Personal Travel Manager – Mobile Travel & Cruise Specialist

Name: Lana Kanchik
Position: Personal Travel Manager
Website: travelmanagers.com.au
Location: Gold Coast, Qld, Australia

I solve various problems that may arise due to unforeseen circumstances. It can range from rearranging a customers’ itinerary, if they stuck in a destination hit by a natural disaster, to a sudden flight or a tour cancellation. I had customers calling me in the middle of the night from another part of the world. Being in the travel industry for so many years you expect these things to happen, although you hope they never do as you want your customers to remember their holiday for the rest of their lives. If such situations arise I have an emergency plan in place so I handle challenging situations with minimum or no impact on my customers’ holidays.

What products/services do you offer?

Absolutely anything, travel-related. Be it a single one-way bus ticket to Melbourne or a large group tour around the world!

Why did you start your business and how long have you been running it?

My passion is to help customers and nothing satisfies me more than the clients’ positive feedback about their trip. Prior to running my current business, for over 5 years now, I spent approximately 25 years in the retail management sector. I’ve dealt with challenging and rather difficult customers over the years but that’s how I developed my passion to help people. If you think about it, what is a difficult customer? It’s really the same customer as anyone else that requires just a bit of a soft touch and love and care. Based on these factors, when the opportunity presented itself, I set up my own business.

What struggles do you think most businesses face in your industry and what would you say they need to do to overcome them?

I think the most struggle the people face in the travel industry is obtaining new clients. For me personally, the Social Media hasn’t been that effective as for other business owners that I know. My business mainly survives on my existing customers’ regular travels and their recommendations to their family, friends and work colleagues.

What has been your greatest accomplishment?

I guess I have 2 greatest accomplishments. In business, it’s when I’ve organized a wedding in the Maldives for a couple of my customers and their guests, which was a great success. On the personal level, it’s the fact that I was able to give my kids the best education, me and my husband could possibly give them, so now they’re on the way to have their own respective successful careers.

What has been your biggest ‘fail’ so far?

In my opinion in business, there’s no such word as “fail”. I’d call it a roadblock. I had a few roadblocks, since starting my business. From there you learn that If you do not see light at the end of the tunnel, consider it an opportunity to create an opening yourself, wherever you want.

What do you love most about your business?

Organising an unforgettable holiday for my clients and travel around the world on a work famils

What do you find most challenging?

Acquiring new business through Social Media platforms

How do you promote your business (please include as many details as you can)?

I promote my business on Social Media platforms, mainly on Facebook and Twitter, however the newest business I acquire is from networking, fundraising events, direct mail marketing to existing customers and referrals.

What business skills do you have (eg. graphic design, customer service)?

The business skills I have are mainly customer service, people management and mentoring. Some of the team members that worked with me, when I was in retail management are now successful store and area managers of their respective companies.

What software did you/your designer use to create your website (eg. WordPress, Wix)?

WordPress

What are some of your favourite business tools and apps?

None. I like face to face contact with my clients.

What do you like about your website and what’s not working for you?

I must say I’m really happy with my website in it’s current format as recently it underwent quite a bit of an overhaul. The parts of it that didn’t work were either updated or removed completely by our amazing marketing team.

What lessons have you learnt during your time as an entrepreneur?

I’ve learned a lot of lessons while being an entrepreneur, but I guess for me is not to let the noise of other’s opinions drown out your own inner voice.

What key tips for success in business would you like to share with others?

In my opinion the key tips for success in business are to have the courage to follow your heart and intuition. It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.

What is the one thing that you want everyone to take away from this post?

I guess one thing that everyone can take away from this post is that the best way to predict the future is to create it.