We get it. The life of a travel agent isn’t always easy, as fun as it can be.

The tough clients, the long hours, the constantly being “available” – it’s not easy, right?

So we thought we’d go undercover and get some insider tips from the front line on how you can make your life more simplified and stress-free.

Here, we chat to Carine Griffiths, Leisure, Corporate & Groups Travel Specialist from MTA – Mobile Travel Agents in Tasmania, about her business, working from home, and nailing a work/life balance.

TW: What does an average day look like for you?

CG: Busy 🙂 Usually up by 6am, in the office by 7am with coffee in hand and actioning all emails that have come in overnight from clients.

Kids are off to school around 8am, then it’s back to office ready to deal with my day when my Corporates get into the office needing quotes.

Usually I have an hour or so in the early afternoon that is a little quieter whilst approvals come in for travel quoted in the morning, before spending the rest of the afternoon getting tickets issued and sent to clients.

My ‘quiet’ time is usually filled with getting the ‘not-so-urgent’ stuff done, like scheduling Facebook/Instagram posts, a few Snapchats to have a laugh, cleaning up files etc. and maybe getting a load of washing on, vacuum the house and making a start on dinner.

Kids get home around 4pm, and I aim to leave my office at 6pm, although sometimes I may head back after dinner and the kids are in bed.  The flexibility I have working from home does mean I can make my day whatever I need it to be, which is what I love and I can be there for my family 🙂

TW: What are your top tips to being efficient and productive?

CG: No procrastinating, head down-bum up, action things as they come in (once I read an email I action it), music playing all day, to-do list + diary and I colour code my emails!

And a red wine or two at the end of a busy day!

TW: How do you manage to achieve a great work/life balance?

CG: We travel a lot as a family – it’s a lifestyle and this is what we always tell our children.

If it wasn’t for me working and doing what I do, we would not be able to have the lifestyle we enjoy – at least two to three family trips a year – because a family that plays together stays together.

My days in the office may seem long, but I am always home, there for the kids and hubby, and when it’s quiet we head to the beach for a surf, and when I’m busy they help me out 🙂

2017 has seen me away every single month except for June and December!

TW: What are your secrets to creating the best client list? Are you selective or do you work with everyone who approaches you?

CG: I wouldn’t say I am selective – sometimes it might seem a good idea to consultants, however I have always said that a domestic booking today could be a multi-generational international 5-star holiday tomorrow.

I am upfront to clients about any additional fees that apply and I definitely value my time and knowledge/experience.

And my bigger tip would be to ask your best clients for referrals – they are your best advocates, and their friends will most often have similar travel styles and spend.

TW: Why did you choose a network that allows you to work mobile? What are the benefits of being a mobile travel agent?

CG: I love it and would never go back!

The flexibility it gives me, the fact that I can work wherever in the world I may be, and the fact I am my own boss and have created a great business that works for my clients and my family is all I could have wanted.

TW: What is your best advice for providing quality customer service and keeping your clients happy?

CG: I am always available and respond to my clients very quickly – whether it’s 11am on a Tuesday or 8pm on a Saturday night, whether a domestic flight or a large international trip.

I will action all emails in my inbox by the end of the day, so that when any emails that have come in overnight are ready to be actioned first thing in the morning.

My only outstanding items that carry forward from a previous day would be if I am awaiting a quote from a supplier for example.

I have done this for much of my career and it has allowed me to build my business on clients knowing they will get a response in a very timely manner and receiving a very high level of customer service at any given time of their trip.

TW: What are the most important aspects of making your business successful?

CG: Definitely word of mouth.  I am such a strong believer that this is the best form of marketing.

Yes, it does take time, but if you build your business on strong foundations of great customer service, clients will recommend you and before you know it you will have loyal, repeat clients that are referring more and more clients your way.

It’s the greatest compliment you can receive from anyone, and when I started with MTA five years ago, I had basically no database (as I had come from doing Academic Travel for 10+years bound by contracts).

Today, I have a business I am very proud of, and all build on word-of-mouth.