The founder of ETW Travel, Nikki Findlay, has been nominated for the Women Leaders UK award in the Leisure and Retail category to be announced on Thursday, 19th November 2020. The registered charity celebrates the success of women from various sectors in Milton Keynes every year and rewards them for their achievements and contributions to the community.
This year, as the world shut down, one country after another, travel agencies and holiday companies had to carry out the challenging task of ensuring that their customers made it home safely. While many travel agents struggled to maintain their usual standards of service in this unprecedented situation, there were some who went above and beyond their duties to help their customers in their hour of need. One such person whose passion for superlative customer service kept her and her team going even in the face of adversity is Nikki Findlay, the heart behind ETW Travel.
Since the start of her journey in 1986, Nikki has strived to provide the best service and travel experiences to her clients, establishing long-lasting relationships with them in the process. She provides a friendly working environment to her team and trains them to deliver the same level of personalised customer service that her clients have grown to expect from her and the company. At a time when travel agencies everywhere are relying on computer systems and algorithms to entice customers, Nikki has managed to stand out from the crowd by ensuring that she and her team take time to understand each customer’s requirements and desires individually and then provide a holiday experience that befits their dreams. Her caring and friendly nature is distinctly reflected in all her dealings, whether it is with clients, business partners, or her team.
Nikki has managed to carve a name for herself and her company in an extremely competitive niche by building a relationship of admiration and trust with her clients, who are always happy to see her and often drop by for a chat or coffee. Whether it is making emergency transfer arrangements or personally contacting hotels to advise about their birthday or anniversary, she’s always ready to help her clients at any hour or day. So, when pandemic struck and customers got stranded on their holidays, Nikki and her team went the extra mile to ensure their safe return, working day and night to book them on the earliest rescue flights and constantly stayed in touch to keep them informed. She continued to provide support to her customers and helped them with their cancelled trips, amendments, and refund claims, even when there was no income in return.
These leadership qualities, combined with remarkable compassion and a zeal to deliver exceptional customer service, have all led to her being recognised and nominated for the Women Leaders UK 2020 award in the Leisure and Retail category. Women Leaders UK is the first award of its kind in Milton Keynes and has been recognising, supporting, and rewarding talented women from across the region since 2015. Their mentoring programme aims to promote gender equality and empower women to become inspiring leaders in their field. The charity works with hundreds of women from different sectors and plans to support their personal development through networking and CPD events. Nikki is one of three finalists in the category, joining a special group of outstanding women, who have made a notable difference in the community through their talent, hard work and benevolence. Here’s wishing her good luck!