Fusion Focus on Communication, Change & the Customer

Fusion is a highly successful leisure facility management company. In late 2007 Purple Monster was asked to assist in the delivery and implementation of a culture change initiative. After internal investigation it was decided that there was a need to refocus the business on putting the customer first. A customer excellence programme for all levels of customer facing staff was created to drive the focus on customers throughout the business.
A change programme had already been designed by a business consultancy but the delivery of the programme was proving problematic. The client was pleased with the consultancy’s model but did not have the same confidence in the ability of staff to engage customers fully and requested that we give them more tools and practices that would help them in this regard. Purple Monster’s brief was two-fold:

  • ENABLE STAFF TO:
  • understand better the needs of the customer
  • understand the change to focus on customers as paramount
  • become guardians of the brand
  • Work better as a team
  • ENABLE MANAGERS TO:
  • communicate the need for change effectively and sustainably
  • cascade a ‘power to influence’ within the organisation

In close consultation with the programme director, senior leadership team and Managing Director, Purple Monster helped design, coach and deliver a programme of workshops specifically for a cascade model of delivery, which will be implanted throughout 2008 and touch every employee in the business.
With full support from Purple Monster, the programme was delivered to first level leaders by the senior management team who served as ambassadors to the change programme. The workshops enabled managers to experience customer focused sessions and to better understand the needs and requirements of their staff in the implementation of the cascade plan.
Purple Monster remains closely in touch with the delivery team and continues to support the engagement and delivery programmes. The timeframe meant that every employee went through this customer focussed change programme by the end of July 2008. Purple Monster remain connected to this programme and are runnng refresher courses throughout 2009.

Total understanding and acceptance of the cultural change plan was achieved and Purple Monster’s influence was paramount in the engagement of all staff levels. Subsequent events were also highly effective in achieving engagement, understanding and acceptance of new programme, processes and procedures. Purple Monster’s support was seen as vital in the effectiveness of the new plan.