Does a company’s internal culture really matter to customers? Nick Sarillo thinks so. He founded Chicago-area Nick’s Pizza and Pubs in 1995 with the idea that his company's culture would always be welcoming and would create positive, memorable experiences for his customers. However, Nick didn't share his vision with his staff; and when employees didn’t exhibit those values, he was stunned.
Sarillo needed help communicating the culture he wanted, so he enlisted the aid of a business consultant; together they came up with a company purpose and a set of values. Team members were also taken off-site for intense cultural training.
The results were tremendous. Within months, the restaurant was packed and employee turnover slowed to a near halt. Today, Sarillo has two locations outside Chicago, less than 20 percent turnover (“amazing when you consider that 150 percent is normal in this industry,” he says) and brings in $6 million yearly in revenues.
Here are four tips on creating a company culture that attracts the masses.
Define your values. For Sarillo, it wasn’t until he sat down and outlined the purpose and values behind his business that he was able to create a tangible culture. He recommends striving to “create the business you’ve always wanted to work for yourself.”