By Steve Marsten
Recently I
was involved in a discussion about company values and their importance. The
discussion began as a result of a report on Uber by US Attorney General Eric
Holder. Uber of course has been a great success however clearly they have had
some cultural issues within their business which is why the investigation took
place.
As someone
who uses taxis and cabs in capital cities a lot, I have been noticed that
Taxi’s in particularly have lifted their game. Yes there are more taxi drivers
who smile, who look more professional, who engage and who are now recognizing
that the hygiene of their car makes a big difference to the customer
experience. Unfortunately it highlighted
what many have always known – if you stand still you are going backwards.
If a
competitor offers an improved service – instead of whinging –
lift your
service. Better still – better the competitors service!
Long gone
are the old style values of honesty, passion, collaboration, innovation
…..zzzzzz. They’re all good and well but they are expected now! We want real
values nowadays. The values that express the unique and driving ambition behind
the company. Values that embody the spirit of the community and strategic
direction. Values that truly connect people with their customers as well as
each other. Values that connect everyone to one single minded purpose.
The culture
of a business is a serious thing. It must come from the leaders within your
business. What you adopt and act out is
what permeates your staff and gets exposed to your customer base. The larger
the business grows the more frayed good culture becomes and the less focus is
placed on it. Determine crosschecks from time to time is important to making
sure things stay on track.
At
Sothertons we have invested resources in making sure our culture is reviewed
and acted on regularly. We stay in touch with our team daily.
For more
information on improving your culture and getting an edge on your competitors
call us on 4972 1300.
No comments:
Post a Comment