MITIE Client Services is mighty good to work for : Revolutionary approach to staff development earns Sunday Times awards

Purpose – Describes how specialist provider of five-star front-of-house services MITIE Client Services is ensuring it is one of the best places to work. Design/methodology/approach – Details the company culture and the various innovative training methods to support staff development. Findings – Reveals how team members attend a four-day experiential-training course at the Revolution Academy, and explains how staff members are helped to embrace the company vision of creating exceptional, memorable experiences – one guest at a time. Practical implications – Demonstrates how, as the business does not deliver a tangible product, success is gauged through the quality of interaction among the team and that training is therefore not designed to instruct but to ignite certain behaviors in people, inspiring a change in mind-set that leads to long-lasting transformations in attitude and performance. Originality/value – Discusses the approach to mind-set change that develops a strong culture at the company.