The Culture Squeeze
It seems that lately my conversations and meetings at work have focused on culture more so than normal. I have always been intrigued by the idea of a corporate culture and so I spend a great deal of time reading and studying about other company’s cultures. Because of one of my conversations on culture I was connected to and given the opportunity to talk with a Chick-fil-a owner/operator. Our conversation focused on how culture is created, implemented and replicated throughout an organization.
In speaking with Rob, the owner/operator, he told me that the creation of their culture comes from two directions. The combination of these two directions is what I have dubbed, “The Culture Squeeze.”
First, it comes from the top of the totem pole. There is a definite focus and leadership from the top of the organization on expectations, focus and values. Because there are clear definitions of goals and focuses it makes for less confusion at the frontline — where our culture is often lived out. Rob told me that all of his employees could articulate the values of the organization, but more importantly could be observed living out their value of people, their focus on cleanliness and the focus on quality food delivered fast.
The second direction of the culture comes from the bottom of that totem pole, and it starts at the hiring process. Chick-fil-a is focused on hiring the right people. Rob told me that he knows almost from the moment he meets someone whether or not they have what it takes to be a Chick-fil-a employee.
I asked him what they look for in a potential employee. He said they want eye contact, a smiling face and an engaging personality. He also said they can tell, during the interview process, if the potential employee is going to be a lifelong learner — which is something they want in their employees. Ultimately, Chick-fil-a hires people with the right attitude and knows they can teach them the day-to-day operational parts of their jobs later.
And that is what “The Culture Squeeze” is all about. A two-directional concentration of top-down leadership that focuses on core principles, and a bottom-up philosophy on hiring the right frontline staff willing to deliver a great experience to customers.
What does the “The Culture Squeeze” look like at your camp? Does the top down focus match up well with the individuals you are hiring on the frontline?
