Does Your Brand Reflect Your Business Values? Take a Close Look in the Mirror.

Speaker: Valarie Willis with Tom Peters Company

Does Your Brand Reflect Your Business Values? Take a Close Look in the Mirror.
Speaker: Valarie Willis with Tom Peters Company

Ms. Valarie Willis opened the session with:
What you say you will do and not making it happen displays delivery problems on your company’s brand thus leading to lack of loyalty and cash flow problems.

The main topic of discussion during this session covered how you operate your business and that what happens internally reflects your company’s brand.

When core values are in alignment with the organization values, it runs better. It was reassuring to hear this because, during a speaking engagement for restaurant owners, I pointed out that one way to see changes in customer service is to articulate what the company values are so that they become part of the restaurant culture. I explained how Values, Morals, and Ethics cannot be forced. So it was great to hear Valarie Willis describe how easy it is to train process and tools, but you can’t teach people to care.

This also reminded of me of an experience I had at a restaurant recently where the restaurant was packed with people (demand) with only one cook. (I found out the owner was cutting down on expenses due to the slow economy). The server informed us one time that our order was coming and then promptly disappeared for the 45 minutes it took to get the food to our table. He knew the kitchen was backed up and he had already accepted that he couldn’t change anything. He became desensitized to his environment.

What do you do when there is an influx of work/demand and your team has no motivation to work faster? If you have any thoughts on this, please leave a comment below.

Ms. Willis summed up the session with: When hiring talent, make sure the candidates you are interviewing match the values of your organization.

There was an interesting point made about Judgment Decisions on How to Serve, but I missed it! So if anyone remembers what it was about, please leave a comment!