‘Life is a challenge and winner is the one who is ready to meet it’. Sampat Damani, founder of Disha Travels speaks about his metamorphosis from a trainee to an entrepreneur By Akshay Kumar
It’s always the initial steps and the last lap which are the most challenging; if you can overcome this, you can achieve what you set out to’. This was the lesson which Sampat Damani, founder of Disha Travels and the chairman, western region of Travel Agents Association of India, learnt very early in his life. With a aim to become an entrepreneur, he set out to explore the travel industry, in 1978 just after his graduation.
Speaking about his early struggle in the industry Damani says, “In 1978, just after graduation, I was desperate to get a break. Every company wanted a trained and experienced person, without giving an opportunity. I wondered how I could get trained without being given an exposure. In those days there were not many institutions which one could turn to. All I had was my determination and persuasion to take me ahead. That was the time when I found a mentor in Pravin Parekh, manager of Viking Travels. He agreed to take me as a trainee. I worked under his guidance for nearly 15 months without a penny but yes he gave me a break into this industry.”
“Initially, my daily work routine of 15 to 18 hours would include visits to consulates, passport office, airline offices, Reserve Bank Of India (yes in those days each traveller had to get an approval to travel abroad), doing the office accounts, visit clients for finalisation of travel itinerary, manually referring the ABC’s and the APT’s for fares, etc. Many a time, I also used to go deliver travel documents and more often meet clients at the airport with the baggage checked in, boarding pass in hand for the client to be just in time to board the aircraft. All this was a reality in those days,” he mentions.
After working for more than three decades, Damani feels that every minute of his hard-work in his initial life has made him a successful person. He explains, “I did each and every aspect of the daily office chore and I am happy having done it. I truly enjoyed every minute of my daily routine. I continued this learning experience even when I was working for bigger agencies. Every customer taught me something new, every experience was cherished. Meeting the needs of every customer/company, adhering to each company’s compliances was a challenge, and meeting all of them was a part of my life’s education.”
Chasing dreams
Those were the days when the travel industry was hugely dominated by big players and opening a new travel agency was a difficult task. In 1988, Damani launched his own agency named, Disha Travels. He states, “I come from a Marwari family, the spirit of entrepreneurship runs through my blood. I was never in awe of the biggies, as a matter of fact they inspired me, and they urged me to work harder and stirred my spirits of entrepreneurship. In my initial period I worked for big agents like Cox & Kings, IndTravels (now CWT), American Express Travel Services just to get experience. Being a part of that team made me realise that in this trade, it’s a team work alongside your own spirit of facing the challenges that help you to grow. In my life, I never see the clock and yet want to stay ahead of the clock. I measured my accomplishment with the smile on my customer’s face. Today I have in Urvi Shroff a silent but an able partner who stands through me in all my tribulations.”
He says that he continues to deal with clients whom he first got introduced way back in late 70’s and early 80’s. “I have seen three generations of travellers from many families. The outlook has changed, their needs are different and yet even today we meet their expectations. They have taught me to accept the changes, adapt yourself with the times and yet be focused on providing services with a smile,” he points out.
A word of advice
After completing around four decades in the industry, Damani has learned a lot from every client. This learning has played a key role in retaining and satisfying his clients till date. Speaking about a few lessons which he learned from his clients he says, “An eminent surgeon who is my client taught me ‘Never hit the pillow until and unless you have learnt something new. Each day you have to learn or do something new which you have not done earlier’. Another client taught me ‘If you cannot guide, don’t misguide’. He told me that for you it may be just a part of one single business transaction, but for the customer it may be a culmination of huge amount of hard work and financial risk. The customer may be travelling to sign a big business deal worked out over a long period of time and with a lot of financial stake or may be going to commence a huge project, or it could be a student going for higher studies having toiled all his life and the parents having made innumerable sacrifices. You as a travel agent should not jeopardise it. Be honest to your customer, be committed to your work and make things happen and at the same time if one plan does not work, have a definite back up plan. This has taught me that we must promise what we can deliver and deliver what we have promised.”
Giving out his advice for the generation next, Damani says, “Enjoy your work, you will not feel the pain. Results in the industry is not within your grasp but wanting to deliver each and every time is definitely so, one bad experience can nullify all the hard work.” He also believes that technology can be a tool but it cannot replace professional expertise. “Adapt and accept mechanisation, but never give up the human touch,” asserts Damani.