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Chapter 6

*Devin also features in chapter 1 & 7

Connect the frontline to the bottom line

with
Devin Murphy
SVP of Operations, Barry's
WHAT'S INSIDE?
Chapter 6
Connect the frontline to the bottom line
If your frontline workers are putting in outstanding performances, your key metrics are certain to improve.Your frontline staff deserve to feel pretty chuffed about these results.
In this chapter we will explore how to..

• Encourage your people to share their experiences and ideas with the wider team

• Demystify corporate objectives

• Identify relatable goals and course correct as a team

Get the book
Chapter 6
How to set your service standards
"Frontline workers are an enviable resource for businesses..."
If your frontline workers are putting in outstanding performances, your key metrics are certain to improve.Your frontline staff deserve to feel pretty chuffed about these results.
In this chapter we will explore how to..

• Encourage your people to share their experiences and ideas with the wider team

• Demystify corporate objectives

• Identify relatable goals and course correct as a team

Get the book
“If we make decisions based solely on data from a corporate office, we might miss something pretty big. Centralized performance data tells you when something is wrong. Qualitative insights reveal why."
Devin Murphy
SVP of Operations, Barry's
Learn more about
Devin Murphy
Devin Murphy is an iconic leader in the fitness brand space. She launched her career in operations at an investment management firm, later applying these smarts to business development where she spent years researching what makes companies successful. A passion for fitness saw her rise through the ranks quickly as she applied her unique blend of management skills to an industry ripe for disruption.
Say hi, connect with
Devin Murphy
LinkedIn >
Bring out the best in your frontline teams
If you're a frontline leader - the book is FREE!
And...it comes with a ‘bonus pack’ containing additional tools, membership to the Frontline Magic community and early access to community events and additional resources.
Get the book
Other contributors to this book
Chapter 4
"Gold stars are for everyone..."
Dan Cockerell
Ex. VP of the Magic Kingdom, Disney, Executive Coach
View author >
Chapter 2
"Connect service standards and goals..."
Jeremy Hyde
Director, Customer Service Sun Country Airlines
View author >
Chapter 5
"Building mastery in any frontline skill—customer communication, problem-solving, complaint handling, and so on—takes time. It takes multiple coaching touches, repeated practice sessions, and consistent reinforcement. "
Anna Egan
Customer Experience Manager, A1 Air Conditioning & Heating
View author >
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