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Sp r i n g 2021 • forwardHR | 13 the assistance of our Inspections Division, he was opening ahead of schedule because of the support that he received from city employees. I asked if he would be willing to have us record this feedback. He agreed and the owner went on video and told his story to the citizens during our annual the State of City event. Stories like this helped change people's views. Unsolicited testimonials from customers are golden. It gives me the ability to go back to our employees and instill in them that what they do has value and worth. In the public service sector, you need the council, public and employees to be successful. When you see all three working together, it reinforces the same behavior. Jenks: Where have you seen the culture work making a difference already? Rohloff: By demonstrating to the citizens and employees that we have a plan and that we are following through on it. When I first got here, there were ideas and plans that were idle, sitting on a shelf and not being completed. We needed to show the community first that we were getting things done so they could get excited and buy into other projects. In addition, we had to show that we have a plan to properly use their tax dollars. Lastly, it is important to get everyone to understand their part of the big picture — having the employees understand that they are an ambassador of the city regardless of their positions, and how they fit. People view us as one in the same. Jenks: What advice would you give to a company just starting on a culture- shaping journey? Rohloff: Talk about your vision. Get buy-in from the employees. Ask your employees, "What would you like us to be? How can we be better?" Being successful is having everyone on board, understanding the bigger picture, and instilling the confidence that it can be done. Process improvement isn't a criticism but a growth process. You crawl before you walk, it's OK to try new things, it's OK to fail and that's all part of the process. ■ 2800 E. Enterprise Ave., Appleton, WI | (920) 996-0000 | www.epiphanylaw.com Proactive and holistic approach to Employment Law Compliance HR Consulting Strategy Policies and Procedures