Last year I worked for a client that does a good job instilling their culture in their people.
One day I got to chat with the founder of the company. As we talked, he said something that stuck with me:
“In this company, the customer gets the only vote.”
Then, over the next 12 months I worked with this client, I witnessed this. It was not just a slogan or a statement. The employees really lived it.
I’m not saying they were perfect in executing this ideal. They were not. Things popped up that customers clearly wanted, but never got. But, as far as I could tell, their requests were always considered. I never got the feeling customers were ignored.
My friend Mark LeBlanc would say this comment is repeatable. It’s easy to say, easy to remember and easy to understand. Its meaning is crystal clear.
That gives it power and value.
This is an easy philosophy for employees to support. It’s the kind of ideal that can work its way through a company so everyone gets it. And they act on it. They make it part of their world every day. It affects their attitudes and actions.
When this happens, your company can go places few others can. When your employees all have a clear picture of your company’s values (like this one) things work better. Everyone moves in the same direction. The whole organization delivers a customer experience that is consistent, memorable and remarkable.
How will that affect customer loyalty and retention (and business growth and profits)?
In the case of this company, they have a strong brand identity. They are well-known and well-liked by their customers. I know. I’ve heard the customers speak. They really like this company. Their loyalty proves it.
You can put this same power to work for your company.
Find ways to describe your company’s true values. Create a memorable and repeatable value statement that tells everyone what your company is all about. Do this well and you’ll give your company an edge that few others have.