by Tony Vidler
All businesses develop a “way we do things here” over time…whether they meant to or not. A culture evolves within the business…whether you wanted it to or not.
If you are just doing business as usual, more or less the same as everyone else, with no distinct culture that shows your values and commitment to clients then you are heading for a dead end.
That culture pervades everything the business does, from how it answers the phone to whether it returns phone calls. How client appointments are conducted through to how the staff act when meeting customers after hours, coincidentally, in the shopping mall. Jan Carlson described these moments beautifully as “moments of truth” – and they are exactly that. These moments, these small seemingly incidental acts that occur daily, are moments of truth because they visibly demonstrate the culture – or shared values – of the business. Those values in turn can often determine whether a client does further business with you, or refers you to others….or not.
In this quick video we discuss how to consciously begin creating the culture you want in your business, rather than leaving it to chance. You can create the culture you want, but it requires a conscious decision, a vision, articulation and reinforcement.0