Often these values are generic, vague, and cryptic. Examples include: ABC company believes in good customer service or 123 company values quality in our products. No kidding. Tell me a company that does not want good customer service and quality products. Then the company wonders why its employees are cynical and have no enthusiasm.
The solution: the values must include desired behaviors. They are very specific, crystal clear, and leave little doubts as to what is how the company operates.
Bank One has a five page singled spaced document outlining all values and corresponding accepted behaviors. Example is "We treat customers the way we would want to be treated". Most companies would stop there. Don't! Keep going as Bank One did and list the detailed behaviors expected. In Bank One's case on the value of treating customers are you would want to be treated, here are some behaviors:
- Always look for ways to make it easier to do business with us.
- Don't forget to say thank you.
- Never let a profit center get in the way of doing what is right for the customer.
Then once you have clear values and behaviors, it only works if you reward people that follow them and there are consequences for those that don't.
Don't be a company that has values which are just a bunch of noise. Have values and specific behaviors that actually mean something. Once done, your employees come alive and your company will take a huge step in achieving full potential.
