Cultivating a Gracious Corporate Culture
Posted on Thu, May 13, 2010 @ 10:00 AM
Stay tuned for more blog postings from Mary Kier.
Recall the Adage, 'People Never Forget How Your Made Them Feel'
Last week our conversation focused on the power of thank you. I outlined a few creative and inexpensive ideas for leaders to show their appreciation to employees. This train of thought led me to think about the value of appreciation on a larger scale. Having explored in one context how an individual leader can show appreciation, I began to contemplate how a company can show its gratitude, and why it is important to do so.
To give an example that is close to home, at Cook Associates we have company barbecues in our courtyard. In the past we have even planned these events around particular themes such as the opening day of baseball season. For a relatively small sum we can give our team an old-fashioned cookout with burgers, brats, and potato salad. Not only is this a great way to make everyone feel special but it also allows time for team building and strengthening social ties.
In my mind, companies like Southwest Airlines, Google, and Starbucks are those that have built healthy organizational environments. Despite the intangible nature of corporate culture, it is incredibly meaningful in the way it affects both employees and customers. To drive home the importance of cultivating a gracious corporate culture, I'll paraphrase Carl Buechner's words: While people may forget what you said, they never forget how you made them feel.
This adage holds true when applied to numerous stakeholders, but probably the most important of those are employees and customers. The value of cultivating an appreciative corporate culture is evident when you consider that - without it - an extraordinary customer experience is nearly impossible to create.
For decades, management consultants and authors have touted the fact that if a company puts customers first, it must put employees ahead of first. In my experience, a large part of placing employees first is communicating a consistent message to them that makes them feel valued. Engaging the hearts of workers is priceless, because it creates passion, loyalty and satisfaction, which translates into more contented customers.
Like anything worthwhile, culture is something in which you invest. While a gracious corporate culture is not the only factor guaranteeing success in business, a positive culture does offer significant competitive advantages. Organizations that are able to create and maintain positive cultures enjoy many benefits. From a more pleasant work environment stems the flowers of collaborative teamwork, openness to new ideas, and heightened sharing of information. Plus, it also nurtures a sense of ownership amongst employees, which will outlast any individual leader.
The bottom line is that when employees feel a positive emotional attachment to their work, it feels less like a chore and more like play. This not only activates innovation, it also attracts and retains the best employees. By engaging the minds and hearts of your staff, you will have a leg up on the competition. Heed this advice and cultivate a gracious corporate culture where people recall - with glee - how special the company made them feel.
Suggested Reading:
Nuts! Southwest Airlines' Crazy Recipe for Business and Personal Success
Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage