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How to Engineer an AMAZING Service (and Business!) Turnaround

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In less than 5 years, LUX* went from almost bankrupt to being an industry leader. But how? In a nutshell, they moved fast and they went all in.

When everyone on the team is on board, energized, and pulling in the same direction, you’d be amazed at how quickly major transformations take place.

LUX succeeded by investing heavily in its people – and its service culture. And they reaped the rewards in soaring profitability, a shining reputation, exceptional service ratings, and renewed loyalty from customers AND employees.

Watch the video to hear how LUX engineered this incredible turnaround.

#VideoPosts #ServiceLeadership #ServiceCulture

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Below is an Autogenerated Transcript

Ron: You were actually with Naiade before LUX* was created. 

Nicolas: Yes.I joined, in fact, the Naiade group just, I would say four months before the big crisis of 2008 happened. So I’d just joined. 

Ron: You had just joined and… Exactly. This close to bankruptcy. Yep. In that moment, during that time, we took on the first evolutionary transformation. The challenge of that. You call it a trip. It’s been an ongoing journey, and said, “Let’s invent a brand new brand. Call it LUX*.”

You know, aim for a level of shining service. Create reasons to go, and it worked. Yeah, it worked. But it wasn’t just a wave of a magic wand and it happened overnight. What was the transformation that you saw in the people that allowed an almost demoralized collective to become the LUX* Shining Personalities?

Nicolas: The most obvious for that, when I think about the transformation, the first thought that comes to mind is, for me, the speed with which it happened. Because, I mean, all the academics will tell you that culture change takes time. Years, decades. You name it. 

But I remember when you came and we did that, I mean, we had four sessions of four, five hundred team members at the time in a big hotel ballroom, and that energy that was present in that room on that day and those days. It started from there and very quickly we started reaping the benefits of that infusion of energy, the new leadership, the new direction, and for me, that’s something that quite always amazes me with that company is that it worked so fast. 

The turnaround was so fast financially, with the people inside of the business, but I think the people inside of the business were the key to the financial turnaround. But for me it shows that when you have the right leadership in place and you put all the people aligned in their thinking and their focus, and when you tell people, I mean, it’s not a secret.

People say,“What is your secret?”. We just do what we are supposed to do in the business we are. That is taking care of the guests.

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Welcome to the Worldwide Uplifting Community!

Here’s what’s next…

Check your email for the welcome we just sent – and reply to let us know you received it!

We’ve included some useful resources 
for you to explore…

…and we’ll be in touch to share more ideas 
and invitations for you.