So last week we discussed the importance of creating a company culture of extreme customer service (and exactly how to go about doing this).
This week, we are going to take that topic one step further and discuss how you can create a thriving company culture that permeates every single area of your business, not just your customer service.
A common “story arc” you will notice with many companies is that they lose sight of the importance of creating a great company culture, get focused on profits, fail, and then rise back from the ashes with a new focus on their employee and customer experience. Basically, they all refocus and become companies focused on growth.
Just look at Delta airlines. They filed for reorganization and bankruptcy back in 2005 due to their lackluster employee and customer service. Then, they learned from their mistakes, focused on culture and quickly became one of the leading airlines in the world.
Luckily for you, you don’t have to fail and file for bankruptcy in order to create a thriving company culture of growth. With a few simple principles we are about to outline in this article, you will be well on your way to creating an outstanding company culture that will pull you from Surviving to Thriving.
Characteristics of a Great Company Culture
1. Proactive Not Reactive
A great company culture is built on attitudes of proactivity, not reactivity. Proactive companies see potential issues and opportunities and take action to either eliminate or embrace them before they need to.
Reactive companies notice these same trends but decide to do nothing about them until there is some sort of negative consequence.
2. Thriving Companies Treat Employees Like Customers
The golden rule is to “Treat others like you want to be treated”. But the golden rule of business is to “Treat employees like you want them to treat your customers”.
In our last article, we talked about the importance of creating a culture of customer service. What you need to realize is that how you treat your employees is how they will treat your customers. And the customer experience determines the reputation and success of your company.
A great company culture starts from the inside out. So take care of your employees and they will take care of you.
3. Thriving Companies Innovate
Companies that thrive (regardless of economic straits) are the companies who strategically innovate. They find what sets them apart from their competitors and they invest heavily in those areas.
Think about a company like Zappos. They know that what sets them apart is their extraordinary customer service. So instead of trying to shore up any weaknesses the company had, they doubled down on their strengths and made the company even more customer service focused.
The result has been nothing short of phenomenal.
4. They Play to Win
Look, nobody likes coming in second place.
So if you want to create a thriving company culture, you must get your team to develop a passion for winning.
Second place is the first loser, and while the competition should be fun, you need to ensure that your company has a deep desire for winning.