We were lucky to catch up with Shannon Riordan recently and have shared our conversation below.
Shannon, thanks for taking the time to share your stories with us today One of the things we most admire about small businesses is their ability to diverge from the corporate/industry standard. Is there something that you or your brand do that differs from the industry standard? We’d love to hear about it as well as any stories you might have that illustrate how or why this difference matters.
Not all travel agents are created equally, and I believe that is especially true when it comes to Disney Destinations. Everyone at my agency has a passion for Disney and you want to work with someone that has that level of expertise. Many agents don’t travel to Disney themselves very often, so aren’t familiar with all the changes in procedures or tips for navigating the app. We want our clients to have a smooth and stress-free time so that their memories are magical!
I like to call myself a Disney fiduciary – making recommendations and always doing what is best for my client. A couple of ways I do this is that if any offers are released, I’ll automatically go in and apply that if a client’s package qualifies. They don’t have to “mention this offer” to save. Additionally I don’t charge a fee for my services when I book the vacation package, so clients are paying the same amount (or less!) than they would online, and they receive all of my assistance and expertise to plan their vacation. This includes making dining reservations when they open at 5:00 am CST — many other travel agents are starting to charge fees for doing these “extra” planning services, whereas I see it as part of the services that are included just by working with me.
I also wanted to treat my agents differently than what I saw when I was initially applying to become a travel agent specializing in Disney Destinations. Many other agencies had monthly blog and social media post requirements, minimum sales quotas, annual travel requirements, and they often started at a 60/40 commission split. When I first started this business, I did it on the side in addition to my day job, so I wasn’t sure I could commit that much time initially. I understand that many of my agents are also doing this in addition to their full time jobs, so I don’t have much in terms of minimum requirements. I also start everyone at a 70/30 commission split with the opportunity to earn more as their business grows too. The main stipulation I have is a passion for Disney, attention to detail, and a great customer-service attitude!
Great, appreciate you sharing that with us. Before we ask you to share more of your insights, can you take a moment to introduce yourself and how you got to where you are today to our readers.
A love of Disney has always been a part of me. In Kindergarten, when they asked what you wanted to be when you grow up, I said Minnie Mouse. I like to think I got pretty close to this 6-year-olds dream! I attended Kansas State University and majored in Business Management. During my sophomore year, I spent a semester at Walt Disney World in Florida on the Disney College Program. I worked at Citricos, took a business course, and learned the art of customer service. After graduation, I remained at KSU to get my MBA and worked closely as a GA with the Entrepreneurship Department. Although I held a number of jobs in marketing, restaurants, finance, and project management, I think I always knew I was meant to be an entrepreneur.
Friends and family members would ask me questions about where to stay, where eat, what to do, etc. for their upcoming Disney vacation. While I enjoyed doing that, it was actually my husband who suggested I look into becoming a travel agent and making this a more legitimate business where I could help people doing something I’m passionate about. I started my business, Spirit of Adventure Travel, in May 2017. I did it as a “side-hustle” for many years, until finally jumping in with both feet in December 2022, making it my career. It wasn’t always easy — I had a young child (hi, over-working mom guilt), a global pandemic, hurricane in Florida — but I stuck it out and believed in the product and what I was meant to do.
I think that is one of the biggest misconceptions of my job. People hear “travel agent specializing in Disney Destinations” and think, wow what a happy job! And while it mostly is, it is still a job, and I have the same struggles as any other small business owner. (A disgruntled client, things you can’t control like the weather, technology glitches, human resources, accounting, etc.) We wear many hats! (Mine just happen to include Minnie ears!) I also think it comes back to my time on the Disney College Program. They always emphasized our presence “on stage” (i.e. in front of guests.) You temporarily hid any feelings of a bad day, being tired, etc. when you were in front of the guest and had a smile on and made magic! I try to keep that presence in what I do when talking to clients, at networking events, and interviews; but just because you can’t see the stress, doesn’t mean it isn’t there!
As travel agents specializing in Disney Destinations, we help demystify a Disney vacation and guide clients through the process so they have a smooth and successful trip. This includes recommending resorts and locations to stay, booking the vacation package, providing recommendations for add-ons or extras if necessary, coordinating transfers to and from the airport, stroller and/or ECV rentals, making dining and/or activity recommendations and reservations, keeping up to date on policies and booking windows, reminding clients of key planning dates, running payments, making adjustments as needed, answering all questions, and creating a pre-travel itinerary with tips and recommendations. And again, that is all at no additional cost to the client when we book the vacation package. It seems like a no-brainer, but you’d still be surprised at how many people still “just book it online themselves.” We’re here to help and we save you time (and money)!
I’m often asked – do you just do Walt Disney World? No! Disney has so many incredible destinations, including an international line that combines the storytelling and customer service that only Disney can provide in amazing destinations around the globe. Disney Destinations include: Walt Disney World, Disneyland, Disney Cruise Line, Adventures by Disney, Aulani a Disney Resort and Spa, National Geographic Adventures, and Disneyland Paris.
While Disney is our passion and expertise, we have expanded over the years to better serve our clients. Universal Studios is another destination we’re certified in and can help with. Whether that is just 1 park day over and back from your Disney Resort or a full Universal vacation package, all our services extend to this destination as well. Other common destinations we can help with are Legoland, SeaWorld, and Discovery Cove. I’m also certified to book Royal Caribbean and Celebrity Cruises, plus several all-inclusive resorts. Rest assured that we’ve gone through the required trainings, FAMs, and have access to additional resources to ensure these vacations are also a great experience for our clients.
Many of these expanded locations have come about both from my own interest in learning more and the loyalty of my client wanting to work with me again. I’m so grateful for my clientele and the repeat business and referrals they’ve provided. I think that is something I’m most proud of as my business has grown. I’m incredibly lucky that so many of my clients are just lovely to work with too. I have been brought to tears numerous times by receiving photos, happy notes, and favorite memories, from clients after their travels. There just really is something magical about a Disney vacation. I also have a great track record with clients that come to me saying, “We are just doing this because we feel like we HAVE to take the kids before they get too old. This will be a one-and-done trip for us.” Then, I plan a wonderful trip for them, they see how their children experience it, they have fun, and they realize that it really is worth the hype! And guess what, they’ve all become repeat clients and gone back again. I’m pretty proud of that too.
Whether you already take vacations annually and think you can book it on your own, or you’ve never been to one of these destinations, we would love to help. You won’t understand the value of using a travel agent, until you need it. But why wait until something goes wrong? Good luck getting a representative from Costco on the phone when you need to make a last minute adjustment or just want to ask a question. Do you really want to spend your precious free time scouring websites for the latest, accurate information? You don’t have to when you work with Spirit of Adventure Travel!
How about pivoting – can you share the story of a time you’ve had to pivot?
The first major pivot in my business was March 2020. In February, I remember hearing about this coronavirus thing and how it was becoming a more serious concern in the US. I thought okay, even if people aren’t going to be traveling internationally for a while, I think Disney is going to be okay. After all, up to that point, Walt Disney World had only closed twice in its existence. I thought it would have to take a lot for Disney to decide to close. And indeed it did. Most of the month was spent moving trips, canceling trips, adjusting plans, figuring out refunds and special policies given the unprecedented times. Even once the Theme Parks re-opened, clients didn’t come flooding back to visit right away. The cruise industry took even longer to return. I would say only within the last 6-12 months have I really seen the cruise business tick back up.
I took this as an opportunity to work on my website, blog more, and touch base with clients in other ways. I was patient and persevered when many agents took this time to leave the industry. With a loyal clientele base and pent up travel demand, luckily things bounced back well, but it was a very stressful and uncertain time for a while.
The next pivot for me was when I made the jump from “side-hustle” to full-time career. In December 22, I finally decided to step away from my day job, which was a difficult decision. I had a job I enjoyed and worked with a great team. Ultimately, I realized that I was working two full-time jobs and my family was paying the emotional toll for that. I didn’t want to miss out on these precious years with my son. I hardly had time to spend with my husband as I’d close one laptop in the evening, only to open the other. It was a lot of late nights and early mornings. Seeing my son mimic mommy on typing on her laptop was the last straw for me; it wasn’t how I wanted him to remember me growing up.
It is almost laughable now to think that I was worried about having enough to do. I figured I’d have some extra time to re-do my marketing plan, write more blog posts, update my content library… you know things to actually work ON the business instead of IN the business. But as they say, if you build it they will come, and I’ve been busy serving clients day in and day out. I’m grateful that I’ve been busy and grown my business. But moreover, I’m grateful I’ve had more opportunities to go to my son’s class parties and take him lunch at school. We became a host family to a 15-year-old boy from California who is here to play with the Sporting Kansas City Academy team. I’m driving soccer carpools and chaperoning field trips. Trying to balance being a working mom and a successful small business owner isn’t easy, but it is absolutely rewarding.
Any stories or insights that might help us understand how you’ve built such a strong reputation?
My history for loving Disney has really helped. I’ve always been known as the Disney-person. My nickname in our women’s workout group is Minnie. My purse is Kate Spade Disney. My house has Disney artwork, rugs, and memorabilia throughout it. There is no denying that I’m a Disney adult!
But that passion has to paired with the other aspects of business that I also excel at and has built my reputation. This includes my attention to detail, organization skills, and history in project management. I still use a paper planner and colored pens! I’m professional and I treat my clients with a high level of customer service. The trust I build with my clients is imperative because these are special trips, Disney isn’t the cheapest destination, and I’m making a lot of recommendations. My reputation plays a big part in this.
Contact Info:
- Website: spiritofadventuretravel.com
- Instagram: @spiritofatravel
- Facebook: https://www.facebook.com/SpiritofATravel
- Linkedin: https://www.linkedin.com/company/spiritofatravel/
- Youtube: https://www.youtube.com/@spiritofatravel
- Other: Google Reviews: https://bit.ly/SofAReviews
Image Credits
Taylor Made Photo KC