Your Stories: Brilliant Travel’s Suzanne Smith recently celebrated 50 years in travel
The homeworker shares advise for those starting out and recalls booking holidays for Princess Diana
Tekef
The homeworker shares advise for those starting out and recalls booking holidays for Princess Diana
Q. What is your background in travel?
I left school and began work as a junior clerk at Frames Tours. Starting in 1972 was so different from starting now: all I was allowed to do was stamp brochures and make tea and coffee – and I couldn’t talk to customers. I did that for a couple of years before progressing to the point where I was allowed to book people’s holidays.
The shop was sold to Lunn Poly, and I stayed working there, leaving for two short spells in the 1980s when I had my daughters. In 2001, I became a homeworker at Hays Travel and remained there for 18 years. Then in 2019, I started as a homeworker at Brilliant Travel.
Q. Why did you become a homeworker?
I loved working in the shop at Lunn Poly, but my mother was quite elderly at the time and needed looking after, so when the opportunity to do homeworking came about, it felt like the right time for me to take it. I’ve never looked back; I absolutely love homeworking and I don’t think I could go back to working in a shop. I would certainly recommend it to anyone who is finding the shop lifestyle too much.
Make each customer feel as if they are your main focus. It doesn’t matter whether it’s a long-haul holiday or a week in a caravan
Q. Who are your customers?
I have a lot of clients who have been with me since I started working at Lunn Poly, as well as some I got through Teletext when I was at Hays. But most of my customers are from the traveller community. That has been a great market to tap into, as I’ll send one of them on a holiday, and then someone else will want to go and so on.
I’ve now built up a massive bank of people from the traveller community, who have a lot of money to spend. It’s been fantastic and all of them have been absolutely lovely. It has also meant I don’t have to bother advertising as I get all my clients through word of mouth, which is such a bonus.
Q. Who has been your most famous client?
When I was about 18 and working in the shop at Lunn Poly, Princess Diana and her dad and sisters used to come in regularly to book their holidays. It was long before she became a princess.
I remember it clearly – she was so friendly. There was nothing snobby about the family, they were just down-to-earth, lovely people, and they always came to us when they were booking a trip.
I am also proud of having had clients stick with me since I started out and still booking with me
Q. What has been the biggest change in the industry in the last 50 years?
Definitely the use of computers, which didn’t exist when I started out. We had to fill everything in by hand when I began my career, and I have vivid memories of trying to get hold of Thomson on the phone on Saturday afternoons, which used to take hours. I’ve had to learn so many different systems over the years. It’s been challenging, but I’ve managed.
One wonderful change is that agents don’t have to start out stamping brochures and making tea like I did, and they are allowed to get stuck in straight away and speak to customers. Things change so frequently and I’m still learning, even though I’ve been doing the job for 50 years. You have to be able to adapt to different systems and ways of working in this industry.
Q. What are the proudest moments of your career?
I was the top seller for several years while I was working at Lunn Poly, and then I was the top-selling homeworker for three years while I was with Hays. Now I’m in the top-10 sellers at Brilliant Travel, which is a huge achievement for me.
Being successful for every company at which I’ve worked is a highlight of my career. I am also proud of having had clients stick with me since I started out and still booking with me after all this time.
What advice would you give someone starting their career in travel?
You only get out of this job what you’re prepared to put in, so I would advise anyone considering a career in travel to give it your all. It’s important to make each customer feel as if they are your main focus. It doesn’t matter whether it’s a long-haul holiday or a week in a caravan, they all deserve your expertise. Don’t forget, you never know where a booking will lead. A Butlin’s booking one year could turn into an expensive honeymoon a few years later, and if customers feel they have had a good experience with you, they will come back.
You must also have as much knowledge as possible about the destinations you are suggesting. Customers want to hear the pros and cons of a place, so they can make an informed choice. Learning about each destination will make you a better agent and will ensure customers return. The industry isn’t for everybody, and you have to have patience, but if you give it your all, you can have the most amazing career, travel all over the world and meet some wonderful people.
