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Podcast Episode Summary: The Accidental Empire: How Wendy Wu Built One of the World’s Leading Travel Brands
Podcast Information
- Podcast Title: Brave Bold Brilliant
- Episode Title: The Accidental Empire: How Wendy Wu Built One of the World’s Leading Travel Brands
- Host: Jeannette Linfoot
- Guest: Wendy Wu, Founder of Wendy Wu Tours
- Theme: Entrepreneurship, Leadership, Personal Growth, Resilience
Episode Overview In this episode, Jeannette Linfoot interviews Wendy Wu, the founder of Wendy Wu Tours, a leading travel company specializing in immersive cultural experiences. Wendy shares her journey from accidentally starting a travel business to becoming a prominent figure in the travel industry. The discussion covers her business philosophy, leadership evolution, the impact of COVID-19, and the significance of cultural understanding.
Key Themes and Discussions
- Origin of Wendy Wu Tours
- Accidental Start: Wendy began her business in 1994 after posting an ad for a trip to China, leading to her first tour being sold out despite initially having no customers.
- Focus on Repeat Customers: The importance of building a strong customer base led Wendy to prioritize customer satisfaction and fully inclusive tours that include visas and all arrangements.
- Leadership and Team Dynamics
- Growth as a Leader: Wendy describes her transformation from a pushy, aggressive leader to one who trusts and empowers her team. She emphasizes the importance of collaboration and harnessing the strengths of her team members.
- Cultural Sensitivity: Wendy stresses the significance of understanding different cultures in her business dealings and how this perspective enhances customer experiences.
- Impact of COVID-19
- Innovation and Adaptation: COVID-19 presented challenges but also opportunities for Wendy Wu Tours to innovate and introduce new markets, such as domestic tours in the UK and Europe.
- Customer Engagement: During the pandemic, Wendy kept her customers engaged through virtual shows and planning for future trips, solidifying loyalty.
- Well-being and Personal Growth
- Importance of Self-Care: Wendy discusses her focus on meditation and self-care as crucial for maintaining personal well-being and effective leadership.
- Lessons from Adversity: Wendy reflects on how challenges, such as those presented by COVID, can lead to personal growth and deeper understanding.
- Cultural Bridges in Business
- Cultural Influences: Wendy's unique background allows her to bridge Western and Eastern cultures, providing enriched travel experiences that educate customers about historical ties and cultural nuances.
Highlights and Key Takeaways
- Immersive Experiences: Wendy’s tours emphasize cultural education and immersive travel, distinguishing her brand in the competitive travel market.
- Resilience in Business: The discussion reveals how Wendy’s adaptability and innovative mindset helped her navigate the challenges of a pandemic-stricken industry.
- Vision of Growth: Wendy expresses her desire to continue expanding her business and enhancing customer experiences through personal and professional development.
Conclusion Wendy Wu's story is a testament to the potential of entrepreneurship, driven by passion, adaptability, and a dedication to cultural understanding. Her journey illustrates that success is achievable, regardless of challenges, by being brave and staying true to one's vision.
Inspirational Quote “Life is like rowing a boat; if you don’t go forward, you’re already going backward.” - Wendy Wu
Additional Resources
- Website: [Brave Bold Brilliant](https://brave-bold-brilliant.com/)
- Wendy Wu Tours: [Wendy Wu Tours](https://www.wendywutours.co.uk/)
- Jeannette Linfoot: [Jeannette's Linktree](https://linktr.ee/JLinfoot)
Call to Action Encouragement to subscribe to the Brave Bold Brilliant podcast for weekly insights on leadership, personal growth, and entrepreneurship.
Written by AI. May contain mistakes. Listen to the episode to check what was said.
Transcript
Automatic transcript. May contain errors.0:01Jeannette:Welcome back to Brave Bold Brilliant. I'm Jeannette Linford, entrepreneur, investor, advisor, multiple business owner. And over the past 30 years, I've been fortunate enough to build global businesses across multiple industries. And now through Brave Bold Brilliant and Jeannette Linford Associates, I help ambitious leaders scale their success and achieve the freedom that they truly deserve. Now this podcast is where we explore powerful stories from people who've built remarkable lives, stories of courage, innovation and purpose. And today I'm thrilled to be joined by Wendy Wu, the visionary founder of Wendy Wu Tours, one of the world's leading escorted tour operators with offices in London, Sydney, Auckland, Shanghai and beyond.
0:51Jeannette:Now Wendy's journey began in 1994 with a single newspaper ad that sold out her first group tour to China. And it was that bold leap that really sparked an international travel empire. And she really is a powerhouse of a businesswoman and a real icon in the travel industry. And over the past three decades, she's transformed her personal passion for Asia into an award winning global brand. recognised your immersive cultural experience and impeccable service. Now, Wendy was named one of the most influential women in travel and a distinguished member of the British Travel Industry Hall of Fame, alongside icons like Sir Richard Branson.
1:34Jeannette:And Wendy's story is one of courage, creativity and relentless forward motion. So from building a world-class business rooted in authenticity to reshaping how the world experiences Asia, Wendy Wu's journey it really does embody what it truly means to be brave bold and brilliant so let's dive into the show I'm here today with the wonderful Wendy Wu a true icon in the travel industry she is the founder and chairperson of Wendy Wu so Wendy what amazing to see you oh so wonderful to see you Janet and have a very good afternoon I hope Exactly. So Wendy, you know, you have become a bit of an icon in the travel industry.
2:20Jeannette:You know, you're a powerful woman. You're an entrepreneur. You've started a business, scaled it up, created a brand. You know, there's a lot to be proud of with what you've achieved, isn't there? Thank you.
2:33Wendy Wu:Thank you, Jen. I think, yeah, a lot of people are doing very well in travel and you do too. So we are the same.
2:39Jeannette:Yeah, yeah. But take us back, Wendy, because your journey is very unique, I think to you. When did you start the business? How did you start? And take us back to those early days, if you don't mind. And then we're going to have a really interesting conversation about the journey that you've been on all these years. Wow. Okay.
2:59Wendy Wu:Let's go back to the beginning then. It was, if I can use one sentence to sum it up then I start my business completely by accident so it's not planned at all it's literally so long ago when I was in Australia I was ready to go on a holiday with my partner at that time and then just about two weeks before that we depart ready to go then it's in my partner's company that unfortunately his manager broke her leg so therefore that so my partner told me you know I could be that what's called the acting manager if I don't go on a holiday but if I go on the holiday then this position will go to someone else well he is Australian whereas I am the ambitious Chinese so I said absolutely not you can go on holiday at any time but this career opportunity you're not going to let pass if we are partners then you are not allowed to do that so I say you stay I'm going to go on holidays so but then I realized I will have to have my what's called all the things have been paid for I can't get any money back so therefore I put a little ad in the paper and said this is the itinerary this is how much if you come I will be your free guide and so many people called they said this itinerary is amazing and this price is amazing oh what you are going to see is amazing so we'd want to come and that's how I started the business wow and what was the itinerary then Wendy can you remember yes it's actually called eight ancient cities 28 days and the China highlights this is what I told people because we literally put all the highlights I could yeah you know Beijing Shanghai this first time but also some hidden gems together for 28 days because one that time I was in Australia so Australian from the down there holidays four weeks so that's why I had itinerary for four weeks and that's how really started
5:17Jeannette:Wow, so how many people joined you on this crazy trip? Yes. How many? Zero.
5:25Wendy Wu:Oh. I learned from that because by the time they called, and I only had two weeks left, we didn't even have time to do the visa. So therefore, the visa was a big barrier and they could not go. However, that made the foundation of my fully inclusive tours, which are Wendy's tours are known and the signature. It's called the fully inclusive, includes visa. Because visa is so important. Therefore, that from that moment, when I started business, I know I must include all the flights, all the meals and the visa and all the tours, all the site things, so you don't have to do a thing. Yeah, that's what I learned.
6:08Wendy Wu:However, out of all these people who called me, then I did organize the one after I come back. They couldn't go, but they all say, we want to go, we want to go, can you please do one for us? So I did one tour for them. The first group had 16 people. Yeah, they went. And out of these 16 people, I did get 100 trips because they just keep coming back. And so therefore repeat customer is also another key of Wendy's tours.
6:37Jeannette:Wow, this is such an interesting way to start a business, right? Because I think sometimes we think you have to have a plan, you need a strategy, you need the vision and actually from an entrepreneur's point of view you just got to start. Start something. Very much so.
6:54Wendy Wu:Yeah. Very much so. Sometimes yes, what you plan, then it makes it. But sometimes things happen. Yeah. And in this case, Yeah, completely excellent, but I can't ask for anything better Because even the customers they are just wonderful. One of them happened to be a journalist He absolutely loved it. So he went writing. So I had my free advertising. That was amazing
7:20Jeannette:Yes, so what year was this then Wendy when this first happened? I think it was 1994 94. 94, yeah. So I started in travel in 95. Wow. So we're a similar kind of time. Very similar. Obviously I was in the UK, you were over in Australia. Yes. And was it mainly Australian speaking clients then that went on the trip or did you have some Chinese as well or just all Australians? Australia.
7:43Wendy Wu:100 % Australia, the fair income Australia went to China. And then what do they saw in China? Blow them away. So therefore you don't need very much selling because China is such a magnetic kind of place. It's so unique, so different. And I remember the tours we do when we began because obviously at that time I'm not a tour operator, I'm just like to show the country. And I remember at that time that was a cruise so to speak. So I did the Yangtze River for our group on a ferry and the ferry you have to have what's called a dormitory just for that that ship it's dormitory and the dormitory had eight people to a cabin but I said no that's too much so I asked customers I said okay how many do you think they said four so we had four people to a cabin and then I remember till this day the toilet was a hole you can see the river water and guess what the factor though because by then these customers have been with me a few times.
8:52Wendy Wu:So therefore they literally just know exactly, they took everything and of course I will prepare them and tell them everything. I say this is the ship and this is the train, what do you want to do, how about this other. So literally I did everything with customer with their help. So the repeat customers are a key.
9:16Jeannette:Amazing and obviously So we're going to fast forward and then we're going to loop back around. OK, so that's where we started. And today, Wendy Woo Tours, just take us through what the business is today and how it shifted from there to now in terms of the scale, what you offer, you know, some of the things that have really made the difference for Wendy Woo. And then I'm going to loop back around all again just to discuss some interesting perspectives about you in business and your thoughts as well. So yeah, Wendy Wu today, well-established brand. Talk us through the business today. Yeah, we are the number one for Japan and China, in UK, in Australia and in New Zealand.
10:01Wendy Wu:And we really, so for example, I was mentioning to you that we had two kind of freeze before COVID and after COVID. So before COVID, just for instance, in the UK, we have what's called 75 people. And now we have about 68 people in the UK. But our business almost doubled compared to before COVID. So during COVID, it was a devastating time. But during COVID, it was also the time we are able to really dig deep and then do the things which we never had time to do so we stringed a lot of things and we expanded to the different area and once again it's all right back on the customers so during the COVID you know China Japan was off the limit yes so but our customers love us we love them so during the COVID we did loads of shows and keep them entertained so finally they said to us, Wendy it's all good and well you show us what's the destination like domestically, looks like they're booming but what's good we can't go so why don't you take us somewhere and then I remember I said no they are not open and we are devastated but we can't do anything it's just not open.
11:29Wendy Wu:He said but Europe is open and he said UK is open why don't you take us to UK and Europe. So the first tour during Covid we opened the door to is actually the spirit of Scotland. We did tours to Scotland and in fact our customers from Scotland joined the tour. So that was the beginning and then we also then they said oh we want to go to Portugal so we did Portugal, then we did more countries. Now, in the past, before the COVID, we always enter into one country, one new country a year and maybe one region. But during the COVID, because China and Japan was off demand, so therefore our expansion plan became quicker.
12:24Wendy Wu:So for example, we did Jordan, which our repeat customer want us to do, then they love it. So therefore we do Jordan and we do Morocco and we do Saudi Arabia, we do Egypt. So we're still very selective because we don't want to just go anywhere. We only want to go to iconic countries that we will be able to add value to our customers. So for example, Portugal, maybe loads of customers go to Portugal yourself. But we don't do the normal Portugal. So we focus on because we know how much a fantastic impact Portugal did to the world history. It is the first ocean empire in the world. And if you say Colombo discovered America, then Portuguese, the Henry, Prince Henry, the navigator is the one discovered China, Japan, Sri Lanka, Thailand and they were the one did not go like Spanish kill kill kill they didn't they went by commerce so for example when they went to Japan and they went to everywhere they brought Josu to the scientists with a mathematician and then the missionary and then one they actually brought the gun with them they did trade the gun but once again very nicely and then the government Japanese at that time, the shoguns, the powerful, they took the gang.
13:56Wendy Wu:Then the gangs which were bought by Portuguese did end the samurai period. So all the Romans, gang, because of the gang. But it's not Portuguese went with gang and killed. It's actually, yes, so what I want to see is the Portuguese wherever I just had off to them they went everywhere but they were the kindest yeah and they were very mixed with locals you can use that example because we go to Brazil that's once again it is a Portuguese connection yes and they are so good because during the Napoleon War, the kings and queens went there, so they treated their Portuguese like their hometown rather than somewhere they just abstract and go and then explore it, whereas they treat the locals better.
14:52And so for that I think we dig so deep and we would go to the museum
14:59Wendy Wu:which shared they bought the Asian art to Europe and then influenced Europe where they also took the European art to Asia so they were a fantastic bridge so I think nowadays yeah the modern world do not give enough credit to that 40k and we like it so therefore we actually tell our customers and they you know our customers they are very well traveled seasonal traveler so they love this type of learning and the enrichment so it's really wonderful yeah what's really fascinating
15:32Jeannette:as you were talking Wendy I was I was really interested around how the DNA and the the heart of the business how most people on the outside would think that was destination led because of your Chinese heritage because of Asia and that natural kind of fit if you like but what you've very cleverly done there is you've you're you're offering a different destination but with a clear link as to as to you know where you started the business with that passion for Asia but how the Portuguese have actually sort of got that strong connection and you're you're storytelling to your loyal customers which brings it all to life and you know so you're educating you're inspiring, you're bringing the DNA of Wendy Wu in a totally fresh way that someone that didn't know this would not actually understand.
16:28Jeannette:They might just think, well that's strange, you've gone from Asia, China, Asia into Portugal, why? You know, whereas actually you've just really explained the why. Yes, yes. Which I
16:39Wendy Wu:love, I love that. Thank you, thank you. Yeah, we do carefully pick the destination because the world is a very big place and we want our customer to have the best experience. So that's why I always use the word dig deep. And so Portugal is one of these examples. It's a fantastic connection. But then after that we did go to a different world because the customer would say, oh we want to go to Jordan for example. Wow, then what we discovered is Jordan is so unique and so grand and so for example the Petra and you know during the ancient time the Silk Road is all the way from China and then go through the Middle Eastern and go to Europe right but Jordan is actually very important on the trade routes just like Central Asia but Jordan even though is so So for us and for our customers, we notice is, for example, Petra.
17:41Wendy Wu:Everybody may have heard of Petra, but there's nothing can prepare you how marvelous and magnificent and a treasure kind of, yeah, really a treasure grounds. When you go there, you will think, gosh, this is beautiful. It's something that if you do not go this lifetime, it's such a missing out. and so therefore that Jordan, the petrol, but we also feel, for example, when I went on this Jordan trip, I just feel, gosh, everybody know about the petrol, but Madiran, I find Madiran is absolutely magic and our customers just love Madiran, you know, that fountain, Lawrence Olympia, and that's his fountain he used to rest there and map out Rang all right but the way he map out the Middle East and also look at that Madi Rang when you go there you see the desert the sand zone and you just really all this romanticism and all the past things just come back to you I think you relieve the history and I think our customers really they are culturally enough and they to enjoy and appreciate that and we just love sharing that and that is so we I think our customers summed up because one way did say we said you sure if we and we go to Asia you sure if we go to Portugal we go Jordan you come with us this is of course because you are specialist you are specialist so we want to go with you and we said okay you better put your money where your words are and they they did they did actually so with their support we grow extremely well
19:26Jeannette:if you're enjoying this inspiring conversation with wendy woo take a moment to subscribe to brave bold brilliant you know each week i sit down with extraordinary entrepreneurs and leaders who share the real stories lessons and strategies behind their success and by joining our community you're going to gain the insights and mindset tools to scale your business, elevate your leadership and live life on your terms. So don't miss out. Hit that subscribe button and help keep us growing.
20:01Jeannette:Well, I think you are a great marketer, Wendy, because I think you could sell any destination to any single customer because your passion and your energy, you know, you have a great aura. You know, you have a very nice sort of spirit and specialness around you. I think that passion, that energy, that enthusiasm for life and travel and exploring, that's what people are really buying into, I think, with Wendy Wu. They're buying into not only the business and the destination, the experience, but into your passion and energy for travel. I think that's what stands out for me.
20:38Wendy Wu:Yeah, Janet, I think you're right, because a lot of our customers told me that. they said yeah and my team the same we said here we are passionate about our destination we are passionate about our customer and we are passionate about service we just love to serve we want to give you more and they give you whatever we know yet then once again dig deep that's something which I live by I want
21:04Jeannette:to dig deep and then show it to you yeah so so you've kept that energy from from young Wendy starting out in 1994 with that first trip you know you've still got a lot of energy a lot of youthfulness a lot of kind of passion and you've kept that but when you think
21:20Wendy Wu:about yourself as a leader Wendy you know as a businesswoman as a an entrepreneur as someone that
21:26Jeannette:takes risks as someone who invests in building a business none of this is this is the serious stuff This is the serious stuff. But when you think about your leadership, how have you changed, do you think, over this kind of career that you've had? How have you developed and built the business, built the team, but through your leadership? Yes.
21:49Wendy Wu:This is a very good question because what you are asking me is how I grow.
21:57Jeannette:Yes, yes.
21:58Wendy Wu:Yes, okay. that I actually distinctively can tell the difference from then and then now and in between. So let me first tell you how I was before. I was very pushy, very driven, very aggressive and very much in a hurry. I can't wait to get done, done, okay? and we need our customer this, I want to improve this, I want to change this, let's do this. So it was so so so fast but at the same time I was very demanding and I use the word aggressive. So the people who work around me, work with me, yes they do also one get my passion and they get the warmth as a person but at the same time it's a very what's work and yeah critical, very demanding.
22:54Wendy Wu:We need to get this done, we need this right. And that was the beginning. So we grow very, very well and the customer loved us, but it was a very... that was the beginning. And I feel so proud that I would go and check out every itinerary and I would go and start design every tool that's coming to me and I would say this right we change this and I want to be the expert on everything yeah that is then now I'm different my my team still tell me Wendy go away go away yeah go away you better do this because leave us alone we are the experts as well you know yeah now I'm much different and the plus that I have grown to be more maybe wisdom with age.
23:49Jeannette:Yes.
23:50Wendy Wu:So therefore I became more chill, in fact much chill. I do meditation as well. And also I also start realized that we all want to do a great job for our customer. We are the same. So therefore we share the passion. So therefore don't just push in and get everybody out of the way. It's not right because it's best to bring the best out of everybody. So nowadays, instant before, move out of HRD, now I say, yes, everybody, you do whatever you are best at. And then that, okay. Yeah. Then we discuss, hopefully we will be able to make the even better. So, and once again, my team do a lot to help me as well.
24:41And sometimes I'm easily get very passionate again.
24:45Wendy Wu:I said, oh this is so good, we must have this and then my team would say, come on, chill down, yes we will have it, we will have it and we can do it. And so I think now I'm much more balanced and also I find my team is very much enabled, they can grow much better and so we have experts in every area and we have the best team and they are feeling the happiest as well and we grow together it just can't yeah I really wanted to bottle it up if I could yeah it's just fantastic but that is a long journey in
Read the full transcript
25:29Jeannette:between of course I made all the mistakes as well as the highs our lights
25:36Wendy Wu:have gone out is this on a sensor yeah because we don't move enough we need to move we need to move
25:42Jeannette:I'm gonna move you stay there sure what's gonna happen yeah yeah that's all much more bright we have light people here we are we're turning on the light and wonderful so so you have really shaped and grown as a as a leader as a business person letting go to to grow so you don't become the blocker for the business. The bottleneck. Exactly. Single point of failure, right? So you're right in it. But it's hard, isn't it? It is hard. You know, if you're a passionate person, it's your baby, it's your business that you've created. It's very difficult to do that, I think, to trust and to let go. And you mentioned the meditation, right?
26:28Jeannette:So I think as leaders, We always say, you know, we put our own oxygen mask on first because we have to be in good, good shape. So I want to talk a little bit around not only how have you sort of made, helped yourself adapt and mature as a person and as a leader, but what are some of the things that keeps you in check from a well-being point of view? Because it is stressful. You mentioned COVID, but there's lots of stress we have in our industry. You're an entrepreneur. You know, this is your business. you're taking all the risk. No one else. No one else is actually taking the risk. It's you. It's on your shoulders.
27:05Jeannette:It's a lot. It's a lot. So how do you keep yourself in good shape, Wendy, and making sure that, you know, you put your oxygen mask on first?
27:14Wendy Wu:Okay, Janet, I think there's one thing you mentioned, and I feel I'm very, very fortunate, and that is my team. When you said you said you feel yeah all the risk is on my shoulder and I'm the one taking risk. In reality I actually don't feel that. Good. Yeah I actually feel my team and myself we are together. Yes. So for instance during the COVID that was hard because everything put up to stop. Yes. And I I remember I did my usual. I said, okay, hopefully this will go away. And I was pretty confident. So therefore I said, okay, and I experienced that before in 2003, the SaaS. So therefore that will come to pass.
28:01Wendy Wu:And therefore I didn't want to make a redundant or something I said, let's just do it together for 12 months. And because we had always had a very good business discipline and the financial discipline. So I'm very, very solid. For that reason, I said, okay, we will just cope with this for 12 months. But then 12 months looks like after still nowhere is going. So therefore, then unfortunately, that's the time we have to do something. I remember our team, which is so understanding. And yeah, even think about that. It's very touching. Everybody support each other and some people do. and left the company and leave the industry.
28:45Wendy Wu:But then I remember that we said, when things get better, then we will get them back. And yeah, after COVID, the loads coming back, which is a beautiful thing. And so I don't feel that I'm doing it alone. Never. I feel I'm doing it with everybody. And I feel everybody feel the same. They always say, our business, our business, we. And I think I made that from day one. that is we are here together yeah and your view is as important as as as mine and now that sometimes my team even tell me you don't need to explain after all you own the company and I feel compelled yes to explain because I want everybody to to to to if we agree then we do this way yeah yeah so so
29:37Jeannette:you've got the team and that's in the work environment and I think that is fantastic because what is it there's um there's no i in team right it's always a we it's always a way and i think you're absolutely right with what you've created here the culture the energy and the shared values everyone pulling in the same direction is everybody is passionate everyone you choose these type of people yeah i mean coming in the office here so we're in wendy's wonderful office in london near london bridge and when you walk in there there's just a really nice vibe you know downstairs it's all open plan you've got and it's a quiet day today not everyone is in the office you can still feel very warm and very welcoming we have so many awards out on the shelves there which again is testament isn't it it's external validation that you're doing a great job as a team very true and so Wendy you're also a mum you're a you're a working mum you've got twin boys yes who are now 17 I understand well done yes so so as a as a as a I hate this career woman how how have you managed to navigate being you know a mom a great mom at home and being you know the the leader of the business as you've continued to sort of grow because you know you had the business you had the business before you had the babies right true very true so how have you managed that because I think a lot of women do struggle with having both a fulfilling career, a stressful career at times and being a great mom and dealing
31:09Wendy Wu:with all of the emotions that come with all of that.
31:12Jeannette:So how have you managed to do it? What's helped you?
31:15Wendy Wu:Yeah, Jenna, I must say I have to use that word again. I just think I'm so lucky because I have a very good nanny slash housekeeper and she does everything for me so because I do work longer and I must say I love working I absolutely love it I used to say to other people I said I can live without a husband but I cannot live without a nanny and she is just so good so she take care of everything so I don't have a challenge like other career lady because I focus, I love my job and so I just focus on that and so it's then at work as you know that I rely heavily on my team and my team work with me very very well so therefore I don't feel normally I don't feel distress at all except when sometimes yeah when we are doing something very big, very new, yes, and then of course the stress comes.
32:22Wendy Wu:But then during that time, for example, when we are super busy and we just to the point of burst, okay? During that time, I find meditation very helpful and like you, I also have a very good health routine and then I do what's called meditation and in fact I go to a class and that class is called the Kadampa class and it's in Kensington Gold Screen and they literally is teaching. They're teaching you how you actually will be able to grow compassion and empathy and wisdom in this kind of environment and I love the teaching. So not only meditation, but almost like a meaning of life and how you navigate.
33:17Wendy Wu:And for me, I go there, I get so much out of it. And even today and I forever will be very grateful because during the COVID, during that time, it was terrible because every day we are losing money. There's no income, but only outlay, right? But during that time, I'm proud to say I never lost one night's sleep, thanks to Kalimba's teaching. Literally, it's just compassion and empathy and cherish others. Through that period, I was able to focus that and that is absolutely a defining moment that I grow more than ever before as a person. I start to change before I'm very demanding and I say and I'm critical why can't you do this and why we have done this and why this is not as good as I expected.
34:16Wendy Wu:But it's during that time I completely changed. I start really look at yeah all the good things and all the quality and that is a profound change and I'm very grateful for the Katampa teaching and meditation.
34:34Jeannette:It's really interesting isn't it because you were talking about pre-COVID and how the business was and then COVID it was obviously a terrible time it feels like a long distant memory in some ways but in other ways it feels like yesterday it's very strange kind of concept of time but actually the business is in far better shape now yes then had COVID not happened ironically exactly and you as an individual as a human being as a as a person as a leader as a mother as a compassionate friend all of these different roles that we play you're actually a
35:09Wendy Wu:better person as well 100 in fact my boy say to me because before then i was so busy So we forget about lunch. We sometimes don't even have dinner together. But during COVID, I remember boys say to me, COVID is really bad for business, but mommy, we have got quality time. So that was for personal life during COVID. And about that Kadampa learning, even though COVID, I possibly would never have that time and paid so much attention to the spiritual growth. It is the COVID. So I had the time and also seeking out to learn, to grow, and that really helped. So therefore, all the catastrophe, all the adversity, sometimes and most times come with self-learning.
35:58Wendy Wu:And that is very typical. I learned later, yes, it is something which even worse for the business, but it's not all bad.
36:10Jeannette:no and that's right that's a good lesson for all of us because you might be facing someone listening to this or watching this on youtube might be thinking i'm having a really difficult time at the moment might be personally might be professionally might be a relationship you know whatever's going on could be a bereavement we've you know we've lost someone and all these these challenges come along in life this is life isn't it you know um but actually there is light in every darkness right there is something there's a light at the end of the tunnel and I think to your point to have the ability to stop reassess create space is a really powerful thing to do and then the rebirth happens and you go maybe 10 times faster than if you've just been carrying on and I think that's such a life lesson for us Wendy isn't it we're so busy we're rushing to the next thing, we're rushing, rushing, rushing, that we never stop and go, we did good there.
37:06Jeannette:Let me find some space to see what might come. Yes. Where the creativity might come. Yes, I think that I should do more. Yeah.
37:16Wendy Wu:When I grow, and which I want to continue to grow, I have so much I wanted to do, and I will do that. That is, take a stop, and And then really identify which area I want to grow and grow in that direction. Don't miss it, don't just do, but actually to focus as well.
37:41Jeannette:That's a great, great, great advice. You know, you reminded me as well that I need to slow down and stop. And sometimes there's a forced stop, like something like COVID or a health thing can happen or whatever. but when you look at the business going forward Wendy so you've achieved a huge amount there's much more to come I feel like the best is yet to come I agree what is that road map for you what are you thinking not just for the business but for life and for everything that you want to achieve what's the next stage for you guys I think I will go back to
38:18Wendy Wu:what's called one of the core values of my upbringing and my dad always say this to me and I will never forget it and that is called life is like a rowing a boat if you don't go forward you're already backward so for that I'm forever like internal there's internal whip kind of thing and the drive to want to improve so every day I want to be better than yesterday and everything I once I do I want to do better I always want to do better and so that alone it's very fortunate because literally all the time it's by habit I don't even need to do it it's just a habit I always think how can I do better how it and then therefore it's natural that we will grow the business grow team grow and our destination grow but then sometimes the external and we're only at opportunity of course challenge as well but I do believe and life as a force is evolved so if you don't stop yourself you naturally will grow and for me and for you I think we will just take that and
39:33Jeannette:grow with it but don't stop ourselves as long as we don't stop ourselves we will grow That's great advice and perspective from your dad. Talking about that, what was childhood like for you, Wendy? Take us right back to the beginning. What was it like growing up as a child? You just reminded me when you mentioned that piece of advice from your lovely dad. What was childhood like for you?
40:00Wendy Wu:Okay. My childhood is actually travel all the time. And maybe that's why I'm in the travel industry. Yes, maybe, yeah. Yeah, and also my dad and my mom, my dad and my mom both doctors, medical doctors, and they are very disciplined, they are quite restricted. So therefore I grow up in a family, it's a very high expectation. So even though I start business and I was doing well, but my parents never felt satisfied. They always demanded that I should do better. I think they finally stopped when I was 45. They finally accepted I was doing alright by then. I think what happened I remember is that there was a very big what's called travel agent conglomerate and they are huge.
40:55Wendy Wu:We had about a thousand people having a conference in Shanghai and they invited me as guest speaker and they said your mom is there, invite her to come and so my mom come and then only then she realized I was doing alright.
41:15Wendy Wu:And are your parents still with us Wendy? My mom is but my dad passed away in 2018 and yeah but my mom is healthy and my dad lived quite happily so even though passed away but that's okay.
41:31Jeannette:Yeah, this is the circle of life, isn't it? I lost my dad 12 years ago. My mum's still with us. And, you know, we cherish those moments, I think, with our parents as we get older and, you know, we value it, don't we, a lot. Yeah. But I'm so glad that your mum saw you on stage and went, oh, yeah. Oh, my God, Wendy's built an amazing business. That's my daughter. That's my daughter. How lovely. But it is interesting, isn't it? Because I think when you because you chose a very different path. You didn't go into the medical profession. You went down the entrepreneurial journey, and not just entrepreneur, but actually in travel, which is a crazy industry, as we know.
42:08Jeannette:We love it, but it is a bit bonkers.
42:11Wendy Wu:I agree, I agree. But it's a very happy industry. It is, it is. I'm very happy. To be honest, my parents wanted me to be a doctor. Did they? But guess what? When I did my exam, I didn't get a high enough mark to get in, So therefore I couldn't do the medical medicine. I did petroleum chemistry. But I like petroleum chemistry because I like the smell of petrol. So I did that. I was happy. Yes, so that's my choosing career. But I love travel much, much more.
42:46Jeannette:Yeah, yeah, it's a great industry. Do you think that sort of pressure from your parents, I'm not saying it was bad pressure, you know, but pressure nonetheless and an expectation, did that influence how you were building the business, do you think? Was it always there in the back of your mind as, you know, needing to, I don't know, maybe looking for some form of recognition or acknowledgement? Was that there for you? Or did you just think, no, it's okay, I do my own thing and I don't, I'm not looking for approval from my parents, actually. I'm just going to build my life.
43:19Wendy Wu:My parents have very, very high expectations of me, and I find that is a very positive energy. So, yeah, I really thrive on it. Because, for example, when I was younger, then I moved from China, Shanghai, to Tibet. and because Shanghai is you start in the spring and your year start in spring where Tibet is like here you start in autumn so there is a gap you should do I jump one level or go down one level my mom said jump so I jump then when I go back to China I jumped again so I was always the youngest in the year. And, but my parents always just kind of, yeah, give me this positive demand. And I do this to my children as well.
44:17Wendy Wu:I did ask them, I said, okay, do you feel that, gosh, you have a mum who is so demand of you? I said, no, what are you talking about, mummy? We are so lucky to have you because, that's my kids. They said, most mums, 95 % they're just mum but mum, you are not just mum and yeah
44:41Jeannette:they said oh yeah you are our
44:43Wendy Wu:inspiration and that's from my case I think I was very touched and that drives me as well.
44:50Jeannette:Yeah what a great compliment to have but from the heart as well, not because you told them
44:56Wendy Wu:that is wonderful
44:59Jeannette:so the business will continue to grow the business you're always wanting to make progress and be a better version of yourself and you know when you look back Wendy over this incredible life that you've had so far and you've been in the UK a long time now right how many years in the UK?
45:17Wendy Wu:Since 2004 and then during that time then I went back to China for a couple of years to Strengths the DMC and then I also went to yeah so therefore majority time here so I haven't been here since that
45:34Jeannette:time yeah so I'm gonna come to some final questions but what I'm also just interested in before we do that is the cultural diversity right because you're Chinese you're Chinese by by heritage and you have all of those values that your parents instilled in you but you've also spent a lot of time in Australia and in the UK so you're a mix aren't you? You're a cultural mix. How do you help your team in particular navigate the different cultures and bringing them together? So if you've got your UK team here they need to be able to understand Chinese culture, they need to understand Asian culture so that they can bring the best out in the experience for the customer and also for their knowledge and understanding because doing business in I spent a lot of time in China myself when I was two years the MD of the emerging markets, but it's a very different world.
46:29Jeannette:It's a very different way of living, a very different cultural background. How do you bridge that gap between the two cultures? For me, I find to be a Chinese and at the same time someone really strives and loves
46:48Wendy Wu:the Western culture. I love UK and I love Australia when I was living there so I really just feel wow new fund kind of new world and it's so exciting and so much opportunity so I really embrace it and I feel how lucky I am when I went to Australia when I come here so that's one I'm completely filled I'm one of the locals like I'm thoroughly British almost. Yeah. Even though I, at the same time, I feel quite global. So I also, at the same time, I'm a Chinese. And I feel once again, that's an advantage as well, because Chinese have this, the backbone is a hardworking and ambitious and resourceful.
47:36Wendy Wu:And in that, yeah, it's in me as well. So in many ways, I think, okay, like the colleagues, very creative and enjoy all aspects of life. And I'm also like my Chinese colleagues that we work so hard, we are so driven and we thrive on achievements and ambition. So when these two mix together, I just think how lucky I am, really.
48:06Jeannette:Yeah, yeah. It's a great example, actually.
48:09Wendy Wu:I'm sorry, I'm just going to do this again. It's a great example.
48:12Jeannette:We're bringing the light here, everyone. of East meets West though isn't it? Genuinely that blend and you think about your customers that you serve, you think about the destination match that you have, you bring your culture and the team. It's a beautiful synergy really and symbiotic kind of relationship I think
48:31Wendy Wu:which is quite unique in the travel industry as well right? It's nice. Yeah and look at it, you look at Hong Kong, it's a perfect example of British and Chinese merge. Hong Kong thrives so well because the British culture as well Chinese culture and so the same in our company yes we have British culture through and through but we also have a little bit Chinese culture and so it's only better. Yeah exactly exactly.
49:00Jeannette:So Wendy amazing career fantastic business that you've built here with huge passion and energy best is yet to come starting that trip in 1994 to where you are now what a journey it's been on honestly congratulations thank you but when you look back can you think of any standout advice the best advice that you've been given your dad gave you great advice so you've already shared that one maybe there's another piece of advice that is really uh has been really helped you?
49:31Wendy Wu:If I leave again, if, then I would do it quicker because I mentioned to you in the UK before Covid we have 75 people and now we have like a close to 70 but our business almost doubled right and in Australia the same I have about 75 people before Covid and now we have of close to 70 and once again business also almost close to double. So is New Zealand. So we are doing very well. But what happened is I took quite a few years to build up in Australia. Then I come here and build up UK and then we build up New Zealand. Then I strength China and also so. But if I leave again, I will do quicker because I will set the foundation, set the structure and then and so yeah that's one and it's not advice but I want to say yeah if I have my way I would do it yeah if you were advising yourself maybe reflecting hindsight is a
50:42Jeannette:great is a great thing isn't it okay yeah so you so you'd approach it slightly differently
50:46Wendy Wu:and to get those opportunities faster yeah like I tell my kids I said don't make the same mistake Okay, it's by all means, not a mistake, because for example, this year, we do about 135 million. And so it's by all means, it's good. But if I want to achieve what I want to achieve, which I'm still on the journey, then I should have done it quicker. And I will, I will.
51:17Jeannette:Yeah, well, listen, I mean, who knows, in the next whatever period of time to have doubled again and doubled again, you know, why not? Absolutely, you've got a winning formula. So this is great. So if you were to describe this year, Wendy, in one word, what would that word be and why?
51:34Wendy Wu:If one word? One word. Brilliant. Brilliant. And why? Because we had a fantastic year last year. We grow so well, as I mentioned, and we are still on the fantastical growth trajectory. And once again it's thanks to the team and our team is getting even better so we are looking forward to an even great year next year so last year at this time we're almost done the same revenue for the following year the whole year of revenue for the following year now we are about to do very similar so now as we stand for the 2026 bookings it's almost the yeah 2025 entire new so we're
52:20Jeannette:growing growing yeah so this is fantastic yeah yeah brilliant as you say very very good so wendy we have a brave bulb brilliant um spotify playlist where all our wonderful guests give us a song that we're going to add to the playlist. If you were to think of a standout song or an artist, someone that you really love, dance around the kitchen, maybe the last song before we die, what would it be Wendy?
52:47Wendy Wu:It's called When We Believe and that is When You Believe, When You Believe in the Prince of Egypt. Do you know that song? No I do. It's When You Believe. The sky will move, the mountain, we can move mountains before we even know and at that
53:03Jeannette:time we did not know but we will oh it's a fantastic song it's called it when you believe great when you believe that's a power track that we're going to be adding to the Spotify playlist I love that thank you Wendy so final question well actually no one question before the final I'm greedy where can people find you obviously you know there's the website for in terms of the business but where if one people want to connect with you what's the best way for them to do that Wendy?
53:31Wendy Wu:Email and WhatsApp or at yeah I'm always on the Globus under every at the Globus so that's a place you definitely will see me and then yeah email or what's happened yeah oh I'm easy to find I'm here all the time you're everywhere and you're on LinkedIn as well right? LinkedIn a little bit? Not very much. I possibly have nothing for six months.
54:00Jeannette:Don't worry. So check out the website, everyone. You can find Wendy everywhere. She is always available. And you know, that's a joy. You always make yourself very human and very accessible for people. So that is really nice. So the last question, Wendy, what does brave, bold, brilliant mean to you? That means you do it and do it now. and be confident. Wow, what a fantastic end to the podcast. Thank you, Wendy. I have absolutely loved chatting. Thank you so much.
54:35Wendy Wu:Oh, thank you so much.
54:40Jeannette:What an inspiring, humble story from Wendy Wu. You know, those early beginnings in China to building a world-renowned travel empire. Wendy Wu's journey is proof to all of us that courage, vision and persistence can create something truly extraordinary. And if this episode has sparked new ideas or reminded you of your own bold ambitions, then take this as your sign to act. Don't let fear hold you back from your next big move. You know, and at Brave Bold Brilliant and Jeanette Linfield Associates, we work with business leaders and entrepreneurs who are ready to scale their success, accelerate their impact and create the freedom they deserve.
55:22Jeannette:So if you're ready to step into your next chapter, reach out. Let's make it happen together. And until next time, keep being brave, stay bold and remember you are absolutely brilliant. I really hope you've enjoyed this episode of Brave Bold Brilliant remember check out our new website www.brave-bold-brilliant.com you're going to find loads of resources on there that's going to help you with your leadership journey and with the businesses that you're trying to scale up and grow so take care everyone and remember there are no limits to your growth but it is by being brave and bold that you're going to unlock your brilliant
56:05Thank you.
From the publisher
Jeannette meets the incredible Wendy Wu, who shares her remarkable journey from starting her travel business by accident to becoming a leading figure in the travel industry.
Wendy discusses the evolution of Wendy Wu Tours, emphasising the importance of repeat customers and immersive travel experiences. Wendy also reflects on her growth as a leader, the significance of team dynamics, and the impact of COVID-19 on her business, highlighting the importance of cultural understanding and personal well-being in navigating the challenges of entrepreneurship
You'll hear about:
The significance of repeat customers in building a successful travel business.
Why Wendy's tours focus on immersive experiences, including cultural education.
Why COVID-19 forced Wendy Wu Tours to innovate and expand into new markets.
How leadership growth involves learning to trust and empower your team.
Why meditation and self-care are crucial for maintaining well-being as a leader.
Subscribe to Brave Bold Brilliant for weekly wisdom on leadership, legacy, and living boldly.
This episode is living proof that no matter where you’re starting from — or what life throws at you — it’s never too late to be brave, bold, and unlock your inner brilliant.
Visit https://brave-bold-brilliant.com/ for free tools, guides and resources to help you take action now
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Let’s make your next move your bravest yet.
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IN THIS EPISODE:
19:25 Leadership Growth and Team Empowerment
24:11 Wellbeing and Team Resilience During Challenges
26:33 Resilience and Team Spirit Post-COVID
29:11 The Role of Support Systems in Success
31:04 Personal Growth Through Adversity
36:03 The Drive for Continuous Improvement
37:56 Cultural Influences and Personal Growth
43:54 Bridging Cultural Gaps in Business
VALUABLE RESOURCES
Brave Bold Brilliant - https://brave-bold-brilliant.com/
Brave, Bold, Brilliant podcast series - https://podcasts.apple.com/gb/podcast/brave-bold-brilliant-podcast/id1524278970
ABOUT THE HOST
Jeannette Linfoot is a highly regarded senior executive, property investor, board advisor, and business mentor with over 30 years of global professional business experience across the travel, leisure, hospitality, and property sectors. Having bought, ran, and sold businesses all over the world, Jeannette now has a portfolio of her own businesses and also advises and mentors other business leaders to drive forward their strategies as well as their own personal development.
Jeannette is a down-to-earth leader, a passionate champion for diversity & inclusion, and a huge advocate of nurturing talent so every person can unleash their full potential and live their dreams.
ABOUT THE GUEST
Wendy Wu is the founder of Wendy Wu Tours, one of the world’s leading travel companies specialising in immersive cultural experiences. Starting her business almost by accident, Wendy grew her company into a globally recognised brand by focusing on repeat customers, high-quality service, and culturally rich travel experiences.
Podcast Description
Jeannette Linfoot talks to incredible people about their experiences in business and life, gaining first hand insight into how they unleashed their potential to become Brave Bold Brilliant.
From the boardroom tables of big international businesses to the exciting world of entrepreneurs it's all about stepping up to the next level while staying true to yourself.