What We Do
“DIVERSITY BY DESIGN”
COMMUNITIES INSTEAD OF TEAMS
IT’S NOT ABOUT THE MONEY…
years we have been studying the cause and effect of how companies “hire
and train” to retain employees, create numerous benefit programs, provide
bonus structures, retain external consultants or internal HR departments to
develop teams, and painfully move to providing healthcare options for all
line staff; yet still experience extraordinary turnover in staff.
began experimenting with a different approach to how employees are treated
in the workplace, without initially looking to an outcome around employee
retention, but rather creating communities in newly- opening restaurants,
to foster more openness in the groups we helped create, a more respectful
environment in which to work, and from a business standpoint, create a better
customer experience by decreasing the time required for a newly trained staff
to be said to have achieved the look and feel (from a customer standpoint)
of a mature restaurant operation.
our surprise, a year later, and then in subsequent years, the decrease in
turnover (both in line staff and line managers) was markedly less than industry
averages, and exit interviews with employees who left showed that exiting
employees were most often not leaving for reasons generated by the work environment.
work we do in our “Diversity by Design” program assists in fostering
communities and creating relationships that help support the connection of
people from different cultures, of all descriptions.
process encourages people coming to see “others” as people who
are there hearing them and supporting them to become what has been described
by some sociologists as “organizational citizens”, a behavior
we have found in our work to be a component of creating communities in individual
In a world of competition and estrangement, what employees want is to feel “part of” and to feel that they “belong”. Our work with the “Diversity by Design” model has shown us that an investment in creating communities in restaurants provides both fiscal benefits and improved customer satisfaction far beyond the benefit programs currently viewed as the answer to the ongoing question about how to decelerate the turnover of employees in the hospitality industry.
"Nosce Te Ipsum"