Is Your Team Working on an Island?

Working on an island might sound like paradise—but in many organizations, it can feel like the exact opposite.

A  few years ago, I was brought in to help a company elevate its customer experience. It had four departments, and three of the department heads told me the same thing about the fourth:

“I wish that department would get off their island and be a team player. It’s hard to deliver great service when they’re doing their own thing.”

Turns out, they weren’t wrong. Here’s what I discovered about the "island" department:

• There was no true leadership—just someone in the role but not filling it.

• Accountability was nonexistent, and people operated independently.

• Communication with other departments was inconsistent.

• Small but important details slipped through the cracks, frustrating coworkers and clients alike.

• Turnover was significantly higher, and the team lacked purpose, passion, and pride in their work.

So I sat down with the department and painted a picture:

“The rest of the organization sees you working alone on your own island. If we’re going to deliver the experience our clients deserve, you need to leave the island. There are two paths: 1. Get in the boats I’m providing—we’ll row together. The waters may be rough, but we’ll make it as a team.

2. Swim alone. It’s possible, but no one will be there to help when the waves hit.”

The breakthrough? Almost all of them climbed into the boat.

From there, real transformation took root:

• They started working with—not just beside—each other.

• Collaboration with other departments bloomed.

• A new leader stepped in—someone ready to steer with vision and accountability.

• Communication improved, and client experience details were no longer overlooked.

• Staff felt valued and empowered. Turnover dropped. Passion returned.

Creating a Better Employee Experience Starts Here:

If your workplace feels like a collection of isolated islands, consider this:

• Leadership matters. Not just a title, but someone who guides, supports, and unites.

• Communication fuels collaboration. Silos breed frustration—shared goals build momentum.

• Culture shapes experience. When people feel valued and aligned, everything changes.

• Training isn’t a luxury—it’s preparation. Excellence is practiced, not improvised.

• Connection is the foundation of service. Great client experiences begin with empowered employees.

What’s it like in your organization? Paradise isn’t about palm trees or sunsets—it’s about people pulling together toward something meaningful.

Bob Pacanovsky is a Keynote Speaker and Strategic Trainer who works with organizations that want to deliver the highest levels of Hospitality and Service Excellence to attract and retain more loyal clients and employees who will become storytellers for them.

To learn more and to book Bob, contact him:

Call (330) 352-6084 or email Bob@BobPacanovsky.com 

© 2025 Bob Pacanovsky- Black Tie Experience. All rights reserved.