I once saw an office reception window sign that said: “If you mistreat our staff, you will be refused service.” This sign told me a lot about the culture of this business. That statement sounds reasonable on the surface, but how come we don’t see signs like that in places that are known for exceptional customer service? Chick-Fil-A? Never. Disney? Nope. Why not? Because they have cultures that attract people rather than repel them. Here are seven culture builders that will attract both the best team members and customers to your organization.
1. Incorporate appropriate humor and celebration in your environment.
When you step into an attractive culture, you can feel and hear the difference. You commonly hear laughter, see smiles, and discover shared meals and celebrations for special accomplishments.
2. Care for one another by meeting needs and showing interest.
This can be as simple as asking someone about their weekend or family or as significant as mobilizing the team to help a sick member by providing meals, gift cards, or picking up their workload. A caring culture is a sticky culture – one that people will be slow to leave.
3. Model competency in your work by being the best at what you do.
No one wants to work with a dud. A positive culture also requires talent – people showing up for work, working hard, and knowing how to do their job and doing it with excellence. Tolerating an incompetent team member will have a cascading negative effect on the other members as well as the overall reputation and culture of the organization.
4. Express positivity both verbally and in how you present yourself.
When one researcher planted an actor into different teams with the job of either acting like a downer, jerk, or slacker, the performance of most of the teams declined by 30-40%! Eeyore from Winnie the Pooh would not make for a good recruitment poster.
5. Provide opportunities for growth and advancement.
A good culture is one where people have the chance to grow, learn, and advance. With a little creativity, this can be done even in the smallest organizations. Challenging assignments, financial incentives, and educational opportunities are just a few ways to build your culture through growth opportunities.
6. Include others by asking for their input and feedback.
The pandemic resulted in an extended season of separation. A recent survey by global commercial real estate services company JLL found that 70% of office workers felt being in the workplace was more helpful for collaborating, solving complex issues, and connecting with leadership. All of these involve communication and feedback which make people feel included.
7. Hire for cultural fit, not just skill.
In the typical job description, you will likely find a detailed list of technical competencies with a few generic phrases regarding being a “people person” or “getting along well with others.” Yet, it is poor cultural fit that most often results in the failure of team members. There is no infallible way to assess for cultural fit, but knowing what you value and including your best people in the hiring process can help.
Contact us to learn how our consultants can assist you in creating a healthy and effective team culture.
Jay Desko is the CEO of The Center Consulting Group and brings experience in the areas of organizational assessment, leadership coaching, decision-making, and strategic questioning. Jay’s degrees include an M.Ed. in Instructional Systems Design from Pennsylvania State University and a Ph.D. in Organizational Behavior and Leadership from The Union Institute.
