Culture is the heartbeat of an organization, shaping everything from internal operations to external relationships.

I recently had the opportunity to speak to the General Managers at Grimaldi’s Pizzeria at their headquarters in Phoenix, AZ. In doing my research and talking to a few GMs in various states, I learned about a pizza-shaped plaque that hangs in every Grimaldi’s restaurant. 

The plaque depicts the eight slices of Grimaldi’s Culture: Quality, Hospitality, Communication, Energy, Family, Accountability, Teamwork and Integrity.

I asked one of the GMs if one of these pieces was more important than the others, and she told me they are equally important. They are all vital to success.

Let me take them one at a time and put my spin on them.

Quality. Quality is not a thing; it is a way. Quality is a mindset. It must be an obsession. It must be central to a company’s culture. You can’t just talk about it. You have to practice it every day for years. As Aristotle said, “Quality is not an act. It is a habit.”            

Quality products and quality service begin with quality thinking, and it’s the same in any business. Everyone talks about quality, but customers can quickly figure out who is willing to make the required effort. And those businesses have a very good chance of sticking around for a very long time.

Hospitality. In business, hospitality is not just about being polite; it’s about creating an experience that leaves a lasting impression and builds lasting relationships. Hospitality is a cornerstone of successful business operations.

Hospitality ensures that customers feel valued and respected. When customers have a positive experience, they are more likely to be satisfied with their purchase and the service they received, which results in repeat customers. And satisfied customers share their positive experiences with others.

A culture of hospitality often begins with how employees are treated. When employees feel valued and part of a positive environment, it boosts morale and productivity.

Communication. Curious though it may seem, effective communication starts with listening, not talking. Expressing yourself is vital, but understanding what others are telling you allows you to make your arguments more persuasive.

Warren Buffett, one of the world’s richest persons, famously said: “If you improve your communication skills, I will guarantee you that you’ll earn 10% to 50% more money over your lifetime.”

Energy. There is an energy crisis in America, and it has nothing to do with fossil fuels or the price of oil. Millions of people get up each morning, already weary about what the day holds for them. Successful people generally have lots of energy. Many people believe the better your energy, the more likely you’ll get what you want. They have a secret: they have learned to harness and focus their energy. 

Family. Family is the anchor that keeps us grounded, the compass that guides us and the heart that fills our lives with love and meaning. Family is the foundation for our emotional and social development, shaping our values, beliefs and identity.

A strong family provides a sense of security and stability. Families are our first teachers. They impart essential life skills, from basic manners to complex problem-solving abilities, and they play a crucial role in our education.

Accountability. Customers expect accountability, so it must be a core value, never compromised, never up for discussion. 

Accountability starts at the top and needs to be clearly communicated in every facet of business. Employees need to share common goals with management, take ownership of projects and work as a team to the best of their ability. Accountability is the ability to accept responsibility.

Teamwork. My definition of teamwork is a collection of diverse people who respect each other and are committed to each other’s successes. That’s why companies that focus on their employees reap the rewards. 

Teamwork sometimes requires people to play roles that aren’t as glamorous as they’d like. This is very human. As former baseball player and manager Billy Martin once said: “No one can play whatever position they choose. If that happened in baseball, there’d be nine pitchers.”            

Integrity. As I have said so many times before: If you have integrity, nothing else matters. If you don’t have integrity, nothing else matters. Integrity and ethics in business are absolutely fundamental. Integrity is the bedrock upon which all other values are built. It should be a constant in your life, like brushing your teeth.

Mackay’s Moral: A winning company culture is like a great pizza – any way you slice it.