I read a great article by speaker Simma Lieberman recently. She opened by saying, “If you don’t create a culture where employees love doing their best work, why would you be surprised if your customers are unhappy?”
When I authored my book, Corporate Kitty Litter, I researched several companies and their mission statements. The most exciting companies had several things in common:
- A mission statement that clearly said why they were in business
- Core values that reflected their culture
- A strategic plan that could realistically accomplish the mission
The best mission statement was (and is) Southwest Airlines:
The mission of SWA is dedicated to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit.
TO OUR EMPLOYEES; We are committed to provide our employees a stable work environment with equal opportunity for learning and personal growth. Creativity and innovation are encouraged for improving the effectiveness of Southwest. Above all, employees will be provided the same concern, respect, and caring attitude within the organization that they are expected to share externally with every Southwest customer.
“Southwest has its customers, the passengers, and I have my customers, the airline’s employees. If the passengers aren’t satisfied, they won’t fly with us. If the employees aren’t satisfied, they won’t provide the product we need.” – Herb Kelleher, past President, Chairman and CEO.
I have yet to find a better mission statement. If you have — send it to me! I’d love to have it.
Petey says…
Google the companies you think give amazing service or have extraordinary products. Look for their rmission statement and goals. Find the common denominators and take a page from their success by using them in your own businesses.
Corporate Kitty Litter is just about out of print, but I do have a few copies…I use the principles found in it in my keynotes, “Raise the Bar, Set the Standard” and “When Good Isn’t Good Enough, Go for Great.”