Understanding Culture
Culture is the heart of the business that pumps success throughout the organization.
The importance of Attitude is great in any organization, having the right attitude could be the builder or destroyer of any organization. Attitude could be defined as a manner of thinking that shows one's frame of mind, nature or temperament. Attitude sets the tone or feeling of the organization and must be closely observed and managed. How we want for our customers to feel when they come to our business will be controlled by how we control the attitude or our team members. It is essential to establish a culture in the organization and have all team members committed to certain principles, there are seven commitments:
1-Attitude Control: All team members must commit to control their attitude.
2-Identifying and strengthening individual weakness: The strength of the team members within an organization is their ability to identify their strength and weakness and to commit to constantly work on them.
3-Positive tough process: Before any team member can act right they must first think right.
4-Effective Communication: All team members must commit to send and receive messages through active listening.
5-High tolerance level: All team members must commit to having a high tolerance level dealing with challenges.
6-Ability to bounce back: All team members must be able to recover when they are feeling down or upset.
7-Respect for Authority: All team members must commit to respect the authority given to diverse individuals during the organization.
All organizations must have key ingredients in its culture, just as preparing a meal that have ingredients to ensure its quality, and so must the company have key ingredients for a recipe of business success. One ingredient is a cultural improvement systems, improvement must be ingrained in the hearth of the business as a culture. Other ingredient is leadership development, leadership is critical to the success of any organization, and the organization must focus on the proper development of leaders, and anyone in leadership must be committed to what the organization is trying to do. Another ingredient is team member development, the development of team members within an organization is an obligation that the organization must fulfill, and an under-developed team will lead to under-developed service for our customers. And the last ingredient is Customer Service, customer service must be put at the forefront of the business and structure the organization around the people who keep the business alive, customer service is a culture and a way of life that must be mandated in all the levels of the organization, and must understand what the customer value, and center all operations, policies, procedures, and behaviors within the organization around that value.