“Process drives culture, not the other way around, so you can’t just change the culture, you have to change the system.” -Eric Ries
Does a company’s culture or personality matter for our bottom line? Bottom line success? Bottom line development? Bottom line results? Can we achieve our financial goals and ignore this part of the equation?
Personality is defined as the combination of characteristics or qualities that form an individual’s distinctive character. Look back at the definition and replace the word individual with company. Now we have some clarity on company culture. The company’s distinctive character, as opposed to the individual.
We must go further though. It’s not enough for the culture to be. The culture must do. It’s in how the service is delivered. It’s in how we perceive this essence and how it measures up to our expectations. All things equal, this can and should be a key factor in our hiring decision. It helps us distinguish one from the other.
How do we go about evaluating this culture, this unique personality? Are there signs to look for? Is there visual evidence? There is.
It should be clearly stated. It’s not enough to talk about culture. We don’t want to hear about it. Culture is the makeup of the organization. It works off a written plan, off stated firm values. We need to demand it built into the system. The process of delivering the service states how it will be done. This written work displays the effort undertaken and the value given. The company creates the persona. Culture doesn’t fall into place. It must be pursued.
It should be visibly obvious. No one is immune to showcasing and delivering the firm’s personality. Done right, culture is felt from the moment we enter the door. The disposition is transparent. We have no need to search or hunt for it. It is clear. It is obvious and perceived by our senses in short order. At the highest level, we feel culture in our soul.
It should fit us as individuals. Let’s recognize that there is no “one-size-fits-all” culture. Seek out those matching us as individuals. There will be cultures which complement our personal nature. Look for an agreeable style. No temperament has a monopoly on society. We’re best served when we select a firm with a personality that fits. That is a magnet for our relationship. Seek out a life-long bond. Visualize it being exactly that.
It should be delivered with consistency. Ongoing actions and behaviors produce consistency. We value that consistency. There’s comfort in knowing what to expect and that our expectations are met, or even exceeded. It’s okay to rely on the enduring character of the firm and its people. In fact, we should demand it.
If we’re looking for proof in culture, we need not look far.
Southwest Airlines founder Herb Kelleher said “The spirit of our airline is exuberant, it’s fun, it’s a joy.” Southwest Airlines is a leader in customer service with a friendly face, some jokes, and a smile.
Google founder Sergey Brin said “I want to be looked back on as being very innovative and ultimately make a big difference in the world.” Google is world-renowned for their constant innovation.
Chick fil A founder S. Truett Cathy said “I was not so committed to financial success that I was willing to abandon my principles.” Chick fil A is one of the most principled companies in existence. Agree or disagree with their principles, but they stand by them.
Apple founder Steve Jobs said “Design is not just what it looks like and feels like. Design is how it works.” Apple is known for innovative design and user-friendly products.
Having a culture matters. It matters in our lives. It matters for our growth. It matters if we want to achieve our plans. Personality counts.
“Personality has the power to uplift, the power to depress, the power to curse, and the power to bless.” -Paul Harris
