Rather than using empty platitudes or cliched sayings to communicate your culture, find and share stories that exemplify the culture you're building. Stories are engaging, memorable, and easy to share. Use examples of everyday actions and share those stories across the organization so people know what the culture is like.
- Imagine you're late paying your credit card…and you get that collections call…and after that call you are happy to talk to that person.…Happy to have somebody calling about a debt…you're late paying.…That's exactly what happened on one of my teams.…We were trying to build a culture…that was more customer centric.…And this person called in because we had sent them…a collections letter and they said,…"I was told to call you.…"I understand I'm late on my bill."…Now my associate was new, and they didn't really know…how to handle this situation.…
They thought, I can either be pretty aggressive…and try and get this money back,…or I can spend some time trying to figure out…what this person's problem is and how I can help them.…The associate did know that we were trying to build…a culture that was going to be more customer centric.…They spent some extra time on the phone…really understanding this individual's problems.…It turned out they were on a fixed income.…They were having trouble deciding whether to pay…the credit card bill or if they were going to take care…
- Identify the components of high-performing cultures.
- Assess and evaluate your current culture.
- Define high performance.
- Create a compelling vision and mission.
- Compare and contrast communication vehicles.
- Explain what culture is and list ways to reinforce it.
- Identify tools for measuring and balancing results.