Employees makes Brands and Cultures not Management

I happened to visit Planet Ford office at Pune for the regular servicing of my car eventually when everyone coming to me started asking Me for and about the car I felt to be like GOD and why not this is what makes you believe that there are people who still think Customers are God. When I peeped around I realised that the employee who had joined just a day ago was also behaving the same way the most senior person in the Team... Wow is this what is called culture? is this how you make a brand? Well the answer is Yes....

The culture is made by the employees and not Management, when a culture prevails it does so only because the employees are enagaged to prevail it through... They are the ones who build it and they are the ones who flow it horizontal and vertical.... The reason why I say that Management does not play a part here is I have seen several service shops where employees work hard or do their jobs right only when the Boss is around... talking to such bosses or owners or managers I get to feel that such bosses know how to be focussed towards quality and services but dont know how to enroute the same to their Teams....

So when I see several smiling faces around ready to serve the most arrogant customers with the best of their smiles and attitude in the car Service Station it makes me believe that the best cultures can only be run by employees....

Are you all set to kick off the best cultures in your Team? I am up for it....