Customer Service & Service Culture

Without a clue as to how to run a company, Arnie Malham repeatedly “got it wrong” when it came to hiring, firing, and everything else related to building a business. Armed with his belief that different is better than good, outliers are fascinating, and mind-set is everything, Malham persevered. Arnie will tell be presenting at the 2017 Secret Service Summit on how to build a Sustainable and remarkable business culture.

Service Culture

If you’re searching for the key to providing a consistent, high-quality customer experience, the first place you should look is right in your own backyard. After years of trying to build brands and better serve my customers, I didn’t achieve sustained success until I learned this break-through lesson: I couldn’t get my business right until I got my culture right.

Once I decided to make culture a top priority, great things started to happen: better employee performance, improved morale, accelerating profits, and most importantly, higher client satisfaction.

Four Ways to Build a Better Culture
  • Listen to your employees. Who are your customers dealing with on a regular basis? The people on your team.Whether you conduct morale surveys or run meetings that encourage creative thinking, you need an environment that empowers people to speak. Then open your ears and listen.
  • Invest in your employees. How much do you spend on training? How do you encourage professional development? How often do you celebrate success? It’s not enough. Start a book club, share profits, and help employees fulfill their dreams. Then do it all again. Growing your business starts with growing your people.
  • Make your culture unavoidable. For an investment of zero dollars, you could revolutionize your culture right now. Email your staff that the company is going to casual attire. Make your office dog-friendly. Designate a meeting-free hour of the day as “quiet time.” Can’t do those things? Find some bold new things you CAN do—and make them equally unavoidable! Your employees will love it, and your customers will feel that love.
  • Culture reflects leadership.* The only thing that keeps a culture down is bad leadership. If you’re a leader at a company with a toxic culture, it’s your fault. Be the leader your culture needs you to be, and don’t wait to get started. Get it wrong, make it better, and keep trying until you get it right. That’s what Worth Doing Wrong is all about.

I’ve learned all this from experience and from leaders much wiser than me: when my people are happy, my clients are happy.  And it all starts with a great culture.

Worth Doing Wrong

Without a clue as to how to run a company, Arnie Malham repeatedly “got it wrong” when it came to hiring, firing, and everything else related to building a business. Armed with his belief that different is better than good, outliers are fascinating, and mind-set is everything, he persevered.

Malham stumbled upon a bold, culture-first approach that gave his fledgling company the momentum it needed. cj Advertising grew to become the largest full-service brand-building agency in the country. He has since built two other successful businesses. In Worth Doing Wrong, Malham provides strategies for creating a culture that will help you smash business goals, achieve win-win relationships with your clients, generate buzz in your community, and cultivate a workplace that you and your employees will love.

Arnie Malham Keynoting The Secret Service Summit

As one of the highest rated speakers we have ever had, The DiJulius Group is excited to announce that Arnie Malham once again will be keynoting at the 2017 Secret Service Summit October 26th & 27th in Cleveland, Ohio.

*Related – IN-Q Performing At The Secret Service Summit

Leave a Reply