The Customers Challenge
To assist 500 housing association employees identify and apply values in action.
As the clients business is housing it seemed a wasted opportunity not to focus on the metaphor of housing as a vehicle for communicating the required shift in behaviour.
The 8 values were layered as the two tiers of values in action with bottom floor being foundations i.e. key/fundamentals without them we cannot function and top floor being those that were determined as “extra mile” by our client. This session was also conducted on the premises of an empty property using a separate room in house to illustrate the connection between themselves and the customer.
The organisation has since then created a housing plan format for all documentation that reflects the model shown above to communicate any values related issues to both customers and colleagues, such was the impact of the programme.