Working with family: agent shares his best advice for success

Ralph says he has gained much experience on navigating life in a family business and strives to make such a partnership successful for all involved.

“It’s good cop, bad cop sometimes – but it works,” he says. “The number one thing my mum has taught me is resilience. Our industry is fraught with challenges; you face stumbling blocks every single day. But you need to keep on going.”

Ever his champion, Helen has also given Ralph the confidence to harness his own strengths and ask for help when needed.

“She’s always told me to be my own person. You can’t do everything; not everyone is going to be the best salesperson or the best accountant. But do what you can do well.”

The age gap between Ralph and his mother has had an unlikely positive effect on the business too. While Helen boasts a wealth of knowledge from 40 years of experience in the industry, Ralph says he brings more technological expertise to the table. His younger age has also been instrumental in targeting a different clientele.

Before he joined the business, most of Hops Travel’s customers were over 75. Ralph has since been working to appeal to Millennials and Gen Z by dispelling misconceptions younger consumers may have about travel agencies.

“I’m keen to show more people what we actually do; we can save you time and money, and we’re not necessarily more expensive than booking a holiday online,” he explains. “There is definitely a growing desire among younger clients for a travel agent to manage their travel arrangements.”

Despite this, Ralph remains convicted that his elders know best. “Trust your parents – they’ve been doing this for a long time, and nine times out of ten, they’re right,” he says. “If they’re bringing you into the business with the plan for you to eventually take it over, they’re going to challenge you and put you through your paces.

“And always talk to each other. Communication is key. It helps prevent problems and is essential for growth.”