QUINN: Culture eats strategy for breakfast, right? You can have good intentions and you can say all the right things but the culture will live on. It lives on beyond people, it lives on beyond leaders, it kind of it is.
It has to be in your behavior. It has to be how you treat each other and how that’s reinforced. It has to be how you treat your customers and what’s expected of you when you treat your customers a certain way. It has to be how you’re incented, how you’re motivated, how you talk to your employees and how you tell them what’s important.
You can’t do it as one giant thing. It is literally everything that you do. It is in every aspect of how you manage your employees and your relationships with your customers.