Last week I had the opportunity to work with Joe Mathews, Franchise Performance Group and a leading franchise system. One of the topics of the day was evaluating the current corporate culture and steps needed to create an “achievement culture”.
Joe says: “Whatever the culture is, whatever the organization values, will ultimately determine the overall behavior and therefore effectiveness of the organization. The culture of the organization can be best described by how the corporate executives and the franchisees answer the following questions”:
- Would franchisees say the value of the tools and support they receive is greater than or equal to the royalty dollars invested?
- Do franchisees, employees, and leadership of the franchisor trust each other and work towards crafting mutually profitable campaigns, offers, and solutions?
- Do franchisees feel they are heard AND understood?
- Does information routinely flow up and down the organization or just funnel down from the top?
- Would franchisees say they are informed about issues important to them?
- Would they say they feel like an integral part of a team or more like the low man/woman on the totem pole?
If you are a member of a franchise organization, how would you answer the questions above? Does your organization have an achievement culture that attracts and retains top franchisor executives, employees and franchisee talent? If not, what would it take to move the organization to achievement?
The Dwyer Group out of Waco, TX is an excellent example of an achievement culture. They are not only an active member in the franchise industry but in my opinion one of the leaders. Dina Dwyer-Owens has served as the CEO and chairwoman of The Dwyer Group since 2007. She is past chair of the International Franchise Association (IFA) and recently appeared on Undercover Boss!
Like most organizations, The Dwyer Group has an official mission statement and vision. What stands out in The Dwyer Group is their Code of Values. Employees and franchisees are encouraged to live by the values professionally and personally.
- Customer Focus
- Having Fun in the Process!
Dina has published, Live R.I.C.H, where she shares how the company values are the roadmap to success of The Dwyer Group. I highly recommend it.
Outside of the franchise industry is a company in Las Vegas Nevada that is well known for their service and their culture. That company is Zappos. Tony Hsieh, CEO helped Zappos grow from very little to over $1 billion in gross merchandise sales annually. That’s very impressive but what is equally impressive is their ranking as “Best Companies to Work For”. Tony and the Zappos team live by their 10 core values, listed below.
- Deliver WOW Through Service
- Embrace and Drive Change
- Create Fun and A Little Weirdness
- Be Adventurous, Creative, and Open-Minded
- Pursue Growth and Learning
- Build Open and Honest Relationships With Communication
- Build a Positive Team and Family Spirit
- Do More With Less
- Be Passionate and Determined
- Be Humble
To learn more about Zappos, read Delivering Happiness by CEO, Tony Hsieh and request their recent Culture Book via this link http://about.zappos.com/our-unique-culture/zappos-core-values
What other franchises or organizations do you believe has an Achievement Culture?
Do you need help building an Achievement Culture? If so, connect with me!