Their packers have to decide whether the produce is fresh enough to put in the box. One of our clients is Riverford, who deliver organic fruit and vegetables in weekly boxes. Instead, working within that guideline, what our facilitators have achieved is way beyond anything I could have done, and I am rarely in the top half on our quality measures when I do still deliver. If I had continued to prescribe how people trained, then they could only have been as good as me. Now it is encapsulated in six words: “Don’t tell when you can ask.” In the early days, all those years ago, I had a detailed checklist of what each facilitator had to do each day. Initially it was on IT software, and now it is more about personal development and leadership, and creating happy workplaces. Happy provides learning and has done so for 32 years. Or is it more like a roundabout, based on agreed guidelines and judgement? So does your organisation use a traffic light approach, based on absolute rules. This is of course the core of the concept of self-management, that you get a better result when you let people think for themselves. Let people use their judgement, within agreed guidelines, and the results are far better. Conversion to roundabouts also led to quicker traffic flow, with a reduction in delays of anywhere between 20% and 89%. Research in the US has found that roundabouts lead to 37% less collisions and 90% less fatalities than traffic lights. Roundabouts are, of course, more chaotic than traffic lights and you might think they would lead to more accidents without the clear rules of the traffic light system.
MINI MOTORWAYS TRAFFIC LIGHT VS ROUNDABOUT FREE
With staff free to use their own judgement, customer satisfaction rose 80%.
They replaced those 24 rules with one guideline, “treat our clients as you would a guest in your own home”. People were inevitably focused on making sure they followed the rules, especially as “mystery shoppers” would visit and check.
Malene Rydahl (author of “ Happy as a Dane”) describes how, at the Hyatt hotel she worked at, there were 24 rules to follow every time you checked in a guest. Its up to them to work out what would create delight. In one case they booked somebody on a competitor’s course because our course wasn’t going to run.
MINI MOTORWAYS TRAFFIC LIGHT VS ROUNDABOUT FULL
That could be just listening, it could be sending a box of chocolates or flowers or it could be a full refund and a place on another course. Our front-line staff - who call every delegate who has rated the course below good or, on likelihood to recommend, at 6 or below – are empowered to do whatever is needed to create that delight.
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