Westchester County Business Journal Q&A for the Corner Office
Q&A for the Corner Office
K L Travel Inc. in Scarsdale is one of many in the travel agency industry. In order to stand out in an era of unending competition, Millicent Lee Kaufman, founder and owner, had to specialize her services.
Q: How does your boutique travel agency differ from a mass market travel agency?
Kaufman: “In an era of new competition in the travel industry, changing travel demands and major uncertainty in the economy; being the owner of a travel agency has certainly not been easy. K L Travel is a small, boutique travel agency and we needed to adjust to this changing environment.
“I needed to reinvent the way I do business, to differentiate myself from online travel agencies and big, chain, mega-travel agencies. Any travel agency can offer the usual plethora of common, broad-based travel products. How could I make myself different from the other travel agencies? I needed to rethink my focus.
“In order for my small business to succeed, I wanted to create a niche, specialty travel product. K L Travel offers customized travel itineraries which cater to individuals and small groups who are looking for a unique experience such as design tours which emphasize architectural history and decorative arts with specialist guides and in depth wine tours. These itineraries allow for more cultural immersion and oftentimes are off the beaten track. These trips are one of a kind. Unforgettable itineraries help create those unforgettable trips.
“The marketplace changes regularly, especially with the Internet. K L Travel embraces the Web – the informational highway. However, the Internet is one dimensional and K L Travel isn’t. The agency concentrates on customer satisfaction. We offer quality service, reliability and a live voice at the other end of the line. We provide that thoughtful, personalized, attentive service that sets us apart from the Internet or mega travel agencies. We understand what the client is looking for.
“Being bigger in size may have its competitive advantages, but at the same time, it can be a liability. K L Travel remains small because it believes in offering convenient, friendly, well-informed service; a distinctive quality. To be different
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