It’s tempting to blame your leadership problems on the bigger culture. You may even be tempted to let the “if onlys” creep it.
My Team Would Be
- More engaged: “if only we paid our part-timers like Starbucks
- Able to delight customers: “if only we had more lenient satisfaction policies like Zappos”
- More creative: “If only I could give them 20% of their time to work on anything they want like Google.”
- Absent less: “if only we let them where shorts and sing silly songs like Southwest.”
Create A Cultural Oasis
Learn about great cultures, but then get to work right where you are. You can create a cultural oasis within the most challenging contexts.
After reading Leading The Starbucks way, I called Joseph Michelli to get his view. I asked, what if you’re not the CEO, or even head of HR. Is it possible to create an oasis of great culture within the larger context. His response, a resounding YES!
“Take your small spot in the organization and make it great. Do the right thing despite the organization’s weak points. Your great results will make a difference. People will notice what works and seek to replicate it.”
Many of the principles that made Starbucks a great cultural and financial success will work for teams and departments as well no matter if you’re working with external or internal customers. Here’s a few:
- Observe and interact with your perspective employee to determine whether they are eager, teachable, and authentically interested in others. Look beyond the normal interview and watch how they interact as a human being.
- When front-line staff members are passionate about your products, they build interest and excitement on the part of your customers. Get your products in the hands of your people and let them play.
- Rituals are powerful ways to create a common bond, inspire commitment and innovation. Ccreate unique rituals that make team members feel they are part of something magical.
- Complaints are opportunities to both re-engage customers/employees and demonstrate integrity; strong leaders look for ways to encourage customers/employees to share their concerns (be a role model for seeking out constructive feedback from customers and employees).
- Good leaders provide uplifting moments for those who uplift customers. Make a big deal over the right behaviors.
- Seek to be in relationships (not transactions) with customers and employees– take a long-term view
- Make work an experience.
Don’t wait for your world to change, change your world. Learn about great cultures, and then build your cultural oasis. Achieve results and your culture will be contagious.