How the Right Corporate Values Can Prevent Crisis
Yes, dealing effectively with #crisis is an important #leadership skill. Preventing a crisis is even more important. And this is why company values do matter.
Corporate values is not about the shiny paper on the wall that you put up for the next ISO audit.
When chosen properly, corporate values give everyone in the organization clear guidelines how things are done, and gives front-line employees authority to make critical decisions fast without having to double-check with their boss.
- When teamwork is one of your top values, you cannot tolerate that your "best" sales person undermines collaboration.
- When compliance is really more important for you than short term revenue, your sales person can confidently deny paying a bribe, knowing they won't get their head ripped off when they return without closing the deal.
- For a flight crew, it may be important to know if customer satisfaction or getting their colleagues to work on time is of higher value...
Perhaps you want to have a look at that shiny paper on your office wall: are these the right values? Do they give the right guidance? And are they "lived" and rigorously followed?
If not, now might be a very good time for a revision.
But the moral of this story is not how to do crisis management faster and better in a lightning-fast digital world. It’s that even the nimblest and deftest crisis management response cannot contain the damage of going straight to “call security” and crossing the last line of defense in customer service design. (...) Machines follow orders. People use discretion. Learning the importance of that truism is the lesson of this awful situation, and it will be a lesson of growing relevance and application as algorithms and machines play ever larger roles in service delivery.