When working for large companies, chances are good you’re familiar with the concept of corporate culture. This is the single thread that ties together how large companies do things; it’s how they keep a sense of unity within employees worldwide. These big companies may devote large budgets to meetings, trainings, and promotional materials that groom employees with the business philosophies of top-level management.
Even if your business doesn’t have multiple locations, hundreds of employees or the deep pockets of industry giants, you can still tap into the secret of creating a business attitude that keeps customers coming back.
Creating the Right Business Attitude
Unlike handing down a corporate culture memo from the CEO, creating the right business attitude takes a more personal approach. Not only will you design the way your business does things, you’ll also have to live it each working day. Consider critical aspects of your business like:
- Customers – Will you treat them all like paychecks or valued friends of the company?
- Employees – Will you make them handle the grunt work you dislike doing or empower them with responsibility?
- Finances – Will you pinch every penny or allocate your budget to the areas that do the most good for customers and employees alike?
- Issues – Will you use adversity as an excuse for slacking off or will it fuel improvement?
Implementing the Right Business Attitude
Ultimately, the way you present how your business does things to the staff will determine the overall efficacy with bringing in repeat business. Regardless of format – be it a meeting or a memo – you must go deeper than the what. Your employees need to know the why and the how.
For example, imagine you run a bakery specializing in gourmet cupcakes. You can tell the employee in charge of supply orders to get real vanilla extract instead of artificial, but if he or she isn’t a baker the importance could be lost. Instead, you would take the time to explain that your bakery is built on providing the highest quality product to customers. To do that, you use the best ingredients you can afford. Artificial vanilla will get the job done and will taste good in cupcakes, but it won’t produce the same look of euphoria on a customer’s face when they take that first heavenly bite of the cupcake made with pure vanilla.
Sometimes, an employee’s understanding of why the company does the things it does is all it takes to bring problematic employees back into step with your business attitude.
Does Your Company Have the Right Business Attitude?
Whether you’re evaluating the new business attitude you implement or determining if you need to create one, an honest look at the operation can tell you everything you need to know. A corporate culture conducive to customer loyalty shares the following qualities:
- Customers happy to spend time and money with your business
- Employees who smile throughout the day, even when no customers are present
- Managers who praise and recognize the positive contributions of employees in all positions
- Payables sent out in advance of the due dates to keep vendors agreeable and delivery prompt.
For the swiftest impact on customer service, remember the way you treat employees is similar to the vanilla example. A staff with limited authority, responsibility and job satisfaction can get the job done, much like the artificial vanilla. On the other hand, empowering your employees to do whatever it takes to provide that ideal customer experience – while keeping an eye on the company’s best interest – creates the pure vanilla quality level your customers will notice and come back to get.
So, which business attitude will you take with your company: artificial or pure vanilla?