How things are done.
WHAT CULTURE ACTUALLY IS
What people do when you are not watching.
WHAT SETS IT
Your own behaviour, more than anything you say.
WHAT THAT MEANS
If you cut corners, they will If you are late, they will be If you treat customers well, they learn to
WHAT TO ESTABLISH EARLY
How customers are treated What standards are non-negotiable How mistakes are handled How people speak to each other
THE MISTAKES POINT
If mistakes produce anger, people hide them.
Hidden mistakes become larger problems.
WHAT TO SAY EXPLICITLY
That reporting a problem early is always the right thing.
WHAT TO PROTECT
People from abusive customers.
Tell them explicitly they may end an abusive interaction.
WHAT TO AVOID
Rules for staff you do not follow yourself Public criticism Favouritism
WHAT SMALL TEAMS VALUE
Being trusted Being told what is happening Being treated fairly
WHAT THOSE COST
Nothing.
