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Creating a Culture of Service

Creating a Culture of Service

Submitted by: Kaitlyn McCormack, Senior Recruiting Manager

I have a confession. When I was asked to facilitate a training on “Creating a Culture of Service”, I was a little apprehensive. The phrase is somewhat lofty and ambiguous, so to help make it more digestible, the first thing I did was Google the meaning of culture (as it applies to a company) and the meaning of service. Here is what I found: The culture of an organization is practically its DNA; it is implied, not expressly defined, and develops organically over time from the cumulative traits of the people the company hires. Service is a contribution to the welfare of others; a helpful act.

So what did I deduce from my research? To achieve a culture of service, we need to focus on hiring people who are passionate about helping others! But who are we helping? Our customers? Our fellow team members? Our communities? The answer is all of the above! At TMX Finance Family of Companies, we are fortunate to have a strong culture of service. The challenge is to ensure we are preserving the value of servant leadership and continuing to identify new and genuine opportunities to create moments of “wow!”.

This isn’t just about doing something nice for someone, it’s about creating a moment that leaves a lasting impression and makes the recipient feel valued. Think about the last time you felt the urge to tell someone about an experience you had based on a genuine act of kindness or someone going above and beyond in an act of service. Anything come to mind? For me, it’s in the little things. It’s the coffee shop employee who remembers my favorite drink. Or the auto mechanic who notes my favorite radio setting before disconnecting the car battery so he can reset my favorite stations. Little “wows” are everywhere and are low or no cost, and low or no investment of time. These acts create moments of connection and caring. They create moments of positive emotion.

Why is that important? As time passes, people may not remember exactly what you did, or what you said, but they will always remember how you made them feel. Don’t you want to stand out from the crowd? Don’t you want your department or your company to rise above the pack? This is how you do it! The best part is there are opportunities to create moments of “wow” all around you. My challenge to you is to always be present and capitalize on the moments that allow you to take your service to the next level!

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