Culture Is Not An HR Problem (Shane Green)

Shane Green is the President and Founder of SGEi. Shane Green grew up in New Zealand, earned a Bachelor of Commerce in marketing at the University of Canterbury and moved to the US, where The Ritz-Carlton was his first big job out of college. He managed at The Ritz-Carlton Marina del Rey and opened hotels for the company in Asia, and his career in hospitality also took in Starwood Hotels & Resorts, Cipriani, where he was VP of Operations, and Hayman Island on the Great Barrier Reef, where he was General Manager. He also started several companies of his own, among them a training company and a consulting company that opens, closes and transforms hotels around the world, hosted Resort Rescue on the Travel Channel and wrote the book Culture Hacker. Today SGEi helps organizations far beyond hotels build a hospitality culture through customer experience strategy, training and coaching, and culture transformation, with brands such as the NBA, Foot Locker, NetJets, Cisco Systems and BMW. In this conversation, Shane explains why great customer service is only the minimum, why most organizations have managers rather than leaders, and why culture belongs to managers, not to HR. Expect to learn the difference between service, hospitality and experience, why people remember in snapshots rather than videos, why most companies' training documents say nothing about how a customer should feel, why AI makes being human more valuable, why Shane believes organizations now have to teach young employees social skills, how seeing your people do something well gives them an emotional boost, why culture is not an HR thing, what he would tell his 20-year-old self about becoming an expert, and the two questions managers should stop asking to check for understanding, and much more… - 0:00 Cold open 0:30 Welcome 0:53 From The Ritz-Carlton To Running His Own Firm 3:55 Why Great Customer Service Is Not Enough 7:33 We Have Managers, Not Leaders 8:28 Being Human In An AI World 10:19 The Social Skills Gap At Work 13:21 People Want To Be Seen At Their Best 16:01 Culture Is Not An HR Thing 18:00 Advice To His 20-Year-Old Self 20:04 The Two Worst Questions Managers Ask - 🔗 Guest & Resources Connect with Shane Green:   / shanegreen1   Website: https://sgeinternational.com - Get in touch in the comments below or head to... LinkedIn:   / mikulaszach   Apply to be a guest: https://consultingrainmakers.com/ Email: mikulas.zach@agenteedigital.com