Home Leadership Turn Archives Me RampUp Solutions Option Sanity
 


  • Categories

  • Archives
 

Ducks in a Row: Intentional Culture

by Miki Saxon

http://www.flickr.com/photos/acrylicartist/5857962888/Mortgage originators are rarely great places to be, whichever side of the desk you are on.

The exception is Quicken Loans.

Quicken Loans was rated highest in customer satisfaction among mortgage originators in 2010, 2011 and 2012, according to J. D. Power & Associates. The company has also been ranked in the top 30 of Fortune’s “100 Best Companies to Work For” for 10 consecutive years.

What makes Quicken different?

Founder Dan Gilbert’s and CEO Bill Emerson’s focus on intentional culture—emphasis on ‘intentional’.

“If you don’t create a culture at your company, a culture will create itself,” Mr. Emerson said in a phone interview. “And it won’t be good. I sometimes hear people say ‘We don’t have a culture at our company.’ They have one. But if it hasn’t been nurtured, if no one has spent on any time on it, you can assume it’s the wrong culture.”

Call it Intentional Culture.

Of course, intentional culture comes in two flavors—positive (good) and negative (bad).

Tony Hsieh at Zappos is a master of good culture; Bob Nardelli is a master of the opposite.

If you aren’t sure how (or if) your own culture is intentional you should ask yourself the following questions.

  1. What are the primary features of my group’s culture?
  2. How did it happen, i.e., who originated it?
  3. Does it reflect values in which I believe?
  4. Does it drive the actions and attitude I want from my team?
  5. Are new people coached in the culture and current people reminded, so it permeates our business every day?

Then ask yourself what you can do to enhance the best parts and realign/correct any parts that have gone astray.

Flickr image credit: Rodney Campbell

Your comments-priceless

Don’t miss a post! Subscribe via RSS or EMAIL

  • What did you think of this article?
Show Results

Leave a Reply

RSS2 Subscribe to
MAPping Company Success

Enter your Email
Powered by FeedBlitz

About Miki View Miki Saxon's profile on LinkedIn

About KG View KG Charles-Harris' profile on LinkedIn

Clarify your exec summary, website, etc.

Have a quick question or just want to chat? Feel free to write or call me at 360.335.8054

Download useful assistance now.

Give your mind a rest. Here are 4 quick ways to get rid of kinks, break a logjam or juice your creativity!

Typhoon Haiyan in the Philippines and tornadoes in the Midwest; don't wait to help, contribute now!
 
Text REDCROSS to 90999 to make a $10 donation or call 800.733.2767.
 
$10 really does make a difference and you'll never miss it.
 
Always donate what you can whenever you can.

The following accept cash and in-kind donations:

Web site development: NTR Lab
Creative Commons License
This work is licensed under a Creative Commons Attribution-NoDerivs 2.5 License.