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Gala Bingo - Change Management for the smoking banCustomer Service and Change ManagementWell, once burned....(as they say), Gala Bingo was determined to be well-prepared ahead of time for when the Smoking Ban comes into effect in England, Northern Ireland and Wales. Working at speed Gala Bingo and Tee Dobinson, our Associate Director, put together a knock-out change management programme to , keep morale high and give people key change management skills to help them prepare themselves and their customers for the changes ahead.Everyone in every club – from Operations Managers and General Managers through to every single staff member went through a version of the change management programme. Morale and confidence were boosted as staff at all levels felt supported, nothing was being left to chance, the entire workforce felt involved in making this change a success. Since people 'on the ground' knew their clubs better than anyone, our aim was to create a change management programme that could be run by their internal trainers so that everyone could be involved in finding solutions, many of which would be unique to the individual clubs. We believed that just focusing on the implications of the Smoking Ban wouldn't necessarily achieve what was needed. Helping people grapple with the issue of imposed change was a more far-reaching approach; imposed change generally tends to create divisive or difficult behaviour, negativity and feelings of impotence. By giving people an understanding of the process of change and therefore the greater implications associated with the Smoking Ban, Gala Bingo is far better prepared and ready to deal with the consequences of the ban. In particular, their Customer Care, which is outstanding anyway, is now geared to help their customers cope better with this total change in their 'playing' environment. If you would like to talk to us about Change Management, Customer Care, or any of the other professional personal development work we do, call us on 020 7226 1877 or e-mail us at enquiries@impactfactory.com Customer Service and Change Management
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Click on the the image to go to the Gala Bingo website Read More About Change ManagementRead our document on Customer Service or the document called Managing Change in Others Change Management Open CoursesFind the next available Change Management Open Course Change Management Training |
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