NOMSA MANQELE is the owner of the Harvey World Travel franchise in Milpark, Johannesburg. She entered the industry in 2005 amidst an avalanche of change when South Africa’s airline industry followed international trends and abolished the practice of profiting from commissions on airline tickets. This change left many agencies with an uncertain future, but Manqele’s dedication and focus on service saw her through the tough times.
How did you end up in this industry?
I blame a mid-life crisis! I was at the time unaware that the travel sector was experiencing its own crisis and took the plunge.
What is the toughest lesson you’ve learnt?
No one prepared me that I would have to max out all my credit cards or that government departments would only pay 300 days later.
How has the economic downturn impacted your business?
The realisation that there is a downturn and that you now have to do more to make the same amount of money is definitely evident in the economy. We are all still chasing the same clients who now have less money to spend. To ensure that your business gets the money that is available out there, you need to make sure that you can outclass the competition. We cannot sit back and rely on commissions, so we have to ensure that our service justifies the fees charged. Perseverance and working capital from Business Partners has helped my business stay open while I found my feet in a changing industry.
How important is service in your industry?
I view service as a core product and implement this philosophy on every operational level. We are challenged on a daily basis to go beyond the client’s expectations. And the key to success is having staff members who understand the dynamics of the relationship between clients and the agency and their role as mediators and service providers. In this business you have to ensure that you have done everything in a manner that ensures that the client comes back. I schedule a monthly one-on-one meeting with my agents to ensure that their service levels remain impeccable.
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