course title. drive growth and profits with a defined company culture george hines george’s music,...
TRANSCRIPT
Course Title
Drive Growth and Profits with a Defined Company Culture
George HinesGeorge’s Music, Inc.
• 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
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
Example – Employee Focused CultureRecognize 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 CultureReview expectations in writing and get signatures
Example - Communicating CultureStart your day with morning huddle expectations
Example - Communicating CultureSet 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 CultureInvolve the “front lines” and recognize suggestions
Example of Reinforcement of CultureCreate audit forms for quality operations - SQI
Example of Reinforcement of CultureEstablish 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 HinesGeorge’s Music, Inc.
Define your company culture to
Drive growth and profits!