The employee experience drives the customer
“67 percent of customers have become ‘serial switchers,’ customers who are willing to switch brands due to poor customer service.”
-Shep Hyken (Forbes)
Building a Hospitality-centric Culture
Passionate, hospitality-centric culture drives the customer experience. Customers crave an emotional connection to your brand. We train leaders and managers how to build hospitality cultures that, in turn, foster fierce customer loyalty.
Based on neuroscience, adult development, & performance training research, Steve has developed the Performance Management Model© which guides & instructs our management training approach.
“In the end, what’s most meaningful is creating positive, uplifting outcomes for human experiences and human relationships. Business, like life, is all about how you make people feel. It’s that simple, and it’s that hard.“-Danny Meyer
4 Phases for Building a Hospitality-centric Culture
Phase I – Vision and Values. We engage your leadership and management team to clarify a vision, supported by core values that inspire a hospitality-centric culture.
Phase II – Change Management. We help your management team prepare, enroll and inspire your people for change. A great vision will never compensate for poor manager communication.
Phase III – Leadership Development. We train your management team to lead and coach more, and manage less. Strong teams, not individuals, deliver amazing hospitality.
Phase IV – Sustain and Support. We help your leadership team embed the structures and processes critical for supporting and sustaining deep culture change.