If you're like most Americans, one of the first questions you ask a stranger is: “What do you do for work?” Almost immediately, you learn how the stranger feels about his job. He may fidget, insecurely touch his face, give a wry smile, and respond by saying: “I work for XYZ Company…but I don’t really like it.” Alternatively, he may lean forward, smile, and proclaim that his company is the best company to work for. He explains that he loves his work and the people he works with. Why? It's all about the company culture.
Positive culture and work/life balance consistently rank as the two most important factors of an ideal job.[1] They stand as being even more important than interesting work, job security, compensation, or an ability to learn and grow. Give employees autonomy, treat them well, and foster a supportive atmosphere and they are more likely to enjoy their work. This often translates into greater engagement, productivity, customer satisfaction, and profitability. It all seems obvious, yet so many businesses overlook its importance.
Southwest Airlines, one of the most admired companies, famously declares employees come first, even ahead of customers and shareholders. This should make customers and shareholders upset, right? Yet, year over year, Southwest ranks at the top in customer satisfaction and is among the most profitable airlines. Southwest believes that if it empowers employees they will treat customers right. This results in increased profitability and makes everyone happy. It’s a win-win-win.
What Culture Is and Isn’t
Happy hours, social events, and annual parties do not drive great culture. Nor do inspirational posters, motivational videos, and pep talks. These are not drivers of culture; they are echoes of a culture already in place. Never have I met a person who disengages from a company because of the absence of any of these.
Culture is deep. Culture is an interlocking interaction of values, beliefs, and behaviors. It rarely changes no matter what direction the business goes. It is the fundamental reason why people choose to work at one company versus another. When people are united through common values and principles, they are more likely to work together towards common goals.
Leaders with Humility Attract Empowered Employees
In any company, leadership has the ultimate power and authority. Yet, the greatest leaders aren’t those who command power and authority, nor do they have the most knowledge and experience. They are those who earn the trust and respect of their colleagues. Ironically, the greatest leaders are the ones who establish culture and trust by relinquishing their inherent power and authority and exposing themselves to risk. They seek to empower others, maximizing their efforts towards making important choices, regardless of whether they are conflicting with their own.
Leaders must have the courage to allow people to express themselves and pursue their ideas, even if it means making mistakes and costing the company money. Building a great culture and one of trust takes humility. The rationale is simple: diverse thinking almost always leads to better decision-making. Empowered employees feel free to express themselves and make decisions, even if they are counter to the judgment of leadership. They have the autonomy to use their brains and intuition, the valuable assets that got them hired in the first place. As a famous Apple CEO once said, “it doesn’t make sense to hire smart people and tell them what to do; we hire smart people so they can tell us what to do.”
Empowered Employees Build Strong Cultures
With positive culture ranking as one of the most important factors of job satisfaction, it is critical that leadership foster an environment that harnesses the unique strengths and perspectives of individual members. Employees come first. When they’re empowered, they ultimately become people of influence and set the tone of the company. A great culture is exhibited when people take personal responsibility for the overall success of the business regardless of seniority, title, or role. They cease wasting energy dealing with internal politics or drama. Instead, they are focused on what matters most – promoting great customer service, outperforming the competition, and delivering high-quality products and services.
[1] 2012 Net Impact survey
