I had the opportunity to speak with several friends in the industry over the past couple of weeks and a common reoccurring topic that continues to drive our conversations has almost exclusively been around company culture.  There’s no doubt that many of our organizations have changed over the years, some for the better, and others for the worse.  Change is an inescapable reality, but what we often fail to do is to protect the very values that once drove our past successes.

I’m certainly not an expert on company culture, nor will I pretend that our organizational culture is perfect, but what I will say is that over the past few years our company culture has been critical to many of our recent achievements.  Whether you’re hiring from within or seeking outside talent to fill a roll within your business, time spent to truly get to know your candidate is just as crucial as their business acumen.  Recruiters, staffing agents, and online job posting sites have made HR’s job a little easier when it comes to finding qualified applicants, but only one on one time can tell you if they’re the right cultural fit for your organization.

Company culture starts at the top and should reflect who you are, where you’re headed, and the values that are most important.  Understanding the impact of company culture can be addressed in 3 simple ways; how does it affect our employees, our customers, and our vendor partners?
Our employees are the cornerstone of it all, if they’re not being heard, supported, or maintain a healthy work-life balance, productivity, satisfaction, and employee retention will certainly falter.  If you’re not currently conducting annual employee surveys to bring to light concerns and opportunities for change, I would highly recommend doing so.  With that said, do not start the process if the company isn’t willing to address the findings.  Not doing so, will quickly lead you back to the path employee dissatisfaction.

Likewise, poor company culture can affect our customers’ perception and company’s reputation.  Many of us have likely heard the adage “Our customer is our greatest asset”, but how many of us really believe it?  A poor culture can lead to mediocre customer experiences and loss of loyalty.  We’re all fighting for market share and an attractive culture preserves the relationship and brings consistency to our services, therefore increasing the customer lifetime value and reducing customer acquisition costs.

Finally, our relationships with our vendors are vital for growth.  Our culture should foster a collaborative relationship not solely built on allocation, but also trust and ethical behavior.  We’re charged with protecting their reputation, price integrity, and product.  A breakdown in culture can lead to unethical behaviors, loss of respect, and a damaged reputation.  Failure to protect your culture will inevitably lead to the loss of partnership.  So be deliberate and strategic when addressing your company culture, take time to assess the opportunities, and develop an environment that is attractive, reputable, and supportive.

Until next time,

Bill Sumner

NASGW Chairman