How to grow a business without losing the human touch
World Entrepreneurs’ Day is a perfect moment to reflect on what defines entrepreneurship. Scaling is often spoken about in terms of numbers, systems, and processes. While those things absolutely matter, the true measure of growth is whether you can keep hold of the heart of your business: the relationships, the people, the values, and the care that made you successful in the first place.
At Travel Counsellors, we’ve grown into a global community of more than 2,200 independent business owners who craft exceptional travel experiences for their customers and clients. And yet, the essence of who we are hasn’t changed. We believe growth should never come at the expense of the personal connections that matter most. Scaling with intimacy is our philosophy because when you care deeply, you create moments and stories that last a lifetime.
Business growth starts with the people
In travel, people don’t just book a trip, they entrust you with their hopes, dreams, and precious time. That trust is earned by listening, remembering, and showing you truly understand what makes a trip special for them. Our Travel Counsellors remember the little things – the beach where you proposed, the fact you don’t like early-morning flights, or that your anniversary falls during cherry blossom season in Japan. These are more than details; they’re the foundations of lasting relationships and the stories that define them.
Every booking represents a customer’s story and a business owner proud to create something truly special. Our recent data shows why: 47% of Brits booked holidays through a travel advisor last year, driven by the need for trusted advice and personalised service. In a world that can sometimes feel automated and impersonal, human connection is more important than ever.
Why a franchise model works
We know that many people dream of running their own business. In another recent survey, we found that 56% of UK adults have considered starting their own business. The top motivators include earning more (39%), achieving a better work-life balance (30%), flexible hours (28%), control (26%), and fulfilment (20%).
Clearly, the ambition to start a business is there, but we know turning this into reality can be daunting for some. That’s where our franchise model comes in. We provide the training, mentoring, and supportive, global community that help people build thriving travel businesses. We celebrate each other’s wins as if they were our own, because we know success is best shared. In fact, many of our entrepreneurs are career changers from teaching, sport, or senior corporate roles – united by passion, commitment, and an entrepreneurial mindset.
Empowering entrepreneurs with the right toolkit
Technology helps business owners, but the heart of the experience is always the people creating it. Implementing the right tools frees entrepreneurs to focus on what matters most: conversations, care, and creativity.
We’re also embracing the opportunities AI brings to enhance the experience for both our Travel Counsellors and their customers – from streamlining research to surfacing relevant travel options faster. But the role of AI for us is clear: it will never replace the care, creativity, and personal touch that only a human can bring.
Conclusion
Starting a business isn’t easy. It takes determination, resilience, and belief in yourself. That’s why celebrating the people who take the leap is as important as celebrating any milestone. Every win, big or small, is a testament to their courage and dedication.
And when you choose to scale with intimacy, you’re building more than a company. You’re building a community of storytellers – resilient, remarkable, and ready for the future.
Key lessons learned from scaling a community of entrepreneurs:
- Culture is everything: when you scale, your culture either strengthens or dilutes. The right culture, built on shared values and care for each other, will only get stronger if you protect and nurture it every day
- Technology is an enabler, not a replacement: tools should simplify processes so that entrepreneurs spend more time on human interaction, not less
- Learn and listen: your community will tell you what they need if you listen. Those who care enough to hear and act are the ones who last
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