Building and Sustaining

a Winning Culture

“Simplicity is the ultimate sophistication” Leonardo da Vinci

Organizational Culture…

• The values and behaviors that contribute to the unique social and psychological environment of an organization.

Who are your “customers” for Summer Camp?

The level of highly satisfied and engaged

EMPLOYEES in your business.

The number one factor in increasing the level of highly satisfied and engaged

CUSTOMERS in your business is…

What do engaged employees look like?

1. They give more discretionary effort.2. They consistently exceed expectations.3. They take more responsibility and initiative.4. They receive better customer service ratings.5. They offer more ideas for improvement.6. They promote and model teamwork.7. They volunteer more for extra assignments.8. They anticipate and adapt better to change.9. They persist at difficult work over time.10. They speak well of the organization.

Key attributes of winning cultures

• High aspirations and a desire to win

• Extreme customer focus

• A “think like owners” attitude

• Bias to action

• Individuals who team

• Passion and energy

Bain & Company 5

From the Employee’s Perspective:

Positive Culture

Fun

Family

Friends

Fair

FreedomPride

Praise

Meaning

Results

5

Focus me

Know me

Care about me

Hear me

Help me feel proud

Equip me

Help me see my value

Help me grow

What do employees want? S B A

Business Side• Integrity• Professionalism• Accountability• Execution• Urgency• Customer Focus• Ownership Mentality

Who do you want on your team?

• D• M• C• C• M• D

irection – vivid, clear, inspiring --- shared

easurements – specific, observable, focused

ompetence – very good at what they do

ommunication – open, honest, courageous

utual Accountability – all team members

iscipline – do this every day

Accountability

• 100% Clarity

• Agreement

• Tracking

• Coaching

• Reward / Punishment

Clear Direction

No

Yes

Explain the Task

Agreement

Gain Agreement

Skills

Yes

No

Training

Resources

Yes

No

Get them theResources

Authority

Yes

No

Empower Them

Motivated

Yes

No

Coach Them

PerformanceImprovement

Yes

No

Clarity

The Four Pieces of Paper…

Agreement

Drone Scapegoat

OwnershipMentality

LooseCannon

HIGH

LOW

LOW HIGH

Auth

ority

Accountability

Empowerment

Keep a Compelling Scoreboard• It has to be simple• It has to be visible to the team• The has to show all key metrics

• It has to tell you immediately if you are winning or losing!!

Tracking

MPS Margin Per Sale

Talent

Customer Service

Customer Retention

Create a “Dashboard” of all key measures

Workshop

What are some of the things you can measure?

Coaching

Situational Leadership

Teacher Coach

Director Cheerleader

FLEX

LOW

LOW

HIGH

HIGH

Moti

vatio

n

Skill

Motivation = Motive for Action

Motivation Styles• Intrinsic vs. Extrinsic• Toward vs. Away-From• Public vs. Private• Award vs. Praise• Constant vs. Special

Ask – Watch – Listen!!!

Workshop• Outline the core elements of the kind of

culture you want at your camp.

• What, specifically will YOU need to do to create that sort of culture?