What'S The Secret?: To Providing a World-Class Customer Experience

Chapter 6. Commandment II: Creating a World-Class Internal Culture

Attract, hire, and retain only the people who have the Service DNA

We don't put People in Disney, We put Disney in People.^[63]

—Disney Institute

Creating a world-class internal culture that attracts, hires, and retains only the people who are capable of upholding the Service Vision of the organization is the second step in achieving world-class customer service. Building your culture using your Service Vision to guide you will make or break the success of the following eight commandments.

Why People Leave

According to a Gallup survey, the top three reasons why employees leave their jobs are:

1. Lack of faith in the leadership or vision of the company.

2. Concern with the way management is treating people.

3. Lack of management support in areas such as performance reviews and employee development.

The single most important determinant of an individual's performance and commitment to stay with an organization is the relationship the individual has with his or her immediate manager. People leave their manager far more often than they leave the organization.^[64]

The cost of replacing an employee is somewhere between 1.75 to 2.5 times his or her annual salary. High turnover can cause remaining employees to question their loyalty. Studies prove that the reasons why people leave their jobs is directly related to how connected people feel at ...