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Customer service Engagement Marketing

Organizational Culture: What Matters (Part 1)

I just finished reading the July issue of Presentations magazine and its feature¬†an article on workplace etiquette … very timely given the recent “flip-flop flap” at the White House.

This post isn’t meant to bemoan a lack of manners in general or get into any fashion dispute. I just want to reinforce the importance of common courtesy and respect for others in the workplace.

Respect is a fundamental element of internal marketing. It includes treating people cordially, with civility and sincerity – not the drone scripted recitation of “Thank you for doing business with us … have a nice day” that you hear from some service providers.

But for many employees who truly care about their customers, sometimes the issue of professional courtesy can be a stretch. It’s hard to show respect for customers when workers don’t feel respected in their own organizations.

How employees (and customers, in turn) are treated is a reflection of corporate culture. What’s it like in your workplace?

More on this in my next post, including how to assess your organization’s culture …

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