11 pages.

None was memorable.

The former Professor Johnson suggests that agents, home-based or not, look to their specialization and credentials and label themselves accordingly. "We have emerged as travel experts with titles like cruise counselors, destination experts and event planners," he wrote to me.

Should we go more granular, as Johnson suggests, or broader, as Alexander recommends: travel agent, travel counselor, travel adviser? Or should we just stay put?

I think it's important to remember that this is an inside-the-industry controversy. As Alexander suggested, consumers on the phone (or online) don't know where you're sitting, and they likely don't care. The debate is about how suppliers categorize agents and, importantly, how agents think of themselves.

I don't know if it's important for suppliers to differentiate between home-based and brick-and-mortar agents for marketing and sales purposes, but several do. In the end, I think the need for the industry to categorize agents depends upon whether the needs of travel agents working from home are different from those of agents working in an office or those who are running large online operations.

I've seen research that says home-based agents have the same basic needs as agents in offices, and I have spoken to suppliers who feel an agent is an agent is an agent.

But I have also spoken with a significant number of home agents who feel they do have different needs, and I've spoken to suppliers who have specific plans for targeting home-based agents.

In every industry, some legacy labels stick even though they are no longer wholly accurate. I don't think you'll see the country's most profitable airline, Southwest, change its name anytime soon, even though it now flies to the Northeast.

The important thing, as Alexander suggested, is the degree to which these labels affect the way you think about yourself. Southwest did not feel limited by its location-centric branding. Regardless of whether home-based agents embrace or reject industry terminology, the one thing everyone agrees on is that they should never feel restricted by it.

2010-03-15T15:03:00.000-07:00

Specializing Can Help Overcome Challenges!

2010-03-15T10:03:00.000-07:00

Internet Can’t Compete with Specialization

by Geri Bain

March 04, 2010

Chris Russo, ASTA’s president and Chair, greeted the hardy travel agents who braved one of New York’s worst snowstorms of the year, with the Bon Jovi song “We weren’t born to follow.”

“This is not your grandfather’s travel business, and we are working on being a different ASTA,” Russo told Attendees at the NY Times Travel Show last week.

“We have the best job for cocktail parties in the world,” he said, asking the audience: “What reaction do you get when you tell people your job?”

Two common answers, he noted, were jealousy and “Boy, I bet the Internet has really killed you.”

“My answer is that it hurt a little bit, but now it’s the best tool I have. What makes us better than the internet is specialization,” Russo said. “Travel consultants who have chosen to specialize have, on the whole, fared better than generalists. You don’t want to be a jack of all trades and master of none. That’s who we were.”

Russo noted that one of his agency specialties is destination weddings and honeymoons. “I drive a Sandals wrap car. We maximized our relationship with Sandals and yes, I drive one of those Hummers… everyone in my office wants it when the snow is coming.”

Hummer aside, Russo stressed, “specialization allows us to make more money.”

Russo said he felt the tide changing. “People are again turning to professional travel consultants,” he said, referring to a CNN special on the return of the travel agent.

“I feel like a cat. I’ve had nine lives as a travel consultant. Every five years we’re dead and buried. But people are coming back to us because they need help,” he said.

“They need us… they need someone to yell at,” Russo continued.

Joking aside, he referred to his flight into the snow-clogged NYC airport the previous day. “You have gone through snowstorms. When you book on line, who are you going to call? When you work with a travel professional, you know who to call.”

But Russo returned to the need for specialization, citing one young ASTA member who is chartering whole cruise ships for “Groove Cruises.”

Specialization requires in depth knowledge, first-hand experience and/or education and a combination of both. ASTA’s Niche Travel Specialist Courses as one way to jump in, he said.

He noted that specialization is essential if you want to be the best, noting that as an Oahu specialist, he probably knows Oahu better than his hometown.”Photos on the internet make everything look great. Our job is to tell people the way it really is.”

Most important, he advised, “find and follow your passion.”

Russo also noted that specialization allows an agent to maximize their relationships with suppliers or destinations and be viewed as an expert by suppliers and clients.

Plus, catering to special interest travelers generally brings higher prices, higher commission, more affluent clients, and more referrals and repeat business, he said.

Fighting Fraud

2010-03-01T09:51:00.001-08:00

Here is an article that I found in TravelAge West written by Monica Poling. Unfortunately, this topic is one that EVERY agent needs to be diligent about!

An employee takes a late-afternoon call from her favorite client. Realizing she’s running late, the employee writes the client’s name and credit-card information on a Post-it note, sticks it to her computer, then hurries out to make it home on time. When the employee calls in sick the following day, the busy company hires a temp to help assist with general day-to-day operations. During a lull, the temp pockets the Post-it note. The client, with her credit card still safely stored in her wallet, becomes another victim of identity theft with no idea as to how her personal information was tapped.

The above scenario is purely a work of fiction and, as they say in Hollywood, any resemblance to living persons is strictly coincidental. If, however, the scenario feels uncomfortably close to home, you are probably not alone.

It is hardly a secret that identity theft is on the rise. In 2009, 11.2 million cases of identity fraud were reported, reflecting a 13 percent increase over 2008, according to the 2010 Identity Fraud Survey Report — a report released by Javelin Strategy & Research, a research organization specializing in financial services. According to the report, nearly 5 percent of the entire U.S. population were victims of identity fraud last year with a total price tag amounting to a whopping $54 billion.

Especially troubling is that small business owners are more likely to be at risk for fraudulent activity.

“As small business operators, individual travel agency owners are 1½ times more at risk for identification fraud than all other U.S. adults and, therefore, they need to be on guard,” said James Van Dyke, president and founder of Javelin Strategy & Research.

Van Dyke and his organization have been studying identity theft since 2003. While the mean cost to the consumer is declining — last year it was at just $373 per incidence — the real cost can come to business owners who aren’t careful with their client’s data.

Improper handling of personal data, whether through a willfully criminal act or an unthinking action is, of course, not something that is specific to travel agents. Fitness centers have thrown their customers’ credit report information in the trash, bank tellers have unthinkingly left credit reports on bankers’ desks and even check-cashing centers have been cited for not destroying cashed checks.

But with the government becoming ever more focused on identity theft, there can be huge fines and penalties for businesses that improperly store or dispose of sensitive data.

The stiff fines that can and have been levied for what frequently have been unthinking acts, should serve as an incentive for travel agencies to remain especially vigilant when monitoring how their clients’ personal information is being handled. The penalties can be crippling for the small business owner. A small business in Texas, for example, was accused of improperly disposing of consumer records and ended up settling with the Texas Attorney General for $220,000.

Fair and Accurate Credit Transactions Act
Much of today’s discussion about data safety stems back to 2005, when the U.S. government passed the Fair and Accurate Credit Transactions Act (FACTA).

The same law that now allows consumers one free look at their credit report each year also mandates that financial organizations are required to safely dispose of personal information. Although the law, which is often referred to as the “Shredder Law,” tends to apply to consumer reports and information derived from consumer reports, the Federal Trade Commission (FTC) encourages those who dispose of any records containing a consumer’s personal or financial information to take similar protective measures.

Javelin’s Van Dyke agreed.

“As professionals who are entrusted with customers’ personal information — such as payment account numbers and dates when people will leave their homes vacant — travel agents must apply the same protection of personal data that other organizations are subject to, such as financial institutions. If such information is exposed, legal data breach provisions mig
ht apply, requiring embarrassing or otherwise costly administrative efforts,” said Van Dyke.

Create a Plan
So, what can agents do to ensure the protection of their clients’ data? The FTC offers a number of valuable resources for small business, including a free online guide , “Protecting Personal Information: A Guide for Business.”

The first step, suggests the FTC, is to take stock. Take a complete inventory to figure out where your company receives its sensitive data and where that data is stored. Also, determine who handles sensitive data and whether or not it is necessary for those personnel to have access.

Once you have a complete overview of what happens when personal data comes into the office, create a plan to scale it down. Don’t keep information you don’t need. In particular, the FTC recommends that you don’t keep credit-card information unless you have an essential need for it.

When you have figured out what information you need, secure it. The most effective data security plans, says the FTC, involve four components: physical security, electronic security, employee training and the security practices of contractors and service providers.

When it comes to destroying existing records, you must take the utmost efforts to burn, shred or pulverize the information. Merely throwing it in a trash bag is a big no-no.

The final step is to plan ahead in case of a possible security breach. Designate a senior staff member who will coordinate possible response plans, which should include investigating possible breaches, as well as determining who to notify in the event that a breach is found.

Most of the fixes the FTC suggests won’t break the bank. Further, the FTC says “it’s cheaper in the long run to invest in better data security than to lose the goodwill of your customers, defend yourself in legal actions and face other possible consequences of a data breach.”

Some of the fixes, however, may be time consuming, and questions may still linger as to whether the right action steps have been taken. For agencies seeking outside help, there are organizations that specialize in assisting businesses with creating a data security plan.

Identity Theft 911 was the first identity-theft resolution company in the U.S. Now, Identity Theft 911 also helps small businesses create custom security solutions specific to their organization’s needs.The subject of identity theft can actually work to the travel agent’s advantage, according to Identity Theft 911, by giving them another level in which they can engage their clients.

“It’s essential that travel agents play a key role in reminding customers how to safeguard important travel documents and personal information in order to ensure a fun, yet safe, travel experience,” said Ondrej Krehel, information security officer at Identity Theft 911.

Agents who choose to go it alone can receive many recommendations on how to educate their customers on best practices for personal safety at the Javelin-run Web site, IDSafety.net. Van Dyke particularly recommended that travelers, or agencies on their behalf, use online channels to monitor existing accounts for unauthorized activity and shut off paper statements that could pile up in the mailbox while travelers are on the road.

Whether agents choose to go it alone or to enlist the aid of outside professionals, the reality is that identity theft will continue to be a pervasive part of doing business. Agencies that remain ahead of the curve can protect themselves from possible liability while also providing their clients with added peace of mind.

reBlog from travelresearchonline.com: TravelResearchOnline.com Blog

2010-02-22T11:02:00.001-08:00

I found this fascinating quote today:

Just this week, an agent in the TRO Community was lamenting that due to an error on her part, several members of a small family group would be flying home from a cruise separately. The agent did not purchase an air deviation for the clients and made the assumption that all would be accommodated on the same flights. It is a reasonable assumption, and at one point in time, most agents have made that mistake. But on the client side, the assumption is equally valid. The really unfortunate part is that travel is imminent and to make the change now would cost an additional $750. With cruise commissions as they are, this is a huge chunk (although not the entire amount) of any profit the agency would have made on the sale. Apparently, the clients were somewhat demanding and repeat business is questionable. So what is the best way to handle this? My recommendation was to eat the $750 (write it off to “training expenses”) and be happy with the morsels left. This will make the client happy and you might have a salvageable relationship. Passing the additional cost onto the clients will only exasperate the situation. And in this day of social networking, you have no way of measuring the damage that can be done. There is an old axiom; if you do a good job, your client will tell someone. If you do a crappy job, they will tell a hundred. Today you can surely add a few zeros to the end of those numbers. How much business might be lost with a tweet exposed to 5,000 people that said, “ABC Travel on Main St ripped me off—steer clear! Pls R/T”? Or worse, “ABC Travel on Main St ripped me off—steer clear! Here’s their blog http://???????.com Pls comment and R/T”? Suddenly, $750 seems like a small price to pay—especially when you are still able to salvage a little bit.travelresearchonline.com, TravelResearchOnline.com Blog, Feb 2010

You should read the whole article.

Basic Marketing Supplies

2010-02-17T12:43:00.000-08:00

I thought I would get back to starting your new business.

Once you have chosen your name you will need to design some basic marketing materials. The first should be your business card. A good travel agent is never without their business card. The card should prominently display your company name and logo. It should have your name and title, and most importantly should have your contact information (phone, fax, address, email, website, blog, twitter, cell phone). Many agents use the back of the card to promote their business further with a company mission statement or a list of specialties.

There are many different ways to design and print business cards. First you can visit your local printer. They can help you from start to finish. Basic black and white cards are very inexpensive. You may want to start out by ordering a small amount in case your information changes. Many new agents make the mistake of ordering 1000 business cards and then a month later they have added a website and or a new phone number and the cards are now obsolete. There will be an additional
charge to add color to your business cards.

The next option is your local super store such as Office Depot or Office Max. Here you may meet with someone that can sit down and help you design your cards and print them for you. Often times they are less expensive than a traditional printer.

Still another option is designing and printing them yourself. There are wonderful programs out there such as Print Shop that let you design and print your own business cards. Most of business card software will include a large number of clip-art so you can design your own logo and add it to your card. The key to this approach is to have a high quality printer and to use heavy bond business card stock. You can purchase pre-perforated business cards at any office supply store.
Poor quality business cards will reflect negatively on your business. There are many advantages to designing and printing your own business cards. Cost is the
biggest. It is much less expensive to print your own compared to a printer, especially if you want a full color card. In addition, you may print as many or as few as you would like, allowing you to easily make changes as necessary. You can also design your own letterhead and envelops to match.

When designing your card keep it simple. Include a nice logo, but do not overwhelm the card. Choose a font that is easy to read. You should use a different font for your business name than you do for your information but no more then three fonts to keep the look professional.

Decide the title you will use. Some of the many options include: travel agent, travel consultant,travel specialist, owner, manager. Many people will use a combination travel consultant/owner or travel agent/manager. Decide which title most accurately portrays what you do.

You will also need letterhead and envelopes and it is preferable that all of your stationery match.

Make sure that you are using the same logo and fonts on all of your business stationery. You want to establish an image or brand, if you will. Consistency is important in accomplishing this. These can be obtained along with your business cards at your local print shop, office super store or by printing your own.

How to Answer Tough Client Questions about Fees

2010-02-12T09:59:00.000-08:00

Here is yet another article I found VERY helpful. When I first started out as an agent we did not need to charge service fees because airlines paid 10% commission. If you think about it, clients used to get a great deal. They would get all of the agent expertise and not be charged. In any other profession you would be charged to access their knowledge. The article is from Travel Market Report and is written by Geri Bain and references Nolin Burris's webinar.

What do you say when someone says “Why is there a fee if you get a commission? Nolin Burris, speaking at a TRAVELSAVERS Webinar entitled “Professional Fees for the Fearful,” Nolan Burris Founder & Chief Visioneer of Future Proof Travel Solutions said there should be no apologies in answering the question.

The Webinar was the first in this year’s MYOB Business Strategies series which addresses travel agents’ key business concerns and provides new strategies for success.

“The fact that more than 97% of travelers believe — wrongly — that booking through travel agents are more expensive than any other option presents a real opportunity,” Nolin said. “In some ways, anyone who calls is prepared to pay more, or they wouldn’t have called you,” Burris pointed out.

This gives agents the opportunity to amaze potential clients with their deal-finding skills, but more important is the opportunity to show them what a travel agent is really all about — namely to find the right vacation, not just the best price, he stressed, noting that agents need be able to say, “It’s no bargain if you don’t enjoy the trip!”

“Fees allow agents to take the time to truly consult, investigate, and spend the quality time it takes to save clients money, and to prevent them from wasting their money on the wrong trip. True consulting and superior service takes time and time is money. This is what distinguishes a professional fee from a transaction or booking fee,” he said.

He urged agents to remember why a traveler calls you: “They called you for the amazing things you add to the equation.”

Commission, he said, should be viewed as payment from travel suppliers to you for the sales and bookings you provide for them.

“Fees are payment from your clients for all the things you do for them,” Burris said. “An agent’s true value lies within the number one stated reason for calling a travel agent instead of booking online: they want advice.”

Professional fees cover:

• Consulting (asking the right questions, doing research, making recommendations based on what is the best fit for your client)

• Finding the right price for the right trip

• Making reservations (and making them correctly)

• Your years of professional experience and knowledge

• Support and assistance should something go wrong

• Systems and services (that improve their experience)

• Relationships and clout with suppliers

• Being their representative and advocate when needed.

So how should an agent answer that question about matching a great online deal? Burris offered these five possible answers:

1. “Wow, that is a good price! Of course, it would be a complete rip off if you didn’t enjoy the trip.”

2. “Wow, that is a good price! I wonder though, how cheap does a bad vacation have to be for it to be OK?”

3. “I might be able to match it, but that would be a terrible thing to do if it’s the wrong trip for you!”

4. “Can I ask a question? If price is the most important factor, why did you call a travel consulting service?”

5. “Amazing! Of course, it could be a dream come true or an absolute nightmare. If it’s just the price that matter the most, I’d say just go for it on the Web site. But, if you’re interested in some professional assistance then…”

Most important, he advised, add to all of the above: “It’s my job to find the best price and to make sure you don’t waste your money on the wrong vacation. I’ll need to ask you some important questions, and do some research, but that’s what my fee is for.”

Burris also offered several ways to answer to another common question: “I already know what I want. I just need you to book it. Why is there a fee if you get commission?”

• “You’re right, our suppliers do pay us a commission for making bookings with them. It helps cover the cost of the transaction, the systems, accounting, and such. Our fee however is for things we do for you, like ensuring you’ve made a wise choice, support, supplier connections, service and, of course, it pays for me to be here when you need me.”

• “If you really do know what you want, and you don’t need any support or supplier connections should something go wrong, or any professional advice, or help understanding the confusing rules and cancellation policies and… then you can definitely save the cost of the fee by doing it yourself online.

• Luckily, we do much more than simply make reservations. It’s really quite a bargain for the fee.”

• “It does sound like you’ve made a good choice. Lots of people have loved that (cruise/tour). Of course there are also people who really hated it. We haven’t had a full consultation together so I can’t really say for you. But, if you’re willing to risk it, you can certainly save the fee by booking it online, or would you like to set up a full consultation?”

A number of participants in the Webinar said that as a result of the presentation, they felt confident that they would be able to implement fee policies.

Darlene Duce of Bannatyne Travel (Canada) said that as a result of the seminar she was putting together a service and consulting fee schedule. “It (the seminar) helped me immensely in realizing that we’re worth the fees we charge and in overcoming the fear of asking for the fees.”

Colleen Gillette of New Paltz Travel (U.S.) agreed: “Nolin inspired me to sit down, reconstruct and implement a fee policy. I realize there is a value in the service my agents and I provide for our clients. He instilled a sense of pride. I can confidentially charge a nonrefundable professional service fee for customized travel.”

Calling ALL Travel Agents!

2010-02-10T10:43:00.001-08:00

I found another article that I thought was very interesting for those who are interested in working from home. I have never thought of myself as a home-based agent, but rather an independent agent. The article is from Travel Agent Central and was written by John McMahon.

* * *

Which is the only profession where if you work from home you are called something different than if you worked in an office? You got it! Home-based agents.

I always wondered why the travel industry put a fence around these people. Are their needs any different than those of a storefront travel agent? Besides picking a host agency to work with, are they any different from other travel agents?

My neighbor is a lawyer and he works out of his home. I have another who is a real estate agent. She, too, works from home. They don’t read home-based publications or attend events specifically for professionals working from home.

I recently had a conversation with a travel agent about her business. Afterward, we started talking about family and I asked her how she juggles work and kids. Only then did she reveal that she operates her business from home. I said, “Oh, you’re a home-based agent.” Well, she almost took my head off. “I am a travel agent,” she retorted.

It was then that I started sharing my above views. She stressed she didn’t like the label because she felt she was being treated like a second-class citizen. I couldn’t disagree with her but vowed, from that point on, I would address these people as “travel agents who work from home.”

Looking at the Numbers

Research from PhoCusWright estimates that the share of packaged tours and FITs for these travel agents is about 30 percent, cruises is 43 percent and air, car rentals and hotels is 19 percent. Research has shown the power of this distribution channel, which accounts for about $9.7 billion in annual sales.

These figures have encouraged leading industry suppliers to pay attention to the sales potential of travel agents who work from home and to develop marketing programs focused on them. And there is more coming as these travel agents diversify and move beyond cruise sales to tours.

Travel Agent magazine recognizes these professionals as a growing segment. And we reach more of them than any other media. Our websites and events welcome these travel agents. We choose not to treat them differently. No segregation, no more fences or descriptions without the word “travel” in them. We will educate them on their needs just as we do with all travel agents. So, I am officially de-labeling you all.

Growing Pains

2010-02-09T09:54:00.000-08:00

I recently found this article on Travel Research online. It is written by Ann Petronio.

It’s Sunday afternoon, my family is watching football, and I am sitting at my desk stressing out about the pile of work that I need to get through. I have six clients waiting for proposals/quotes, two sets of documents that have to go in the mail, a monthly newsletter to write, dozens of names that need to be added to my honeymoon database, bills to pay, filing to do, etc. The list seems endless, and it will only get longer tomorrow.

I know I’m not the only one in this situation. Anyone running a one-person, home-based agency faces the same challenges. We wear all the “hats” in the office, from sales and marketing to accounting, IT, and receptionist. There’s no one to delegate the work to, and no one to pitch in and help.

At the same time, we all want to grow. After all, the goal of any successful business is to sell more, make more, and keep more, right?

So how does one person, with only two hands and 24 hours in the day, resolve the conflict between the never-ending “to do” list, and the need to add even more business to that pile?

If you’re hoping I’m about to give you the magic answer, I’m sorry, because I don’t have it. All I can tell you is what I’ve been doing to try and manage my own “growing pains”.

Use what you’ve got. The first step is to make the best use of whatever resources you do already have at your disposal. In my case, that’s a couple of teenagers with some extra time on their hands. While I can’t enlist my kids to plan a client’s vacation, I can have them take care of things like filing and making luggage tags. I pay them the going babysitting rate, so that they’re earning what they would be if they were working for someone else. They’re happy to make a few bucks, and I’m thrilled to have some of the most menial tasks taken off my plate. If you don’t have teenagers, maybe you have a spouse who wouldn’t mind updating your Quickbooks each month, or a friend who loves to assemble “welcome home” baskets. Whatever you’ve got, use it!

Learn to let go. I know that, given enough time, I could teach myself a programming language and create my own web site. I could also handle doing my own taxes and filing all the appropriate quarterly paperwork with the state. But neither of those tasks would be the best investment of my time and attention. I’ve learned that it makes much more sense to lean on an expert for specialized tasks, pay them for their time and advice, and let go of the need to do it all myself. I’ve spent a little money this year on web development, my accountant, etc. but it has freed up my time to focus on serving my clients and growing my business.

Bring in reinforcements. Even with the suggestions above, there comes a time when you just can’t handle it all on your own. I’ve reached that point, and I’ve been wrestling with the next step – bringing in help. I don’t really want to manage an employee, and I don’t have the steady cash flow to feel confident in committing to a regular weekly salary, so I have decided to hire an unpaid college intern. A nearby university offers a well-established intern program, and requires all students to complete an internship before graduation. I’ve posted an opening for a student who wants to help with my database management, social marketing, and CRM efforts, and have already received several resumes. My plan is to bring him/her in for the next term (March to May) and see how it goes. If it works out as well as I expect, this will be an ongoing part of my growth plans.

I’m interested in how other home-based agents are handling their own growing pains. Please provide your thoughts/feedback.

Northwest Airline Code

2010-02-03T08:07:00.000-08:00

As most of you know Delta recently purchased Northwest Airlines. Until now the two airlines were still operating under their own airline codes (DL, NW). As of January 31, 2010 the NW code will no longer be used. Also when you go to www.nwa.com you are now directed to the Delta website.

Do I need a business license?

2010-01-18T12:26:00.000-08:00

You will need to purchase a business license to operate legally. There are different kinds of business licenses depending on your county, state or providence. Some licenses are issued by your county and others are issued by your city. You will need to contact your local government and see what is required. Many times you will need to check with your local zoning agency to make sure your home can qualify for a home-based business. There may be restrictions regarding customers or employees you can have at your home. Most travel suppliers require a business license to pay commissions.

In addition to a local business license some states have additional licensing requirements for travel agencies. If you reside in one of the following states you will need to contact the government office listed below to determine what steps you need to take:

California - Seller of Travel Program
Department of Justice
300 Spring Street, Suite 5212
Los Angeles, CA 90013
Delaware - Division of Revenue
820 N. French Street
Wilmington, DE 19899
Florida - Division of Consumer Services
Second Floor, Mayo Building
Tallahassee, FL 32399-0800
Hawaii - Travel Agency Program
Department of Commerce & Consumer Affairs
1010 Richards Street
Honolulu, HI 96813
Illinois - Attorney General
500 S. Second Street
Springfield, Il 62706
Iowa - Office of the Secretary of State
Corporations Division
Hoover Building
Des Moines, IA 50319
Massachusetts - Attorney General
Antitrust and Consumer Protection Division
One Ashburton Place
Boston, MA 02108-1698
New York - Office of the Attorney General
The Capitol
Albany, NY 12224
Ohio - State Fire Marshall
8895 E. Main Street
Reynoldsburg, OH 43608
Oregon - Department of Consumer & Business Services
21 Labor & Industries Building
Salem, OR 97310
Pennsylvania - Bureau of Transportation & Safety
PO Box 3265
Harrisburg, PA 17120
Rhode Island - Department of Business Regulation
State of Rhode Island & Providence Plantation
233 Richmond Street
Providence, RI 02903
Virginia - Consumer Affairs Office
Department of Agriculture & Consumer Service
1100 Bank Street
Richmond, VA 23219
Washington - Department of Licensing
1125 Washington Street
P.O. Box 9020
Olympia, WA 98504

Where & When?

2010-01-07T09:50:00.000-08:00

OK, you have your name now you need to decide where and when you will be running your new adventure.

Where
Some important questions to ask are: Will your office be in your home or will you rent an outside office? If at home, will it be in a dedicated a room or will it be part of an existing family or living room?

If you choose to run your business from your home it is very important to have a dedicated space. The area should have a door and be dedicated specifically to your travel business. It is much easier to stay organized if you have such a space and if you avoid letting others use your space for family matters. It is hard to book travel if your child is using your computer for a science report. This is also important if you have clients that will be visiting your home. Dress professionally, keep your office clean and organized.

When
Many agencies are now staying open late and on Saturdays to accommodate clients. Decide what hours you will be open for business, even if you are working from a home office. Working from home does not necessarily mean that clients can call you at all hours. Set specific hours and let clients know when you are available to discuss business. When working from home it is very important that you are able to get away from your office to avoid burn out.

A New Year a New Business!

2010-01-05T10:20:00.000-08:00

Let’s say that you have decided to go out on your own and start your own travel business during the new year. There are a ton of things to think about. Over the next few days I will give you some guidelines to get you started.

Choosing A Name
Choosing a name for your agency is one of the first things you need to do. You want a name that is easily remembered and may reflect your specialty.
Many people will choose a name based on their own name, (Julie's Travel or Travel by Brian). This is one of the easiest solutions. Others will choose a name that reflects their chosen specialty, (Eastern Travel or Family Fun Vacations). Still others will look for a catchy name to set themselves apart, (You're Out of Here Travel or The Sky's the Limit Travel). Spend a fair amount of time choosing your company name. It reflects who you are. Watch out for names such as Budget Travel. They may negatively portray your company.

After you have chosen a name, check with your state department of commerce to see if it has already been chosen. This can most easily be done on your state's Department of Commerce government website. Most states charge a small fee to register the name. You may also want to do a web search to see if the name is in use and how it is used. The registration of your desired company name by a company in another state does not prevent you from registering it in your state.

Independent or Established Agency?

2009-12-14T11:35:00.000-08:00

So now you have decided that you want to be a travel agent you need to decide if you want to work for an established agency or strike out on your own. There are pros and cons to both.

I have been an independent agent for my entire career. For the most part I would not do it any other way. The biggest thing I love about having my own agency is that I can customize my hours around my children’s schedules. It has been great to be available for my children and still have a career.

The pros of having an independent agency include:
~Setting your own hours
~Save time and money on commuting
~Total control of how the business is run
~You can specialize in any area that you desire
~It is very rewarding owning your own business and seeing it grow
~Works best for self-motivated people that don't need supervision

The cons include:
~You can’t just be an agent. You must also be a marketer, accountant, and a computer expert.
~You are alone with no back up for when you are out of the office
~Clients will assume that you are available 24/7
~Initial investment can be pricey (purchasing equipment, software, office supplies etc.)

The pros of working for an established agency include:
~You are not alone, there are others to bounce ideas off of
~Many agencies provide benefits such as health care and paid leave
~You don’t have to worry about ordering your own promotional materials
~Higher commissions (Many large agencies receive higher commissions based on productivity)

The cons include:
~You must work the hours required by the agency, many are not flexible
~You may be required to specialize in an area that you don’t enjoy
~Demanding bosses

I suggest to my many of my new agents that they start out in an established agency to learn the business first and then become an independent later. This way you can learn all of the ropes and make some great connections before you are on your own.

Chalk it up to Disney!

2009-12-02T14:13:00.000-08:00

I have been in the travel industry almost 14 years. It started with a wonderful trip to Disneyland. I had such a great time planning our family’s Disney trip that when we returned home I decided I wanted to offer the same service to other families traveling to the “Happiest Place on Earth”.

I contacted a woman that was in the industry and she helped me get started. I hooked up with a host agency and hit the ground running. At first I was going to just sell Disney. However, I found that I had a lot of other interests. I discovered a great niche which included sunny destinations, cruises, Hawaii, the Caribbean, Mexico, etc. I highly recommend if you are going to be on your own, you should find a niche. It is almost impossible to be all things to all people.

My first love is still Disney. When I sell a Disney vacation my clients get more than just airfare, room, and tickets. I have spent many years researching Disney tips and tricks and love to pass them on to my clients. Anyone can go on the internet and book a Disney vacation, but my clients love to come to me because I can offer them many things the internet can not.

I now teach travel to up and coming travel agents. The biggest question I get is, “Is there still a future for a travel agent in the industry?” My answer is always a resounding “Yes!” I have to admit it is not as easy as it used to be. You have to get creative. However, if you can offer your clients something that no one else can offer them, you will be a success. Customer service is more important than ever.

The travel business is a fun and exciting place to be. I can’t imagine myself in any other industry.

How did I get in this business?

2009-11-30T15:50:00.000-08:00

After working in the travel industry for almost 25 years, I look back and wonder, "What drew me to this industry?"

Truthfully, I was a college student who had completed three years towards a degree in psychology and needed a break so I signed up for a local travel school. It sounded fun. I did very well in learning all of the codes and the ancient CRS system as well as how to fill out the documents. After graduating from the school, I moved and took a job in retail. It wasn't until a few years later, after doing some traveling and finally graduating from college, that the travel bug hit me again. I took a refresher course from the same travel school and was hired immediately after finishing to work at the agency that sponsored the school. That seems like a lifetime ago.

During the past 25 years I have been on three different CRS/GDS systems. I have seen the industry go from semi-automated to almost completely automated. I have seen airline deregulation and commission caps. I have watched agencies come and go and home-based agents go from being a novelty to an integral part of the distribution system. The Internet has been feared, then accepted and now embraced by agents and suppliers alike. Rows of tariff manuals and hotel indexes have been replaced by online subscriptions to electronic versions.

Yes, the industry has changed and evolved but it is still an exciting, vibrant and dynamic field to work in. Let me know:

How did you get your start?
What interests you about this industry?
What area or specialty do you have or want to focus on?

Here is the venue to let the world know. Feel free to share!