Who’s on your team?

If your company’s culture does not fully support the mission of delivering exceptional customer experiences, you are unlikely to succeed. For better or for worse, culture is not set by management via some magical, omnipotent edict – instead, every person at the company helps shape it with their everyday behavior.

Of course, you need a team of people who are able to do their jobs – but what if they aren’t on board with your culture of obsessive CX focus?

Here’s one way to think about who’s on your team:

Who's on your team?

Regardless of your company’s culture and goals, we can assume the following:

  • A is a goner.
  • D is a keeper.

What about B and C?

If you see cultural alignment as a bunch of airy-fairy-kumbaya BS, you keep skilled C and send feel-good B on his way. I admit, it has a certain logical appeal. Why turn away a high performer just because he doesn’t see things your way? Why keep someone who believes in your vision, but isn’t very good at his job?

Warning: Logical appeal can lead you astray. Let’s dig deeper:

C gets results but, because he’s not aligned with the culture you’re creating, those results are unlikely to get where you want to go. In fact, they are likely to impair your progress. C is also dangerous because he is highly capable of rallying troops from within your company around his vision, his culture. Without a doubt, conflicting, competing allegiances can undermine your company’s success.

Meanwhile, B believes in the company and what it stands for. He is on board with your initiatives and motivated to do what it takes to contribute. Resist the urge to see only his spot on the bottom half of the chart. Instead, assume that he’s in the wrong job. Figure out what he’s good at and set him off in that direction. If you give him a chance (or three), he may end up being one of your D guys.

Who’s on your team?

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