Building a Unique Company Culture.Better Business Better Life podcast guest Richard Blank Costa Ricas Call Center.

Yeah, that's fantastic. And I know that you were saying before, you've got about 150 staff at the moment in the call centre, it can grow up to 300. And you actually know most of them by name, you spend time with them. And tell us a little bit about the special room that you've got there. I know everybody's by name. It's like a car wash. They have to go through my section if they're working at the ball center. And it usually happens on the first day, Deborah, before they take a single phone call or even go into the training room for soft skills and product training. I bring them into my free play arcade. I'm an avid collector of American pinball machines, jukeboxes, and retro arcade machines. And gamification is very important for my environment. It reduces attrition. It builds friendships. People can let off steam, recharge batteries and hang out with me, Deborah, in a neutral environment where they can beat the boss in pinball one day. We're having fun instead of just absorbing. Now they're contributing because they really are bonding. And so for me, yes, ma'am, I know everybody's name. And when they come here, I try to break bread with them. Besides what COVID did, which caused a lot of the agents to work from home, and we can talk about that later, while they are here, when I am with them, I will make sure to walk the road stop and not just say, Deborah, you're doing a great job. I literally have listened to a call or I'm there at the moment and give you that sort of positive feedback about your rebuttals, a positive escalation, your tone are just sounding amazing on the phone. And I'll do it in front of everybody. And you might say to me, well, Richard, you're the only boss who does it. And I go first, that's a shame. And second ever, the reality is I might be the last one that ever does it unless I'm the last boss you ever have. And you start doing it as your company culture and tradition.
Better Business Better Life Podcast. Episode #61. The Costa Rica success story with Richard Blank

Welcome to another episode of Better Business Better Life. I’m your host, Deborah Chantry Taylor. I’m passionate about helping entrepreneurs and their leadership teams get what they want out of business and life.