CASE STUDIES

Case study 1: Hotel group in Scandinavia
Challenge:
  • Team members gave good, but not excellent, service and didn’t promote incremental sales to guests e.g. excursions, dinner packages, flowers and chocolates
Solution:
  • Two-day learning events for all team members
Outcome:
  • Service feedback improved by 19% in year one; increase in incremental revenue of 27% over one year
Case study 2: Hotel group in Saudi Arabia
Challenge:
  • Heads of department found it hard to motivate team members to deliver top class service and were leading in an old-fashioned, top-down style
Solution:
  • A three day workshop with the managers on leadership styles and motivation
Outcome:
  • 15% Rise in customer scores, reduction in complaints by 40%, lower team absenteeism
Case study 3: UK Holiday parks
Challenge:
  • An aggressive focus on sales was alienating customers and lowering standards
Solution:
  • Create values, design an extensive cultural programme, train key team members to be in-house trainers and ‘culture champions’, train all managers to lead with the heart. Extensive project with series of workshops and modules
Outcome:
  • 13% Growth in team happiness scores, 24% increase in profits over 3 years (from higher sales), 20% uplift in guest feedback scores
Case study 4: Charity in London
Challenge
  • Fund-raisers found it hard to present to international companies to generate donations and promotions
Solution:
  • Three-day workshop with key managers
Outcome:
  • Managers able to deliver with greater confidence leading to a 31% improvement in corporate donations in year one alone
Case study 5: Local tour company Team building in Venice, Italy
Challenge
  • Team worked well as individuals but not as a team; lack of co-operation between roles
Solution:
  • A fun series of puzzling activities all over the city of Venice, earning points for co-operation
Outcome:
  • Owners report team working better together, resulting in customer service improvements
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