that it is time to change . That is a mistake , because the first thing employees do when they hear the word change is to get concerned and resist , even though what is being proposed might have many positive outcomes .
Let ’ s face it , if we do not understand something we tend to fear it , and culture is not one of those things that a lot of professionals , staff , or people in general understand . They have heard of it , but never really connected it to their daily routines and how they take care of their customers , even though they live it every day .
My first advice when approaching any change in a culture is to refrain from making such a big deal about it and calling it a change ( at least until a time when you have worked on the various mechanisms that impact your staff ’ s mindset today ). With this in mind , consider hacking when it comes to evolving your culture . Hacking by definition is associated with perceived or real change . However it is often without the enduser noticing – at least not initially . This is the core of our approach to changing people ’ s mindsets ; be subtle and exact – an approach that successful hackers employ .
A hacker seeks and exploits the weakness in a system . As culture hackers , we look to identify the weaknesses in the mechanisms that have the biggest influence on how someone feels about what they do and who they do it for professionally . The mechanisms we seek to exploit and evolve are easily recognizable , but for some reason they still get ignored , which is why so many people see culture as hard to change .
The mechanisms we focus on in culture hacking include : selection , on-boarding , training , recognition , engagement , communication , and leadership . You will recognize all of these elements , but how are you leveraging them to elevate the performance of your associates and the satisfaction of your guests ? In today ’ s world , we all need to be culture hackers , ensuring that each of these mechanisms are formalized , aligned , understood , and energized .
Begin by formalizing what is most important to your organization and then socializing and immersing your staff in those values throughout your property . Values guide the how ; they define how you select , recognize , communicate , give feedback , and lead . Beginning with your values in mind and making them the foundation of how you operate is critical to engaging your people and ultimately wowing your guests . Once your foundation is in place , move through the main cultural mechanisms listed above systematically updating and upgrading anything that is not aligned with your values . Remember that not everything can or needs to happen at once . By having a foundation in your values , a plan based on the various cultural mechanisms to review , and by avoiding an announcement to everyone that you are changing your culture , you will begin on your culture hacking journey .
Culture must be your focus in 2016 , as this is the way to happier associates and guests . It also must be the focus of every executive and manager in hospitality . Good luck , and good hacking !
About the author As President & Founder of SGEi , Shane collaborates with client ’ s c-level executives to craft customer experience and employee engagement strategies to support brand promises . He leads SGEi ’ s team of operations , human resource , and training professionals : together , they inspire brands to deliver exceptional internal and external experiences that create brand advocates and loyal customers . Prior to founding SGEi , Shane consulted for The Ritz-Carlton , where his foundation for understanding customer and employee dynamics was fostered . Since then his work with many of the finest hotels in the world , and well-known brands like BMW , NetJets , the NBA , Le Frak , Cisco Systems , and Christy ’ s , has established him as one of the most sought-after speakers and insiders on customer experience and employee engagement . Shane ’ s multicultural background has created an ambiance of diversity and global thinking at SGEi . He received his BS of Commerce in Marketing and Business Psychology from Canterbury University in New Zealand .
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