CCB #9
I've always been fascinated by companies that thrive, companies that inspire extraordinary responses from their people, companies that foster, not only creativity, but true commitment from employees, suppliers and community. What is it about these companies that inspire and motivate individuals to go above and beyond, take the extra step, and use their discretionary effort to improve things for the whole enterprise?

A Note from JoAnna

I've always been fascinated by companies that thrive, companies that inspire extraordinary responses from their people, companies that foster, not only creativity, but true commitment from employees, suppliers and community. What is it about these companies that inspire and motivate individuals to go above and beyond, take the extra step, and use their discretionary effort to improve things for the whole enterprise?

I think I know. It's the company's values. Values are the bedrock of corporate culture. Values are the principles, standards and actions that people in an organization represent, which they consider inherently worthwhile and of the utmost importance. Values guide decision making.

Values give you the ability to transcend time and trends. Values give you the ability to sustain an organization even if your vision or mission needs to change to more adequately reflect the changes in the needs of your core customers. 

I was delighted when I was introduced to the values (20 of them!) that are the basis of PSS' successes. But it is not only the fact that values exist in the organization that makes it successful, it is that Pat Kelly continues to make sure that people understand the values and how they are lived in the culture. Pat is the consummate storyteller. As are many leaders. 

Stories pass on the culture better than any other form of teaching. That's because people can relate to stories. When we hear a story we are able to create a picture in our minds. We are able to connect an abstract concept ("We have integrity") to the behaviors that indicate the way we live it. ("I remember a time when a customer overpaid us by $9.32. We refunded thedifference promptly, even though we know that it costs us $35 to process that refund. After all, it's the right thing to do.")

Pat is fond of reminding people how the values are lived in the organization. It provides a blueprint for behavior and removes the need for "rules" that both customers and employees could perceive as being inflexible.When a company runs on its values, it gives the people that work there lots of space to move around, make mistakes, make breakthroughs and learn a lot. When a company runs on rules, it constricts people and makes them less creative and less apt to innovate.What fuels your company? Values or rules? What kind of stories do you tell?

Enjoy our story of how Pat Kelly and his team use values to sustain fast, fast growth. Then scroll down to read our "Main Story"

JoAnna

Live Your Values . . . Enjoy Your Growth

Can You Relate to THIS?

Recently, I was invited to present a workshop for the INC. Magazine Customer Service Institute. I was scheduled to make my presentation at the corporate headquarters of PSS/World Medical. In doing my usual preparation, I did some research to learn about this company. And boy, was I impressed!

PSS is a shining example of what can result from doing a lot of things right. One of those is to build your organization by having clearly expressed and behaviorally communicated values that guide the decisions of the people in a business. In other words, you DO what you SAY!

In his book Faster<