Creating Service Cultures that Keep on Giving - Part 3

High-quality products and services ensure your financial success at the lowest cost possible. This core principle empowers everyone involved to earn more money, value, and respect. This is the leadership's primary responsibility. Many take what seems to be the easier path but in the end, the countless band-aids are never enough to cover the wounds created by inferior products. The best people and processes in the world can only put lipstick on a bad product for so long.

We unexpectedly ran across a company that demonstrated this strategy the best. They didn't need the shackles of fancy incentives and slippery expensive marketing (messaging) programs meant to fool people. They did not need boxes of lipstick and training to cover up a poor product. The employees simply had the freedom to show off a great product while respecting their customers in the process. In return, their customers felt valued and made relationship commitments for life. It can be that easy.

It was clear to us this executive team refused to scapegoat and blame downstream teams for the lack of their own execution in making a top-tier product. They simply worked harder and smarter for their employees, customers, and investors. Greed and fear-based strategies did NOT align with their core values of respecting everyone in the process.

I wish I could work for this organization...what an experience it must be. Sure, not perfect but what an honor it would be. Caymus Vineyards, thank you for the experience. Your product and culture continue to be the foundation that shines through to your employees. Thank you for leading the right way, and respecting (valuing) your employees and customers enough not to present a product that is NOT less than what you would want to purchase yourself.

For those of you who are now thinking that making consistently top-tier wine at all price points is easier than what you do, then I suspect you don't know much about the industry. If you would like some help assessing your own products and services, we can help.

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Other related articles:

Creating Service Cultures that Keep on Giving - Part 1

Creating Service Cultures that Keep on Giving - Part 2

Creating the Right Team

Leading People The Right Way

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