“If you know your roots, you don't lose your way.”

A video version of this post can be found here.

Yesterday, a former First Republic colleague, now at Chase, texted me a picture of the heritage book I wrote a few years ago at the Bank. He said, “Last one left in a mailroom :(”

It made me think about one of our Founder’s quotes: “If you know your roots, you don't lose your way.”

Two weeks ago, I got locked out of my accounts online and had to call an 800 number (which we’d never had before), and after 30 minutes each with two reps who couldn't verify my identity, I asked for someone from First Republic.

Instantly, the generic hold music switched to a heartfelt client testimonial. The gentleman who answered verified my info quickly and unlocked the accounts for transfer. When we finished, he told me, “I actually started at Chase, but they moved me over to First Republic for training. I love it here. I've been having so much fun. I’m so sad it's ending.”

First Republic clients loved their bank because First Republic colleagues loved being there and being of service and being empowered to do the right thing and – as cheesy as it sounds – surprise and delight. That was a real program. At a bank.

That strong culture retained and attracted great talent because it gave people meaning at work.

The good news is a strong, meaningful culture can be cultivated.

It starts at the top; it requires relentless focus; and, very importantly, it is propelled by the people directly surrounding the leaders. Executive assistants, in particular, have a uniquely broad reach that is often underestimated.

The vision and the stories that make us unique are the roots that help us thrive, even in new soil.

It’s important to keep your origin story alive. Let it inspire you and your team and your stakeholders.

“If you know your roots, you don't lose your way.”

At Red Fox Run, we specialize in strategic narratives and executive team optimization. Connect with me to learn more!