Sheldon Nicholson, a customer service associate in the Johnnie Walker Owners' lounge, has been connecting with horse people at Woodbine Racetrack for more than a decade.
Nicholson started working at Woodbine in 2012 while he was still in school, on the advice of his father, a former teller and customer service associate at Woodbine.
“He always wanted one of us kids to work with him, and I needed a job to pay tuition,” Nicholson recalled.
Around the same time, Nicholson started working with his uncle in the tech field, where he still works Monday to Friday. His weekend job at Woodbine, however, has always been his happy place.
“The track is kind of where I let my hair down. It’s a job, but to me it’s more than that because of how much time I’ve spent here and what it means to my dad,” said Nicholson.
Nicholson first worked on the second floor, wearing a black and yellow shirt that said, ‘Ask me how to bet.’
“My manager told me I had a good disposition and was handling customer service well and asked if I wanted to try my hand in the [owner and trainer] boxes.”
Now Nicholson is a familiar face to Woodbine’s horse people, something he takes great pride in.
“When I see everyone happy, recalling memories like, ‘Hey remember that time you did this or that for me,’ it’s a great feeling. I work for those experiences,” Nicholson explained. “Whether they win or lose, making sure everyone is having fun at the track is my sole purpose. I love putting a smile on people’s faces.”
In 2021, Woodbine updated the Finish Line Bar (now Johnnie Walker Owners' Lounge). When a strong team was being built to cater to the newly redone space, Nicholson was recommended by leaders and industry connections he had made on the job.
“It spoke volumes to me, learning the effect I have on people. It’s such a gratifying feeling and gave me a higher sense of purpose in the job.”
Nicholson’s advice to those interested in working in customer service is to ask questions and prioritize making connections.
“Don’t be shy, take that away. Engage, ask questions. There’s no dumb question for me, no matter how silly it could be to you. You need to gain that knowledge to make yourself more confident in what you’re doing to become stronger in your position. Make connections and pick people’s brains!”
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