A Culture of Authenticity
By Raina Massand
Change and Opportunity
To say the last two years have been full of changes would be a gross understatement of the obvious. Two years ago this month, I reached out to you all regarding the loss of our founder and shining light, Deepak Massand. The loss along with the incredible ride that we have been on leading up to the announcement of our recent merger have reminded us all how powerful it is to have wonderful clients, teams, co-workers and support systems through the changes.
If someone had asked me in December of 2015 if I viewed change as an opportunity, I probably would have stuttered my way through an unconvincing response. Today, as I look forward, I can honestly say that change has always been coupled with opportunity. Those pivotal moments helped us see the loyalty of our clients, bond as a team, and realize that our core values could withstand the test of adversity, challenge, growth and time.
Many of you, as friends and clients of Litera, have likely seen or heard our core values repeated unchanged since the company first started. The words “Value”, “Integrity”, “Innovation” and “Customer Satisfaction” have adorned many a slide deck and presentation. These core principles have guided us forward like a compass. They have allowed us to build a network of clients, colleagues and friends who know and trust what we believe in. That network has been the strength of Litera throughout the last several years.
The Authenticity of Our Values
Our values are our organizational DNA. I’ve often referred to our values internally as the “magic” or the “special sauce” that have grown a dream like Litera from a dinner table discussion into one of the leading vendors in the document content lifecycle space. Our values have remained the same since day one, because they are truly who we are. They are authentically Litera.
I’ve spent a lot of time thinking about our integrity specifically. It’s a key component to success in every organization. How our behaviors and actions demonstrate our core values to our customers is extremely important. “Value”, “Innovation” and “Customer Satisfaction” are much easier to measure by way of awards, new products, patents, industry accolades and client references. Hopefully each of you can say your own experience with Litera has matched those key goals, but how do you measure the impact of “Integrity”?
There certainly aren’t standard metrics or awards given for integrity. Science cannot quantify its value, but it is recognized in the way we behave and lead when we aren’t customer-facing. How do our values play a role in how we work within our organization versus outside of it? Why would that matter to you as a customer?
Demonstrating Our Commitment to Integrity
Recent studies have shown that businesses who treat their own employees as well as they treat loyal customers have some of the highest rates of success and the best overall customer service (check out a great article about Sir Richard Branson). I can think of no better way to demonstrate our commitment to integrity and all our core values than to share some direct quotes from a recent anonymous internal poll we did regarding employee experiences working at Litera.
“Coming to Litéra was the best decision I could have made for my career and my family. Litéra allowed me to grow as a professional and leader, branch out of my comfort zone to expand my knowledge base, and truly became a second family to me. It’s commitment to customers and its team members is rivaled by no other organization I have been a part of in my career. It’s commitment to a healthy work-life balance and doing what is right for its team members is something all organizations should strive for.”
“The leadership team at Litera truly lives by each of the values that they have placed in high importance within the company. Every person, regardless of role or title, is willing to roll up their sleeves, do the work and contribute to serving our clients and teams. When the word ‘team’ is used at Litera, it truly means ‘Together Everyone Achieves More.’ Litera cares about customers and each other. The focus on doing the right thing for people and being action-oriented and responsive is prevalent across the board. I have never had a workplace before where I felt more like part of the whole organization instead of just a piece of one department.”
“Litera has been a once in a lifetime journey through personal and professional development. I’ve acquired business acumen and skills that will be with me throughout my career. Boastfully I would tell you that this happened under the watchful and caring eye of a founder and leadership team that could be described as best of the best. I have learned the importance of humility and putting aside egos to fully align with organizational growth. Finally, my greatest lesson learned is that true success can only be measured by how much you help others and improve their situation; employees and customers alike.”
“I like that we are customer-focused and action-oriented. Our jobs are broad, and we can get involved in other areas if it’s the right thing to do for the customer. Everyone can make a difference in any area of the business. Decisions are made quickly without any bureaucracy. When we fail we know that we are accountable, but that someone in the org. will always ‘have our back.’ The leadership team has a bond and a level of trust and friendship that I have not experienced to this level before.”
“Working at Litera has been the highlight on my long working career. The relationships of trust within the Litera team and – perhaps more importantly – with Litera’s clients – has allowed me personally to succeed ethically and fail safely. The Litera culture mirrors my own values, putting service to others before all else. Thank you to my colleagues and clients for this professional experience of a lifetime.”
“It has been a pleasure to be a part of the Litéra family and work for a futurist company that provides me the opportunity to leverage my skills in an environment of ownership that has continually ensured organizational success and the best client service possible.”
“Working with Litéra is like working with your family and friends. Everyone works together to deliver the best products and provide the best customer experience.”
“Working at Litéra has given me an opportunity to work with a company that delivers excellent products with integrity and reliability. Our goal is to provide outstanding customer experiences while staying true to the motto of “always do the right thing.”
Into the Future with Confidence
As 2018 brings on the excitement of our new merged organization, we’ve been fortunate to receive feedback from so many of you on what you think of us, our products/innovation, our value, our customer service and the overall feeling of being a Litera client. The feedback seems to also have one underlying question regarding the future, “What will the new organization ‘be’ like?”
The question, like our core values, is likely not something that can be answered in a short memo, but rather something each of you will experience with us as we embark on our growing adventure. There is one thing for sure, as team Litera, we are who we are – authentically and always. In 2018 the words we use to convey our core values may change, but the intent and action behind the words will never change—that is the beauty and simplicity of authenticity—that my friends, is our magic.