The Business

This $130m privately owned business has more than 20 retail convenience sites across Australia serving more than 3 million customers every year.

The Challenge

Teams at multiple sites were experiencing distracting communication issues, affecting productivity, customer service and staff wellbeing, as well as staff turnover, sick days, roster management and inventory loss.  Many of the team leaders were relatively new to supervisory and management positions.

The Solution

Headswitch customised a program that would address all the existing issues, then create a more trusting, resilient, values-driven team environment, and at the same time empower and train the leaders to maintain and build on those gains over time.  The following Headswitch programs were employed to deliver the solution:

1. Organisation Development – Team Building
2. Customer Service Training
3. Leadership Development Training

The Results

• The Teams created and committed to a set of Team Values and Practices
• Individuals are empowered to take more responsibility for how their store runs
• The Leadership Group adopted new practices and created a new Charter for managing their teams
• The Leadership Group are providing more effective leadership in supporting and training staff, and resolving issues
• The majority of participants report a greater sense of wellbeing at work and greater confidence and trust in their team members and leaders

Testimonial

I was very impressed with the Headswitch Team Building programs and Leadership Coaching delivered across multiple sites in our business. The transformation from a couple of months ago has been amazing.

• More transparency
• More confidence and more open communication
• Issues are being sorted out faster and with less fuss
• There is clearly more positive and inclusive teamwork present
• Our leaders have really stepped up as a result of the coachingI particularly liked how each of the groups arrived at their set of Team Values and how they want their stores to run.