Business Goals and the Employee

Culture is a term that many business persons like to discuss and potential employees also like to ask in their first interview, What is the culture of this company?

Culture is a repetition of visible behaviors based on a basic business stance.  In the case of a culture of service the basic business stance is that of respect and appreciation for what drives the business.  Two basic human elements drive the essence of business, the customer and the employee.

The employee has a basic obligation to represent the employer in business transactions.  If you are that employee, you want to distinguish yourself from other employees so that when the next person to be promoted is called, that will be you.  To do this you need to identify with the goals and objectives of your business.  Your goal should be to make sure that the business purposes of your company are served by your actions.  This means that everything you do on the job should help make your employer the business of choice for the customer.  Choose always to represent the interests of your employer.

To do this it may be helpful to think of the role of a diplomat of government.  The diplomat realizes that she serves the interests of the government and takes great care to align what she says and does to reflect appropriately on the government sponsor.  This may mean exercising greater patience that she might in personal relationships.  The diplomat is always aware that the rules are different in diplomatic circles than at home and strives to learn what these rules are so as to be able to thrive in diplomatic circles.

As an employee you need to be aware of what the customer expects.  The customer is self interested.  The customer wants something.  The customer believes that an exchange of money should result in value.  Thus just as the diplomat, you need to learn the rules of customer engagement.  

When we realize the rules are different when we are at work, the better we understand that the principles of good customer service should guide our actions on the job.  Watch this blog for interesting tips on your participation in a culture of service.