Culture

What is culture? A textbook would tell you it is a group's norms, rituals, customs, and traditions. But how does that apply to our organization? How do I know what my organization's culture is? We talk about culture and stress it’s importance, but have you really taken the time to define your culture and understand its impact on everyday operations. 

Culture is so much more than everyone getting along and having a good time. It is important, but not the only thing. Can you imagine if your organization's culture was only about getting along and having fun? Only some things would get done. In fact, you can run a business into the ground if the sole focus is fun. After all, work can be difficult, trying, and exhausting at times. And that is usually when an organization's culture becomes apparent. When the going gets tough, how do team members respond? Is there a run-while-you-can mentality, or do the people working with you dig in their heels and stay for the long haul?

As you think about your organization and its members, consider the past 4 weeks of operations.  Ask yourself the following questions:

1)  Has anybody called out for non-emergency purposes?

2)  Were team members able to get shifts covered in an emergency?

3)  Was everyone ready to work at the start of their shift?

4)  Does everyone enjoy working for your organization? What makes you think this way?

5)    Write down the last 5 compliments customers gave you and your team. What do they have in common? 

6)    How often are you acknowledging the work of your team members?

7)    Have there been customer complaints over the past 4 weeks? If more than one, what do they have in common? How have you addressed the customer's concern?  

a.    Did you call the customer?

b.    How did you make it right with the customer?

c.     If it was a product issue, did you address it with your team and provide training reminders?

d.    If it was a personnel issue, how did you address it with your team member? How are you holding team members accountable?

8)    Are team members willing to adjust responsibilities to be more efficient?

9)    Are team members helpful to each other and back each other up? (For example, if one team member is done with the task, will they offer to help another team member?)

10)  Are team members wearing appropriate uniforms and looking professional? Are they following uniform guidelines, including earrings, beards, hair, nails, etc.?

11)  Do your team members trust you as their leader?

12)  Do your team members take pride in their work, even when it gets hard?

How you answer these questions will give your insight into your store's culture.  After all, culture is shaped by the actions and behaviors of you and your team members.   Consider what values are demonstrated through your team members' behaviors and actions. Are they the values you want to personify in your store? Or are there other values you would choose instead?

Culture. It defines who you are, what your organizational stands for, why you do what you do, and how you do it.  Define and create your culture starting today!

CREATING CULTURE

Now that you have defined your culture or what you would like it to be, where do you start?

THOUGHTS ON CULTURE

Culture encompasses your organization's values and sets the expectations for team members' behavior and operations. 

The culture in your store will determine the service and product you will serve.

Your culture is not just about your core values and mission statement. It's about how well your team members understand and embody these values. Clear communication is key to creating the culture you desire.

As a leader, you are your organization's culture coach, guiding and nurturing your shared values and behaviors among your team members. 

The Jersey Mike's Brand Manifesto is a unique and definitive roadmap developed to guide us in successfully delivering our brand promise. It is the essence of our identity and the key to your success. If you use the Manifesto to develop your culture, you are creating a culture of success. The Jersey Mike's Manifesto communicates:

WHO we are:  A company that believes that making a sub sandwich and making a difference can be one and the same.

WHAT do we do?  We make the best submarine sandwich on the planet, providing our customers with sustenance and substance.

HOW we do it:  We use high-grade ingredients, premium meats sliced on the spot, the freshest vegetables, a hot grill always ready, and delectable bread baked throughout the day.

WHY we do what we do:

To give and make a difference in someone's life one sub sandwich at a time.

ACTION STEPS

Review the Manifesto video. Look up the etymology, definition, be ready to provide an example of how this word comes alive in your store.

Check out the Manifesto Team Huddle Activity. Doing it with your team members will give you food for thought (hopefully a sub!) and ignite a fresh spark. 

We know WHY we do what we do. So we ask, "Why do you work at Jersey Mike's?"

Be a Sub Above. ALWAYS.