Member Experience

16.03.20 03:55 PM By Kelly Schaefbauer

Culture’s Effect on the Member Experience

In my last article I illustrated the connection between Structured Operations and culture. I’d like to further focus on the effects of culture on the member experience. I use the term member to include employees, team members, or other individuals within any organization.

As we seek to develop a culture of clarity, confidence and trust, we should understand the impact it has on people within our organization. If we’re considering employees, how might their experiences differ between a culture of clarity, confidence and trust vs. that of confusion, doubt and drama?

I personally have had the experience of starting jobs in a couple of companies where the managers were not sure about what I should be doing on the first day or what my role in the organization really was.  This is a culture of “we’ll figure it out as we go.” This certainly didn’t instill trust in me. Without proper direction and reinforcement, I didn’t have confidence in my performance. Luckily, I like a challenge and was able to get things figured out.  I wonder though how elevated my success there could have been if I had been provided with a clear schedule, instructions for the work I was responsible for, and clear expectations of the anticipated results.

The primary role of the manager in any organization is to be focused on the experiences of each of the members of their team. Do they each understand the purpose and vision of the organization, do they have clarity in their work assignments, and can they count on their manager to be there when they need to get involved in a new and difficult situation?

At the end of the day, when a team member in your organization gets home, sits down for dinner and is asked by her husband “How was your day?” is the response most often going to be, “Great! I love my job.” Or will she dive into the details of the drama and uncertainty she faced that day. I wonder how excited their kids will be to get into the workforce after hearing tales of a manager that doesn’t seem to know what’s going on, doesn’t listen to repeated complaints or always seems disappointed in her work.

For a couple of quick videos on how you can build trust in your organization, click below:

How to handle a toxic culture - Simon Sinek

How Does Culture And Climate Fit With Your Work? - Simon Sinek