When you walk into a business, you experience something. You immediately have an impression of the business, of their ability to interact with you. Recently, I needed a print job. I required this business to produce some prototype workbooks to pair with my book What If. The workbook had specific criterion for completion. The challenge was time; I had little. They had many projects running. In fact, given the current economy, they were very, very busy. Good for them. They had an option; take on this little project and risk having the others fall short, or just say “can’t do it at this time.”
Let the debate begin. They probably just wanted the business, right? Or did they believe each client is worth the effort? After having worked with organizations of all sizes and scale, regardless of mindset or intent on the part of the print shop, they felt like they were interested in me and what I do. They did the job, on time and to my satisfaction. I will use them again – no question. Think about the last business you engaged with, how did they do? What experience did you have?
Here is the point, company culture is not just a concept, it is a tangible experience. The employees perform a series of actions to support that culture. It is the organization’s responsibility to define and clarify those expectations. It is their job to express the “what”, “why”, “how” and “to what extent” behind the tangibles. I challenge anyone reading this to pay attention. Pay attention the next time you conduct business with someone. Evaluate what the organization (and employees) is willing to do to manifest the degree of business you are willing to do with them.
Culture is easy. It is the implementation of how it lives and breathes which makes it a challenge. For more information, contact Create for further details on how it “sticks” in an organization.