Culture Eats Strategy for Breakfast

Last week I attended Director’s Training for BNI in Charlotte, North Carolina. BNI, short for “Business Network International”, is the largest referral networking organization in the world. There are thousands of chapters around the world where business owners meet once a week to help each other grow their business by referral. I belong to BNI 1st Advantage in San Rafael and I went to training in North Carolina to become a Director Consultant, a person who helps other chapters operate more effectively.

I was fortunate enough to have some of the lessons taught by the founder and Chief Visionary Officer of BNI, Dr. Ivan Misner. Dr. Misner was such a dynamic speaker and I learned a lot from him. What I learned were pieces of information I not only could take back to BNI, but that I could take back to my own business, as well.

While I have pages of detailed notes of Dr. Misner’s words of wisdom, one of my favorite quotes is one that Dr. Misner opened his first talk with: “culture eats strategy for breakfast.”

As I was flying back to California, I jotted down some notes as to how our business culture at Access Answering Service supports our strategy and accelerates the speed at which we reach our goals.

Here Are 5 Elements of Access Answering’s Culture:

Communication
This may sound like a no brainer in a live telephone answering service, but we believe that effective communication is imperative in the success of a business. We are proud that our clients will always reach a live answer when they call us 24 hours a day and that we have not 1, but 2 managers who can help them if they have problems at any time of the day.

Furthermore, we are helping them to stay more connected and to communicate more effectively with their clients, as well. Our clients have the unique ability to communicate effectively with their clients by allowing us answer their telephones while they focus on other things that matter, like their business or family members. Last, we have effective communication with each other. For a team to operate effectively and for us to reach our goals, it is important for everyone to be on the same page. We do this by checking in with each other on a daily basis.

Last, we have effective communication with each other. For a team to operate effectively and for us to reach our goals, it is important for everyone to be on the same page. We do this by checking in with each other on a daily basis.

Professionalism:
Sara, our office manager, tells new employees to:

“Always answer the telephone like you’re wearing a business suit, even when you’re not.”

Ensuring a high level of professionalism with every telephone call does not stop with how you sound on the telephone; it is a culture that is created in the environment and everything in it.

Positive Energy
A motto that I live by is, “positive energy moves you forward, negative energy moves you backwards.” There is nothing like looking forward to coming to work every single day and it is important that our employees feel that way.

We recently made changes to our business, such as painting our walls and upgrading our equipment that makes our employees’ lives easier, which have helped to create a more positive work environment for our team.

Teamwork
You may have noticed by now that I use the word “team” a lot when referring to our employees. It is our firm belief that the success of Access is a team effort and we work together to provide superb service to our clients.

Lifeline
Last, but not least, lifeline is the word we hold dear.

At Access, we understand that we serve as a lifeline to all of our clients. Their businesses continue to run even when the owners are home with their families. We answer the telephones so that they don’t lose the revenue that will be forgone due to missed calls.

We serve as a lifeline so our clients can live a sensational life.

2016-02-24T08:00:25-07:00 February 24th, 2016|

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