The LSC Culture Code 1.
Our Vision matters 2. We are here for the customer 3. Our brand defines us 4. We strive to give you the freedom and responsibility to be awesome 5. We constantly question the status quo
Before you start We are
realists and understand that our culture along with the product it produces is not for everyone! We are upfront about what we stand for and who we attract as customers and employees. We understand that some people will be uncomfortable in this working environment.
have the courage to start
with the customer. My biggest regret is the moments I let a lack of data override my intuition on what is best for the customer Andrew Mason Former CEO of Groupon in his departure email.
When you call a customer
by name, wish them a happy birthday and then remember what they drink! This simple act: 1.Gives them dignity 2.Gives them status 3.Shows you Lurv them 4.It will create a buzz.
When you excitedly enthuse a
customers achievements and downplay your own! 1.You give them dignity 2.They gain status 3.Shows you Lurv them 4.It will create a buzz.
Our Roles • Our job
is NOT the task we are doing, it IS the person we are doing it for. • Our job is to make customers come back!
The next time you are
pouring a beer for Big Al or helping Jan try on a pair of shoes. Deliver them an experience that ensures they return
I am sure you have
heard “the customer is always right!” Well in today’s world…….. The customer with a smart phone and a Facebook page is absolutely positively ALWAYS right!
The Facebook post that nearly
shut down a business. This Facebook post received over 150,000 likes and 11,000 comments, expressing similar experiences at other shop locations. It also started a wave of thousands of other similar posts on David’s Bridal’s Facebook page complaining about terrible customer service. As the company failed to respond to the complaints, it triggered a discourse encouraging other brides-to-be to shop for dresses elsewhere and encouraged a boycott of this previously popular place to shop for wedding dresses.
One last thought on our
customers “Money cannot buy the feelings you can create with a good experience” If we make the experience really big, we can charge whatever we want for it.
Why Branding? • Definition of
Branding - “the process involved in creating a unique name and image for a product in the consumers' mind, mainly through advertising campaigns with a consistent theme. Branding aims to establish a significant and differentiated presence in the market that attracts and retains loyal customers’
Debates will be won by
those that keep our guiding principal top of mind, not by job titles. We try not to pull rank.
More on Job titles! If
we had our way we would not use job titles. For clarity to external stakeholders we still have them, however internally we like to think everybody has the same title. Brand Ambassador
We find having our staff
see themselves as Brand ambassadors their day to day activities have more importance on our overall brand.
At LSC we thought that
Blue- White – Red and Yellow tees brought a sexist and elitist stigma to golf so we threw out the tradition……… and we now have Quarry Course, Brick Yard, Steelworks & Rail Yard.
At LSC we saw the
market moving in a different direction and were the first to introduce “non traditional” membership model. Believe me! This was not a popular decision at the time.
At the time Golf Australia
(golf’s governing body) whose vision is “to grow the game” were vehemently against such a membership structure. A few years on Golf Australia have implemented its own membership product which is very similar to ours.
In both of these (and
many other) cases we; 1. Listened to the customer! 2. Realised tradition was getting in the way! 3. Started a new concept 4. Implemented and kept our guiding principle top of mind
Some Things we are currently
working on 1. Bare foot golf 2. Horse race members event. 3. Take away liquor 4. Phone app trivia 5. Big Hole golf
It Does! If you find
yourself in a group or project that is not meeting these goals/values… STAND UP and be an agent for change! Help bring the group around.
Compromising on Culture is simply
NOT ON! While it may seem “reasonable” to hire for skills when the need is painfully acute. “Reasonable” is WRONG! The interest rate on bad culture debt is high and compounding.