ONE VOICE - ONE PROMISE
Turning the Impossible into a Living Culture in F&B
GIẢI PHÁP ĐỘT PHÁ ĐẦU TIÊN TRÊN THẾ GIỚI
# Increase customer retention and loyalty
# Boost team productivity and creative capacity
# Strongly cultivate a culture of customer-team connection
Mrs Ha Dang, Cornell MPS'10
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About
The Impossible Challenge
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Annual staff turnover in Vietnam’s F&B industry exceeds 60%, with many frontline workers switching jobs in under 6 months.
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Training does not lead to tangible results
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Internal SOPs are often ignored in favor of short-term improvisation.
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Customer service culture feels transactional, not emotional.
But...
But Then We Shifted the Question
What if internal loyalty isn’t about retention contracts, but shared purpose?
What if frontline staff aren't forced to “follow” rules, but own them?
What if compliance becomes a form of care—and service becomes a form of pride?
What We Achieved
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Reduced staff turnover by [XX]% in 6 months through internal storytelling, leadership alignment, and real-time feedback loops.
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Transformed SOP adoption by making processes co-created and customer-connected—not forced.
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Boosted brand perception because happy staff deliver consistent emotional service.
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Aligned “discipline” and “delight” into one unified guest experience.
How We Did It
We implemented One Page for Change (OPC) — the most human-centered, action-focused internal alignment method in hospitality today:
Introduce One
Page for Change
Introduced One Page for Change (OPC) to turn corporate promises into frontline behavior.
Craft
"Promise Pages"
Empowered every outlet to craft their own “Promise Pages” — not manuals, but living codes.
Link Promises to Voices
Linked customer expections to employee engagement in forms of real business metrics
Celebrate Shared Wins
Celebrated small wins with pride, not just sales goals.
