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 This is a strong, controlling leadership model and you would probably agree, it's outdated.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