A 2 minute chat with a winning Canadian travel agent who loves the biz—and it shows. Open Jaw recently chatted with Karen Fullerton, Manager of Sears Travel in Windsor, Ont
Karen Fullerton
What was your first job? I worked at Stinky Pete’s restaurant as a dishwasher when I was 15!
How long have you been in the travel business? Since 1976.
How has the business changed since you got into it? I think people are more informed now, they’re better traveled because everything has been in their grasp – it used to be something other people did. And they’ve become more demanding.
How do you keep up on industry affairs? I go to a lot of functions, especially those in Detroit. It’s a different market…very professional.
You are the biggest Sears Travel Agency in the country. What’s your key to success? I have 12 staff and 11 of them have been here for at least five years, so consistency pays off. Plus my staff are very computer literate, which is especially necessary when dealing with American suppliers.
What drives you crazy? January, when customers are lined up out the door! We can do $1.5 million in a month. It’s just craziness.
How do you cope with that? We’ll tell people how long the wait is likely to be. I’ll even spring for them to go get a coffee and come back.
What was the best piece of advice you ever received? Don’t go into travel to travel! And be ready to change because this business changes every day. Also, as I tell my staff: don’t judge a client’s budget based on your own.
What do you do to keep your clients loyal? Give them good, consistant service. I had somebody in today who said she wanted to go to a particular resort and I told her she wouldn’t enjoy it because I know her. I’d rather lose a customer.
What’s your greatest strength? Not being afraid to do exactly what my girls do. I’m not afraid to stamp brochures.
What keeps your team happy? Laughter, we’re big on laughing here. We’ve had some crazy things happen – and you have to just take it and laugh.
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