by Nanci Sherman, Featured Contributor
MY PROFESSIONAL objective is to transform what business looks like and feels like through an emphasis on culture. I define a business culture as great when the owner’s highest vision is present in every single interaction and guest touch point. Companies that undertake a “cultural reboot,” create a business people “love” and where employees joyfully step up their greatness.
I see the responsibility of leadership not only to increase profits but to be able to do so while serving all stakeholders (employees, customers, community, owners) in a way that has them create distinction in the market place, attract and retain the best talent, and capture guest loyalty and move market share from competitors. Shoot for “spellbound” rather than bench marking.
Culture is not training. It guides the actions, behavior, and thinking in a way training can’t get at. Every company (family unit) has a culture. You either craft the culture you want or succumb to a default culture.
My background is in “extreme service standards.” I have led some of the most well known hotels in the United States to number one in their competitive set through my inspired teams. There is a purpose to each business greater than the product or service offered. In that lies the key to where to begin.
Culture rocks, literally, the foundation on which you stand and deliver.