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Quality service and hard graft: That’s how we win our business. TravelMole travel agent column by Travel Counsellor Barbara Charlton
It’s a popular misconception that home-based agents can merrily set up on their own, taking all the business from their previous agency with them.
In fact, this isn’t allowed due to data protection rules. Add to that a strict non-competition contract with my previous employer and the end result was that when I started working from home I had precisely ZERO clients.
It’s a very big step to take – going from a salaried job to being self-employed. It isn’t easy working for yourself with no existing client base other than your friends and family who would book with you no matter where you worked.
It takes time and energy to build it up, and you must have a passion for your work and believe in yourself.
So, it was down to me to start networking in my local community and getting my name known as the person you need to make all your travel arrangements in a professional and caring manner.
I have done this with the great assistance of a worldwide networking group called the BNI. There are thousands of ‘Chapters’ around the world that meet on a weekly basis with other local businesses, with the sole aim of finding each other business referrals and qualified leads.
This is a big commitment both in terms of time, effort and money, but for me, has paid massive dividends. I now have a sales force of 40 other business people, who not only make their travel arrangements through me, but recommend me to their friends, colleagues and family.
Over the two years I have been a member, I have built up a very strong client base through BNI that now accounts for about 40% of my business.
And what about the rest of my clients? How have I got them and more importantly, how have I retained them? Well I don’t pay for advertising, 100% of my business is repeat and word of mouth referrals. What better recommendation can I get than from an existing satisfied customer?
So no, I haven’t stolen all my customers from somewhere else. I’ve worked hard for them – including getting up to go to BNI meetings at some very ridiculous hours in the morning.
They get such good service from me that I don’t worry that they will book elsewhere. It’s all about loyalty, and to get that I make sure I really look after my clients.
If you recognise that without them you would not have a business, it’s not really rocket science is it?
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