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5 elements of Building an organizational culture with Maggie Bayless & Elnian Gilbert May 11, 2016 We will send you the slides and recording of this webinar in a few days
We will send you the slides and recording of this webinar in a few days
What is culture? Here’s what Webster’s says: “Culture is the set of shared attitudes, values, goals and practices that characterizes an institution or organization.” Zingerman’s interprets this as “an organization’s personality.” Organizational culture is the everyday reality of organizational life. Not what we SAY we do, but what we actually DO. We will send you the slides and recording of this webinar in a few days
We will send you the slides and recording of this webinar in a few days
5 elements of building an organizational culture We will send you the slides and recording of this webinar in a few days
We will send you the slides and recording of this webinar in a few days
What makes your culture unique? What you’re afraid of losing if you: • Grow too big • Grow too fast • Get new leadership/ownership • Have long time employees leave • Downsize/go through tough times
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We will send you the slides and recording of this webinar in a few days
What makes Zingerman’s culture unique? In • • •
part, our approach to: Customer Service Training Appreciation/Gratitude
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We will send you the slides and recording of this webinar in a few days
1. Teach • Make the commitment to teach • Beyond technical job skills • Teach what you value in your culture and why, what makes you unique? • Even when something is “obvious,” it is still helpful to explicitly state what it means to your organization
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We will send you the slides and recording of this webinar in a few days
1. Teach • Customer Service • • •
Pre-hiring in the application and interview questions Classes (Welcome to the ZCoB, The Art of Giving Great Service, individual business orientations) On-shift and one-on-one
• Training • • •
Zingerman’s Training Compact Clear, documented expectations – specifically, Training Passports which answer the 4 Training Plan Questions Training for On-Shift Trainers (5 Steps to On-Shift Training)
• Appreciation • • •
Expectation that everyone will look for opportunities to appreciate Explicit in the Training Compact: Recognition & Reward Repeated and reinforced in Welcome to the ZCoB We will send you the slides and recording of this webinar in a few days
We will send you the slides and recording of this webinar in a few days
2. Define • Shared, documented understanding of what great customer service, excellent training, and an appreciative culture means in the organization • Repeatable, teachable organizational recipes/procedures
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We will send you the slides and recording of this webinar in a few days
2. Define • Customer Service • 3 Steps to Giving Great Service, 5 Steps to Effectively Handling Complaints, the 10-4 Rule, and much more!
• Training • Each new employee gets a training passport and can answer the 4 Training Plan Questions: What does success look like at the end of my first 90 days? • Trainers have the tools they need to be successful
• Appreciations • Expectation that employees will submit appreciations to go in the staff newsletter, and at the end of weekly meetings • In the mission statement, explicit that we will bring the Zingerman’s Experience to everyone, including those we work with We will send you the slides and recording of this webinar in a few days
We will send you the slides and recording of this webinar in a few days
3. Live • Not just what we say, what we do day-to-day • The embodiment of the organizational personality • Observable behaviors • Where you see the results of the other Elements • Particularly important for leaders to model the behavior • Where the rubber hits the road We will send you the slides and recording of this webinar in a few days
We will send you the slides and recording of this webinar in a few days
3. Live • Customer Service •
•
Giving great service all the time, even when you’re tired, hungry, annoyed, etc. – to all that you interact with, including co-workers, vendors, wrong numbers, not just paying customers Consistent expectation for every position at Zingerman’s
• Training • • •
Living both sides of the Training Compact Asking for help when you need it Following systems (or if they’re not working, following the system for organizational change)
• Appreciations • • •
Start by appreciating yourself – change comes from within Build systems that make it easy and encourage appreciations Practice focusing on what is going well We will send you the slides and recording of this webinar in a few days
We will send you the slides and recording of this webinar in a few days
4. Measure • How we know if we are successful • Objective ways to measure success (vs. only subjective, “because I think so” feelings) • Tracking trends over time
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We will send you the slides and recording of this webinar in a few days
4. Measure • Customer Service • Codes Red & Green, Net Promoter Score • Observable behavior – ie: using the 10-4 Rule consistently
• Training • Trainees can do their jobs! • Out of orientation on time, completing passport as scheduled • Trainers know what is expected of them and are effective trainers
• Appreciations • In bi-annual staff survey (Feelin’ Groovy), ask: “In the last 7 days, have I received praise for my work?”; “Does my supervisor seem to care about me as a person?”; “Do my opinions seem to count?” • Volume of appreciations in the staff newsletter, at the end of meetings We will send you the slides and recording of this webinar in a few days
We will send you the slides and recording of this webinar in a few days
5. Reward • The benefits of meeting the expectations • Not necessarily monetary • Primarily recognition at Zingerman’s
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We will send you the slides and recording of this webinar in a few days
5. Reward • Customer Service • Service Awards: Internal Service Star, External Service Star, Evergreen Award, Extra Mile Files • Opportunity for advancement
• Training • Discounts at Zingerman’s businesses, paid time off – come with completing orientation • Feeling of accomplishment/mastery and ability to contribute to your team, department, and business
• Appreciations • Written appreciations in employee newsletters, verbal appreciations at the end of meetings • Handwritten thank you notes • Share in the business success (gain share) We will send you the slides and recording of this webinar in a few days
We will send you the slides and recording of this webinar in a few days
Questions?
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We will send you the slides and recording of this webinar in a few days
More ZingTrain resources on Organizational Culture Come to our 2-day seminar: The Zingerman’s Experience - June 6-7 Read an article: 5 Elements of Building an Organizational Culture A Culture of Positive Appreciation Essential Guide to Staff Training Read the book: Zingerman’s Guide to Good Leading, Part 1: A Lapsed Anarchist’s Approach to Building a Great Business We will send you the slides and recording of this webinar in a few days
We will send you the slides and recording of this webinar in a few days
www.zingtrain.com 734.930.1919
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[email protected] [email protected] We will send you the slides and recording of this webinar in a few days
