We see the words on your wall. Do they feel it? Can I FEEL the culture you claim l when I interact with your business? Can your employees?
Last weekend, I did a little self care Saturday. ??♀???and the people at the hair salon suggested a pop over to Tono Pizzeria + Cheesesteaks just two doors down.
After two decades of recruiting, describing company culture, experiencing it, and reflecting on the times when the words on the wall matched and when they didn’t..I’m often looking for evidence that what a company says is what I (as a consumer) experience when interact with them.
These words make powerful claims for employees and customers alike.
Tono did not disappoint!
?? Unreasonable hospitality - I was immediately greeted with a smile hello and help making my menu selection as a first time customer.
?? Unrelenting harmony - I happen to be there during a time when new employees were coming in for their shift. Every time a an employee walked in the door they were greeted by name, with a smile, and a “good to see you.†The team behind the counter seemed to intuitively be working together to get the food ordered, prepped, and served with a smile. Everyone playing their part without anyone appearing to be “in chargeâ€, just harmony.
??Unstoppable effort - their was a new employee being trained on how to prepare a specific menu item with someone standing next to them providing assistance. He made a mistake and the person assisting said “no one gets this one right the first time†and the new employee said, “I’ll get it the second time this is the one with the peppers…got it! Next time someone orders this sandwich, let me make it, would ya.†They both laughed and the person helping them said “everytime, until you get it without looking.â€
The words on the wall perfectly matched what I experienced as a customer. It seemed also the promise of these words were not only felt but also fueling the team.
?? ?? ?? I don’t know who owns brand or employee experience at this organization, but I’ll tell you what… From a customer’s point of view, they got it right.
What would unrelenting harmony feel like in your business?
How could you hire for harmony?
Recruiting is a mix of assessing skills and “culture fit†when your culture is an evident experience and not just words on the wall that change with the tides, recommending and recruiting for your company is so much easier.
I know I’ll be back at Tono’s after last weekend’s experience. There’s 8 more locations for me to check out and I got a Philly so absolutely must try the ??
I’m always looking for new companies to shop with. Bonus if they are locally owned or a small business!
Where have you experienced a small encounter with a company that left you thinking “They’re exactly who they say they are. I’ll be back and can’t wait to tell my friends!â€
