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One of Australia’s most innovative agencies has reported significant improvements in customer service since investing in a 24-hour staff gym.
Toop&Toop has just been recognised for its customer service by becoming the first South Australian firm to win the Best Practice Award for Australasian agencies. The business was also recognised for its market share, teamwork and integrity.
General manager of sales and marketing Genevieve Toop said the agency had become a more productive business and attractive employer since the wellness centre opened in 2014.
Ms Toop told REB the centre has also driven increased interaction between the agency’s 132 staff, who are usually spread across seven offices.
“We have found internally that our staff productivity, energy levels and knowledge-sharing between departments has increased since the introduction of the wellness centre, which is transferring into benefits for our clients,” she said.
“Our team is more energetic and positive and this translates into a better service experience for our clients.
“The positivity around the office has increased and the phone manner and tone of email communication has significantly improved. Our team is energetic and bubbly, and this is helping to ease situations that have the potential for conflict.”
All staff have 24-hour access to the centre, which is run by a full-time wellness coach who provides fitness and health advice, according to Ms Toop.
The wellness coach works closely with Toop&Toop’s full-time business coach to ensure employees’ business goals align with their health and work-life balance, she added.
Ms Toop said staff appreciate the flexibility of being able to exercise during the work day – and can then make after-hours business calls when they end up finishing later.
“We are finding our team are genuinely happy to stay back to finish work, or make calls to clients without feeling any resentment about staying back late,” she said.
“We find they are going that extra mile for our clients as they can see that as a company, we are valuing them and are providing facilities that make it easier for them to be able to manage a good work-life balance in an industry they are passionate about.”
[Related: Culture is main reason staff join an agency, survey reveals]
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