Culture and Frontline Leaders
Change has been on my mind—maybe because it’s autumn, a time when everything seems to be in flux: leaves fall, weather shifts, school starts, and end-of-year projects heat up. Everything feels like it’s happening at warp speed.
All the rapid change has me reflecting on our previous projects as a way to inform our ongoing client work. One topic that keeps popping up is culture change; it never goes out of style. Culture change is always pertinent—whether your company is small or large. Sometimes it feels ponderous, as if nothing is happening at all despite significant investments of time, money, and talent. But intentional culture change can also occur rapidly. And when it does, it can be electrifying to experience.
Which is what happened with an organization we’ve partnered with since 2008…
When we began working with the organization, it was growing through acquisition. Its executive leadership recognized early on that the key to long-term success was going to be investing in its frontline leaders across all regions. This didn’t mean simply making sure those leaders could give good feedback and conduct performance reviews—it meant ensuring its frontline talent could embody the company's evolving vision and culture, at every site.
This is what we’ve seen time and again with our clients: it’s often the frontline leaders who are the linchpins of successful culture change. Their level of training and development is not just a reflection of an organization’s existing culture; it can be the single biggest determining factor for the culture to come—the culture you want.
Why is a company’s culture so influenced by its frontline leaders? We’ve found there are two main reasons:
Frontline leaders are points of impact. They are uniquely positioned to influence team members. Ideally, their mindset embodies the organization's mission, vision, and values. And their daily actions reflect that mindset and model it. Good frontline leaders naturally ripple out to the rest of their teams.
Frontline leaders are points of consistency. A strong frontline leadership team anchors the organization. Aligned team members ensure consistency in decision-making, performance expectations, and processes, all of which are vital for the health of any company.
Remarkably, this client chose to purposefully invest in its frontline leaders during a recession and continued to do so through the pandemic. And the impact of that investment was profound, both in the short- and long-term. I encourage you to delve into the success story. (We’re proud of it!)
This particular partner saw an immediate impact from investing in the development of its talent. But keep in mind that it’s not uncommon for culture change to be so gradual it’s almost imperceptible.
A long-lasting, positive cultural shift can take time, so be patient. Stay open to recognizing the signs of success. If you’ve deliberately invested in creating the culture you want, you’ll slowly start to realize that turnover is down, your team members seem more motivated and engaged, everyone is working better together, and coming to work feels less stressful and more fun.
If you’re looking to shift your culture, reach out. We’d love to support you!
-Michelle Kelly, CEO (Chief Enjoyment Officer)
Recommended Reading
The Coaching Habit: Say Less, Ask More & Change the Way You Lead Forever
by Michael Bungay Stanier
This is a quick read but packs a punch in terms of practical tips and ideas. The author sums it up best on the first page: “This book is NOT about turning you into a coach. It’s about making you a leader, manager, a human being who’s more coach-like. Which means building this simple but difficult new habit: Stay curious a little longer, rush to action and advice-giving a little more slowly.” Seriously useful advice for all aspects of your life, especially if you’re working to change the culture of your team or organization.
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