Homeworking Guide: What’s it like to be a home-based agent?

How does homeworking suit agents? Juliet Dennis finds out

Ded Findler, personal travel consultant, Hays Travel

“We took each day at a time, and we’ve gone from strength to strength”

Q: What’s your background?
A: I’ve always worked in sales roles directly with the public. I’m a people person and love the customer-facing environment. I previously worked as a regional sales manager, which gave me the right attributes to be a PTC. My husband and I owned a hotel in the UK and have both worked in hospitality and retail.

I joined Hays in October 2022. Looking back, this was always going to be my forte, as many moons ago, I was lucky enough to do work experience in a travel agency.

Q: Why did your daughter join the business?
A: Beth joined me in March 2023. She was looking to leave her job and wanted a career change, so it fell at a perfect time. She had a passion for travel and was always the one on the laptop looking for our family holidays.

Being younger, Beth was the perfect person to help me on the social media side of things. I found it a struggle creating sharp, snappy posts. It seemed right for her to do it, as she has grown up with technology and social media. Having us both on board has really boosted the business.

Q: What was the first year like?
A: After my training, I doubted this was the role for me, as there was so much to learn. The first year was a complete whirlwind – trying to build a database and attract the right market was a challenge. But we found our niche and ran with it.

We took each day at a time, and we’ve gone from strength to strength. It hasn’t been an easy ride, but we can now say this is not just a job, it’s our passion!

Q: What’s it like working with a family member?
A: For us, it’s a dream. We’re strong in different areas of the business; we couldn’t do it without each other. I can’t say there are never fall-outs, but you get that in any business.

This past year, it has been a struggle getting a routine in place, as there are no set hours for homeworking, but now we are both on the same page, it works amazingly well. We work in the same room and live in the same house, so we’re with each other 24/7. If anything, it has brought us closer.

If I was to give any advice for going into business with a family member, it would be make sure you have a strong relationship and don’t clash. You have to be able to communicate and make decisions together.

Dianne Cox, Silver Travel Advisor

“I resisted homeworking until Covid – now I wouldn’t change it”

Q: What did you do before becoming a homeworker?
A: I’ve been in travel since I went to work for my local Co-op Travel at 18. I had a rocky start; I was made redundant during the break-up of Yugoslavia and was in and out of work for two years until getting a job with Lunn Poly. Over the past 35 years, I’ve worked in multiples, business travel and for a US and Canada specialist.

Q: Why did you switch from high street to homeworking?
A: I worked for a multiple on a zero hours contract. After Covid, I wasn’t needed in the shops, as they were keeping costs low to recover losses. Technology changes meant I could work from anywhere, so it was easy to work abroad – we spent a lot of time in our Spanish apartment.

Q: How have you built your client base?
A: I joined Silver Travel Advisor in January 2023. As I’d only been working in branches when needed, I didn’t have a portfolio of customers. I needed a company that provided leads and was flexible with hours. I’ve slowly built a client base.

Initially it was hard, as I don’t have social media accounts. The excitement of being in a new team was motivational. I attend local events and leave brochures and business cards.

Q: How do you juggle a second job?
A: In 2019, I retrained as a mortgage and protection advisor, working hours of my choice from home. It requires planning but a balance is achievable. I divide the week into a few days for each job. I resisted homeworking until Covid forced my hand – now I wouldn’t change it.

Sasha Baldwin, Kudo Lifestyle, Inteletravel

“I start planning clients’ second holiday before they finish their first one”

Q: What’s your background?
A: I’ve always had a fascination with travel, which began in my backpacking days around 1999. I landed in Sydney and I was supposed to be away for nine months, but decided to add on Bali, the Gili Islands, Malaysia, Hong Kong, Thailand, Vietnam, Laos and India – and came home 18 months later. I joined in lockdown.

My concierge business, Kudo Lifestyle, already had an element of booking travel, so it felt like a natural progression. I wanted to show people that booking through an agent was not an added expense.

Q: How have you grown your customer base?
A: Trust and loyalty starts in your local community with friends and family. As soon as I do a great job for someone, I start talking about ideas for the next holiday – and ask them to recommend me. Word of mouth is beyond powerful in this industry. I like to think Kudo grows with my clients at whatever stage they might be in their lives.

Q: What hours do you work?
A: I probably spend at least five hours a day researching and checking availability. Usually, I will follow up with a call and email to make sure I have the correct information, and that everything is in writing so there are no mishaps down the line.

I often work late to get the job done. But as long as you give clients realistic timelines, you can take the pressure off.

Q: What’s the secret to being one of InteleTravel’s top sellers?
A: I love what I do. I always go the extra mile for my clients and I’m not afraid to tell them what I can do. I tend to start planning their second holiday before they’ve even finished their first one.

Click here to read the 2024 edition of the Guide to Homeworking.