Pulse January / February 2019 - Page 39

The culture of your business is just like a dinner party. It’s the feeling, the soul, the vibe and the unspoken rules that ultimately drive the way your team interacts. It is also the invisible force that drives your customer experience. The company culture IS your brand. When it comes to company culture, the leader is respon- sible for some of it and the team is responsible for some of it as well. As a leader, it’s your job to invite the right people, get the lighting and music perfect, create the menu, and set the table. Your team, acting as the guests, are responsible for their response to that. You set the conditions and they react within them. In that way, you get the culture you deserve. Culture is a hot topic these days, especially in the spa industry where filling open positions can be difficult, and turnover is high. A positive culture at your business will make it easy to recruit top talent, generate employee engagement, boost sales and create a buzzworthy brand regardless of the size of your marketing budget. You can’t wait any longer to start getting intentional about culture. Getting Started If we stick with our dinner party analogy, then the first thing that the guests experience is going to be the energy of the hosts. Are they in a good mood or a bad mood? Do they always welcome guests at the door with generous smiles and warm hugs? Are they formal and accommodating? Each of these different styles starts to create the culture of the event. The same goes for the people who lead and manage the business. When I work with teams on improving company culture, we always start with the management team. This is the area that has the most impact for setting the conditions, habits, and values of your team. Having the desired management behaviors clearly defined and consistently executed is the starting place of all healthy cultures. You’d be surprised at the inconsistency in management styles, behaviors, and values even within just a single location business. The culture of your business starts with how managers respond, act and behave. As you start to think “In order for your employees to drive the company culture in the right direction, you’ve got to have a clearly defined vision that properly sets the table for success.” January/February 2019 ■ PULSE 37