Wednesday, April 12th, 2017
Your Cultural Norm
“Courtesy is as much a mark of a gentleman as courage.” – Theodore Roosevelt
Sometimes it is the little things that make up what your firm culture is really like.
- When a client has left a voice message for you to call them back, do you do it right away or procrastinate for a day or more?
- Partners often short-cut firm processes.
- When the front desk person is really busy and the phone rings more than three times, does almost everyone ignore it?
- When the coffee pot is empty, the last person simply puts it back on the burner and walks away.
- When the printer is out of paper, the next user simply decides to use another printer rather than load paper.
- When a client is sitting in the lobby, employees pass through and just ignore them.
- Yes, when there is no toilet paper left on the roll in the wash room, it is simply ignored by most people.
Or, do you really have a culture of caring, teamwork and passion for the firm?
- Client calls are returned (almost always) within 4 to 6 hours.
- No one dodges an incoming telephone call.
- All partners set a good example.
- Partners and team members never hesitate to pick up trash in the parking lot.
- Everyone cleans up messes in the lunch room and makes coffee.
- “It’s not my job” is never even a fleeting thought among the team.
- Someone occasionally brings in Starbucks coffee and treats for the lunch room.
- People seem almost anxious to tell outsiders where they work and how great it is.
- Partners return reviewed jobs within a day or let you know why they can’t and when it will be returned.
Just contemplating, this morning, how firm cultures are built. If you don’t help build a firm culture one will form anyway – on its own – and it might not be what you want it to be.
- "Our culture runs on coffee and gasoline, the first often tasting like the second."