Using Training to Instill a Sense of Purpose

Chip Conley, Joie de Vivre Hospitality

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Conley believes that employees perceive their employment in one of three ways:  As a job, as a career, or as a calling.  Employees that see their employment as a career or a calling tend to build relationships through excellent customer service.  Rather than increasing advertising, Joie de Vivre Hotels invests in its employees by implanting a sense of ownership.  In off-site retreats, employees at all levels are asked to give their input on the company's strategy.  The results can be seen in employee and customer satisfaction surveys. In an industry where employee turnover can be as high as 70-100%, Conley's company has lowered its turnover to 24%.  

May 19, 2008

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