Multi-Year leadership, customer service training, executive coaching with the board.
Developed 5-year transformational goals with the board, executive leadership training to cascade the goals, trained every manager and assistant manager and then every employee at every property on how to create raving fans.
Trained leaders on Situational Leadership and One Page management.
We helped the operation move from a sleepy locals only destination to a high-performing customer-focused organization, leading them to be an acquirer of competitors during our tenure.
Boyd Gaming built management bench strength while:
- reducing turnover by 174%
- improving NPS by 23 points
- increasing repeat customers by 18%.
Much of this growth was fueled by word of mouth, however, excellent and memorable service was being created at every property consistently.