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
- Two-day learning events for all team members
- 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
- A three day workshop with the managers on leadership styles and motivation
- 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
- 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
- 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
- Three-day workshop with key managers
- 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
- A fun series of puzzling activities all over the city of Venice, earning points for co-operation
- Owners report team working better together, resulting in customer service improvements