What's your Company Culture?

• Company culture is not just for large corporations, but for any company that chooses to succeed.
• Company culture establishes a baseline of behavior that is shared company-wide.
• Company culture codifies the rules of behavior expected throughout the company, from top to bottom.

We know what you're about to say: company culture is something you find in huge organizations with a staff of dozens, if not hundreds. But is it? Can't the principles of company culture be applied to even the smallest of small business owners, and why should it be so? Let's discuss!

Expectations with Company Culture

You experience this every day when you contact customers, letting them know when service technicians will be at their homes to repair their appliances. You are setting expectations, knowing that an informed customer is a less anxious customer, and ultimately a happier customer. It's no fun to be left in the dark, after all.

The same can be said for your employees, no matter how many or how few you have presently. What do you expect from them? What does "above and beyond" mean for them and for you? What is behavior that will not be tolerated?

These are all aspects that get covered by establishing a company culture, or rather a code of action or a mission statement. Essentially, you put down in writing four or five umbrellas that describe how you do your work, more than what you do.

This is important, because anyone who contacts you already knows you do appliance repair. But HOW do you do this? Making these statements clear and well-known establishes in their mind and in the mind of your employees what their jobs are, how their conduct should be, and what that means to your company's identity overall.

Your Mission Statement

Take this as an example:

These are, of course, a starting point and may require tweaks to conform to your specific business example, but the core of these values is consistent. You are informing all who are made aware of these of where you stand.

The Employee Issue

Let's be fair. We've all experienced a work situation where the leadership has - at best - been opaque about what's required of you, the employee; and - at worst - outright negligent in keeping you informed until, typically, when things go wrong. This often devolves into a blame game that never ends well.

The company culture is not like an employee handbook that may be read, at minimum, once a year and then placed back in the drawer. Company culture acts as a banner that hangs over every aspect of your business, a reminder that this is "how we do things." There is no ambiguity, no room for "I didn't know," and gives your employees every chance not just to do the job, but to excel at it.

The Boss Issue

Here's where company culture often goes off the rails. These established expectations may be rigorously followed by the staff, but the leadership plays by a different set of rules.

That doesn't work.

If you choose to develop your company culture, you must lead by example. For instance, if you have instituted a driving policy wherein your service techs must either use a hands-free phone or pull over to take calls, everyone must follow the rules. 

You, as the boss, cannot then be caught over and over again, behind the wheel chatting on your phone in your hands, or even worse, texting. If distracted driving is improper for one, it needs to be improper for all. Make sure that any mission statement, code of conduct, or core values agenda you establish is one you yourself can live with, because if you can't, you can't expect your employees to, either.

The Customer Issue

You don't have to pester your clientele with knowledge of your culture. Is it good to perhaps have this published on your website or printed materials you distribute? Sure, and these are encouraged. 

But more than anything, it's in the demonstration of these values that you really show who your company and your employees are. Talk is cheap, and always has been. Your customers will know your best qualities by your actions, and that's what will bring them back to you again and again.

When To Start?

We can't tell you when the time is right to get the ball rolling on your company culture journey. We can only say that your competition might already be implementing this, so sooner is much better than later. We wish you all the best for your increased business and success.