Motivating staff to deliver more with no financial...
Transcript of Motivating staff to deliver more with no financial...
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Motivating staff to deliver more
with no financial incentive
Keeping workforce engagement
levels high during uncertain times
1 16/05/2012
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Recognised for
Excellence in Service
Leadership
Highly Engaged and
Committed
Rackspace credentials
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Agenda
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• The Foundation
• Purpose & Culture
• Camaraderie
• Individualisation
• Ownership & Empowerment
• Right Environment
• Communication
• Managers
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Net Promoter Score (NPS)
“How likely are you to recommend Rackspace to a
friend or colleague?”
Net Promoter Score = %Promoters - %Detractors
0 1 2 3 4 5 6 7 8 9 10 Detractors Passives Promoters
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Engaged Racker = Customer Promoter
Engaged Rackers Deliver Fanatical Support…
Fanatical Support Creates Loyal Customers…
Loyal Customers Drive Growth
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Our Vision To be recognized as one of the
world’s great service
companies… “ ”
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Our strength – I have a purpose
• Our culture and values matter to us
• We have pride in what we do & what Rackspace stands for
• We believe we care about our customers more than our competitors
• Special meaning in work
• We are a welcoming and fun organisation
• People celebrate special events
• Strong sense of camaraderie
• Rackers care about each other
• Management Care and strive to make things better
• Management would only lay people off as a last resort
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What do we
want from
Work?
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Our culture is the secret
sauce that makes us so
successful...
And really rather super!
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Natural Born Rackers You can’t send a duck to Eagle School
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Leveraging Strengths
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“People don’t change that much. Don’t waste time trying to put in what
was left out. Try to draw out what was left in. That is hard enough.” Marcus
Buckingham
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Are you Ready to Rack? Accelerating engagement and performance
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Engage at pre-start
Reduce time to competence
Retain talent
RECRUITMENT ENGAGEMENT
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Whack at The
Rack! • Be who you are and have fun
whilst doing it!
• Racker ideas = great culture
• Rack Gives Back
• Racky Races
• Three Peaks Challenge
• Birthday card
• Hawaiian shirt day
• Birthday off and half a day
xmas shopping
• Games Room
• Celebrate personal and
professional achievements
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Three Peaks Challenge
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Ownership and empowerment
• Rackers built Rackspace and our culture
• Open Book and challenge
• No Hierarchy
• Rackers are involved in decisions
• Small Teams - Two Pizza rule
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Recognition
The Straight Jacket
Fanatical:
“marked by excessive enthusiasm for,
and intense devotion to a cause or idea”
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What’s Your Top Honour?
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The Right Environment
• Home of Fanatical Support®
• Games Room
• Local discounts
• Great breakout areas
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Communication
• Open Book
• Blogs
• Open Hours and Unplugged
Sessions with leaders
• Manager Sessions with
leaders
• Weekly Talking Points for all
Rackers
• Open plan office layout with
great break out areas
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Great Managers Are The Foundation
Employees join a company,
but they leave a manager “ ”
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Meet Our Great Managers
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• Self Awareness
• Trust
• Autonomy
• Genuine care
• Open challenge
• Clear expectations
• Accountability
• Communication
• Listens
• Appreciative
• Fulfils potential
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What We’ve Covered
• Our Foundation
• Purpose & Culture
• Camaraderie
• Individualisation
• Ownership & Empowerment
• Right Environment
• Communication
• Managers
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Thank you