1. Course Title

2. Drive Growth and Profits with a Defined Company Culture George Hines George’s Music, Inc.

3. Problem: Commoditization Product and Price Solution: Differentiation People and Processes

4. Culture is Your Differentiation Is Yours by Default or Design?

5. 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

6. “The Heartbeat of Your Company”

7. Communicate Culture –Your Vision –Your Mission What is the one thing?

8. Examples Of Customer-Focused Corporate Culture

9. Examples – Customer Focused Culture

10. Example – Customer Focused Culture

12. Set standards for what should occur when someone enters your store Example - Customer Service Evaluation

13. 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

14. 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

15. Example – Employee Focused Culture

16. Recognize employee birthdays & occasions

17. 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

18. Example – Communicating Culture Review expectations in writing and get signatures

19. Example - Communicating Culture Start your day with morning huddle expectations

20. Example - Communicating Culture Set standards for weekly meetings

21. 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

22. Example of Reinforcement of Culture Involve the “front lines” and recognize suggestions

23. Example of Reinforcement of Culture Create audit forms for quality operations - SQI

24. Example of Reinforcement of Culture Establish phone standards and audit

25. 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”

26. George Hines George’s Music, Inc. glhines@georgesmusic.com Define your company culture to Drive growth and profits!