The Winning Manager’s Playbook

Constantly build the culture

We’ve described four of the five building blocks that allow you to build your operation around your client: define a good customer, create the right strategies for that good customer, create a sales process to secure and serve your good customer, and create an operations process to serve your good customer. The fifth building block is to constantly build a culture that embraces these first four building blocks.

Quite simply, your firm needs to incorporate these operational steps as part of its day-to-day activities. It will be a part of the company culture that everyone will value these activities and view them as essential to the success of the firm and its customers.

There are at least three steps that you can take ...