Things change! Very little in life or business remains the same forever. How often do you anticipate the need to adjust your strategy? How leaders define company culture and customer perceived value should change with increasing frequency over time if they intend to steadily grow and thrive in as competitive an industry as the alarm industry.
Successful organizations realize that invigorating changes in how things are done inside a company effectively take place only when its culture is modified for the better first. But culture is usually a difficult thing to pin down and even harder to change because it reflects the inherent values, standards, habits, and behaviors of any alarm company.
Employee problems, recurring customer complaints, and both employee and customer attrition exist everywhere. Many of the same debilitating characteristics of your company culture and working environment can be found throughout almost every one of your competitors today. This is particularly inherent in the upper echelons of the company. With very few exceptions, doing the same things over and over everyday without change or innovation promotes little enthusiasm and energy when working with customers and with each other.
Are you doing anything to continuously stimulate and revitalize your company culture? If you're not, I promise you that the lack of revitalization is being felt throughout the company, and by your customers. My guess is that no one will say anything about the need for cultural change inside your company - largely because it is difficult to identify -- but there is no doubt that employees and customers can recognize feelings of stagnation. Human nature dictates that unless regular stimulation is induced, little energy, creativity, and effort is applied.
Test It at Your Company
Just as a test, try calling in to your own company sometime and see how your people sound when they answer the phone or when they transfer a call. Do they sound enthusiastic and eager to help or are they speaking in a dull monotone manner with little personality or interest in the call. If they transfer the call do they simply press the "hold" button or do they politely ask if you would be willing to hold for a moment? Which of the two do you prefer speaking with when you call a company you do business with? What is the customer's perception of a company which greets them with energy and enthusiasm as opposed to feeling as though their call is an interruption to the person answering?
Yes, good employees are hard to find, but how many companies lower their standards today simply to fill a position? How do "bad hires" affect the rest of your team? Re-evaluating the company culture is one aspect many companies are beginning to look at when it comes to positive revitalization to bring fresh ideas and motivation to a team. When a company begins the work of identifying specifics in their culture that create energy and enthusiasm it provides a distinct advantage on the competition.
Taking Company Culture Seriously
There are only a handful of companies I have worked with who take the culture factor seriously. In return for their efforts, they have grown to be market leaders in the industry. Positive values and productive behaviors continuously drive and reinforce how employees act. But when the culture supports significant negative aspects, it can create a reverse destructive cycle driven by conflicted values and dysfunctional behaviors. Which of those two aspects are you seeing at your company? You're seeing both aren't you?