Episode 9

Secrets of the Ooze! Overcoming the Struggle of Process Muddiness

In this episode, we explore the "oozes" that slow down processes and aggravate customers - things like unnecessary waiting times and muddiness in team communication. We'll reveal how Leatherback Travel counters these issues with effective strategies like a supplier portal and standardisation of processes.

Natalia underscores the importance of having a clear financial and management structure, while Mat shares his insights on how errors lead to more customer service calls and hinder efficiency. Together, we'll discuss the "Pac Man" approach to actively chomping down errors and the implementation of Poka Yoke visual controls to minimize mistakes.

Expect to learn how setting quarterly themes, such as "gardening" and "rowing together", can unify a team and combat the chaos of micromanagement. You'll also hear about the significance of prioritising major projects, referred to as "rocks", and how these can clarify and enhance both individual and collective team focus.

About the Podcast

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Tourpreneur Multi-Day Podcast

About your host

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Tourpreneur

Tourpreneur is the premier podcast for people who create and deliver travel experiences. Whether you're a tour operator our guide or advisor, each week we talk with the best in the travel industry sharing practical insights.