At Pick My Brain, we've had an interest in and passion for Corporate Social Responsibility.  It began many years ago
when we created an event for a client.  Moving away from the traditional teambuilding, the client was looking
for a way they could engage their employees in something greater than themselves, and which would leave
a lasting impact on a targeted community.  For this group, a 400-person Habitat for Humanity Build was an
event that was engaging, transformative, and left a legacy of commitment to community and the greater good.

Since that time, my interests in CSR and Sustainability have expanded.  I've learned that there are many
definitions and interpretations of what it means to be sustainable, and there are equally as many arguements
about whether it is a necessary element of business, or an optional choice. 

As one who consults with businesses, and who works with many companies to formulate their strategic
goals and plans, more and more I believe that a sustainability policy or plan is a key element of the company's
core foundation.  No one would argue that companies must have a financial plan, or a marketing plan, or a human
resources plan.  Sales plans are a must for growth.  Yet, so many companies (and dare I say, especially small companies) have
yet to subscribe buy in to the belief that there we have a responsibility to be good stewards in our businesses.

What does that mean or look like?  Here a few key ideas that small businesses can consider:

•  What is our company mission/vision and what do we stand for, from a CSR perspective?  What
   matters to us?  What do we care about?  What moves us?  What worries us?
•  In our internal funcational processes, where can we begin to create policy and processes that make a
   positive impact environmentally and socially?
•  From whom do we purchase our supplies or services, and do they have a policy, or practice around CSR?
•  What matters to our customers?  Our communities?  Our stakeholders?  Our employees?
•  When we forcast 3 or 5 year plans, what kinds of impact would we like to have on the world?  What do we want
   to be known for?  What contribution do we want to make?
•  Where can we begin right now?  Reducing waste, recycling materials, giving back to community, selecting
   vendors who practice sustainability -- these are just a few ways we can start today.

The world of sustainability is big, complex -- and yet wide open.  More and more we are called upon to consider how our
actions today will impact our world tomorrow, next year, and in the generations to come.   

At Pick My Brain, we believe that every company (even single entrepreneurs) can make a difference, one action at a time, and that
collectively, we will make a large impact on sustaining our world for generations to come.  We're committed to helping our clients
explore and engage in practices that will add value around CSR - whether organizationally, or through customized events.

Is CSR new to you?  Are you employing sustainability practices, and if so, what are they?  The above is by no means inclusive,
but a launching point for your consideration. 

Check out the Green Meetings Industry Council at www.greenmeetings.info for links and ideas on how to integrate
practices into your company meetings.  #gmicblog   #gmic

Laurel Coote
Founder, Pick My Brain Consulting
 

Often, when I am shopping or trying to use the services of a particular company, I can anticipate the kind of service I am about to receive by the attitude and interactions of the staff.  For example, I have been privey to negative conversations between employees about the management or policies they are required to follow because they are oblivious to the fact that I am standing there in their presence, listening.  I sometimes overhear comments concerning an employees’ dislike for another employee, or their absolute lack of enthusiasm at my wanting to purchase their merchandise.  Managers have confided to me how they would love to help me with my needs, but the “powers-that-be” won’t allow them to make that decision.  My particular current favorite is walking into a store and being asked if I plan to buy anything or am I just wasting time.   Apparently, people simply looking through the store at the merchandise is a source of irritation to the employees.

I’m aware we are in still in very difficult times, and in fact, will go out on a limb and say that we don’t need to state that anymore as it is painfully obvious.  Yet; when I go to these stores and businesses, I have the sense that the “powers-that-be” have filtered this common knowledge down to all levels of the organization.  This is one way that a little thing called company culture, the “personality” as it were of an organization gets created.
 

Culture is a crucial aspect of an organization.  It can define a company as it will set the tone of how a company is viewed by its client or customer base.  Culture almost always established and defined by the behavior and leadership of upper management, the founder or owner.  So you really can’t blame your front line personnel for being less than cordial to your customers, if you’re less than cordial to your own employees. 

I have had numerous conversations with business owners and upper level executives who state that they just can’t find good help or their staff seem to be in a “funk”.  My first question is, “What training have you done to set the example of how to perform within the company?”    Stated another way, if the “powers-that-be” are hostile, unfriendly, rude, short, curt, dismissive, irritated, gossipy, or anxious toward the staff,  it is likely that the staff and front line personnel are reflecting that “personality” to customers.  It takes training, leadership, positive examples, positive reinforcement, and dedication to a mission of excellent service to shape a positive corporate culture (very similar to raising children).  Otherwise, your business will be the reflection of the negativity that is observed and filtered down to your staff.  Take stock in the culture, attitude, and “personality” of your leadership and business as a way of calibrating how your customers are observing your operation.  The more positive and ethical the corporate culture, the more positive and ethical the service.