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Chris LoCurto

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January 31, 2017

What Toxic Culture Looks Like, And How To Avoid It

January 31, 2017 | By | One Comment">One Comment

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Terrible customer service can be incredibly frustrating. This week we had a taste of it at the office. Here’s why it matters in your leadership…

Today we are talking about customer service. Here’s the phone call we experienced at our office this week, listen here:

[jump to 4:45]

It takes a lot to get me upset… this phone call did it pretty quick.

For me, caring more about money, making a sale, than serving God’s kids is a spiritual issue.

There comes a time in your role as a leader where you have to take responsibility for your company’s actions. Don’t be surprised if you lose business when you treat the actual business…like business! Instead, you have to treat your customers like they are actually the ones contributing to your 401K. Treat your customers like they’re the ones who are putting the food on your table.

Yes, there are times that the customer is wrong. I believe that. The customer might not always be right, but the customer should be honored. To continually mistreat customers and then wonder why you’re losing business, is ridiculous.

After listening to the phone call, do you see the culture that’s inside of this business? For me, culture comes down to two things: actions and attitudes. What you teach, what you lead, the integrity you teach…it becomes DNA in a business.

You have to ask yourself this question: “Is money worth having this kind of culture, DNA, in your business?”

If you want to be successful in creating a phenomenal culture… you must define it.

Here’s what you can do this week:

  1. Write down what you want your culture to look like. Define it! What actions do you want when it comes to: working, clients and customer service, team members, leadership? Integrity? Culture?
  2. Ask yourself the questions first, then bring others in and see their feedback. Ask if you measure up as a business to what you wrote down.
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  • http://emgage.com Roz Luna

    Agreed. Sometimes it can just ruin your branding culture of your business and that can’t be good!