Culture is visible in the behaviour that gets rewarded, accepted or ignored. A strategy cannot compensate for everyday habits that work against it.
One action to start with
Name one behaviour you tolerate that contradicts your stated standards. Agree the behaviour you want to see instead and how leaders will model it.
What this can look like
A business can promise customer care while celebrating only the volume of jobs completed. The team learns which message really matters.
Illustrative example. This is a short application guide to chapter 9, not the full chapter.
Bring it into the business
Ask your team where they see this pattern. Agree one decision, one owner and a date to review what has changed. Start small enough to act on what you learn.
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Read the full chapter
Chapter 9 starts on page 49 of The Questions You’re Not Asking.