How Domino’s Managers Improve Employee Morale and Customer Satisfaction

Gambling May 23, 2023

Dominoes, also called bones, cards, men, or pieces, are a generic gaming device used for playing a wide variety of games. They are normally twice as long as they are wide, and they feature a line or ridge that divides them visually into two squares, each bearing an arrangement of spots or pips. Some of these pips are marked with values, and some are blank or identically patterned on both sides. The value of one end is designated by its rank (or weight) — for example, a double-six has six pips on each side, while a double-blank domino has no pips on either end.

Hevesh is an expert at designing and building the most intricate domino creations imaginable. She even holds a Guinness record for the most dominoes toppled in a circular configuration: 76,017. Her most elaborate installations can take several nail-biting minutes to fall, and Hevesh has learned that it is crucial to plan ahead. To ensure that each section works, she builds test versions on a flat surface and films them in slow motion so she can make precise corrections as needed.

She says that the most important factor in planning a domino layout is making sure each task has enough impact, or “domino energy,” to push on the next domino. She encourages people to focus on the most important tasks first — the ones with the greatest impact — and to keep working until they are complete. Then, she says, you can rest easy knowing that your work has achieved its desired effect.

In addition to setting clear goals and communicating with employees, she emphasizes that Domino’s listens to its customers. She reminds employees that they can reach out to managers if they have concerns. And she stresses that managers are expected to lead by example and to follow company values, such as championing our customers.

The way she leads Domino’s has led to a huge increase in customer satisfaction. But it hasn’t been without challenges. In the past, the company suffered from high turnover and was plagued with low morale. The turnaround began in 2006, when Schwab hired new management. He implemented a more relaxed dress code, created leadership training programs, and revamped the company’s college recruiting system.

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