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Create a Culture Where Employees Come First

Shep Hyken Interviews Terry Cain and Steve Church, Co-authors of “The Pinwheel”

How would you like to create a culture and working environment that is better for your employees, which in turn is better for your customers?

Shep Hyken sits down with not just one but two guests, Terry Cain and Steve Church. The co-writers of “The Pinwheel” and partners in business, Terry and Steve discuss the importance of involving employees in creating a culture that is better for everyone: leadership, staff, and customers.

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Top Takeaways:

  • Involve employees in the creation of values.
  • Employees must come first. When employees are happy, they treat customers well, which causes them to come back time and time again.
  • 5 core values
    1. Integrity
    2. Customer Service
    3. Accountability
    4. Teamwork
    5. Innovation
  • If employees aren’t part of the process, they may not want to buy into the values. This creates problems for the leadership.
  • Some companies have “heroes,” people who create an amazing experience for the customer. However, the next time that customer comes back, they could be dealing with a different employee and have a completely different experience. A good company will have consistency, and all employees will be great, eliminating the hero idea altogether.
  • The 7 Veins of the Pinwheel: These are required to create a culture where all employees understand the importance of delivering great experiences to each customer. Pick the one that seems most important to your company and work on that one first. Once you seem to have a good handle on that one, you can move on to the next. Never try to attack or take on all seven at a time. Go one at a time.
    1. Vision
    2. Attitude
    3. Knowledge & Skills
    4. Systems & Processes
    5. Accountability
    6. Passion
    7. Integrity & Values

Terry Cain and Steve Church left long careers at Avnet to create their own company, Pinwheel Partners, which focuses on helping executive management teams create cultures that are better environments for the employees.

Shep Hyken is a customer service and experience expert, “New York Times” best-selling author, award-winning keynote speaker, and your host of Amazing Business Radio.

“If you are working in an organization that’s trying to improve your customer experience, you won’t be successful without engaged employees.” – Steve Church

“Culture is the most powerful asset in our business.” – Terry Cain


This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:

  1. How can I get employees involved with creating the company’s culture?
  2. Why is an employee-centric culture so important?
  3. How can I get my employees more engaged?
  4. How can I create a company culture focused on customers?
  5. How can I create a company culture focused on employees?

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