We talk about “culture” a lot at Romp n’ Roll. Actually, we don’t just talk about culture, we actively and passionately build and defend our culture. Three out of our six “core values” are Adaptable, Service-Driven, and Motivated. Recently, one of our associates, Taylor McConnell, embodied these values in one remarkable interaction with a customer.

The customer, five months pregnant, was about to celebrate her child’s first birthday at Romp n’ Roll. The day before the party, the customer called Taylor in tears. She had just been put on bed rest and was devastated that she would miss her son’s first birthday party. Taylor immediately came up with an idea. She offered to come in on Saturday (her day off) with her tablet and Skyped the entire 90 minute party so the bed-ridden Mom could see and hear her son enjoying his birthday party at Romp n’ Roll. The customer was overwhelmed with Taylor’s thoughtfulness and thoroughly enjoyed being a “virtual” participant in her son’s party at Romp n’ Roll. Not only did Taylor’s actions make a positive impact on the customer, but all of the customer’s friends at the party were aware of what was happening and they were incredibly touched as well.

Taylor didn’t check with anyone to make the offer. She knew that her idea embodied our core values and came up with a solution to a customer dilemma.

This is an example of what “culture” and “core values” mean at Romp n’ Roll. Associates like Taylor separate us not only from other kid-oriented businesses but, I would argue, service-driven businesses in general. We don’t just hang our core values on a wall. We try to live them every day in our interactions with our customers, our suppliers, and with each other.

Great job, Taylor, and all of the other associates and franchise owners who work equally hard every day to embrace our core values at Romp n’ Roll.

---

Michael Barnett is the Co-Founder and CEO of Romp n' Roll. In addition to leading the Romp n' Roll management team, Michael is an active member of the International Franchise Association, the National Association for the Education of Young Children, and serves on the Board of Directors for Connor's Heroes and Juniata College Center for Entrepreneurial Leadership. He and his wife, Babz, were featured on the first season of ABC-TV's Shark Tank.