Course Title
Drive Growth and Profits with a Defined Company Culture George Hines George’s Music, Inc.
Problem: Commoditization Product and Price Solution: Differentiation People and Processes
Culture is Your Differentiation Is Yours by Default or Design?
Culture: Consists of shared values and codes of conduct that set the standard for employee behavior and actions toward each other and toward their customers Definition of Culture
“The Heartbeat of Your Company”
Communicate Culture –Your Vision –Your Mission What is the one thing?
Examples Of Customer-Focused Corporate Culture
Examples – Customer Focused Culture
Example – Customer Focused Culture
Set standards for what should occur when someone enters your store Example - Customer Service Evaluation
Culture - How Do You Keep It? Culture First – Experience Second Compromise Hire and Compromise Culture Hiring for the Culture Testing Using Profile Surveys Disc 2.0 Profile Taleo – On Line Application Surveys
New Hires – First Day “WOW” Welcome Card sent to home First Day Celebration Cake Welcome Phone Call from Office Staff Manager takes out to Lunch Observation and Comfort Day Introduced to Regular Customers
Example – Employee Focused Culture
Recognize employee birthdays & occasions
Communicate Culture Set Performance Expectations Review all documentation and sign off Explain in detail all expectations Create a Performance Summary 30 Day and 90 Day Review Establish Daily, Weekly, Monthly Goals
Example – Communicating Culture Review expectations in writing and get signatures
Example - Communicating Culture Start your day with morning huddle expectations
Example - Communicating Culture Set standards for weekly meetings
Reinforcement of Culture “What gets rewarded, you get more of!” Associate Recognition Forms Sales Performance Daily Recognition Performance Pay – Tie to Key Indicators Merit Raises for Great Behavior Establish an “elite” service team
Example of Reinforcement of Culture Involve the “front lines” and recognize suggestions
Example of Reinforcement of Culture Create audit forms for quality operations - SQI
Example of Reinforcement of Culture Establish phone standards and audit
Defined Culture Performance Statistics *Company results in a 10-year study –Increased Gross Revenues 682% vs 166% 4X –Increased Company Value 901% vs 74% 12x –Increased Net Income 756% vs 1% 756x –Increased Job Growth 282% vs 36% 8x * John Kotter “Corporate Culture and Performance”
George Hines George’s Music, Inc. Define your company culture to Drive growth and profits!