What are some ways to establish a good culture in a small business?
I want to establish a culture of stellar customer service and a dedication to learning and working hard, while also having a respect for personal life. I have written these goals, and a few others, down and have shared them with my team. They all say they agree with these goals. How do I make them part of our culture though? There been a few times where I don't think some people are really pursuing these goals. I would appreciate hearing how others have worked to create a lasting culture. Thank you.
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Feb 12, 2016
Hi Kevin, I appreciate this is four months late, but I've just joined this site and I thought you might appreciate a new fresh perspective to the question you posted. You've clearly received a wealth of good advice already though.
In my experience, the key to creating a collective and aligned culture within any Team or business is to generate real belief in what is trying to be achieved and how you all intend to get there.
To get to this position requires you to outline the objective, for you here it is delivering stellar customer service {correct me if i'm wrong}.
The next step is to ask the Team to get involved in how to achieve this - let them get involved in setting their own goals whilst understanding what the key objective is. You can do this in the form of workshops or Team meetings. The secret is give them space and let them feel guided but not managed through this process. You can set simple questions like;
- What are the key goals or KPI's to achieving stellar customer service?
Get them to rate how good they are today against the standards they have outlined.
- What kind of behaviours are required to achieve these stellar customer service goals
Get them to rate how good they are today against the standards they have outlined.
- What support do you need from me {the leader} to achieve the above?
From this position, you can agree the steps to success together as a Team and form a 'Team contract' of how this is going to work on a day to day basis and who is responsible for what.
You will then have an aligned and engaged Team with clear objectives that everyone is accountable for. What you will also have is a Team culture that is strong, cohesive and collaborative. It is then your responsibility to lead by coaching and help them deliver stellar customer service {whatever the agreed KPI is} by the agreed timeline.
If you have any questions, please get in touch.
Regards
Dan
Nov 24, 2015
Hi Kevin,
First of all leadership should be one of your primary skills, not necessarily hierarchically but earn the respect of your employees. In other words you should give tangible examples of what are your goals.
Another option is to build cross-functional Project Teams so to encourage the link among different areas.
Last but not least, advertise as much as possible what are the "Company" ojectives and how all together you will get them.
These are top of mind ideas, more than happy to discuss it further with you.
All the Best
Emilio
Sep 28, 2015
Great question - one that more people should be asking. I addressed this a half year ago in my newsletter - 7 Steps to Cultivate the Organizational Culture You Will Love - http://opendoorhr.com/opendoorhr-newsletter/april-13-2015
Sep 25, 2015
Wow, thanks for all of the great advice. I have some work to do, but you have all helped set me on the right path. Really appreciate your help.
Sep 24, 2015
Hi Kevin,
Your expectation from your employees will become practical from your trust in them.
You have informed them of your expectation .Now there should be cultural drives to educate people on these expectations and values.
They should know and be educated that it is a part of their own development first and then company.
These soft working environmental matters take a lot of time before they are really evident as a cultural value and practice.Practice comes into effect long after education and understanding through empowerment and trust.
But at some point you will need to have a system of checks and balances which does not harm your trust and name with the employees .It should be very transparent and clearly communicated in the system.
This is a very detailed and delicate topic and needs detailed observation and a long term commitment.
Best Of Luck,
Zafar
647-818-8550
Toronto, Canada
Sep 24, 2015
Hi Kevin, first make sure that there is no problem of internal communication. Do you think all have understood and agree with the message and do they see what the result, if followed (or not) can be. Did you explain why, do they understand or respect the initiative and even more important: do they have ideas etc they want to share. Culture is not a thing you can produce as a sticker. It has to be clear, embrassed and shared. Go for it... and thank you for asking.
Sep 23, 2015
You have to take the lead and be the role model of the culture you desire in the organization.
Sep 23, 2015
A good Corporate Culture is possible only when it is generated and practiced from Top to Bottom. And "TOP" includes the topmost- be it the CEO, or, the Owner/ Founder.
Sep 23, 2015
Kevin,
Great question. Here is a recent article that that you might find helpful on culture....
http://eqstl.com/the-culture-of-culture-how-hatchbucks-team-driven-approach-drives-results-for-everyone/
Sep 23, 2015
I think it's great that you're working toward this! As others have said, they will need an example to follow. Show them what you're looking for through your own actions, behaviors, and attitudes. You could even come up with a few specific ways to develop better customer service and train your team on those specific things. If you can post your goals somewhere, then do that, so they are visible to the team and can serve as a reminder. You could even divide up your goals and focus on one goal for an entire week so they can really learn to implement it. As with anything, it will take time and consistency. The change you're looking for won't be immediate, and you'll need to stick with it and remind yourself and your team for about 6 weeks before it really will become second nature, but the pay off will be well worth it. Best of luck to you!
Extremely useful insight, Thanks, Steffen. KR, Emilio