This article from My Business is quite interesting
It talks about culture in the retail sector as being behind staff disinterest in service. It made me read it twice because culture is key to performance and yet this seems to be quite negative about culture.
Then the message became clear – it’s the type of culture that you create. A culture of friendliness and being casual can lead to “goofing off” and little attention to the work.
Some of the other comments quoted seem quite dismissive and very generalised too – especially about millenials.
The key take aways areL
1. When striving to create a culture, be tuned in to what this mood or culture will create. What are the behaviours that will be encouraged within that culture.
2. Test theory and think things through. Carolyn Taylor wrote Walking the Talk about culture and describes several cultural archetypes that include targeting behaviours, actions and decisions that are consistent with what outcome you desire. A competitive culture will work well in some industries and not in others.
3. Culture often shows up in the way people behave towards one another in their teams and certainly shows up in how they treat customers. Be very clear about what you expect and then work towards creating those behaviours.