A little about me today...I'm a life coach and therapist with a BA in Politics and a passion for democracy and social justice. It's been a long journey but somehow I find myself today with an interest in the small business community.
Perhaps this love affair won't last with greater familiarity but what I see is that owning your own business is a unique opportunity to step forward as a leader with a specific vision. It's a chance to express that vision both in who you are in the day to day challenges and in the environment you create for yourself and every person who works for you, supplies you and buys from you.
A business reflects it's owner. It is his or her statement of values to the community. The statement is made in the efficiency, the generosity, the caring expressed through this business. I believe the standards of our community are enhanced by the kinds of businesses we create here. Is the service attentive? Do the employees feel included in decisions about products? Are they allowed to share their best talents in the work they do? Do customers feel they have a relationship with this business or is a sale simply a transaction? Do your customers want to return because they know they are welcome and valued?
And, if you are an owner, does your business reward you, excited you, challenge you? When you come to work, are you in your creative flow-manifesting things that are important to you?
It seems to me that the more "yes" answers an owner has to the questions above, the more powerful, effective and satisfied he/she will feel about their ability to manifest a dream. And, if each of us has a leadership role to fulfill, a business is an amazing experience of your own ability to lead!
With courage for change,
Marilyn Fahrner
Sunday, November 8, 2009
Thursday, November 5, 2009
What is the culture of service?
I've been thinking a lot about the "culture" within a business or organization. In a way it's like the personality of a human being, expressed in pretty much all they do. So, what is the substance of an enterprise's culture? How does it originate and what maintains it?
The theory I'm playing with is that culture is established in various ways. In an autocratic setting, the owner's values, habits and agenda are reflected in each level of the business. The managers, the employees, the suppliers and the customers all experience this leadership from the top down, transmitted throughout the organization. This is a strong, controlling leadership model and you would probably agree, it's outdated. So what else? No matter who or how the culture is developed, every organization has one...even if it's a culture of neglect.
Today, intellectually at least, I think we are more enamoured of a democratic style where each person has a voice and a contribution to make and somehow the business makes room for their meaningful participation. This is a pretty challenging shift but I ask you, could it be worthwhile? If our goal is to improve service not just as a trick to get customers to come back to your business but organically and consistently, then the business must be staffed by "grown-ups". These are people who are proud of what they do. They come to work each day do their best to use their abilities, respond to the needs of the business and take some ownership of the outcome.
So, dear reader, what's possible? Do you see potential in a democratic styled business structure? How do we get there from here??
Best to you,
Marilyn Fahrner, MFT,CPCC
The theory I'm playing with is that culture is established in various ways. In an autocratic setting, the owner's values, habits and agenda are reflected in each level of the business. The managers, the employees, the suppliers and the customers all experience this leadership from the top down, transmitted throughout the organization. This is a strong, controlling leadership model and you would probably agree, it's outdated. So what else? No matter who or how the culture is developed, every organization has one...even if it's a culture of neglect.
Today, intellectually at least, I think we are more enamoured of a democratic style where each person has a voice and a contribution to make and somehow the business makes room for their meaningful participation. This is a pretty challenging shift but I ask you, could it be worthwhile? If our goal is to improve service not just as a trick to get customers to come back to your business but organically and consistently, then the business must be staffed by "grown-ups". These are people who are proud of what they do. They come to work each day do their best to use their abilities, respond to the needs of the business and take some ownership of the outcome.
So, dear reader, what's possible? Do you see potential in a democratic styled business structure? How do we get there from here??
Best to you,
Marilyn Fahrner, MFT,CPCC
Subscribe to:
Posts (Atom)
