Communicating Expectations to Build a Thriving Culture
A strong team culture begins with clearly defined, actionable expectations that inspire and align both leadership and team members, creating a foundation for success. At a former workplace, this foundation not only enhanced our service culture but also contributed to being recognized as a "Best Place to Work." Here’s some examples and a guide to crafting and communicating culture expectations effectively:
1. Define Your Core Values
Mission and Goals: Articulate a clear mission statement that resonates with both associates and leadership. At this workplace, we emphasized service to "Every Person Perfectly," ensuring individualized, personalized, and differentiated guest experiences.
Ethical Practices: Outline key principles like integrity, empathy, accountability, and respect. These create a moral compass for decisions and interactions.
2. Set Clear Behavioral Standards
For All Team Members:
Professionalism: Encourage graciousness, respectful communication, and genuine care for colleagues and guests.
Responsiveness: Train associates to resolve complaints positively and own issues until they’re resolved.
Follow-Through: Ensure timely responses and actions for both guest requests and team needs.
3. Articulate Leadership Expectations
Consistency: Treat all associates fairly and model the behavior you expect to see.
Transparency: Share information openly and invite team feedback, fostering trust.
Coaching: Provide constructive feedback and celebrate achievements publicly.
Empathy and Humility: Show genuine concern for team well-being and admit mistakes when necessary.
4. Encourage Collaboration
Foster an environment of teamwork by respecting and leveraging each department’s contributions.
Celebrate team successes and build a culture of shared accountability.
5. Train and Develop Continuously
Invest in ongoing training that aligns with your standards of excellence and leadership traits.
Include opportunities for associates to grow through mentorship, coaching, and hands-on learning.
6. Communicate and Reinforce Expectations
Regularly revisit and share your culture and leadership principles through meetings, training sessions, and feedback loops.
Use visual reminders like pocket cards or posters in team areas to keep these expectations top of mind.
Why It Matters
When culture and leadership expectations are aligned and transparent, it sets the stage for a supportive work environment. This fosters trust, engagement, and ultimately, exceptional service delivery.
Start shaping your team’s culture today by clearly defining what you stand for and holding everyone, especially leaders, accountable. Need help crafting your culture blueprint? Visit kellyhaynie.com for consulting and tailored solutions!
