Insider Exclusive: Understanding Company Culture

Insider Exclusive: Understanding Company Culture

Employee participation ensures being “good enough” never is

By Bob Pacanovsky

I believe we live in a culture called “good enough.” It seems like almost everywhere we shop, eat, etc., we see the “good enough” type of service. What is “good enough” service?

“Good enough” service is employees doing the bare minimum for you when you are a consumer and need help. It is like you are doing them a favor by being a customer.

There are a number of reasons for this, but one of the main reasons is that most employees in companies are not taught about the “culture” of business. 

A few years ago, I heard a keynote presentation by business owner Debbie Fields. You may not know her, but you may know her company—Mrs. Fields Cookies. She spoke about a time when her employees brought her signature chocolate chip cookies out of the ovens, and they were overbaked, but still good enough to eat. They said to her, “Debbie, these are good enough.” But Debbie knew better. So, she instituted her company culture, which became “Good enough … never is.” Debbie challenged her employees to change their way of thinking, to have higher expectations, and it worked.

Do your employees and coworkers know the culture of your company? 

A quality employee training program should first cover the corporate culture of your company and how important it is to the success of your business. For example, anyone can be taught how to properly greet a prospect or customer. The key is to make sure that they have the right attitude and want to do it correctly—each and every time. 

Many companies hire employees and immediately want to train them on the function of their job. This is the “what” in a job—meaning, “what they do and how they should do it.” But new employees should first be trained on the purpose of their job. This is the “why” of their jobs. This “why” is actually related to the culture of the company. Once they know the “why” in their job, they will understand their purpose.

Your company culture could be the difference between success and failure with your clients, vendors, and employees, as well as the difference between “good enough” and “good enough … never is.”

Bob Pacanovsky is a speaker/trainer on culture/engagement, customer experience, and leadership. He was a speaker at the 2017 ABA Annual Meeting & Marketplace on “Creating the Customer Experience.” He can be contacted at 

About the American Bus Association

The American Bus Association (ABA) is the trade organization of the intercity bus industry, with more than 1,000 motorcoach and tour company members in the United States and Canada. Its members operate charter, tour, regular route, airport express, special operations and contract services. Another 2,800 members are travel and tourism organizations and suppliers of bus products and services who work in partnership with the North American motorcoach industry.


Melanie Hinton, Vice President, Communications & Marketing, ABA
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