Enabling accountability through ownership
To build sales, Adkins asked his store managers to move from being order-takers to active participants in the customer’s experience. Instead of telling the managers precisely how to carry out this initiative, however, Adkins demonstrated the leadership behaviors that gave others the creative freedom to execute on this new strategy.
Store managers responded to Adkins’s request with energy and enthusiasm. Managers initiated suggestive selling. They began educating customers on new menu items and recommending complementary products. More significantly, they modeled these behaviors for their store employees. Employees were encouraged to develop their own approach to engaging the customer and coached on opportunities they may have missed, such as preparing a loyal customer’s order before they reached the front door.
By communicating his confidence in the store managers, Adkins provided a clear objective, thus unlocking the leadership potential in each of them. The managers responded by owning the strategies they developed and taking personal accountability for the results.
Mastering the world of accelerated change
Bright Side helped Jamba Juice leverage its core strength — a highly engaged work force. Together, they built a companywide culture that was invested in the development and successful execution of the new company strategies. Together, Bright Side and Jamba inspired the employees to reconnect with the essence of a brand born out of the pure pursuit of happiness. By introducing new habits and behaviors, Jamba became a culture of possibilities and growth.
Since Bright Side’s involvement with the company, Jamba Juice has experienced a true turnaround, enjoying positive results across the business:
- Store ratings have increased by double-digit percentages in service, quality and overall customer experience
- Brand awareness has increased significantly
- Product launch times have been cut by 50 percent
The Bright Side difference
“The big difference between Bright Side and other consultants is that they helped us build leadership behaviors, skills-based training and action learning as core competencies,” Adkins says. “We integrate that into everything we do now. That is Bright Side’s legacy at Jamba.”
While most change management resources address human behaviors on some level, none can isolate and translate leadership behaviors into so many far-reaching, business-relevant consequences. Bright Side specializes in building the entire behavioral system:
- Introducing leadership behaviors
- Linking these behaviors to business outcomes
- Coaching behavior application to build habit strength
- Providing execution support to ensure rapid business outcomes
“The Bright Side method brought us greater alignment,” White explains. “It brought the company a common language that allowed each individual to move more rapidly in the execution of their responsibilities.”
How to reach Bright Side Inc., (440) 543-1800 or http://www.bright-side.com/
How to reach Jamba Inc., (510) 596-0100 or http://www.jamba.com/
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