Lessons from a Family Business Overhaul
Do you ever wonder about the real impact of organisational changes?
We’d like to share with you the experience of a large family business that decided to shake things up, unaware of the cultural ripple effect that it was going to have. Here's the story of their transformation and how we worked with them to set things right.
The Challenge They Faced
Their aim was to seek efficiency and superior customer service, so the business initiated a significant reorganisation, relocating roles to a new site while maintaining some at the existing location. Unintentionally, this triggered two distinct challenges:
New Site Culture Explosion: Fresh faces eager to excel faced mounting stress whilst working above and beyond to deliver an exceptional customer experience.
Existing Site Dissatisfaction: Those left at the original site felt unsettled, with increasing workloads and job security concerns.
Our Approach
We were called in to help and intervened with a tailored programme designed to address stress levels, foster collaboration, and instil a customer-centric mindset. We provided them with:
Stress-Busting Tools: Developed tools and support groups to empower employees.
Future-Focused Exercises: Crafted exercises to shift focus towards future goals and helped them to see new possibilities.
Collaborative Opportunities: Facilitated teamwork and collaboration which helped strengthen the bonds both within and between the teams.
Cultural Development: Worked with them to create an atmosphere which fostered a new customer-focused culture.
So what was the impact?
Our intervention brought about some amazing changes:
Rediscovered Purpose: Employees felt a renewed sense of purpose and began to actively get behind the new way of working.
Unified Team: Different departments collaborated as one cohesive team and understood one another in a way they had never done before.
Shared Goals: There was a wonderful ‘aha moment’ when the realisation dawned that everyone had the same goal i.e. providing an excellent customer experience.
Skyrocketed Engagement: Motivation levels soared, and enthusiasm for the evolving culture took hold and they actively began to feel a part of it.
Ownership of Future: Employees actively shaped their own future and saw that this change gave them many opportunities for their own personal growth.
So what about the impact on the bottom line?
The business began to see the long-term effects of the work we had done together:
Reduced Stress: They now had a healthier, more resilient workforce.
Increased Productivity: Energised employees were delivering more, and productivity rose significantly.
Enhanced Staff Retention: They stopped losing their best talent at the existing location as people could now see a future with the business.
Boosted Profits: All of this improved efficiency and customer satisfaction so there was an increase in customer loyalty and retention.
Organisational changes impact culture; it's inevitable.
However, you can take control and proactively shape your culture rather than letting it happen by chance.
