Your “business culture” is the way you live your life at work, says Rosemary Smyth, founder of Rosemary Smyth and Associates in Victoria.
That culture is created by the values you and your team hold and how you express them to each other and to your clients. Establishing this culture not only leads to a more harmonious workplace; it also enhances your client relationships and can help you find more suitable new clients.
Here are the four steps in establishing your business culture:
1. Choose your values
Decide on the ideals you and your team members feel are important. Stick with four or five items — any more can be too much to put into practice, Smyth says.
Examples of values you might consider are trust, integrity, responsibility, respect, collaboration and compassion.
2. Create value statements
Define the values you claim, so everyone understands them, Smyth says. Put those definitions in writing.
So, if you and your team have decided that “respect” is a key element of your practice, how will you incorporate that value?
Your statement might read, “We respect that team members and clients have the right to express their opinions and have those beliefs acknowledged.”
3. Take note of how you apply your values
Your business culture must be experienced. So, ask yourself how team members and clients see those values in action. What are examples of how you demonstrate your beliefs to the individuals who support your practice?
For example, let’s say you believe “accountability” is important. List the ways in which you hold yourself accountable. When it comes to clients, these could include returning calls in a timely manner and making sure you allot 15 minutes for questions during meetings. Regarding team members, you might show your accountability by having an “open door” policy and allowing them to review your performance as a leader.
Keep in mind, however, these values are not restricted to those values you are already demonstrating.
Says Smyth: “It’s about closing the gaps and saying those are the things you’re going to be working on as a team.”
Brainstorm the ways in which you can further demonstrate your promise of accountability, such as providing written meeting summaries to clients so they will have a record of how you plan on helping them.
4. Look for clients who share in your culture
When you’re defining your ideal client, incorporate your values into the characteristics you would like to see in that person.
If you’re determined to show respect and integrity to your clients, you naturally will want them to return that courtesy, to keep your relationship in sync.
So, if you work hard to provide a collaborative environment in which clients are encouraged to express their concerns and ask questions, you will find it difficult to work with someone who contradicts everything you say without providing a proper explanation.