Outsourcing and Call Center Blog

3 September, 2007

Company Values

I was going through my routine this morning of checking the blogs I regularly follow and it struck me how often some of them deal with values. Both Maria Palma at Customers are always and Tom Vander Well, who I reference here often, seem to address company and personal values issues quite often. I think this is because we are in a customer service business and we recognise the “service” part of that role. If that’s right, it is hopeful for this business that people in leadership are speaking out. The subject of company values is particularly interesting to me right now because I am developing a new website for my company and plan to include a “Mission & Values” section to help describe what we are all about.

Now, “mission” and “values” aren’t the same thing but the process of developing a new mission statement has led me to think about what our values are, and what they should be. How do we want to do business? What sort of reputation would we like to have? What is it that we intend to bring to the market?

I don’t believe that companies are like people. They can’t be “kind” or “generous” or “compassionate” like people. When they seem to behave in these ways, with few exceptions they do so for profit motive (you don’t really think McDonalds “believes” in the Olympic movement do you?). But just the same businesses are made up of people and those people can be influenced to behave in certain ways based on stated values. So if those at the top of the organisation care about how their business makes money, mission and values that are committed to and followed by management are important because they give real people guidance in how to carry out their jobs.

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1 Comment »

  1. As always, thanks for the shout out, Steve.

    I agree that, more often than not, the service you receive has much to do with the mission and values of the individual you happen to get on the phone. However, I’ve also come to believe that a company reflects the mission and values of the person/persons in leadership. I’ve observed a “trickle down” effect in companies.

    Comment by Tom Vander Well — 18 September, 2007 @ 7:45 | Reply


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