Anyone can have great culture when things are going well. Real culture shows up the day something breaks. When you mess up, watch what your people do. Do they hide it, or do they make it right? A team that's empowered to ask "what's fair here?" without checking with a manager, that's a healthy culture. A team covering their tracks isn't.
@officialchadpetermanTranscript
Culture is easy to see when things are going right. When it's truly tested is when things go wrong. Are your frontline people empowered to make situations right when things don't go as planned? Are they covering up mistakes? Are they trying to cut corners? All of these things are signs that your culture is not healthy. When technicians, when people in the call center, wherever it may be, when they're empowered to make situations right, when they're empowered to look at a situation and say what is fair in this situation? Did we make a mistake? Do we need to correct it? Whatever it may be, all of those things have to be rock solid. When we screw something up and I see the technician went out of their way to make it right or we talk through a situation and understand, oh, we were at fault. We need to make this right for the customer. Those are the times when I am most proud of the culture that we have built here at Peter McBrothers.
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