Building a Contagious Culture

July 29, 2019

Recent research places U.S. unemployment at 3.7% (tradingeconomics.com). With joblessness hovering at record lows, and minimum wage on the rise, it’s difficult for employers to recruit and retain top talent. Yet, there are companies with a kind of “secret sauce” that seems to keep staff engaged and content even in this “job-seeker market”.

Last week, the Louisville’s Association of Fundraising Professionals (AFP) hosted a meeting entitled, “Building a Contagious Culture”. Scott Colosi, retired President of Texas Roadhouse (TRH), spoke about what sets this high energy, steakhouse chain apart from others. He also related how the (TRH) “secret sauce” applies to nonprofit organizations. This blog recaps 5 of his key points.

1. Know your mission. It’s important that everyone understand the organization’s mission. At TRH the mission is simple. Legendary food… Legendary service. This common mission unites people across the brand (from dishwashers to the CEO) under a common purpose. For nonprofits, mission is key in building a strong case for support. People in all roles should be able to clearly and passionately articulate the mission. This helps them share stories of success and it provides reasons why the organization is worthy of support.

2. Find Balance. Often organizations struggle to find an appropriate balance between discipline and fun. Scott mentioned this as a real strength in the TRH culture. To illustrate he shared a few stories.

For example, to keep things lively, one Wednesday someone walked a baby camel through the offices, mimicking the popular Geico commercial for “Hump Day”. Also, he shared that TRH provides opportunities for employees to volunteer (even during work hours).

But Scott was also quick to add that while fun is important, it is equally essential to maximize productivity through discipline. For many nonprofits, simply keeping up with the daily tasks (client needs, operations, fundraising, capital campaigns) leaves little time left for fun. Yet, it is vital, even in the midst of demanding schedules, for nonprofit employees to find time to laugh, bond and enjoy their work.

3. Empower Employees. Freedom to make both decisions and mistakes allows employees to contribute and be creative. Scott noted that TRH encourages staff to try new things and challenge the status quo. Sometimes this moves the organization in an even better direction. Listening goes hand-in-hand with empowerment. Effective leaders seek and hear feedback and consider new ideas from employees at all levels. Often at TRH the best ideas come from workers in their stores. Similarly, nonprofits can learn a lot simply by seeking input and listening to stakeholders. Allowing staff and donors to contribute ideas, feelings and advice builds buy-in and often improves results.

4. Think Long-Term. Focusing on long-term rather than immediate results may seem counter-productive. It means doing right things immediately, even though they may be costly. Though you may lose short-term money, such decisions can produce hefty long-term results. For example, during a slow period TRH resisted cutting staff and benefits for short-term gain. The results were long-term profitability through employee retention, perceived organizational integrity and sales growth. While many nonprofits face similar budgetary concerns, it’s important not to lose a long-term view in decision-making.

5. Care About People. In the final analysis Scott was talking about building a contagious culture by respecting and caring for people, demonstrating to stakeholders that, “We care”. At TRH stakeholders include employees, guests, investors and vendors. At nonprofits, it’s staff, donors, volunteers and the extended community. Decisions are based not only on what’s profitable but also on what best cares for others. Loyalty to stakeholders breeds loyalty. Certainly this requires time, but personal touches tell people they’re valued, and when people feel valued results become contagious.

“I really support The Covenant Group’s strategic planning process because their approach encourages staff-based support with board buy-in, and I felt that was important given what we were trying to achieve. The outcome is an effective plan that builds consensus and provides a clear sense of direction.”
- Jennifer Scott, Director of Development - The Cabbage Patch Settlement House

“The Covenant Group is highly competent, very experienced and knowledgeable. They provided a broad perspective by equipping us with useful data…and best practices in the field. All in all, they are excellent.”
- Dan Jones, CEO - 21st Century Parks

“The campaign has truly been a miracle. People were committed from the beginning, but…even raising $650,000 seemed like a stretch. To nearly double that amount is incredible! When the plan they developed allows you to hit a goal like that, it builds such a sense of community. The momentum built by the campaign is spilling outside the walls of our church and benefiting others in the process.”
-Father John Hollowell - Annunciation of the Blessed Virgin Mary Catholic Church

“For those of us who don’t do this everyday, The Covenant Group instilled confidence in us. They helped us get through the fear and apprehension by providing us with a process, training and motivation. They taught us and helped us plan in a way that was for the better. We have built lasting relationships with donors and we will continue to steward these relationships long into the future.”
- Sue Finke, Director of Institutional Advancement - Covington Catholic High School

“No one anticipated we could raise this amount. Even the Archdiocese is surprised. The funds raised represent about 15 times our annual giving. But it’s not just the financial results. People stand around talking more than they did before the campaign. There is also a renewed and energized spirit among the parishioners. It’s the most exciting thing to happen in our parish in the last 100 years.”
- Gary Libs, Campaign Co-Chair - St. Mary of the Knobs Catholic Church

“The Covenant Group’s process involved a lot of people in our congregation doing small tasks … that built ownership. They took our vision and put it into a concrete plan. They helped us understand the importance of making our vision clear and laid out the steps to make the vision a reality. Their process built consensus and showed people how they could help. Their methods are based on a solid theological foundation that includes key documents, prayer support, and requisite training … all of which were invaluable.”
- Daniel Montgomery, Pastor - Sojourn Community Church

“Everything The Covenant Group did to help us…in the initial stages was helpful…the development of the case statement; our materials; the training of our Board members; strategies; all these steps laid the foundation for eventual success. They brought such a high level of professionalism, a wealth of experience and a strong track record of integrity and success… just being associated with The Covenant Group helped us.”
- Nancy Doctor, Development Director - Wellspring

“The structure The Covenant Group provided was excellent. It allowed our members to use their God-given talents to benefit the church community They helped us develop a plan and identify key leadership candidates to chair the effort, as well as engaging between 80 to 100 people to carry out the work of the campaign. It was truly a whole congregation effort and The Covenant Group helped facilitate that. They helped us reach our full potential as a congregation.”
- Ron Poisel, Pastor - Christ Lutheran Church

Building a Contagious Culture

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