Creating Fiercely Loyal Customers Workshop

Introduction

“We hear more and more that organizations must have a “purpose”. But is all this talk about purpose actually delivering business results? Most companies have mission and vision statements, but those tend to communicate very little about a company’s purpose. They all use the same words, such as “respect,” “teamwork,” and “innovation.” But many, perhaps most, of the same organizations lack those characteristics. A recent study found that corporate jargon about values has absolutely no relationship with firm performance. Ultimately, our study suggests that purpose does, in fact, matter. But it only matters if it is implemented in conjunction with clear, concise direction from top management and in such a way that management within the organization is fully bought in.” Harvard Business Review, The Type of Purpose That Makes Companies More Profitable

The Why

In this part of the workshop, we define your purpose and answer the questions; why does your organization exist, and what do companies like Apple and Disney do that others don’t?

“We believe that everybody that works needs some intangible goal. We all want something that is bigger than what we are doing.” Disney calls this intangible goal Common Purpose. “A Common Purpose is the essential foundation on which all other service decisions can be developed.” Disney University

Simon Sinek calls it your Why and believes that it is the most important message a company can communicate, as it inspires others to take action. Sinek's core premise is that "people don't buy what you do, they buy why you do it". Sinek says that the more you communicate what you believe, the more you will attract those who believe in you.

The How

Engagement: According to Gallup, 70 percent of the US workforce are not fully engaged. You cannot provide world class customer service if your front line team members do not enjoy their jobs. In this part of the workshop, we explore the 4 science based components of engagement and how to motivate your team.

Culture: First you must seek to cultivate a robust organizational culture that fosters collaboration, innovation and a sense of purpose. Here we give you tangible action steps to create and build a strong business culture.

Summary

Together your Why and your How provide a powerful framework and a roadmap for developing a hospitality mindset and a thriving team culture.

The Details

  • Price: $3,500

  • Session Length: One day, four hours, in person

  • Group size-1 to 10 people

  • The Finding Your Why and How process is facilitated onsite live with John and using videos and stories.