Videos
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HBOS
The Challenge
Over the previous 18 months, HBOS had made significant strides in creating a more customer focused, results driven, multi-skilled culture. However, sustaining these cultural changes had demanded a challenging mindset leap for a workforce which, until then, had been operating relatively comfortably and well within their true potential — a good team with the makings of a great team.
Having quickly established new expectations around vision, culture and strategy, the new Head of Partnerships and Affinities was looking for a programme to ramp up ownership, belief and energy around a new vision and values.
He wanted to help his team clarify, enhance and own its existing business vision and values and define the very specific ‘winning’ behaviours and attitudes. He also needed to develop team members to master stressful leadership situations, take full responsibility for their own performance and improve their capacity, and to lead personal and team change.
Sewells Action
Through a highly interactive specifically designed workshop, Sewells facilitated the creation of a new Leadership Charter, a statement detailing the leadership behaviours that would unlock the team’s potential. This was a key output from the initial workshop that laid the foundations for the team to manage their own performance, inspire themselves and build a greater sense of purpose and expectation.
A series of similar interactive workshops was then cascaded down to a further 20 managers as a one day version of Sewells’ Working MiraclesTM Programme. This generated commitment to the business vision and values and created the environment to facilitate adoption of the principles by everyone in the business.
What Sewells Achieved for HBOS
A colleague opinion survey with 100% participation, carried out two months after the event, revealed that a very high percentage of the team believed they worked for a “progressive business, understood their objectives, were proud to work for HBOS and understood what was expected from them in terms of customer service”.
The programme has had a significant and immediate impact on the way we work as both individuals and a team. A fantastic example of how the learning has directly impacted our bottom line was the winning of our biggest single piece of fee-earning business ever worth around half a million pounds, by adopting a different mindset and team approach
HBOS Head of Partnerships & Affinities
Motivation is the most misunderstood aspect of human behaviour. When people are motivated properly … there’s no stopping them. When they’re not … there’s no moving them! 
When any contact makes the customer feel valued and appreciated, you create a loyalty that compels them to return again and again.