Eat Sleep Work Repeat - better workplace culture Culture is built on 'moments of truth'
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Jan 23, 2026 
Kevin Green, Chief People Officer at First Group who led a ground-up culture reinvention for frontline staff. He talks about engaging 18,000 frontline workers, quick bottom-up design wins, symbolic actions like free tea, co-designing uniforms, shifting managers from punitive to coaching approaches, and quantifying daily "moments of truth" that scale across millions of customer interactions.
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Make Engagement Frequent And Actionable
- Do run frequent, short engagement surveys and make managers bonus-accountable for results.
- Use one clear improvement target per quarter to build momentum and manager ownership.
Small Practical Fixes Build Credibility
- Kevin describes fixing basics like canteens, toilets and free tea to signal that leadership listened.
- These symbolic acts boosted trust and showed people-centricity wasn't just rhetoric.
Replace Punitive Rules With Catch-Ups
- Do replace punitive processes with simple, regular catch-ups that prioritise human conversation.
- Train managers with prompts so they ask how to improve employees' lives and customer outcomes.