Being a successful homeworker requires a number of attributes: flexibility, dedication, common sense, enthusiasm and a great sense of humour. But above all, you must be in the job because you love travel, almost to the point of being an ‘anorak’.
Be disciplined
Step away from the television. There are some days of the year when watching TV or doing an odd job around the house is possible, but only rarely.
My advice would be this – if it is quiet, divert the home phone to your mobile and get out for some fresh air. You might just meet someone while you’re out and pick up an enquiry.
Have the correct working environment in your house
Working on the kitchen table might be okay for some, but it makes achieving that healthy work/life balance very difficult. You need a suitable location – a small office that feels like work rather than home and has plenty of natural light is ideal.
Try the spare bedroom or a study, get a comfortable chair and keep a radio handy. It keeps you in touch with the world and can keep you company.
Be organised
An early start works for me. The phones don’t ring much before 9am and this gives me time to do any administration work and get my outgoing post ready.
Getting documentation out on time to clients is vital. Log all of your enquiries on a sheet and prioritise them. It’s possible to work on one enquiry on the computer while holding on the telephone to get the answer to another.
Send out clear and professional documentation
Make sure you send clear and relevant correspondence to your clients. This should include the departure and arrival airport terminal name or number, length of flight, seat number – where applicable – and flight duration.
Go the extra mile
There are a number of ways to satisfy clients. First, you must focus on them and their interests and make them feel special. Make sure the client knows they are in good hands and let them have the benefit of your experience when they book with you.
Contact hotels directly with specific room requests. You might be surprised at the responses you get.
Keep up to date with news and products and make good contacts
Be interested in changes in the industry and embrace them – they are made for a reason. Good in-depth product knowledge is vital if you want to succeed, and many successful homeworkers work in a niche market.
Good contacts aren’t always easy to find, but when I find a like-minded person, I give them plenty of business. Sometimes two heads are better than one.
Be honest
Give clients an honest idea about how long it will take you to get back to them, or if you don’t know the answer immediately, tell them so. They will admire you for your honesty.
Similarly, if you feel your client has picked a holiday that is not suited to them, say so, but be prepared for them to book the holiday with someone else.
If this happens, ask the client to let you know how their holiday went. Most will ring you back to say you were right and their holiday was not up to standard. They will definitely book with you next time.
Don’t buy business
A good homeworker does not need to ‘buy’ business. It is possible to trade at a good mark-up if you are confident in the quality of what you provide. It is not good practice to go to the lowest bidder.
Quality service costs little more than standard service and gives the clients that wow factor. The lowest bidder is often disorganised, does not have much product knowledge and sometimes uses suppliers for ground arrangements which do not deliver the best levels of customer service.
Your clients deserve the best and you will find people are prepared to pay a little more for quality service. Once you get your head around this, you will find a lot of your business comes from referrals.
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