Industry Insider: Lani Symons Vaughan from Travel Counsellors
Lani Symons Vaughan from Travel Counsellors loves the flexibility of her job as a mobile travel agent, working her own hours and having the freedom to give clients undivided attention.
“In a retail setting, even if clients make an appointment to see you, that can be very difficult. I feel like I get to know my clients better now and by the end of their trip a lot of them are more like friends, they’re not just a transaction,” Lani says.
We talked to Lani about working as a Travel Counsellor and why she is passionate about what she does.
Best part of the job?
The flexibility again! I have 2 young children and my youngest is still home with me a couple of days a week, so the ability to work around them is priceless and I don’t need to ask anyone’s permission to take time off for school events, holidays, etc. I’m also naturally a night owl, so being able to log on and do a few hours work of an evening when I need to helps me stay on top of things and suits my lifestyle. Last but not least, I also do A LOT more travel now than when I worked in a retail agency which is fabulous!
How do you stand apart from other agents?
The level of service I provide – I’ve always taken great pride in the level of service I provide my clients but there were a lot more limits on how I could achieve that in a retail setting. Now, my clients know my mobile number and know they can call me after hours if there’s an emergency, I often have gifts placed in hotel rooms for guests celebrating special events whilst they travel, I make travel packs for the plane for the children of my clients, I’ve even contacted a customer’s bank on his behalf for him when things went pear shaped for him – I go above and beyond for my clients wherever I can and it’s those little things that really make a big impression.
Challenges of the job?
Switching off – because I have 24/7 access to my systems there’s always the temptation to check emails again and again, even of an evening. And not being able to control the work flow, some weeks feel very frantic but it’s hard to turn away business because you worry it might not be there next week.
Best tips for dealing with difficult customers?
Thankfully I don’t have too many! On the odd occasion when I run into a difficult client I find they’re often frustrated because things haven’t turned out how they expected. With those clients I try and explain all the work I’m putting in to resolving their issues/concerns and I find that often helps. But at the end of the day working for yourself means you can turn away business and there have been a couple of rare occasions where I have done this because the clients think they know better or there is just no pleasing them and that’s a very liberating experience within itself!
What do you wish could change in the industry?
The perception that the public has of booking travel, not a week goes by when I don’t hear someone say “oh I do all my own bookings, I don’t need a travel agent”.
What do you want to see more of from your wholesalers?
The same level of care that I have – it frustrates me when I bend over backwards to do quote/bookings for a customer within 24/48 hours and then you get held up because a wholesaler doesn’t get back to you for days. And more staff with some companies, I waste hours every week sitting on hold – there are some terrible repeat offenders out there and at the end of the day they shoot themselves in the foot with long hold times, agents try and avoid using them eventually.
What advice would you give an agent considering to move into the homebased environment?
Do it, have faith in yourself and your ability to make the leap – you won’t regret it! If you are truly passionate about working in this industry, then you will love the freedom that comes from doing it on your own terms .
Email the Travel Weekly team at traveldesk@travelweekly.com.au
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