“Customer Delight is maximizing both their outcome and their experience.” – Jeff P.
Originally we were asked to provide training, but it became clear that Twin needed more – so we developed core values, a strategic plan, measures that matter, and a profile to hire all-star talent. Sadly, the company’s CEO was financially focused and wasn’t interested in the long-term view.
Two of the younger Project Managers, however, left, started their own company (L2), and fully utilized the base we built previously.
Their commitment to employees and delighting clients have enabled them to build incredible loyalty, a sterling reputation, and thrive even during the COVID-19 crisis.
PBI has been the Recreation, Parks, and Cultural Activities (RPCA) Department’s trusted partner since 2012 providing workshops and coaching on leadership, employee engagement, leading change, and organizational excellence.
Their early work and reputation in this area has led other departments to seek guidance on these topics and implementing the City-wide employee engagement survey results.
During COVID-19, RPCA leaders have been loaned to other departments to help design and execute emergency plans and responses.
The County’s wastewater treatment plant had a toxic workplace culture even though it was meeting high standards for the water quality product. Multiple forms of assessment helped PBI determine and convince County officials that leadership changes were needed.
With the new cadre, we conducted training and coaching to help them become a High Performance Team, utilized the entire workforce to define and implement core values, conducted and interpreted the CliftonStrengths assessment for all 90 people and 15
natural teams, and established a workforce committee they named PEAK (People Encouraging Accountability and Knowledge).
The culture is much healthier now and facilitates truth telling and peer accountability.