At On Verve, we believe training is more than a development tool. It’s what fuels confidence, shapes culture, and ultimately creates those memorable guest experiences people talk about long after they’ve left. When we spoke with Joanne Witzer, one of our leadership facilitators, she shared powerful insights into why training is essential for DayMakers and the clients we support.
A different approach to training
Unlike traditional programmes focused solely on management development, our approach is centred on creativity, emotional intelligence, and elevating the guest experience. As Jo puts it: “It has been more about creativity and the overall client experience and just how can we make your day.” This shift from hierarchy to humanity is what sets our training apart.
Building confidence
Training isn’t just about skills, it’s about how people feel. When colleagues feel invested in their environment, they grow in confidence, build stronger relationships, and embody our business values. This creates a culture where DayMakers feel empowered to put guests at the centre of everything they do.
Training for the unscripted moments
No handbook can prepare someone for every scenario, but emotional intelligence can. Jo highlights the importance of reading people: “Sometimes it’s about hearing what’s not being said.” Our training helps people tune into body language, tone, and subtle cues, giving them the confidence to respond with empathy, care, and authenticity, even in challenging situations. Some of the most impactful guest service skills are often forgotten:
- Making people feel special
- Remembering names and personal details
- Staying calm under pressure
- Solving problems in the moment
Jo’s favourite analogy captures this perfectly: “Calm and serene above the water… but their legs will be flapping around like crazy underneath.” Guests only ever see the calm and that’s exactly the point.
Making learning stick
Let’s be honest, no one remembers dull training sessions. Training is most effective when it’s enjoyable. Laughter boosts dopamine, serotonin, and endorphins, all of which enhance learning and memory. As Jo says: “The real secret is to make learning fun.” That’s why our sessions are interactive, reflective, engaging and energising. We ensure that there is consistency through shared standards, where every team receives the same high-quality experience throughout. We make sure that there are shared formats, questions, best practices and outcomes. This ensures every DayMaker, in every location, delivers the same exceptional standard.
How we prepare DayMakers for the future
With so much communication now happening behind screens, the ability to read people face-to-face is becoming a rare skill. That’s why we put such a strong focus on human connection. We also know the strength of our teams comes from their diversity. A cross-generational workforce brings different perspectives, and our DayMakers are in a unique position to bridge that gap, learning from each other and growing together.
Measuring the impact of training
Of course, we look at metrics, retention, engagement, NPS. They all matter. But the real indicator of success? Behaviour change. We can measure progress through 121 follow up conversations which highlight the importance of continuous check-ups and conversations about progress. Jo explains: “For me it’s about hearing what improvements have been made following each session.”
The visible transformation
After strong training, teams show:
- Greater confidence
- People speaking up and supporting each other
- Stronger sense of psychological safety
- More natural, positive interactions with clients
The impact of these sessions is also recognised by our clients, Jonathan Gingell, Adoption and Change Manager, who recently attended a training session, highlighted the team’s enthusiasm and willingness to learn, noting how strongly the session aligned with the shared ambition of fostering a culture where people embrace change, challenge their thinking and continuously improve. He also reflected on the value of exploring different personality styles and understanding how adapting approaches to both colleagues and customers can help teams deliver even greater value. Most importantly, he saw first-hand how fully engaged the team became throughout the session, with personalities shining through and a clear sense of purpose emerging by the end of the day.
As Jonathan put it: “Recognising individual personality styles and exploring how we can adapt our approach in practice will help us deliver even greater value.” With client involvement and consistent delivery, training becomes a shared journey rather than a one-way process.
Training isn’t an extra; it’s who we are
Training at On Verve isn’t a one‑off event. It’s a continuous journey that shapes who our DayMakers become by building their confidence and creating more meaningful connections and gives an insight to how our clients feel. And ultimately, it builds workplaces where people feel genuinely cared for. And when that happens, great guest experiences follow, naturally.