Does a Bad Culture Sour Your Customers?

Often, when I am shopping or trying to use the services of a particular company, I can anticipate the kind of service I am about to receive by the attitude and interactions of the staff.  For example, I have been privey to negative conversations between employees about the management or policies they are required to follow because they are oblivious to the fact that I am standing there in their presence, listening.  I sometimes overhear comments concerning an employees’ dislike for another employee, or their absolute lack of enthusiasm at my wanting to purchase their merchandise.  Managers have confided to me how they would love to help me with my needs, but the “powers-that-be” won’t allow them to make that decision.  My particular current favorite is walking into a store and being asked if I plan to buy anything or am I just wasting time.   Apparently, people simply looking through the store at the merchandise is a source of irritation to the employees.

I’m aware we are in still in very difficult times, and in fact, will go out on a limb and say that we don’t need to state that anymore as it is painfully obvious.  Yet; when I go to these stores and businesses, I have the sense that the “powers-that-be” have filtered this common knowledge down to all levels of the organization.  This is one way that a little thing called company culture, the “personality” as it were of an organization gets created.
 

Culture is a crucial aspect of an organization.  It can define a company as it will set the tone of how a company is viewed by its client or customer base.  Culture almost always established and defined by the behavior and leadership of upper management, the founder or owner.  So you really can’t blame your front line personnel for being less than cordial to your customers, if you’re less than cordial to your own employees. 

I have had numerous conversations with business owners and upper level executives who state that they just can’t find good help or their staff seem to be in a “funk”.  My first question is, “What training have you done to set the example of how to perform within the company?”    Stated another way, if the “powers-that-be” are hostile, unfriendly, rude, short, curt, dismissive, irritated, gossipy, or anxious toward the staff,  it is likely that the staff and front line personnel are reflecting that “personality” to customers.  It takes training, leadership, positive examples, positive reinforcement, and dedication to a mission of excellent service to shape a positive corporate culture (very similar to raising children).  Otherwise, your business will be the reflection of the negativity that is observed and filtered down to your staff.  Take stock in the culture, attitude, and “personality” of your leadership and business as a way of calibrating how your customers are observing your operation.  The more positive and ethical the corporate culture, the more positive and ethical the service.