Tuesday, September 3, 2013

Living the culture every day, in every interaction

By Marisa Geitner, president & C.E.O. of Heritage Christian Services

“A culture is not something you announce. It is created by an intense focus on the mindset and behaviors that bring the experience to life.” – Gregg Lederman, from his book, “Engaged! Outbehave Your Competition to Create Customers for Life.”

Many of us at Heritage Christian are reading Gregg Lederman’s book this month in preparation for our fall leadership conferences, where we hope to learn more about linking our corporate values to real behaviors – like smiling and speaking at eye level and making time to share a laugh with others.

We want to ensure that as we move forward and grow our culture isn’t just something that we talk about and our values aren’t just words used in our brochures and on our Websites. We want employees to have clear expectations for living out Christian compassion, courage, entrepreneurship, excellence, honesty and humor. And we want to recognize employees who exemplify those traits because we want those good behaviors to model the way for our entire workforce.

Our culture of excellence is what sets us apart. It is what ensures the people we support get the best care possible. And we need to make sure every employee understands what that looks like and how to carry it out. Every day, every interaction.