Description

Presenter: Wayne Marshall, CEO, The Institute 

Turn your “employee handbook” into a living Culture Guide that people use. Led by The Institute’s CEO, Wayne Marshall, this session helps owners and managers transform values into daily behaviors, rituals, and decision filters. Attendees will learn how to co-create clear standards for communication, accountability, and customer experience—then build a rollout plan so the Culture Guide doesn’t sit on a shelf. Expect practical frameworks, real examples, and templates they can implement immediately.

Key Takeaways: 
• Define core values as observable behaviors so hiring, coaching, and promotion are consistent and fair.
• Design a practical Culture Guide structure (mission, values→behaviors, communication standards, meeting rhythms, service principles, escalation paths).
• Establish communication and handoff standards across the front desk, back office, and bays to reduce friction and rework.
• Create simple rituals and recognition that reinforce culture daily (stand-ups, wins, shout-outs).
• Build a rollout and adoption plan with timelines, metrics, and feedback loops to keep the guide alive.