Above and BeyondAbove and Beyond

‘Give us your employees for 90 days and we’ll give them back their soul’

The 90 Day Employee Inspiration Programme

Where we’re at todayWhere we’re at today

Recession has meant that low morale Recession has meant that low morale is becoming the default setting for is becoming the default setting for many employeesmany employees

Personal growth and job satisfaction Personal growth and job satisfaction has decreased, reducing feelings of has decreased, reducing feelings of fulfilment through workfulfilment through work

Work should go back to being a Work should go back to being a mission, an adventure and mission, an adventure and something to be looked forward tosomething to be looked forward to

‘‘I used to get butterflies when I I used to get butterflies when I walked into work, but that seems a walked into work, but that seems a long time ago now.’ long time ago now.’

Why this is SO importantWhy this is SO important You’ve done brilliantly You’ve done brilliantly

innovating your products and innovating your products and proposition – consider now proposition – consider now doing the same with your doing the same with your employeesemployees

Become an extraordinary Become an extraordinary employer. Spend time and employer. Spend time and take pride in how different take pride in how different your employees experience is your employees experience is

Be entrepreneurial when Be entrepreneurial when thinking about your team’s thinking about your team’s working life – how can you get working life – how can you get that buzz back?that buzz back?

Yes we all go to work to make Yes we all go to work to make money but there’s so much money but there’s so much more to our motivations than more to our motivations than thatthat

‘I’m worried that my staff might not be in the right place at the moment and morale is low. I need them to be ready when the upturn arrives.’

The Real Cost of Ignoring EngagementThe Real Cost of Ignoring Engagement

The Chartered Institute of Personnel and Development (CIPD) The Chartered Institute of Personnel and Development (CIPD) has shown that losing an employee of one year’s tenure will has shown that losing an employee of one year’s tenure will cost the equivalent of that person’s basic salary to replace.cost the equivalent of that person’s basic salary to replace.

If you include the costs of recruitment, loss of productivity, If you include the costs of recruitment, loss of productivity, morale and team focus – as well as required training time and morale and team focus – as well as required training time and loss opportunity costs, you are quickly into the millions of loss opportunity costs, you are quickly into the millions of pounds for voluntary attrition alone.pounds for voluntary attrition alone.

If you have 500 employees with a 15% voluntary attrition, If you have 500 employees with a 15% voluntary attrition, that’s 75 people leaving in one year. If the average salary is that’s 75 people leaving in one year. If the average salary is £50,000, then the cost of attrition is £3,750,000 for that year £50,000, then the cost of attrition is £3,750,000 for that year alone.alone.

The ‘New War on Talent’ is about to kick off in Q1 2010 with The ‘New War on Talent’ is about to kick off in Q1 2010 with fully 60% of employees looking for a new experience, recruiters fully 60% of employees looking for a new experience, recruiters more desperate than ever, and unemployment at an all time more desperate than ever, and unemployment at an all time high.high.

If you’re not addressing ways to keep people engaged and If you’re not addressing ways to keep people engaged and excited, we guarantee someone else is. excited, we guarantee someone else is.

The game is changing and the rules are being made up every The game is changing and the rules are being made up every day. Be a rule maker, not a game player.day. Be a rule maker, not a game player.

Thought of the day…Thought of the day…

In a world where business is more In a world where business is more interested in interested in bestbest practice rather than practice rather than differentdifferent practice, is it any wonder that practice, is it any wonder that employees’ working experiences are all employees’ working experiences are all starting to look the same?starting to look the same?

Guaranteeing discretionary Guaranteeing discretionary efforteffort

We believe your employees are We believe your employees are your single most valuable assetyour single most valuable asset

We know what the contract says We know what the contract says an employee should be doing. an employee should be doing. But how do we get £1.20 worth But how do we get £1.20 worth of value out of every £1 you of value out of every £1 you spend on salaries?spend on salaries?

The Above and Beyond The Above and Beyond programme will dramatically programme will dramatically enhance employee engagement, enhance employee engagement, communication and motivationcommunication and motivation

Ever worked for a truly Ever worked for a truly inspirational organisation? How inspirational organisation? How did that feel?did that feel?

10% nature, 90% nurture10% nature, 90% nurture

Over the next 90 days, we’ll Over the next 90 days, we’ll introduce our tried and tested introduce our tried and tested programme to create a new, programme to create a new, engaged engaged Corporate CommunityCorporate Community within your organisationwithin your organisation

We’ll also train the trainer to We’ll also train the trainer to maintain these key changes maintain these key changes beyond the 90 days and beyond the 90 days and monitor their progressmonitor their progress

You’ll see a fast, tangible You’ll see a fast, tangible change in employee morale and change in employee morale and confidenceconfidence

Happy employees mean happy Happy employees mean happy customerscustomers

“I care about the job, of course.

But mostly I want to be inspired”

The inspired Corporate The inspired Corporate CommunityCommunity

Click on the info buttons to the left of each chapter to find out more.

At the end of a chapter you’ll see a home button which will return you to this menu screen

‘

First things first

Taking the corporate temperatureA better place to work

Awesome communications

Bringing back the butterflies

Create a Recognition Tradition

Inspiring Sales

Remembering that this is fun

Confusion Lost, Identity Found

Total Reward

The Brand Promise

Employee Identity

Innovative Inductions

The Intranet & Benefits

Emergency Help

Every great journey…

Taking the corporate Taking the corporate temperaturetemperature

What does your team What does your team reallyreally think about the think about the organisation?organisation?

Are there issues common to Are there issues common to a number of people?a number of people?

How would How would theythey go about go about making inspired changes?making inspired changes?

Is it possible they have all Is it possible they have all the ideas already?the ideas already?

One on Ones…phase 1One on Ones…phase 1 We’ll conduct some top down and We’ll conduct some top down and

bottom up one to one’s and ask bottom up one to one’s and ask some interesting questions like:some interesting questions like:

How have the last twelve months How have the last twelve months been?been?

Do you still feel fully engaged?Do you still feel fully engaged?

Does this job role give you Does this job role give you butterflies like it used to?butterflies like it used to?

If you were in charge what’s the If you were in charge what’s the first thing you’d change?first thing you’d change?

• Most importantly of all, we’ll listen Most importantly of all, we’ll listen and take on board the feedbackand take on board the feedback

Team Meetings…phase 2Team Meetings…phase 2

We run a number of We run a number of strategies here including:strategies here including:

The Carlsberg Test The Greenhouse The seven habits of The seven habits of

highly motivated peoplehighly motivated people Draw how you feelDraw how you feel

The key is, no idea is The key is, no idea is too stupidtoo stupid

Again we’ll LISTENAgain we’ll LISTEN

And in parallel…phase 3And in parallel…phase 3

We’ll conduct a confidential We’ll conduct a confidential online employee survey to online employee survey to establish where pain is being establish where pain is being feltfelt

Financial prizes will be Financial prizes will be offered for all good ideas offered for all good ideas adoptedadopted

All three phases should be All three phases should be completed by week 4completed by week 4

And then crucially, take actionAnd then crucially, take action We’ll collate all the survey We’ll collate all the survey

results and ask you to review results and ask you to review them as an urgent agenda item them as an urgent agenda item at the next Board meetingat the next Board meeting

Where improvements can be Where improvements can be made we’ll divide them into 1, made we’ll divide them into 1, 3 and 6 month delivery times3 and 6 month delivery times

The quick and easy wins should The quick and easy wins should be instantly implemented to be instantly implemented to give the process credibilitygive the process credibility

You’ll announce the one, three You’ll announce the one, three and six month deliverables at and six month deliverables at your first Quarterly your first Quarterly Performance Review (for more, Performance Review (for more, see later) see later)

Time for a Breath of Fresh Air?Time for a Breath of Fresh Air?

A common response from A common response from employee surveys is frustration employee surveys is frustration with an untidy officewith an untidy office

Familiarity breeds contempt – Familiarity breeds contempt – “nothing’s changed in my “nothing’s changed in my working environment for ages”working environment for ages”

What easy steps could quickly What easy steps could quickly and easily be taken to improve and easily be taken to improve it?it?

An example An example TeamTeam ‘Breath of Fresh’ Air ‘Breath of Fresh’ Air strategystrategy

Using the ‘Carlsberg’ data we’ll:Using the ‘Carlsberg’ data we’ll:

Move team desks aroundMove team desks around Decorate the office to reflect the brand promise/corporate valuesDecorate the office to reflect the brand promise/corporate values Bring flowers to workBring flowers to work Improve the lighting (especially in winter)Improve the lighting (especially in winter) Demand a clear desk policy – file it or bin it. Empty PodsDemand a clear desk policy – file it or bin it. Empty Pods Refresh the vending machines with better, healthier productsRefresh the vending machines with better, healthier products Have free fresh fruit delivered every weekHave free fresh fruit delivered every week Ask the sandwich lady to bring healthier options – salads for Ask the sandwich lady to bring healthier options – salads for

exampleexample Do a sponsored diet - £ for pound coming from the companyDo a sponsored diet - £ for pound coming from the company Raise money for something specific (a guide dog, horse for the Raise money for something specific (a guide dog, horse for the

disabled)disabled) Adopt end of week team meetings to review progressAdopt end of week team meetings to review progress

An example personal ‘Breath of Fresh’ Air An example personal ‘Breath of Fresh’ Air strategystrategy

Using the Wheel experience data I’ll:Using the Wheel experience data I’ll:

Come to work a different way – it brings amazing freshnessCome to work a different way – it brings amazing freshness Car share with a colleague one Friday - discuss their working Car share with a colleague one Friday - discuss their working

experienceexperience Read a newspaper every day and change the title if needs beRead a newspaper every day and change the title if needs be Listen to Radio 4 in the car and get an opinion on the worldListen to Radio 4 in the car and get an opinion on the world Get a monthly lunch with someone from elsewhere in the Get a monthly lunch with someone from elsewhere in the

business and ask them what they’re working onbusiness and ask them what they’re working on Go for a 20 minute walk each lunch time and breath!Go for a 20 minute walk each lunch time and breath! Reinvent my job spec – what else can I add to the company like Reinvent my job spec – what else can I add to the company like

creating a Sports/Social club or finding out who else likes rugbycreating a Sports/Social club or finding out who else likes rugby Think about what interests and skills I use at the w/e that might Think about what interests and skills I use at the w/e that might

be useful herebe useful here Organise my team to do something different one afternoon – Organise my team to do something different one afternoon –

get a two week tattoo, play bingo with pensioners, do a Reiki get a two week tattoo, play bingo with pensioners, do a Reiki classclass

Get the team in the pub one evening and compare notesGet the team in the pub one evening and compare notes Do all this to create a Do all this to create a freshness reservefreshness reserve

Do your people know where they’re Do your people know where they’re headed?headed?

Surveys suggest employees Surveys suggest employees don’t feel trusted with the don’t feel trusted with the truthtruth

Recent redundancies has only Recent redundancies has only enhanced thisenhanced this

Increased suspicion of the Increased suspicion of the Management teamManagement team

Easily solvable because Easily solvable because normally this is caused by a normally this is caused by a lack of effective lack of effective communicationcommunication

Communication - the heart of Communication - the heart of your company’s DNAyour company’s DNA

Insist on a culture of Insist on a culture of openness and honesty openness and honesty across the companyacross the company

Establish an open door Establish an open door policy and work regularly policy and work regularly amongst the rest of the amongst the rest of the teamteam

Board led, the company Board led, the company must become must become communications expertscommunications experts

Here’s a few ways how…Here’s a few ways how…

Communicate, communicate…you get the Communicate, communicate…you get the pointpoint

Introduce Quarterly Performance Reviews and Company Report Introduce Quarterly Performance Reviews and Company Report CardsCards

Use everything; the Intranet, desk drops, internal newsletters Use everything; the Intranet, desk drops, internal newsletters

and all wall space including bathrooms!and all wall space including bathrooms!

Introduce breakfast clubs, lunch and learns and pizza/beer Introduce breakfast clubs, lunch and learns and pizza/beer eveningsevenings

Introduction through InductionIntroduction through Induction How good is your How good is your

induction programme?induction programme?

Does it properly introduce Does it properly introduce and reinforce your brand and reinforce your brand promise?promise?

Do new people take too Do new people take too long to integrate or do long to integrate or do they hit the ground they hit the ground running?running?

Do HR and line managers Do HR and line managers end up fielding all the end up fielding all the questions? questions?

Your first chance to make a great Your first chance to make a great impression – Induction Dayimpression – Induction Day

New joiners attend within one month of start dateNew joiners attend within one month of start date Include the corporate story - get the Directors to hostInclude the corporate story - get the Directors to host Must be fun, informative and fully interactiveMust be fun, informative and fully interactive Create a comprehensive buddy system Create a comprehensive buddy system Rerun the induction for long term employees Rerun the induction for long term employees

Employee Identity…who are Employee Identity…who are you?you?

You’ve spent a fortune You’ve spent a fortune on establishing your on establishing your corporate identity for corporate identity for your customers…your customers…

But your employees But your employees have an identity toohave an identity too

Another quick win and Another quick win and universally popularuniversally popular

Confusion lost…Identity foundConfusion lost…Identity found Provide a company Provide a company

uniform – polos, uniform – polos, button downs, fleeces button downs, fleeces and/or laptop bagsand/or laptop bags

It provides an instant It provides an instant sense of belongingsense of belonging

Takes away decision Takes away decision making – always making – always smart casual and smart casual and ready for workready for work

Free local advertising Free local advertising around townaround town

Say thank you – it’s totally free of Say thank you – it’s totally free of chargecharge

Employees increasingly feel Employees increasingly feel they are being taken for they are being taken for granted, especially nowgranted, especially now

When was the last time you When was the last time you stopped to thank a stopped to thank a colleague for a job well colleague for a job well donedone

Shouldn’t there be some Shouldn’t there be some way to nominate corporate way to nominate corporate heroes?heroes?

What sort of recognition What sort of recognition process do you have in process do you have in place?place?

Create a Recognition TraditionCreate a Recognition Tradition

Introduce an Employee Introduce an Employee Recognition Programme Recognition Programme and get team members to and get team members to nominate colleagues nominate colleagues onlineonline

Have quarterly top Have quarterly top performers dinners for performers dinners for people across the businesspeople across the business

Run a great sales Run a great sales convention and invite top convention and invite top non sales people toonon sales people too

Include an awards section Include an awards section in the QPR’s – recognise in the QPR’s – recognise staff publicly staff publicly

This was supposed to be This was supposed to be fun!fun!

A long year of cost removal, A long year of cost removal, headcount reduction, unfilled headcount reduction, unfilled vacancies and frozen payvacancies and frozen pay

Morale is weaker, job Morale is weaker, job satisfaction down. ‘This used satisfaction down. ‘This used to be a fun place to work.’to be a fun place to work.’

But confidence is returning – But confidence is returning – the Credit Crunch Tailthe Credit Crunch Tail

Employee Engagement is Employee Engagement is ready for lift offready for lift off

Get your team feeling good Get your team feeling good again!again!

Become famous for the parties Become famous for the parties you throw for employees. A you throw for employees. A great local recruitment toolgreat local recruitment tool

Back a local charity and get Back a local charity and get employees to run/swim/diet to employees to run/swim/diet to raise fundsraise funds

Get involved in Comic Get involved in Comic Relief/Children in Need - Relief/Children in Need - provides a tremendous feeling provides a tremendous feeling of teamof team

Keep a running total of money Keep a running total of money raised on the Intranetraised on the Intranet

Raise money for something Raise money for something importantimportant

Treasure and protect your Treasure and protect your assetsassets

Sometimes things go Sometimes things go wrong that are totally wrong that are totally out of our controlout of our control

Does your team know Does your team know you could be there to you could be there to help?help?

What support would What support would you want to offer/bringyou want to offer/bring

Here are some ideas…Here are some ideas…

We’d like to be the first call you We’d like to be the first call you makemake

Establish a Establish a confidential employee confidential employee helplinehelpline

Offer a ‘no questions Offer a ‘no questions asked’ £1000 asked’ £1000 emergency loan to all emergency loan to all staffstaff

Ensure your benefits Ensure your benefits package matches package matches employee needs – employee needs – we’ll review it for youwe’ll review it for you

The Brand PromiseThe Brand Promise You’ve spent time You’ve spent time

developing a corporate developing a corporate mission statement including mission statement including your vision and valuesyour vision and values

It’s now time to establish a It’s now time to establish a brand promise for your brand promise for your customers, partners and customers, partners and employees to ensure loyalty employees to ensure loyalty and give you an advantageand give you an advantage

So what’s a brand promise?So what’s a brand promise?

The Brand PromiseThe Brand Promise A brand promise is a promise your entire A brand promise is a promise your entire

company can keepcompany can keep

What promises do your customers want What promises do your customers want companies like yours to make using the companies like yours to make using the products, processes and people in your products, processes and people in your organisation?organisation?

Look at your competition. What promise Look at your competition. What promise would give you the best competitive would give you the best competitive advantage? Here are some other advantage? Here are some other examplesexamples

This is the promise you then make and This is the promise you then make and keep in every marketing activity, every keep in every marketing activity, every action, every corporate decision and action, every corporate decision and every customer interactionevery customer interaction

The promise drives budgets and stops The promise drives budgets and stops arguments – the team need to be arguments – the team need to be rewarded depending on their rewarded depending on their commitment to itcommitment to it

Make it part of the corporate DNAMake it part of the corporate DNA

It’s now crucial your team eat, drink and sleep this Brand It’s now crucial your team eat, drink and sleep this Brand PromisePromise

This plus your mission, vision and values statement must This plus your mission, vision and values statement must be taught, advertised and promoted everywherebe taught, advertised and promoted everywhere

All personal objectives and KPI’s must be aligned to keeping All personal objectives and KPI’s must be aligned to keeping this promisethis promise

Here’s a great idea for checking how well your employees Here’s a great idea for checking how well your employees know and understand it? know and understand it?

Introducing Pitch IdolIntroducing Pitch Idol

Hand in hand with Marketing Hand in hand with Marketing we’ll write a one minute we’ll write a one minute elevator pitch spelling out what elevator pitch spelling out what the brand promise meansthe brand promise means

We’ll also incorporate the We’ll also incorporate the company’s mission statement, company’s mission statement, vision and valuesvision and values

We’ll then introduce Pitch Idol We’ll then introduce Pitch Idol to the business and lots of to the business and lots of team members to enterteam members to enter

The winner gets a seriously The winner gets a seriously nice prize & award at the QPRnice prize & award at the QPR

The Intranet & BenefitsThe Intranet & Benefits

You probably designed You probably designed the Intranet to look the Intranet to look something like this back something like this back in the dayin the day

Intranets now need a Intranets now need a refresh and a new refresh and a new purposepurpose

Employee handbooks Employee handbooks are similarly wordy and are similarly wordy and cumbersomecumbersome

Employees still don’t Employees still don’t understand their understand their benefits packagebenefits package

Online Employee Benefits and the Online Employee Benefits and the IntranetIntranet

We’ll refresh the Intranet and let it take the strainWe’ll refresh the Intranet and let it take the strain We’ll review the Benefits and check their relevancyWe’ll review the Benefits and check their relevancy Benefits should then be put online with each employee Benefits should then be put online with each employee

having a clearly visible Total Rewards Statementhaving a clearly visible Total Rewards Statement

Inspiring the Sales TeamInspiring the Sales Team

At the end of the day At the end of the day Sales is the engine Sales is the engine room of your room of your organisationorganisation

Properly motivated, the Properly motivated, the sky is the limit in terms sky is the limit in terms of resultsof results

A driven and enthused A driven and enthused sales team pays for its sales team pays for its own incentivesown incentives

Sales MotivationSales Motivation Run a six monthly sales Run a six monthly sales

convention and reward convention and reward all who achieve target all who achieve target plus 10%. Money must plus 10%. Money must be spent here.be spent here.

Destinations for the Destinations for the convention could convention could include Val d’Isere, include Val d’Isere, Barcelona or MonacoBarcelona or Monaco

Make the trips Make the trips legendarylegendary

Run sales incentives in Run sales incentives in parallel – such as parallel – such as ‘Thanks a Million’‘Thanks a Million’

We know it’s a daunting task but every We know it’s a daunting task but every great journey starts with a single stepgreat journey starts with a single step

Let’s start where it Let’s start where it hurts the most hurts the most

Above and Beyond can Above and Beyond can be run in any order be run in any order and over any timescaleand over any timescale

Where would you like Where would you like us to begin?us to begin?

Applause and Applause and questionsquestions

The Carlsberg TestThe Carlsberg Test

A simple concept. If Carlsberg designed A simple concept. If Carlsberg designed your office, how would it look? Let’s draw your office, how would it look? Let’s draw it on the whiteboard.it on the whiteboard.

We’ve had so many ideas from world class technology, Wii’s and We’ve had so many ideas from world class technology, Wii’s and top of the range plasmas, to views of a harbour, free cold drinks top of the range plasmas, to views of a harbour, free cold drinks fridges and permanently stocked healthy food platters fridges and permanently stocked healthy food platters

All of this is gold dust though, particularly when we come to All of this is gold dust though, particularly when we come to Environment change laterEnvironment change later

The Greenhouse

Question:What would it feel like to

work in a highly motivated office?

Butterflies Back!

Highly Motivated

One in, all in

Innovative and Fun

Excited by the challenge

Proud of the company

Standard office hours ignored

High energy

Unified goals & purpose

Creativity encouraged and rewarded

Referable to friends

A fresh approach

Job roles are expandable

Brand PromisesBrand Promises

Ritz Carlton – Ladies and Gentlemen serving Ladies and Ritz Carlton – Ladies and Gentlemen serving Ladies and GentlemenGentlemen

John Lewis – Never knowingly undersoldJohn Lewis – Never knowingly undersold Volvo – Safety first, alwaysVolvo – Safety first, always Disney – Create happinessDisney – Create happiness Nike – Just do itNike – Just do it Coke – Refresh the world in mind, body and spiritCoke – Refresh the world in mind, body and spirit