Bill Taylor, president and CEO of Mercedes-Benz U.S. International Inc. (MBUSI), (Tuscaloosa, AL) believes it's important to make sure every person in the company feels appreciated, especially if he or she goes above the call of duty. So when one of the teams working on the M-Class vehicle recently stayed until midnight to meet production deadlines, Taylor's first instinct was to leave his executive office, head to the shop floor, and thank each team member. When he approached his employees, however, one woman said, "There's no need to thank me. It's my job."
Taylor quickly countered. "Well, your family must wonder what kind of company you work for that would make you stay until midnight!"
The woman admitted her daughter often did inquire, but said her response is always the same. "I ask her, 'Do you like this house you live in, the car we drive, the food on the table and the clothes on your back? That's why Mommy works.'"
It may seem trite, but Taylor knows that the reaction is sincere and deeply personal; he has worked hard to cultivate a culture at MBUSI where workers feel a sense of responsibility, ownership, and empowerment. Expectations are articulated up front so that everyone -- whether they work in the body shop, paint shop, on the assembly line, or in the back office -- understands that they contribute to the company's success, and therefore their own. That mood is reinforced by continual learning, compensation, and, most importantly, constant feedback. "It's about consistency and creating a culture that is better than what there's been in the past," Taylor says.