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Want a reputation for outstanding service? You CANNOT develop one unless you ALSO create a self-sustaining service culture.
That means every employee and team has the tools, training, and support they need to –
- IMAGINE new ways of operating
- INNOVATE on the service they provide
- IMPLEMENT new ideas, and
- IMPROVE the organization from the ground up.
Teams that do this are rock stars.
And they drive improvements that leadership might never imagine.
Watch this video for just one example –
How the team at LUX* put a clever twist on a common practice
And radically reduced employee turnover along the way.
#VideoPosts #ServiceCulture #ServiceInnovation #ServiceImprovementProcess
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Below is an Autogenerated Transcript
So Lux in the second year changed the focus. Innovate to increase the loyalty of team members. Let me give you one example of the 240 ideas that they got.
One. Have you ever heard of that thing where you bring your kid to work? What do they call it? You know, dads and daughters or sons in my…you know, bring your child to work so your child can see. and it’s obviously for kids of a certain age range. Well, they decided to do that with a twist.
In the morning, the parents came and brought their kids and everybody met together, and then they exchanged kids. So you took my daughter and she took your son, and I got your son. So your kid came with me, my daughter went with you and your son went with her, and went off for the day. At lunch time, we all got back together again, shared stories and changed again.
At the end of the day, we all got back together, and now your son has seen two departments that are different from your department, from two of your colleagues that you work with every day, and you’ve gotten to know two kids of your colleagues.
Guess what happened.
All the parents that were involved in that program, their retention as members of the team at the resort, stuck like glue. You know why? Their kids would not let them quit.
They’d get a job offer somewhere else, but know that if they left “Yeah, but, Dad, what about Frankie?” You know? “What about Sally who works in food and beverage? She’s so great. I love her.” and so that whole connection…
