One thing I have realized about helping small businesses is that the successful ones all have something in common: a culture that permeated through everything they do. Branding isn’t something someone else does for you – slapping lipstick on a pig doesn’t work. Found a great quote this past week that addressed this issue:
“Companies are not people. But they are comprised of people. And the people side of the business is harder and way more complicated than building a product is. You have to start with culture, values, and a commitment to creating a fantastic workplace. You can’t fake these things. They have to come from the top. They are not bullshit. They are everything. There will be things that happen in the course of building a business that will challenge the belief in the leadership and the future of the company. If everyone is a mercenary and there is no shared culture and values, the team will blow apart. But if there is a meaningful culture that the entire team buys into, the team will stick together, double down, and get through those challenging situations.” – Fred Wilson
Processes can help maintain culture and can become an essential part of how a business engages with customers from start to finish. The great thing about process is that it evens out many of the differences that come in training and personality among different employees. It also provides the tools to effectively manage.