The Tom Peters blog had the top ten quotes from Mr. Peters at a recent event in London. One particularly caught my attention:
Brand inside is more important than brand outside for sustained success.
What you do inside your organization when the patient is present is much more important than the advertising you use to get those patients in the door. So true.
I have been fortunate (really!) to see the inside of many hospitals. In the great ones I could feel the culture when walking through the front door. Building that culture can be complicated. Signal vs. Noise provides some simple advice:
You don’t create a culture. Culture happens. It’s the by-product of consistent behavior. If you encourage people to share, and you give them the freedom to share, then sharing will be built into your culture. If you reward trust then trust will be built into your culture.
Artificial cultures are instant. They’re big bangs made of mission statements, declarations, and rules. They are obvious, ugly, and plastic. Artificial culture is paint.
Real cultures are built over time. They’re the result of action, reaction, and truth. They are nuanced, beautiful, and authentic. Real culture is patina.
Don’t think about how to create a culture, just do the right things for you, your customers, and your team and it’ll happen.
Instead of building culture, maybe it is Happening Culture. If you’re trying to build a great culture, you are already on the wrong path. Let it happen by doing the right thing. Always. For employees and patients and providers.