BREMERTON, WA – Dugan's Travels is making significant investments to bolster the support systems for its independent travel advisors, signaling a strategic move to enhance its services and prepare for future growth. The agency is focusing on strengthening its internal team, refining educational programs, evaluating technology, and deepening supplier relationships to provide meaningful support that goes beyond mere expansion.
Jennifer Dugan, owner of Dugan's Travels, emphasized that the goal is not growth for its own sake but improvement. "We've never wanted growth just for the sake of being bigger," she said. "We want to be better. That means continually looking at what our advisors need, what our team does well, and where we can make improvements that provide meaningful support."
Central to this initiative is enhancing the behind-the-scenes support structure. The agency is reassessing how its team—comprising Christina, Shari, Tracy, Joleen, Cecily, Barb, and Jennifer—collaborates and divides responsibilities. By aligning individual strengths with specific areas such as advisor education, new-agent support, supplier relationships, events, Five Star advisor development, webinars, peer-to-peer learning, and internal processes, the agency aims to ensure advisors receive clearer communication and stronger assistance. "We have talented people with very different strengths," Dugan noted. "Part of my responsibility as a leader is recognizing those strengths and figuring out where each person can make the biggest difference."
Education remains a cornerstone, but the focus is shifting toward practical, actionable learning. The agency is strengthening its webinar program and developing initiatives tailored to advisors at various stages. The Five Star community will continue to offer established advisors opportunities to connect and explore advanced topics, while newer advisors receive the foundation they need. Peer-to-peer learning is also gaining prominence through the Hear From Our Peers series, where advisors share real-world experiences. Upcoming sessions will feature an advisor discussing how her passion for Scotland became a specialty, illustrating how personal interests can be leveraged in business.
Dugan's University (DU) remains a vital community event, bringing together advisors, team members, and supplier partners for education and networking. The agency is planning future DU events with more team ownership to enhance the experience. Technology is being evaluated with a focus on practicality, particularly CRM options, to ensure it solves problems rather than creates them. "We want technology to solve problems, not create new ones," Dugan said. "There are always new platforms and tools available, but the question for us is whether they actually make things better for our advisors and our team."
Supplier relationships are another priority, with the Inner Circle program fostering deeper engagement with partners who add value through education, marketing, and business development. Planning for next year's partnerships is already underway. Dugan's Travels believes that improvement doesn't always mean adding more; sometimes it's about refining existing processes and ensuring the right people are in the right roles. "Our next chapter isn't about seeing how many more things we can add," Dugan explained. "It's about looking at everything we're doing and asking: Is this useful? Is it working? Is the right person handling it? And does it ultimately help our advisors?"
Founded in 1997, Dugan's Travels has always prioritized helping advisors build sustainable businesses while maintaining flexibility. As the industry evolves, the agency remains committed to its core values of people, relationships, education, and support. "We're going to keep trying things, learning, listening, and adjusting," Dugan said. "What matters is that we're willing to keep looking at ourselves and asking how we can do a better job for our advisors and for the people who support them." For more information, visit Dugan's Travels.
