How I Did It
by Kimberly Kane

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Q: Why did you decide to become a home-based travel agent?

A: In 1998, the agency I was currently working for decided to close my branch. It was a small town that couldn’t support the space rental in the front of the local Wal-Mart Super Center.

At the time, I was pregnant with my first child. My husband and I had always said that at least one of us would stay home with the kids, so I took this opportunity to take the 72-person client base I’d built during my two years at the agency and went home. I began as an outside agent for the company that closed my branch, but I realized something very quickly: They didn’t care about me, my clients, or my ideas or suggestions. After six months of dealing with poor support from my host, I began researching the necessary requirements to go solely independent.

My son was born in January 1999, and I “opened the doors” of Personal Travel in March of that year, with a CLIA kit and a determination to succeed.

Q: What benefits have you seen from your decision to focus on key suppliers like Sandals?

In 1999, it wasn’t cool to be home-based. Even though I had experience with a storefront agency, most suppliers wouldn’t give me a second glance. As soon as they found out I was home-based, I would get replies such as, “We don’t work with home-based agents.” I found a handful of suppliers that were willing to give me a chance, specifically Sandals and Beaches.

The odd thing is that, before I went solo, I’d never booked even one Sandals or Beaches. But, they still gave me a chance. I did my first bridal show in July 1999 and held a “Sandals Night” in the basement of my home following that event. A representative of the company came to my home (which is no small task to find) and performed a full presentation for the 22 people I’d recruited from the show. Because of the support they showed me from the very beginning, I have given them the same respect. Not to mention, they offer a quality product. Now, eight years later, I am one of the leading producers of Sandals and Beaches in the country.

And, because of other home-based agents like me, other suppliers are waking up and realizing we ARE a viable distribution channel! Focusing on key suppliers has increased my clout and commission levels. Since I channel my business to my preferreds, they tend to take notice of me more. They are anxious to keep my business coming through their doors, and they’re willing to negotiate to make sure that happens. I receive fantastic co-op benefits, higher commission levels, and superb agent incentives. I even have a Sandals “Beach Mobile” that was wrapped and paid for by my marketing funds! Now, that’s a benefit!

Q: What’s been the biggest challenge for you as a home-based agent?

A: I’d have to say my biggest challenge is knowing when to stop working. Since the office is such a short commute, it’s easy to slip in and answer an email or finish up a detail. And, with the level of volume I do, it’s inevitable that people will call at all hours of the day or night. This is a challenge for me, because I have a difficult time NOT answering the phone. But, I’ve learned that you must set forth guidelines – and stick to them!

Q: Can you describe your business (e.g., do you operate solely from home, how many outside agents or inside employees work with you, etc.)?

A: I operate solely from home. After exponential growth during the first four years of my business, I needed more space. Originally, I was in a spare bedroom in the basement. Now, I took over my husband’s garage (actually, he gladly gave it up) and turned it into a travel oasis. I also hired two people to work for me on site: an assistant to take care of back-office tasks and an additional front-line agent. I also host other agents with a “personal” touch. Currently, I have three outside agents, and I’m hoping to expand my family soon.

Q: What pieces of advice would you offer others who are considering a career as a home-based travel agent?

A: The number-one piece of advice I can give you is to realize that just because you love to travel doesn’t mean this is the career for you. We are no longer in the “travel business” – we are in the “people business.” Some qualities you must possess to be successful are people skills, a great attention to detail, and a competitive spirit.

Also, if you are new to the industry, you should definitely consider a host agency, at least temporarily. In most cases, they can be a great resource and can offer support as you need it. Plus, it gives you the opportunity to get your feet wet without a huge investment.

One of the best things I did was to join OSSN. They have been an invaluable resource. Being able to connect with agents who share similar ideas and challenges is a priceless benefit.

(Photo credits: Kimberly Kane/Personal Travel)