It may seem odd that an "IT guy" is opining on culture, but I am passionate about it and perhaps that makes me unique. However, culture is the glue that holds an organization together. It keeps team members happy and engaged, pushes innovation and productivity to new heights, and can take your company to the next level.
Even though internal IT typically isn't associated with culture, we know startup tech firms really challenged and shook up the "corporate landscape" creating fun and relaxed environments. Regardless, companies sometimes still view internal IT as the geeks in the basement that need some pizza and energy drinks every now and then.
I don't like that. IT doesn't exist just to fix computers and keep the network running — we are humans that are a strategic and integral part of any business. My pizza and energy drink are happy team members and customers.
So I committed as an IT leader to disrupt outdated mindsets, ensuring that IT is viewed strategically and that culture is part of every IT team I lead. I created an associated IT strategy and the results have been amazing. It not only leads with a team-first and guest-centric culture, but sometimes even pioneers the efforts within the company.
Service-Profit Chain
For those not familiar, the service-profit chain links profitability to putting team members first. Putting trust in your teams and maintaining a fun, transparent, and collaborative culture creates happy team members. Those team members are energized and thus more productive. Innovation soars, projects stay on track, folks are more efficient, and ultimately that translates into better products and superior guest service. Energized guests then become loyal to your business, retaining and increasing their spend.
I have been a part of building that type of culture and it works. Nothing is more rewarding than watching your teams thrive in an environment where they are empowered to do their jobs, have a voice, and ultimately have a chance to make a difference.
Team-First Culture
Building a company culture is not easy. You are essentially defining the personality of your organization. It takes time, focus, reflection, and input from as many of your stakeholders as possible. Most importantly, it needs to truly reflect who you are as an organization and what you believe in.
For a team- and guest-focused culture, here are the key points to consider:
- Team members are the center of your universe. Encourage servant-leadership. Surround yourself with smart, caring people and give them everything they need to succeed: empowerment, transparency, tools, training, respect, and a voice.
- Guests deserve the absolute best products and service. Each guest should be treated like royalty, and each interaction should be an opportunity for a memorable experience.
Keys to Success
There are several very important keys to making a team- and guest-focused culture successful. And each takes commitment.
- Be GENUINE. You cannot just go through the motions. Live the culture and faithfully believe in and evangelize your core values, drivers, and mission.
- Ensure EVERYONE buys in. All levels need to be committed: line-level, CEO, Corporate, the Board. It only takes one bad egg to destroy your culture. Hire accordingly — you can train for skills, you cannot for attitude.
- Have the right LEADERSHIP. You need confident achievers wired with a passion for helping others. Authoritative, egotistical, paranoid, and/or insecure leaders simply don't fit this culture.
- SUSTAIN the culture. It is not set it and forget it. Relentlessly focus on immersing the culture in all aspects of your business every day.
Conclusion
A team-first culture can truly differentiate your organization and create tremendous positive change. You need genuine company commitment, the right leadership, and an understanding that it takes effort to sustain it. Not every company is capable and not every company is built for that type of culture. However, if you do implement it and are successful, it's an amazing and rewarding experience.
If you want loyal and happy guests, take care of your team first. And forget the pizza and energy drinks — give them a culture in which they can thrive!
"If you want loyal and happy guests, take care of your team first."
Through our free Technology Advisory Services, VPS can help to evaluate your current IT environment and collaboratively implement changes to ensure you have a culture that supports empowerment, transparency, and collaboration. Reach out to us today to learn more.