Arnie Malham is an experienced entrepreneur with a culture-first mindset. In his stellar book, Worth Doing Wrong: The Quest to Build a Culture that Rocks, Arnie outlines the importance of creating world-class customer service cultures – which has to start from the top.
In other words, culture reflects leadership.
It actually doesn’t require a huge investment of time and people – but it requires the right mindset. Here are 3 things that you can start applying to your organization today to create a culture that you can truly be proud of.
- Give your people a voice, listen, and let them know you’re listening.
Many times, we want to do all the talking and we want to do all the preaching. But if you give your people a voice, and you’re willing to listen to them, you will learn a ton. Everyone wants to feel heard so make sure your team members know that they’re heard.
- Cheer for your people’s success on the team and off.
The number one thing you can do to create a good working environment for your team is to cheer for them. Cheer for them in their workspace. Cheer for them in their life. Help them grow as human beings. Our team doesn’t care about us until our team thinks we care about them. So, create a work environment that people want to come to work in. Create that environment and work becomes a great place to be – sometimes a better place than home.
- Say YES a lot.
We all get stressed as entrepreneurs and leaders it seems easier, faster, and sometimes it even feels better just to say no so you don’t have to deal with a problem. Instead, try to say yes and delegate that problem to someone else so they can figure out how to do it wrong until they can get it right. Saying yes a lot reduces stress for you and for your team. It makes them feel heard and it makes them feel valuable.
For more information and resources on how to create a world-class customer service culture, check out The Customer Service Revolution podcast. If you’d like to listen, head over 014: If It’s Worth Doing, It’s Worth Doing Wrong with Arnie Malham.