Close X

All keynote and training topics are available as virtual options. As always, Doug’s content is highly customized for current trends and unique content to every organization. We also have an extensive LMS library available for your training staff and department leaders, OR use one of our recommended facilitators

Everyone Gets the Blues Here

Consider which company uses these words:

• Blue Buddy (a mentor)
• Blue Juice (energy/motivation)
• Blue Views (staff meetings)
• True Blue Points (customer loyalty program number)

Receiving a guided tour of the Jet Blue University in Orlando, Florida ranked as the highlight of a recent conference where I spoke. During the tour of this world class facility (including flight simulators), I was constantly reminded how a culture is created and sustained: “Jet Blue isn’t simply a place to come to work, whether as a call center employee or as a member of the flight crew, we like to blend operational excellence with some fun.”

Even better is their call center Mission Statement: Personal, Helpful, Simple. Direct and memorable. Certainly, words alone don’t create the culture of an organization, but they can serve as windows through which one can peer to get a glimpse inside.

To set the tone of teamwork and unity, every one of their 2,000+ call center employees participate in the new hire orientation program at Jet Blue University … vital, since most work from home.

Best part of the tour? Seeing a training room replete with airline seats! Nothing like setting the tone for a behavior-based training session. Jet Blue University’s one weak point? They don’t conduct training for the afore-mentioned call center employees in the room with the cool seats. When I mentioned this lost opportunity of brand connection to their University representative, he smiled, turned to his co-trainer and said, “this is a great idea, let’s look into it!”

Yes, I could tell their Blue Juice was already flowing.