GODDEN ON TALENT MANAGEMENT

“One of the most powerful things is recognition,” explains Godden. “We have been deliberate about this by sharing our achievements and successes with the whole business recognising the individuals who were responsible for these. In cases where an individual provided exceptional service, we have shared the customer’s feedback with everyone. This does not have to be coupled with a reward to have a huge impact.”

“That being said, we are very much a performance driven organisation and we have all committed to take responsibility when we fall below expectation. Every decision has consequences – good or bad. We try to work together to learn from these mistakes and we also invest heavily in training and skills development to be better every day.”