Whenever I am at a business, and the front office staff are unprofessional or disrespectful, I don’t blame the staff themselves. Usually attitudes for the company are formed at the very top of the organization. If the senior executives are mocking clients or lack appreciation for clients, that attitude will trickle down. Conversely, if senior executives demonstrate genuine respect for clients and staff, that positive attitude will spread through the organization.
So, what attitude are you spreading to your staff? How is this attitude affecting your clients?
Attitudes become the culture of your company. Have you ever walked into a restaurant or shop and felt a cold, unwelcoming vibe from the staff? Did that contribute to a good or bad experience for you? How eager are you to return? This applies to any type of business, including yours. If your clients are greeted (or ignored) by a gum-smacking receptionist totally engrossed in an app on her iPhone, you will have to work double-time to overcome that client’s negative first impression.
What can you do to create a culture focused on corporate goals and dedicated to the needs of your clients?
First, set company policies and standards. Adopt and live the standards — from the top down. Managers at all levels of the company should “walk the walk.”
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Next, hire staff that reflect the company’s values and attitude. Recognize and praise employees who exemplify company values. These things don’t happen overnight, however with consistent management company culture can change. `
A great example of a successful company known for its powerful positive culture is Southwest Airlines. Herb Kelleher initiated a culture and attitude that continues to keep Southwest Airline’s customers and employees happy and coming back for more. You can do the same. A positive attitude and values-driven culture is good for business. Remember, it all starts at the top!