1) When did you get started in your business? How did you get into this business?
In 1995 while living in Maui, HI by myself and commuting to Portland every 6-8 weeks to see / visit my family, an opportunity to become an Independent Travel Consultant in the comfort of your home (home based) opened up and I grabbed the opportunity to join and have my own Travel Agency. I started booking for myself, family and friends. Later on that year, it was time to go back home. I enjoyed what I was doing so I decided to continue with my travel agency business and haven't stopped since. The business has grown tremendously.

2) What products or services do you provide to your customers?
I am a full service Travel Agency. I am a Master Cruise Counselor, my niche is Group Cruises for those who want to celebrate birthdays, reunions, weddings, anniversaries, friends & families who want to travel together. Leisure travel / packages any where in the world is also a big part of my business which include air, hotel or condo, car or transfers and tours or activities if the client want to book them in advance.

3) What do you find most challenging about the work you do?
Finding a perfect match for what my client needs or request is most challenging in my line of work simply because what is good for one is not for the other. The next most challenging is when my clients find something in the internet / web and without checking it thoroughly expect to meet or beat what they find. Most often I am able to do that but I have to be just honest with them if I can't because I want them to get the best deal out there so they will come back to me & trust that I am working for their best interest. Lastly, when I get referrals from my clients, I challenge myself to perform and do better so as to meet their expectations.

4) How does your business differentiate itself from competition?
Customer service, listening, thorough research and paying attention to details is where I stand out. My goal is to under promise and over provide. I try hard to educate and be thorough with my clients so they understand & know what to expect in their trip and advice them what to do if things are not acceptable. I advice them how they can save during their trip and places to go where they can get things that they are looking for.

5)  Why does your firm have loyal customers?
I treat my loyal customers with honesty and work on their trips as if I am the one going. I deliver what they expect and more and I make sure that I meet them personally and indulge them with some surprises when I deliver their documents even if such can be done by mail or email. I make sure that their questions are answered and their needs are met before they leave for their trip. Lastly, a follow up after their trip is as important as taking care of them before they leave on their trip.

6)  What trends are you seeing in this industry?
Clients are coming back again to use travel consultants more so than before even with the strong presence of the internet because they are finding out that when things go wrong, without a travel consultant they are on their own. My clients are now realizing that using a travel consultant does not cost any more than what they find doing their own research.

7)  What are some of the most important lessons you've learned in this line of work?
Listen & listen hard when you qualify your clients because this is their trip not yours. Document, ask and inquire, to find what their needs and expectations are in this trip. Never assume and double check to make sure your are searching and researching exactly what they are looking for. Get confirmation and approval of your findings before getting payments and always offer travel insurance. This saves a lot of headache just in case...