Since the start of their business, City Cave founders Tim Butters and Jeremy Hassell have been on a mission to create nurturing environments that are accessible to everyone.
And that includes franchisees, their teams, and City Cave’s HQ team.
“Culture is a something of a buzzword right now but it really is something integral to City Cave. It isn’t necessarily what we do or how we lead, it’s how we obsess over the guest experience. That naturally breeds a good culture,” Butters said.
“We have company-owned centres and a support office, and we run a monthly complimentary float campaign for our team members.
“One of the fundamental drivers of success is confidence; for people to feel confident in their role they have to know it. So they get to experience the service, and the benefits of floatation,” he said.
Reaping the benefits of team member floatation
It’s also an opportunity for staff members to provide valuable feedback on the experience and the service they receive, which has helped the business maintain it’s high Google review ratings. At last count, with over 31000 reviews, the brand’s average is 4.9 stars.
“This is the culture we are trying to breed in our centres and our staff,” Butters said.
Team members also have access to an education budget which allows them to spend up to $2,000 on courses or books relevant to their role.
“We’ve done that for 10 years, and it’s not just there to look good, we encourage people to utilise it.
“We are engaging our learning and development arm more consistently,” Butters said.
City Cave, which has more than 70 centres across Australia, has also changed its tactics around bringing people together. It now extends its annual franchise conference to franchise managers and corporate managers.
