FROM THE BLOG
A Purpose Driven Culture
Posted by Tarah Carlow on April 22, 2015
You have probably noticed that a lot of my blog posts revolve around core values or driving a purpose driven culture. At Prospera, one of the major ways we accomplish this is through our credo. A credo is another word for a mission statement. It is the “creed” by which we conduct ourselves. Unlike many common mission statements, the Prospera Credo is actually a part of our daily lives. In fact, we carry it around on a card!
If this sounds like something that you find interesting for your own company, here are 6 things to consider in the drafting process:
- The Offer. Before a client can be engaged, they have to be attracted to the brand by a compelling offer. Prospera’s offer is “first class service” and the “finest personal service”.
- Care. Care is one of our core values and it is the first step toward customer loyalty. “Prospera is a place where the genuine care of our financial professionals is our highest mission.”
- Consistency. A compelling offer and customer care cannot guarantee long-term customer engagement or loyalty; only consistency can do that. “We pledge to provide….” We are making a promise; and a promise isn’t only sometimes when we feel like it.
- Trust. Trust is like the silver lining of Prospera errors. Every single mistake is an opportunity to win client trust by making things right.
- Effort. The final 2 factors are hard to achieve but just as important as the first 4. Extraordinary effort by employees is a huge step toward client engagement. Employees who go above and beyond their everyday duties show the effort that engages clients. “We pledge to provide the finest personal service” takes great effort and forethought and requires going above and beyond.
- Genuine. Full client engagement only occurs when clients find Prospera’s employees genuine. Clients can spot fake smiles. They want us to know their names and treat them as a friend. Our Credo says “where the genuine care of our financial professionals is our highest mission.”
There is no higher calling than genuinely caring for our clients. Building the company by, and running it according to, our credo helps to not only drive the culture that our clients have come to expect but to make it even stronger.
Until next week,
