Throughout my career I’ve witnessed many departments and organisations where fear rules.
Employees constantly looking over their shoulder for the fear that the boss is watching. The freedom to inspire and delight customers impacted by ridiculous internal processes; dotting the I’s and crossing the T’s so that the boss will be happy. Zero signs of motivation, encouragement or inspiration from the higher ranks. Does anyone enjoy working in an environment like this?
What if the company mission and culture was simply to deliver outstanding service? To make customers smile every day. Would the iron fist ruling slowly vanish because customers are placing more orders?
It strikes me too much emphasis today is placed on ticking boxes, on internal controls and politics, on pleasing the boss. What if we focussed our efforts on delighting the customer? Empowered our teams to make the right decision for the customer, not for the rule book?
I think it’s worth a shot.