Building a Culture of Excellence

My family and friends know that I am passionate about history, and military history in particular. Over the years, I have read countless works on the world’s major battles and biographies of the figures who led them, from ancient times to the modern era. That said, my interest in the subject is not about romanticising war, much less justifying it. Rather, it is driven by the desire to better understand the conditions that lead to conflict and the geopolitical ramifications of its consequences. One ancillary benefit of my reading is that I have discovered the stories of exceptional figures who remain complete unknowns to many.

Leading with integrity and competence

One such person is U.S. Army Major Richard Winters, a World War II veteran and decorated D-Day hero. Winters emphasised the importance of character and competence, qualities that convey leadership with integrity and capability. When he spoke of leading with courage, he meant doing the right thing, even when it was difficult, and admitting mistakes when he was at fault. A successful leader must possess a set of guiding principles. Their core values, applied consistently, will create a culture of excellence. Excellence, by anyone’s standards, equals success.

Inspire your team by setting the example

Creating a culture of excellence must be a priority for leaders in any industry or area of life. This begins with leadership that inspires buy-in from the team. As a leader, you set the example. For instance, speak frequently about the importance of what you and your team do. Encourage and enable your people’s talents to flourish. Lead in such a way that people follow you willingly.

Create a Culture of Excellence

Of course, creating a culture of excellence does not happen overnight. The principles of successful leadership, applied over the long term, can help your organisation not only achieve its key objectives, but do so with excellence. Excellence is an idea, a mindset, a standard, a way of being. It is as unmistakable as a sunrise: it captures your attention, and people recognise it when they see it.

But how can we instil this Culture of Excellence in our organisation?

In my view, there are three final strategies that play a key role in creating a culture of excellence.

1. Set the expectation of excellence

Let your team know from the outset that you want them to excel in every respect, from their most important responsibilities to the most basic details. Simply carrying out work tasks superficially is not the hallmark you are seeking. As this concept develops and is consciously embraced, it will eventually establish a reputation that sends a loud and clear message: that it conveys to customers, employees and especially prospective employees that excellence is expected here.

2. Continually seek ways to improve

The second builds on the first. And that is to embed continuous improvement in the DNA of your culture. This is an umbrella under which everyone on your team should operate. It is imperative to continually seek ways to improve. Many industries are changing rapidly due to economic or technological factors. Be open to reviews, adjustments, ongoing training or anything feasible that helps you maintain an edge. The drive for continuous improvement combats complacency and leads only towards excellence.

3. Understand the importance of delighting customers

Finally, everyone on your team must understand the importance of the customer’s voice. I have always believed in delighting the customer; that is, delivering value in terms of quality and price in such a way that customer expectations are not merely met, but exceeded. At times, you may deliver on service and price, but if a customer is not satisfied with the outcome, honestly assess where shortcomings may have occurred in order to address any weaknesses. Remember, you are striving for excellence We are what we repeatedly do. Excellence, then, is not an act but a habit. This is one of my favourite quotations. It is often mistakenly attributed to Aristotle, but it was actually written by Will Durant to summarise an aspect of the ancient Greek philosopher’s thinking. The intelligent leader understands that excellence is not defined by isolated moments, however positive they may be. A culture of excellence is established when a sense of high achievement is the standard and permeates the entire team at your establishment.