Experiencing World Class Service Excellence
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delayed
Staff Management
Talk about the 4 E’s – Employment, Empowerment, Environment & Enjoyment. Encourage staff to ask for forgiveness not permission. Promote it’s OK to be ‘Younique’
Staff encouraged to ‘own’ their part of the business
Look for Warrior Spirits (see below)
Have Career coaches & Culture Committees
Put their staff before their customers – the customer is not always right
Family spirit is sustained by customised environment, spontaneity and frequent staff events – pizza parties, barbeques etc.
Casual dress is a given – not restricted to specific day
Customer Dialogue
No suggestion boxes – challenge managers to interact with staff and staff with customers
Strong JD Powers ratings
Commentary
By any standards this was a remarkable experience – a rigorously applied business model that has been
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