“It is just the way we do things around here.”
Certainly a phrase that is not uncommon to overhear in offices around the globe. But, what is this ‘it’ that everyone refers to?
Well, that’s pretty hard to pin down. It can be the tribal knowledge shared informally across peers, the unspoken norm that everyone adheres to, even the feeling an outsider gets when they step inside the office walls.
But, if I had to take a stab at an all-encompassing way to describe it I would use one word.
Specifically, your company’s organizational culture, as defined by the deeply held assumptions and beliefs of a company and its employees.
Every company has a culture – some may emphasize free-flowing collaboration and innovation while others encourage strict compliance with company rules. Some cultures are very strong and salient; others are weak and not clearly identifiable at first.
No matter what your company’s culture is, though, we hear consistently that culture is not something that you as service organization leaders can change.
And, we tend to agree. When we took a look at culture in our latest research, we found it takes a long time to shift engrained assumptions and beliefs at the company level. So, culture evolves slowly over long periods of time and is difficult for one function to influence on its own.
But, don’t worry – all is not lost. Read More »