Lead with Your Customer: Transform Culture and Brand into World-Class Excellence

Chapter 10

Understanding the Real Price of Passion

Now that we've explored the initial promise made to your employees and the delivery systems of people, place, process, and product to deliver the experience to them, we need to look at whether or not it will all be worth the price they pay—P6, in the context of the World Class Excellence Model (see figure 4-1).

Organizations often talk about the price of employee turnover. Looking at the costs of hiring new employees plus the costs of training and getting them up to speed is a factor that we should not overlook. But the emphasis here is on being proactive—keeping great employees by making ...