Once the season got going, Colin initiated various activities to make people feel part of ‘Team Blue Cow’. He ran a weekly staff social event in which milestones and personal events such as birthdays were celebrated, and where he presented and discussed weekly progress indicators as well as market-research feedback gathered from skiers. Colin would talk about positive incidents of customer service he had observed during the week (while doing what he called ‘management-by-skiing-around’). And during his daily interactions with the frontline, he would express his appreciation for what his
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