Scaling culture is a big challenge in customer-focused organizations.
It's easy when there are just a handful of employees. The boss is also the owner, chief executive, and head culture cheerleader. The culture is easy to discuss, share, and reinforce when the group is small.
Those dynamics change as the company grows. Different departments are created. Executives no longer have directly, daily contact with everyone.
Team champions are a solution I'm increasingly seeing.
Champions, also known as culture ambassadors, are people who help promote the culture in their individual departments or teams. They are typically peers rather than the boss, so can add another voice to the conversation.
Team Champions at GreatAmerica
GreatAmerica is an equipment financing company that uses team champions to help promote its customer-focused culture. I spent some time with the organization last December learning about its service culture and sharing strategies for continued growth.
The organization follows the steps outlined in The Service Culture Handbook:
There’s a clear customer service vision
Employees are engaged with the vision
Operations are aligned around the vision
Sean McCallum, one of GreatAmerica's team champions, was kind enough to join me for a conversation to talk about how the program helps keep the culture strong.
Here are a few things we discussed:
What is a team champions program?
How do team champions help promote the culture?
Why is it helpful to have peers champion the culture?
How can team champions make your culture more authentic?
What are the qualities that make a team champion?
Check out the interview to learn how you can implement a team champions program in your organization.