Ingrid Sanderson didn’t win Gold for Best Customer Service at the Best SME Awards by accident. She built her whole business around delighting customers. Debbie Gilbert talks to Ingrid, founder of business travel specialist, Principal Business Travel, to find out more.
Ingrid explains why she set up her own agency in 1999, the licensing hurdles that protected clients from the start, and how losing airline commissions forced her to rebuild the business around transparent service fees. She shares how word of mouth propelled her business and how staff moving between companies grew her client base.
Ingrid also discusses proactive problem-solving during flight disruptions, as in Dubai and Doha this year. Furthermore, she discusses new initiatives like wellness guides and a loyalty scheme for travellers.
Finally, we hear why entering awards has become an unexpected but valuable source of networking and PR.
About Ingrid
Ingrid Sanderson is the founder of Principal Business Travel, a business she has grown and led for over 26 years through industry disruption, global crises and changing markets. An award-winning entrepreneur and champion of customer service, she is also co-founder of the Executive Round Table, helping business owners build resilient, successful businesses.
{2:56} Why Ingrid started her own travel agency.
{5:41} The challenges involved in setting up a travel agency.
{10:31} Growing and maintaining a client base.
{16:25} Ingrid’s outstanding approach to customer service.
{25:44} Ingrid’s favourite travel destinations.
{26:46} Setting up a new coaching business.
{29:35} Future plans for Principal Travel.
{30:44} Why Ingrid finally began to enter awards.
Connect with Debbie at: https://thebusinessawardsshow.co.uk
Connect with Ingrid: https://principaltravel.co.uk/
LinkedIn: https://www.linkedin.com/company/principal-world-travel/
https://www.linkedin.com/in/ingridsanderson/
Facebook: https://www.facebook.com/principalworld/
Instagram: https://www.instagram.com/principalbusinesstravel/
The Executive Round Table: https://execroundtable.co.uk/
Principal Rewards: https://principaltravel.co.uk/principal-rewards/
