I have currently been working hard on my mortgage company, and I realized that even though I have owned the company for over 8 years, there is something missing from my business plan.
Even though our company is recognized by most in our area as a successful, professional company, we are still missing that critical element of "who we are".
Culture includes how we answer the phone, to how we interact with clients, to how we market to our clients, to how we market to potential new employees. It's how we dress. It's the design of of our office. It's us.
Sure, there are mission statements and action plans, but without a detailed path as to the cutlure we want to create, they are meaningless.
Culture should be the first paragraph in a business plan, not the last.