When its employees speak up, Ladbrokes listens : Bookmaker leaves little to chance when it comes to making best use of staff's skills and ambition

Purpose – The paper aims to detail the comprehensive system of employee communications at UK bookmaker Ladbrokes, and the company's success in the Investor in People awards. Design/methodology/approach – The paper considers initiatives such as “speak‐up” days, the “Ideas From You” reward scheme, directors' “back‐to‐the‐floor” experience, the staff council, and use of the shop EPOS system to survey staff about particular developments and suggested improvements. Findings – The paper shows that these communication channels help to ensure that the workforce is adaptable and receptive to change, and have significant levels of product knowledge, technical expertise, and exceptional customer‐service skills. Practical implications – The paper highlights an important area of competitive advantage for companies operating in the service sector. Originality/value – The paper sites the Investors in People award in the context of good employee communication.