Mission, Vision and Values: the Fundamental Foundation to Success, Wherever You Are in the World
In these COVID times, travel is a distant memory, and I long for the day that we can resume the love of travel, of seeing distant lands, different cultures, and the people that call that place home.
It was on one of these memorable travels that I experienced firsthand again the importance of Mission, Vision and Values (MVV) to a business. A few years back, my husband and I visited Mumbai, India, and stayed at the Oberoi Mumbai. A beautiful hotel with a gorgeous red grand piano as a focal point in its lobby.
It was the excellent customer service at this hotel that reminded me of how a well-developed and executed set of Mission Vision Values can make a business shine. Their people-focused MVV was what made their hotel stand out from the crowd, like their bright red grand piano in the calming white and unpretentious lobby.
India can be a great shock to the senses. The brilliant colours in fabrics, fruits, and vegetables and the smell of aromas from the multitude of spices in the markets were an absolute delight. Unaccustomed to the frequent honking from the vehicles, I found it overwhelming. With its peacefulness, the calming décor and the soothing music of their lobby’s red grand piano, the Oberoi became a haven for me.
Yet over the four days of my stay there, I noticed that it wasn’t just the peaceful surroundings or the relaxing music that made me feel at ease after a long day out exploring the busy Indian streets. It was the Oberoi staff. Each and every one of them gave exemplary service. I felt special; their focus on me as the customer, their smile, their extra attention to making my stay wonderful became evident. All greeted us with warmth and care, and each went beyond expectations to care for us.
While waiting for the elevator, I noticed a sign that the Oberoi Hotel was recognized by Travel + Leisure 2016 as one of the World’s Best Hotel Brands for the second consecutive year. Being an HR Work Culture Specialist, I had to find out how this hotel could have such top-notch service consistently, every day, by every employee. I had to know, and I had to let them know.
I went to the hotel lobby reception desk and asked to speak to the manager on duty. Those great staff showed a bit of nervousness, concerned there might be a problem in their high standards of service. They relaxed when I shared that I just wanted to compliment the hotel and all the staff.
I waited beside the shiny red piano, in their beautifully sunlit and comfortable lobby. The Manager on Duty and the Assistant Manager on Duty arrived; both seemed a bit nervous as they primed themselves for what I would discuss. I quickly eased their concerns. I shared my experience from day one that each and every one of the staff had provided us with excellent customer-focused service that exceeded our expectations. I asked, “How do you do it?”
With smiles on their faces, they both responded, saying, “it’s about the Mission, Vision and Values.”
With that, my heart went racing, and I was shouting inside to myself: Yes. Yes! YES!!
As a serial small to medium-sized business owner for over 20 years, I have experienced many successes and struggles with building and scaling businesses I have owned. My husband and I co-founded an engineering firm called iTRANS. Right from the outset, we developed a clear set of Mission, Vision and Values - Integrity, Integrity and Innovation. We used our MVV to build our business processes, our HR processes and work with the clients of choice that reflected our MVV. We succeed, in part due to this approach and were acknowledged as one of the Best Workplaces in Canada, top 10 twice.
Since then, I have been a strong advocate of the importance of Mission, Vision and Values (MVV). Every business, regardless of size, should have a set of MVV. It is the foundation of any business. From that foundation, you can build the business processes, hire the right people and create the client services to reflect your MVV. You become one integrated finely tuned instrument that stands out beautifully, like the brilliant red grand piano people cannot miss as they pass by each day.
So halfway across the world, here in Mumbai, I was thrilled that I had found a kindred spirit, a company that gets the importance of MVV and understands that with this foundation, all processes, staff and clients build upon their MVV. This includes the staff they hire, the training they provide and the performance they expect from their team.
Their MVV, which is an “unremitting dedication to every aspect of care,” is evident in the staff and the experience I felt during my stay. The Management Team shared with me the extensive hiring process, which includes multiple interviews, the detailed onboarding process, a buddy system, regular team meetings and ongoing training of all staff. This was a company that understands that having and using an MVV is the foundation of success.
Great companies know that investing in people and the people processes to reflect your MVV has a huge payoff in staff retention, loyalty, and productivity. A people-focused MVV will make you memorable and stand out from the crowd, like the red piano, like the Oberoi Mumbai. Engaged staff will embrace the company’s values and contribute significantly to the business’s profitability and revenue. If more companies can create strong MVV and build on them, maybe we would have more “red piano” businesses like the Oberoi Mumbai that stand out from the crowd because of their people-focused excellence.
All businesses, but especially small and medium-sized businesses, should have a well developed and executed MVV. It will help you stay focused on the core business and develop your processes, people and the clients and their needs. I challenge you to create or revise your MVV and use that as the foundation for your success. Stand out and be the “red grand piano” business amongst your competitors by investing time and money in your MVVs, your foundation, and your staff.
