Developing Culture Not Rules

Last week I visited my university’s library, where I spend most of my time while at campus. Before entering into library, students have to submit their bags in a bag room at library’s entrance and get a receipt (token) for their bag.

Let’s get to the point, this time before leaving the library with my friend we got in the bags room, to take her bag back. There was no officer in the room as one used to be and she just carried her bag without returning any token. I asked, don’t we have token system now? She replied, “Nope, our university administration is now working on developing culture instead of rules.”

I like that approach. Changing the focus from whether the students should be trained to follow the rules, developing university culture is 1000 times better.

Same things applies in business places too. Henry Stewart, who is founder and CEO of Happy Ltd, writes in his new book Happy Manifesto, “In many organizations response to something wrong is to create a new rule. Over the time they end up with more rules than anybody can possibly remember, many of which are no longer relevant. We at Happy, talk about having system (culture) rather than rules.”

His company was being rated the best company in UK for customer service (by Management Today) and the 2nd best place to work in the country (Financial Times).

Culture is about everything you do. Do you people try to develop a friendly culture in your organization? What are the benefits of not having rules but culture? Let’s talk more in comments.

Enjoy Being Friend Of Your Customers

Business people have always been trying to judge the true value of their customers. Because they are the people their business is all about.

I believe now is the time to take next step. Watching customer’s profile picture is not enough  we need to go & comment on the photo (when he was returning from Paris). We need to share the happiness together. Got it?

Our friends are the people we care about. We keep their contact details, so we can get in touch even when Facebook is down. We try to make them feel special because we know their value.

And we know very well when our friends are not happy with us, even they did not tell any body. But we automatically learn this. Same applies in business, we always need to improve things even when customers friends do not complain.

Think about these really important questions to be friend with them:

  • Do you know them?
  • Do you know what they want?
  • Do they know you?
  • Do they know they are valuable for you?

I feel I’ve not summarized it well enough, but one thing is for sure we all love to be customer friend of a good guy / company.

What do you say friend?