We recently connected with Madeline Puckett and have shared our conversation below.

Madeline, looking forward to hearing all of your stories today. Naming anything – including a business – is so hard. Right? What’s the story behind how you came up with the name of your brand?

HÖL (pronounced whole) didn’t start out as a travel agency at all. It originally started as a business venture with a friend. That venture was very short lived but the name always stuck with me. When I decided to open the travel agency, I knew I wanted to use the name. I just wasn’t sure how to incorporate it with travel. So with a little research on a significant meaning behind HÖL, I found that it refers to the phoenix in many religions and folklores. The symbolization of rebirth and new beginnings was perfect for an old venture made new. Just like the phoenix, HÖL helps others “spread their wings” through travel!

Awesome – so before we get into the rest of our questions, can you briefly introduce yourself to our readers.

I’ve always had a passion for travel and have been helping others plan their dream trips for almost a decade. That hobby, was ultimately what drove me to make the decision to officially open my own travel agency. HÖL (pronounced whole) was founded in May of 2020, and is 100% woman, veteran owned and operated. Starting a travel agency in the height of the COVID-19 pandemic didn’t look like the best business move. However, the lack of travel actually allowed me the ability to really learn the ins and outs of the travel industry. I completed the Certified Travel Associates program through the Travel Institute which gave me a solid foundation for success in this industry.

Our agency is affiliated with Travel Quest Network/Travel Leaders which is one of the top travel consortiums in the world. HÖL currently has four travel agents (including myself) and each of us specialize in different destinations. We’ve planned trips spanning from weekend getaways to cruises to theme parks to backpacking around the world! There isn’t a destination we aren’t familiar with.

We set ourselves apart from other travel agencies by going the extra mile. This ensures all clients get the absolute best experience possible from the first interaction to the last. We believe that you should invest your time with an agent that invests their time. Every agent on the team is a member of the Cruise Line International Association as well as the American Society of Travel Advisors. It isn’t just about booking travel for us! We want to help people gain experiences and make memories that will last a lifetime.

Any stories or insights that might help us understand how you’ve built such a strong reputation?

Honesty and Transparency.

I pride myself on being 100% honest and transparent with clients about their trip. Even if that means I don’t “make the sale”. Is the price lower if they book direct the a hotel? Great, then that’s the route they should go. It’s important to me to help people venture outside of their comfort zones and gain new experiences. I spend a lot of time providing free travel services, advice and planning to ensure that happens. That willingness to help and genuine care for clients brings people back to your business. Plus, they often bring a friend of two with them along the way!

How do you keep in touch with clients and foster brand loyalty?

Clients quickly become friends in this industry. I connect with clients via phone, email, social media, etc. We even send out hand written birthday and Christmas cards! It’s important that your clients feel important. They are the heart of our business. You can maintain a professional relationship while still caring about your clients accomplishments and life outside of travel. We make sure to check in periodically with clients so that they know we are thinking about them and they are a priority for us. If they are willing to be committed to us, then we should be committed to them.

Contact Info:

• Website: https://www.holtravels.com
• Instagram: https://www.instagram.com/livinghol/
• Facebook: https://www.facebook.com/livinghol/
• Other: https://www.tiktok.com/@holtravels