I doubt that anyone in small business would disagree with me. Being a small business owner is a journey. It is a constant rollercoaster ride with thrilling and exhilarating moments and achievements, but also challenges.

Often we are so busy working, looking after others, producing an income that we do not set aside time to look at how far we have come and where we are heading, let alone think about what we really aspire to.

Jen Watson, Helloworld, Bentleigh and YTM Sponsor

Being a business owners has similarities to being a traveller.

There is no doubt that travel provides an education well beyond the classroom. We are pushed out of our comfort zone by facing into the many challenges and opportunities provided through intense and practical ways.

Resourcefulness is certainly an attribute that both travellers and business owners both need to develop, along with patience, respect, flexibility and determination.

Today, I would like to introduce you to Jen Watson, owner of Helloworld Bentleigh and YTM Sponsor.

Jen will be sharing her insights at the YTM event on 31st March about her experience in building her business, where she now employs 7 staff, across two branches.

How did you get into the travel industry initially, Jen?

I grew up and worked as a teenager in the family travel business – and though I drifted off into education for a while, I was drawn back to the travel industry in my early twenties – first as a tour leader in Japan, and then as a Holiday Travel Consultant. I was asked to manage my first agency at 27 and then moved into corporate travel in my mid thirties. It wasn’t until I was in my late forties that I was given an opportunity to facilitate “performance groups” in travel, and I discovered that I love the business of “business”.

“Why” do you do what you do ? What made you want to have your own business?

That experience in Performance Groups made me yearn to “walk the talk”, so when an opportunity came up to revive an ailing business with a lot of potential, that just happened to be located 6 minutes from the house we were building at the time in the Yarra Ranges – I jumped at it. It’s the best thing I ever did. That little agency, which was struggling to survive week by week, is now a thriving business employing a team of 5 exceptional people. The Manager of that team has been nominated 3 times for the Helloworld Group Manager of the Year, and in 2018 she won both the State and National Titles. This year that store is also nominated in the Agency of the Year category for the Helloworld group. Following on from our success in 2018, Helloworld asked us to open a store in Bentleigh, and given that I have a family connections and a network of friends in the area – again I jumped at it.

I am sure there are things that really give you a “buzz” about your business. Could you share 2 or three things with us?

Obviously, that recognition by our peers is quite exciting, but my greatest joy comes from the team that I have built around me. Giving these people an opportunity to shine and seeing them step up to that challenge is by far the most enjoyable part of the business.

Next is the impact the impact that we can have on our Customers lives. The care and attention that we apply on every single booking that we manage makes the difference between a trip and a holiday. There are a myriad of influences outside of our control when we are travelling, but I know that if something goes wrong for one of our clients (could be accidental, political, medical or climate related) my team are always at the end of the phone to help. It might be just to call the hotel and get a room changed that is near the escalators and a bit noisy, it might be to go to bat for a refund on a day tour that was cancelled because it rained, or it might be too arrange for a medical evacuation back to Australia – nothing is too much trouble for my team. We take the approach that, these days, anyone can book their flights and accommodation and even their cruises and tours online, but we don’t know what we don’t know, and our knowledge, experience and care means that our clients are not left out of pocket when travel suppliers collapse, or when the hotel that looked really good in the pictures turns out to be hovel. And all that additional peace of mind costs no more, in the long run, than booking it yourself.

And thirdly, is the impact we can have in the local community, by supporting community organisations, facilitating community programmes and contributing our time and energy towards community initiatives.

As you know at Your Time Matters, we believe conversations, connections and knowledge enrich lives, personally and professionally and can impact on the lives of others, helping them learn, grow and achieve what matters to them. What impact would you like your business to make?

Travel is a life enriching experience. People who travel tend to develop empathy and a deeper understanding of other cultures. Travelling lets you disconnect from daily life and is good for mental health. Travelling provides opportunities to be learn resourcefulness and think differently. If we can enable more people to take advantage of these benefits, at the same time as providing an interesting career path for my team, and making a difference in the community, I will feel like we have made an impact.

In 3 years time, where would you like to see your business?

I’d like to see us being a profitable across both stores and firmly embedded into the communities in which we operate. We’re well on the way in Monbulk through our association with many community and sporting groups; council and Bendigo Bank - so our growth in the Bentleigh area is our focus right now. Once we can get Bentleigh to that position, we will have an assured career path for our team and a base from which to launch some exciting community projects and volunteer programmes which we are planning in the future.

Can you give us one tip on how to manage your time as a busy business professional?

I employ a team who are good at the things I’m not, I focus on the stuff that I’m good at and that I enjoy, and I outsource everything else.

What value do you see in building a community?

Building a community is essential to growth, obviously a community can build a pipeline of prospective business, and that is valuable, but it also brings access to knowledge, expertise and experience, the value of which is enormously difficult to quantify.

Please share your favourite quote with us about time or business .

Change Nothing and Nothing Changes

I love change, it brings with it so many opportunities and challenges. Bring it on!

How can people connect with you?

Jen.bentleigh@helloworld.com.au

Helloworld Travel Bentleigh Website

Come and meet Jen in person and benefit from her insights on the importance of -