“How you do anything is how you do everything.”
That’s one of our co-founder’s, Collin Caneva, favorite quotes to say around the office and he’s right.
Most often, the only “qualified” people to tell you who your company is or how it’s seen are your customers.
“We looked back and asked what made us successful as a business,” he noted. “We wanted to live by these values and use them in our company’s day-to-day conversations.”
-Grant Goodale, CEO – Convoy
Those who actually use your service or product are well qualified to tell you who you are.
Now, the value of your employees on the every day are unparalleled. From processes to customer service, quality control, development, production and more – it’s about the people you employ.
In this article about how Convoy CEO, Grant Goodale, created their cultural core values from a conversation with Jeff Bezos (CEO, Amazon) and from his experience working at Amazon, we can learn a lot about why focusing on what our customers tell us can also tell us about the values we hold dear.
Because leaders, teams and employee’s sometimes rush to fix the problem they end up focusing on the solution first. What if the problem comes back up again? How do we resolve the problem long-term is always more efficient and productive than a “band-aid” solution.
What Goodale ultimately learned is that because his team at Amazon valued focusing on understanding the problems of their customers, his team began to value the problems their customers were having.
That’s right, they appreciated the problems (instead of being upset or negative) of their customers.
This led Goodale to create one of his core values as “falling in love with the problem you’re working on, not the solution you came up with”.
What is feedback telling you about your core values?
Are you spending time listening to the feedback both your clients/customers/patients are giving you and are you actually paying attention to their problems?
We’d love to hear about stories or examples you’ve got of where customers have helped shaped the culture at your workplace.