“We need to lead by example”: Penny Spencer talks staff retention and diamond days
Ten years ago, Penny Spencer, managing director of Spencer Travel, decided to devise a plan to tackle staff retention.
The obvious course of action, she thought, would be rewards and recognition. So, on their tenth year anniversary she would give her loyal staff members a gift.
But what to give them? What would she like to receive as a reward?
Her answer was simple: diamonds.
“I came up with the idea of putting a thousand dollars a year away for each employee,” Spencer told Travel Weekly.
“That gives you 10 thousand dollars on the tenth year, which can pay for a one-carat diamond. It’s not a huge investment, I don’t think, to get a great reward at the end of the ten years.”
And it seems to be working because Spencer has given out a whopping 10 diamond rings so far.
“I’ve had three of them this year, in fact, I had one celebrating her ten years last week. I had one a couple of weeks ago and another one about two months ago,” she said.
Which is pretty impressive seeing as more than two-thirds of Australian employers said they have seen an increase in staff departures.
This may be because only half of Aussie employers have staff appreciation and wellness programs.
And we bet MUCH less than that have diamond programs.
“Staff retention is really important because it keeps the momentum going with your clients,” Spencer told us.
“For instance, the best part for a client is that they have the same consultant and they’re not constantly changing to different consultants, which can be quite disruptive.
“Happy staff equals happy clients, which equals profit on your bottom line.
“Clients don’t move if your staff aren’t moving because they’re happy they’ve got that same staff member. I mean we’ve got clients that have used the same consultant for 10 plus years.”
So how does Spencer make sure her employees are happy? (besides offering them diamonds, of course)
Celebrate EVERYTHING
At Spencer Travel, they’re big on celebrations.
“We celebrate everything. Birthdays, anniversaries, whatever it is we celebrate it,” Spencer said.
“We also celebrate when we’re doing well, or when we’ve won a new client. We have a lot of champagne and a lot of cakes.”
Communication is key
To make sure her employees feel they are being heard, even when they are afraid to speak up, Spencer uses software called TINYpulse, which sends anonymous feedback to management.
“I won’t know who has put a comment in Tinypulse, but I can reply to them and we can have a conversation around whatever it might be but its anonymous,” she said.
“That’s been a good thing for the business and the fact that people feel they have a voice and if they don’t want to tell me something to my face helps reinforce our open-door policy.”
Say thank you
TINYpulse also has a feature called ‘Cheers for Peers’ where you can send someone a little note praising them.
Spencer said all her staff get use out of this feature.
“It’s not just me sending a thank you, people send each other thank yous and that’s really important,” she said.
“Saying thank you to your staff is important”
Lead by example
Part of having an open door policy, according to Spencer, is being transparent with your staff and leading by example.
“Do as you say. As a leader, don’t promise you’ll bring in a new fridge, for example, unless that’s what you’re going to do,” she said.
“Lead by example.
“I don’t think its right for me to do something that I don’t think the staff should be doing. We need to lead by example,” she concluded.
Email the Travel Weekly team at traveldesk@travelweekly.com.au
penny spencer spencer travel staff retentionLatest News
Voyages celebrates 40 years at Uluru with two new immersive experiences
No plans for celebrating your 40th this year? Here's a hot tip from us.
SkyDeck: The inflight entertainment you could never have imagined
Forget those external cameras you can live stream while in the air... With SkyDeck you can check it out for yourself.
Second Boeing whistleblower dies of ‘mystery infection’
Joshua Dean died from a fast-growing mystery infection on Tuesday.
Aussie winners of American Airlines ‘Sell Your Way to the USA’ announced
Show me the money! For the winners, Sell Your Way to the USA was worth getting involved in.
ANZCRO celebrates 30th with special edition of iconic New Zealand Book
Choice bro! ANZCRO celebrates its 30th with a special edition of its iconic New Zealand Book. Chur!
Room to move at Cairns Harbourside Hotel with ‘spacious’ new family package
Moody teens can eat two-minute noodles while younger brothers and sisters get to eat free with mum and dad. Win, win!
A&K unveils lavish around the world wildlife adventure in private jet
The kind of holiday that if you need to ask the cost, you probably can't afford it.
Flight Centre and Reforest hit one million trees target early
Nice one Flight Centre, we think you've earned an early Friday knockoff.
New cruise options spearhead stacked APT 2025 program
Just in case you thought you were running out of cruise itineraries, APT's here with a fresh batch.
Travel Weekly announces a new team to helm Australia’s No.1 travel trade title
Some shameless self-promotion from us, but we thought you needed to know who's bringing you the news.
IHG reveals plans for Brisbane’s first Kimpton in 2028
Just another reason to book that trip to Brisvegas. But don't jump the gun, it's not open until 2028.
Cruiseabout’s first store in five years opens in Perth
Perth gets a break from being behind the rest of the country with the addition of the first Cruiseabout store.
ATAS complaints process acknowledges non-economic loss
A High Court case win over 'disappointment and distress' on a cruise gone wrong prompts ATIA complaints change.
Cunard previews new Queen Anne
Yep, this one does exactly what it says on the tin.
Bunnik Tours unveils latest expansion to Iceland
Just as the Icelandic vikings did many years ago, Bunnik is expanding into new territories.
Australia’s first glamping retreat turns 25
25th anniversary gifts usually come in silver. Ours comes in the way of a news story.
Embrace the journey: Traversing the world with the Shokz OpenRun
If you’ve been on the wrong side of a final call in the airport, or missed the stop on rail journey, it might be time to invest in a pair of Shokz OpenRun headphones. Originally marketed as headphones for fitness fanatics, runners or cyclists with a keen to steer clear of a prang with a car, […]
Tourism Western Australia MD Carolyn Turnbull departs
Turnbull hints her new role will see her staying in the tourism and hospitality industry and who can blame her?
DriveAway launches Brit-Euro Blitz campaign
If agents can put the foot down quick enough and get involved, there are some great prizes to be won.
Fly and Stay Free with the Great Southern
Unlike those dodgy scam phone calls you're getting more and more of, there's no strings attached to this deal.
Sober travel and TikTok guide Australian Gen Z trips
Can you call it a sober holiday if you enjoy a few glasses of red on the flight? We think yes.
Travel DAZE Exec Agenda REVEALED: top execs to speak on airline competition
As the industry reels from Bonza's implosion, it is more important than ever to ask the big questions.
TTC: Deals are driving up demand for September trips
The latest market research from TTC Tour Brands shows interest in international leisure travel remains high for 2024, with 77 per cent of Australians over 18 still planning trips this year. Notably, 28 per cent of those travellers are eyeing September for their journeys. Europe continues to be the most popular destination, with 68 per […]
Skroo says Rex will need deep pockets to fill lost Bonza slots
The door is open for Rex, and anyone else who wants to launch a regional Aussie airline...
Sno’n’Ski Holidays unveils 2025 mega famil to Colorado!
Let the games begin - this is certainly not a famil that you will want to miss!
Walk Japan launches Kyoto: Mountains to the sea walking tour
There are two types of people, one who enjoys walking on holiday and another who enjoys sipping Mojitos by the pool.
Which destination had a 48% boost in bookings following 10 MILLION TikTok views?
Here's a clue: it's not Malabar Beach.
Asher Telford appointed General Manager of SeaLink Whitsundays
Telford has plenty of reasons to smile after SeaLink doubles down and makes him GM after buying his tourism operation.
Qantas ‘working urgently’ to fix app data leak
Qantas is looking into customer reports that passengers have this morning been able to access other passengers’ personal information on the airlines app. X user Lachlan posted that he was able log into different accounts every time he opened the app. My @Qantas app logs me in to a different person each time I open […]
Hilton Expands Presence in North Queensland with the signing of Hilton Garden Inn Townsville
Heading to a North Queensland Cowboys clash? Hilton Garden Inn Townsville is set to open, but not until 2026.
Rail Europe ANZ: making dream journeys come true
Rail Europe's running a lottery! You're not going to win millions, but you might just snag a free holiday.
UPDATE: Bonza hole deepens as administrators investigate financial affairs
Administrators dig deeper as struggling airline unlikely to be revived.
Revamped Wailoaloa Beach hotel opens as Crowne Plaza Fiji Nadi Bay Resort & Spa
Crowne Plaza Fiji Nadi Bay Resort & Spa is open and ready for bookings after the first phase of a multi-million-dollar transformation. Part of IHG Hotels & Resorts’ premium collection, the transformation has seen the completion of 106 guestrooms showcasing contemporary interiors reflective of the premium Crowne Plaza brand and is a first for the […]
Nielsen Data reveals brands spending big to attract Aussie tourists
Trip A Deal, Virgin and Ignite Travel walk into a bar, blow their cash on travel advertising instead of the pokies.
Kamalaya Koh Samui clinches clutch of wellness awards
Kamalaya Wellness Sanctuary & Holistic Spa has so far clinched five prestigious awards in 2024, including being inducted into the ‘Hall of Fame’ at the World Spa & Wellness Awards in London. Founders of the Koh Samui sanctuary and spa John and Karina Stewart expressed their heartfelt gratitude for the awards. “We are profoundly honoured […]
Jetstar offers 200,000 return for free flights to celebrate 20th anniversary
Jetstar hits 20 and everyone else gets the presents with free return flights to domestic and international destinations.