In her early days of running Knock Travel, Doreen McKenzie admits she was a control freak.
“I was a dictator,” she confesses. “My way was the way of doing it.”
But a leadership and skills course taught Doreen to let go of the reins and allow her staff to make more decisions. “About 15 years ago, I realised the company’s growth was being stumped – by me,” she recalls.
“By the time I got to my desk in the mornings I was exhausted because I was working in the business rather than on the business.”
Doreen started her long career in travel as a rep for Horizon Holidays before working as a travel agent. In 1990, she acquired the two Belfast travel agencies from her then employers of 17 years, Hamilton Travel.
As the business celebrates its 21st birthday, one of the most valuable lessons the Knock Travel proprietor has learnt is to listen to her staff.
“That was the hardest thing for an entrepreneur to do,” she adds. “But now staff are confident they can deliver. It’s not my vision anymore, it’s theirs.”
When Doreen took over, the company focused on developing its own back-office and administration systems, and during the first decade all profit had to be ploughed back into the business.
In 1990 the business had four staff and a turnover of about £700,000. By 2008, at its height, it employed 24 staff and turned over in excess of £9 million.
The business now employs 21 staff and turns over £6 million, having suffered its worst year last year. Doreen attributes this to several factors: “It was not just the recession. We have a lot of government accounts and when they make cuts that has an impact on us.”
As a result the agency’s mix of business travel to leisure sales has shifted from 70:30 to 60:40.
On a practical note, Knock Travel has had to cope with a drop in staff numbers over the past two years, with five babies born to staff. Despite this, it continues to make a profit.
“What I am most proud of is my people and their loyalty,” says Doreen. “I want to thank them for making the last 21 years so successful.”
Knock Travel marks 21st anniversary
Knock Travel is marking its 21st birthday with a raft of events including a treasure hunt, a trip to dog racing, and a birthday party for up to 200 customers and suppliers.
The agency, which is setting up a 21Club for high-spending customers, is also offering a raft of special deals to celebrate its birthday, such as 21p tickets for foot passengers on the Belfast-Stranraer ferry.
On April 1, it held a party, hosted by local celebrity and Ulster Television presenter Julian Simmons, who has also worked part-time for Knock Travel.
The agency will host a 21-clue treasure hunt on April 17 around Belfast. Staff and suppliers will search the city centre, fuelled by a complimentary breakfast at Jurys Hotel, before ending at a secret venue for lunch.