This is Eat, Sleep, Work, Repeat. It's a podcast about workplace culture.

Hello, I'm Bruce Aisley. Good conversation today. Kevin Green is the chief people officer of first bus and first group.

I met Kevin at an event last year, and there were several aspects of the way he

talked about culture that made me really want to feature him here. One of the things that we often

overlook about culture is the idea that leaders need to set the tone for the culture. They need to

set the tone for the organisation. And I really liked how Kevin spoke holistically about thinking of that,

thinking of all of the ingredients in that. What was really impressive, the reason why I wanted

to feature him is that he started the journey thinking about better customer experience,

better passenger experience in his instance, by stringing

it back and thinking, well, unless we make all of the components of that, the employee experience

better, then we can't expect the customer experience get better. And that is often something

that people don't necessarily string together, the idea that better,

happier drivers are going to lead to happier customers. There's a lot actually in common

between the interview I featured with Mark Price, Lord Price, about Waitrose culture.

And Mark Price spoke very explicitly there about the objective of Waitrose had been to make

the employees of Waitrose, the partners in that case they call them, make them happier.

I've linked to that episode in the show notes because I love that discussion.

Kevin says a couple of really, really powerful

things. He says, workers, people want to feel part of something. That's especially of interest.

I saw some research last year that said that 87% of frontline workers feel that their company

culture isn't meant to apply to them. It's for the management team. It's for their head office.

And I think

...