I’m travelling this week, and after a busy day, found myself arriving late at night in my hotel, with a van full of kit to unload for an event.
One of the receptionists walked out as I was by the van, offering to help. I was very grateful, as the large panels I needed to move were not heavy, but very awkward, and much easier with two.
He stayed and helped me with all of them, showing great kindness.
This morning I came down for my breakfast at 9, to be told by the manager that the kitchen was closed, and they were unable to give me anything. No fruit, cereal, or bread, despite it all being clearly visible in the room behind him.
If I sound a bit grumpy about it, I am, as the hotel is on an estate with no other options. But more than anything, I’m struck by how the person paid the least was the most kind, and the person who I assume is paid the most seemed happiest to follow the rules. It’s a cheap example I know: people act the way they act for all sorts of reasons, perhaps good ones.
Use your sixty seconds today to consider who, in your organisation, most directly impacts culture.
It just reminds me that culture is held in behaviour, not systems. And you can’t always pay for excellence.
"culture is held in behaviour, not systems". So true. And even when the systems are rubbish which too many are (recalling the recent pain of 5 hours spent over one month, changing my broadband contract), there's still a choice for behaviour. Thank you as ever for your succinct insights Julian.