FRONTLINE
PAUL AND CLAIRE WELLING owners, ItsSo Travel
Paul and Claire Welling were just starting to establish a customer base for their second shop when the lockdown was announced. The pair have a shop in St Ives, Cambridge, and opened a second branch
of ItsSo Travel in The Grafton shopping centre in Cambridge last November after winning a year’s free shop lease in a Dragon’s Den-style contest. The agency, a Global Travel Group member, has furloughed the Cambridge shop manager and put recruitment plans on hold. “This came at the wrong time and has knocked us back severely,” admits Paul. The pair, who have two daughters, aged 21 and 18, at home, are now working across their kitchen table from each other in St Ives. Having worked together since setting up the business five years ago, the couple are used to spending their days alongside each other. “This is easier for us then for a lot of couples,” says Paul. All phone calls are directed to Paul’s mobile and they take turns answering. Paul adds: “We were snowed under at first, trying to cope with the sheer volumes. It comes in waves now and each day we have new clients to sort out as operators work through their lists.” Having each other to talk to has proved an enormous help, says Paul. They have also settled into a routine, with Paul at his desk from 6.30am and knocking off around 4.30pm and Claire starting later. “We’re both keen runners,” he adds. “So Claire tends to go for a run first thing and I tend to go late afternoon. I find it easier now to switch off.” For Claire, the upside of the new way of life is more family time. “We
get quality time with the girls,” she says. “It’s difficult for them. One has had university cut short and one is worried whether she will get a place. But on the flip side, it’s given us time for bonding.” The key is ensuring there is still a work-life balance, she says, adding:
“If there are no emails, we do social media or marketing and we walk away from it if there is no work; we will not sit there worrying about it.” The couple remain positive about the long term. “Most clients are fairly
loyal,” says Paul. “They understand and rebook. Some have threatened chargebacks but we’ve explained they would put a family business out of business. We’ve written off this year for new revenue and are concentrating on 2021. We are eligible for small business rates revenue grants, so should get that soon, which will help pay salaries and ongoing costs. I’m fairly optimistic about the future.”
Jimmy and Joanne
JIMMY MARTIN AND JOANNE DOOEY Jimmy, owner, Jimmy Martin Travel; Joanne, owner, Love to Travel
Joanne Dooey and Jimmy Martin are working in the extension of their Edinburgh home – and using their common love of music to get through each day. Despite running separate agencies, they are working at either ends of the
same room, and even answer each other’s phones if necessary. Joanne, current president of the Scottish Passenger Agents’ Association, and one of her managers, are answering all calls to her three branches, in Motherwell, Coatbridge and Bellshill. She has furloughed 12 staff. “My workload has got bigger now but whereas before I was always out
arranging SPAA events, I’m spending more time on my business,” she says. Joanne’s biggest ongoing challenge is to secure the government’s
emergency business rate relief funding, which she believes her shops should qualify for. “I fall into one of the loopholes as the council aggregates the rates of my three shops. But I won’t give up,” she says. She jokes: “I do get on my soapbox and so if I get on Jimmy’s nerves he goes for a walk. He’s more laid-back.” Jimmy’s relaxed approach now extends to dressing more casually each day following the switch to homeworking. “We both get up like we are going to work and are at our desks at 8.30am. The only difference is that I’m in my shorts and flip-flops now,” says Jimmy, who has furloughed his team of five. “I do miss the interaction,” he adds. ”Clients will come back to the high
street. But it’ll be different. It’s taught me a lot. There will be winners and losers in terms of who [suppliers] we deal with.” For Joanne, the experience has taught her she doesn’t need to travel as much.
She says: “I’ve proved to myself I can work more efficiently. I’m going to change my way of working. I can Zoom-call shops instead of driving two hours.” The fact Jimmy has been SPAA president twice has also helped, she says.
Claire and Paul Welling
travelweekly.co.uk
”I’m getting calls from the SPAA and we can bounce ideas off each other.” The pair, due to get married next May, are determined to try to enjoy their new set-up too. Every day they take turns to pick one of their favourite music albums for the day – with Facebook friends also helping to pick. “People have been voting on Facebook for our vinyl of the day; it’s been a bit of fun,” says Joanne. “We both like a bit of background music.” The couple were due to attend scores of music festivals, which have now been cancelled due to the lockdown. “We are big music fans and we’ve lost eight or nine concerts we were supposed to go to,” says Joanne. “We’ve rescheduled everything. That’s my whole mindset now – reschedule.”
30 APRIL 2020 15
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