Canadian Business: A happy office is about more than just adding a ping-pong table

Ping Pong…although we do have one, (and it’s really great)

Fibernetics, Worldline’s parent company, was profiled in Canadian Business Magazine about the culture change the company went through last year, and the impact it had on management, the employees and the business.

This is the money quote from Fibernetics President John Stix:

The company has hit new sales records each month since the corporate relaunch, and customer complaints are at an all-time low, Stix says. HR concerns have dropped by 70%. This quarter alone, Fibernetics’ looks set to grow by 50%, Stix says.

“My mission now is to show leaders if you’re sitting on the fence about caring about people—and showing that you care—just do it. And if you don’t care, you should still do it because it dramatically affects the bottom line.”

Worldline just had its best Q1 in company history, adding tons of new customers who now can benefit from our quality services like our Unlimited High Speed Internet, amazing price point and over the top customer care.

The workplace culture initiative that John introduced last year is having a remarkable impact on the company. For more on what John did, and why, please read the entire article here, and then share it.

With your boss for example.

Westjet Santabombs the Dominican Republic

We here at Worldline love our co-workers in the Dominican Republic at the Fibernetics Call Centre. They do an awesome job for us with sales, customer service and tech support. Pete Cross, along with company President John Stix started up backpacks for kids, our in-house charity that sends hundreds of Dominican children to school.

That’s why it was really cool to see another Canadian company showing the awesome folks in the DR some love as well. Well done Westjet. Well done.

Taking Worldline from good to great. It’s a culture thing

John and Tracy Fischer

John Stix and Operations Officer Tracy Fischer

Worldline is the residential division of Fibernetics, one of Canada’s largest telecom companies.

Over the past decade Fibernetics has gone from a three-guys-in-a-basement operation to a major corporation with hundreds of employees and hundreds of thousands of customers.

Starting out, the corporate culture was simple; everyone was on board because they had to be. That is how it is in the start-ups. The fledgling company’s survival depends on all hands being on deck and just getting stuff done.

With time, and success, that start-up spirit tends to fade and is replaced with a certain amount of complacency and sameness due to systems being in place and roles finely defined.

For John Stix, co-founder and Fibernetics president, that’s not the company he envisioned. Once an entrepreneur, always an entrepreneur.

That’s why he decided that the company needed a shot in the arm. An adrenalin kick in the form of a cultural shift.

From the Fibernetics Blog:

How does one become a culture warrior for a company? That’s a question John Stix asked himself 18 months ago when he realized that some of the passion and excitement  in and around the company he co-founded was lacking.

He noticed it in himself when he discovered he wasn’t bouncing out of bed to get to the office. He noticed it with some staff members grumbling over their coffee in the cafeteria, and worse he discovered it talking to a customer over a beer, who was complaining about how they were  being treated as a customer.

To John, that was the final straw. The company had enjoyed rapid growth over the ten years of its existence, yet it was clear that that exponential expansion was resulting in a few things falling through the cracks. Having an unhappy customer was just not “us,” so John set out to change that.

Typically, he went about the process just like everything else in his business experience: He tackled it as an entrepreneur, developing his own culture initiative around the motto, “I’m in!”

Read more….

Working for Happiness Runs in the Family

John Stix CHO

John Stix  – CHO

John Stix, Worldline’s co-founder, has been the company’s Chief Marketing Officer (CMO) since the beginning. However in 2014 he’s taken on another role, Chief Happiness Officer (CHO).

Introducing the “I’m In” culture initiative last month, John is working everyday on improving the overall engagement level in the company. Increased engagement for Worldline employees means tapping into, supporting and encouraging their collective attention, energy and accountability.

Doing so is vitally important because they are the people who actually create the experience customers have with Worldline. That’s what it’s all about. Providing the best service we possible can for our customers, ensuring that they stay with us. It’s just good business.

His methods are very simple: He’s increasing engagement by making sure his employees are happy: happy with the company direction, happy with their supervisors, happy in their jobs, happy with their co-workers and happy with their working environment. It’s something he’s passionate about, and if you knew him, you’d see it’s something he was born to do – literally. It turns out it’s a family thing.

Laura_StixHis cousin, Dr. Laura Stix, is, according to her new website “an inspiring leader and progressive Naturopathic Doctor, passionate about helping others achieve lifelong optimal health & happiness.”

Patient-centered care is central to her practice, and she works in partnership with her patients to achieve their optimal health, vitality and happiness. She has a general family practice, with special interest in chronic diseases including pain conditions, diabetes, arthritis and gastrointestinal problems, as well as sleep disturbances, mental health, weight loss, sports performance and musculoskeletal injuries.

Everyone at Worldline is lucky have John working hard everyday to make their work experience as positive as possible. Dr. Stix’s patients probably feel the same way.