Case Study: lastminute.com
Situation
Lastminute.com started in the early 1990s and is now the UK’s leading online travel and leisure retailer, with over 1.65 million visitors per week. Offering a 5-star lifestyle for 3-star cash, customers can purchase flights, tickets, hotels and more through a one-stop online shop.
Challenge
In the early years of this highly successful business training solutions were needed for a culture of young, highly skilled technicians who had little or no experience as managers, leaders and mentors. The solutions needed to fit a quick-to-respond culture of ‘twenty-something’ professionals with a passion for technology, innovation and Star Wars movies!
Solution
- We created a series of customized two-hour training ‘patches’ delivered on site several times a week to small groups. They covered subjects like motivation (Fizzle or Fly), time management (Sorry I’m Late), performance management (Making People Count) and customer service (Make Their Day).
- We delivered an intensive ‘train the trainer’ course to a small group of staff with a flair for people development called Yoda’s Guide To Jedi Wisdom.
Results
- Management skills were built within the business that helped sustain its success.
- The lastminute.com trainers delivered ‘Star Wars theme’ sessions with enthusiasm, and participation was high.
