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."
  • Edward Abbey

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