Welcome back to The Travel Advisor Life! In Episode 5, host Amy Westerman, Founder of Curated Travel Collection, shares how her company navigated one of the most challenging periods in travel industry history: the COVID-19 pandemic.
When travel stopped, cruises were canceled, borders closed, and clients faced uncertainty. Amy's company experienced an immediate financial blow, with $264,000 in commissions recalled at one time. With hundreds of advisors and an 11-person support team depending on the business, Amy faced a defining leadership decision.
Instead of waiting for better news, Amy chose transparency. She communicated openly, shared challenges, and discussed what was and wasn't working.
Through honesty, relationships, and community support, advisors continued showing up for one another. When travel returned, many emerged stronger. Amy learned that people can handle bad news, but silence can destroy trust.
[00:01] How We Got Through the Pandemic - The challenges Amy's company faced and the lessons that followed.
[01:09] Leadership When There's No Good News - Leading while the travel industry was falling apart.
[02:01] Looking Back at an Uncertain Time - How the pandemic continues to shape Amy's leadership.
[02:58] When Travel Stopped - Canceled trips, closed borders, and uncertainty.
[03:54] $264,000 Recalled Overnight - The financial impact and fear of the unknown.
[04:53] A Defining Leadership Decision - Why Amy chose communication over silence.
[05:37] Choosing Transparency - Sharing difficult news without having every answer.
[06:34] The Good, the Bad & the Very Bad - Discussing challenges, team efforts, and setbacks.
[07:27] People Can Handle Bad News - Why honesty matters more than perfect answers.
[08:12] The Damage Silence Can Cause - How poor communication can weaken trust.
[09:07] Transparency Builds Trust - Why imperfect honesty matters.
[10:01] Finding Ways to Keep Moving - How advisors adapted and supported each other.
[10:56] Community and Honesty Got Us Through - Why relationships helped sustain the business.
[11:40] Coming Out Stronger - How engaged advisors emerged more resilient.
[12:30] Direct, Honest Leadership - Amy's commitment to straightforward communication.
[13:18] What Kind of Leader Do You Want to Be? - How the crisis shaped Amy's leadership approach.
[14:08] You Don't Need All the Answers - Show up, tell the truth, and face challenges together.
[14:52] Keep the Conversation Going - Follow, share, and stay connected.
Leadership isn't only tested when business is growing. It's often revealed during uncertainty.
Amy couldn't guarantee everything would work out, but she could communicate honestly and make sure her advisors weren't alone.
Transparency strengthened trust, community kept people connected, and relationships helped advisors move forward.
You don't need every answer before you communicate. Sometimes showing up honestly is the most important leadership decision you can make.
Follow The Travel Advisor Life for more conversations about building a successful travel business and meaningful life.
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Remember: Travel is simply the vehicle. The life you build is the destination.
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