Our Core Values Are None of Your Business…

After receiving crappy service from a credit card call center rep, a customer asked if the person knew the company’s core values…

???

What kind of a question is that? Why do you want to know?

“I know them and I’m not going to tell you.  Those are for internal purposes only, ” the customer was told.

So much for transparency and excellent service – two of their commitments listed on their website.  I guess that only applies internally.

Please. Take down the plaques and quit giving out the wallet cards that people feel forced to carry – lest they be chastised for not being a team player.

If your company does have core values and aren’t ready to give them up … listen to the conversations that take place – on the phone and face to face – and not just with customers. Do the conversations reflect and reinforce those values?  Do your operating policies and practices support the values?

A classic example is “Our employees are our greatest assets.”

Then midway through the year the compensation plan for the sales force is changed. Or performance reviews are superficial, late or may not be done at all.

Employees know when their leadership isn’t walking the talk regarding core values. So why should they follow them?

Stop the sham unless there’s integrity in the process. You’ll be better off without them.

If your organization is interested in learning how to get more mileage out of your core values, give me a call at 816-822-4047 or complete my contact form.

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