Veranda Adkins is a business coach, founder of Travel Legacy Inc., and co-founder of the Association of Black Travel Professionals (ABTP).
When I started my journey in the travel industry, I never imagined that I would go from figuring out how to launch a travel business to coaching other travel agents on how to successfully scale their own. A lot happens in 25 years, and if there’s one thing I’ve learned, it’s that the most valuable growth strategy is learning from others who have walked the same path and can help you avoid costly mistakes.
This mindset has driven me to create content that educates and inspires travel agency owners while building a niche community that supports and advocates for equal opportunities for Black travel professionals. Through this experience, I’ve identified the key strategies that allow service-based businesses to scale effectively—without the need for a massive team or excessive overhead.
1. Prioritize work ethic over work experience.
Hiring professionals with experience is valuable, but without a strong work ethic, even the most qualified team members may not deliver great results. Look for individuals who demonstrate adaptability, a willingness to learn and a commitment to your company’s vision. A small but highly motivated team will always outperform a larger, disengaged workforce.
I’ve worked in large corporate teams where only one or two people carried most of the workload while unreliable team members became bottlenecks and made the entire team less productive. That experience taught me to be highly intentional when building my own team: prioritizing work ethic, accountability and collaboration to ensure that every team member contributes meaningfully to our success.
2. Establish systems before expanding your team.
Before bringing on additional staff, create standard operating procedures (SOPs) that outline your workflows, expectations and best practices. This ensures consistency, minimizes errors and allows your business to run more efficiently.
Especially if you have a unique way of handling tasks, don’t expect new hires to figure it out on their own. Clear, documented processes empower your team and improve client satisfaction by delivering a seamless, professional experience. Even with a team of just two to five people, I scaled Travel Legacy to over a million dollars in annual sales by building a system that allowed us to work smarter, not harder.
3. Leverage technology to reduce inefficiencies.
Investing in the right tools can help your business operate like a well-oiled machine without the need for a large team. Customer relationship management (CRM) systems, project management platforms and AI-powered automation tools can streamline administrative tasks, enhance productivity and improve communication.
Even in the early stages of my business, I invested in technology like Dubsado and Jotform, which saved me hours each week and allowed me to focus on revenue-generating tasks.
4. Build trust and client loyalty through branding.
A strong brand identity can set you apart from the competition, even with a modest marketing budget. Start with a simple, clean logo and maintain a consistent color scheme across your website, social media and promotional materials.
However, branding goes beyond visuals—your messaging is just as important. Clearly communicate your brand story, mission and values through a compelling bio and company background. When potential clients connect with your story, they are more likely to trust your business and become loyal customers.
When I coach travel agents, I emphasize the power of sharing your personal journey. Your story isn’t just a background—it’s a bridge that connects you to your clients. By opening up about your experiences, you build trust and foster loyalty, turning one-time bookings into lasting relationships.
Final Thoughts
Scaling a business with a small team requires intentionality, efficiency and a focus on long-term sustainability. By prioritizing work ethic, creating structured systems, leveraging technology and building a strong brand presence, you can drive growth without overextending your resources. Remember, success isn’t about how many people you have on your team—it’s about how effectively you lead, empower and strategize for the future.
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