The 10/5 Way states that employees must make eye contact with anyone who comes within 10 feet of them, and must smile and greet anyone who comes within 5 feet of them. The No Venting rule requires health care workers to discuss issues and concerns only in “private areas” away from patients and their families. (This is one rule I’d like to see implemented EVERYWHERE, not just in health care settings!)
These are just two fantastic examples of ways to make a workplace more respectful.
Organizations are created with the hopes of attaining success and achievement. And while most feel they do a good job of respecting customers and co-workers alike, the fact is that 50% of U.S. workers and 40% of British workers report being disrespected at least once a week in the workplace (see link below for full findings and conclusions on the high cost of rudeness in the workplace):
http://www.bbc.com/capital/story/20140401-how-rude-why-polite-pays
When we talk about creating a WOWplace, we must focus not only on our products and services (as well as our customer service), but also on the culture we’ve created within our organization.
Do we want to foster a culture of achievement AND respect… or do we want to create a culture of achievement at all costs? Do we want a culture that intentionally focuses on creating WOWs or one that will take a few WOWs here and there – if we can get them, and if we can’t – oh well!? Above all, do we want to attract workers who WANT to create WOWs… or workers who don’t care how they treat others – intentionally or unintentionally?
Remember that what we intentionally focus on as an organization is what we will create. In the examples given above, how strongly workers adhere to the 10/5 Way and the No Venting rule are built right into their performance evaluations.
If we want to create a culture of respect, including methods to encourage, measure and reward attitudes and behaviors of respect is a consistent and fair way to help everyone focus on these behaviors… until they become a matter of habit.
And making respect a habit is the only way to create a WOW culture!
