In the fast-paced world of cinema, where every frame counts and audience expectations are sky-high, your company culture plays a pivotal role in your overall success.

At CineTRAIN, we understand that fostering a thriving work environment is just as crucial, and is indeed a critical component, in delivering a flawless cinematic experience for moviegoers. And as Guest Experience is a direct driver of movie theatre revenue and success, the importance of culture cannot be overstated.

This two-part series will explore the critical difference between cultivating an intentional company culture that builds success and allowing an accidental one to take root and sow chaos. We’ll delve into why culture matters, how it impacts your bottom line, and how to take control of its development.

Company culture is the shared set of values, beliefs, and behaviors that shape the workplace experience. It’s the “how” behind the “what” you do. A strong, positive culture isn’t just a feel-good perk; it’s a strategic advantage. Think of it as the engine that drives your organization forward.

Why is it so important? Because it directly impacts your bottom line!

A positive culture attracts and retains top talent.

High employee retention translates to a more experienced, skilled workforce which in turn leads to improved customer experiences.

And exceptional customer experiences? They drive revenue through increased spending and customer loyalty.

So what does this mean in real life? In the cinema industry, where customer experience is paramount, a strong company culture is not just a nice-to-have; it’s a must-have for success. By prioritizing employee well-being and fostering a positive work environment, movie theatre operators can create a virtuous cycle of happy employees, delighted customers, and increased revenue.

A positive and supportive work environment attracts and retains top talent. Employees who feel valued, respected, and have opportunities for growth are more likely to stay with the company.

High employee retention translates to a more experienced, skilled workforce. Experienced employees are better equipped to handle customer inquiries, resolve issues, and provide exceptional service.

High employee turnover is expensive. The costs associated with recruiting, hiring, onboarding, and training new employees can significantly impact your bottom line. When employees leave, you lose not only their skills and experience but also the time and resources you invested in them. When you improve retention, by default you minimize these costs and maximize your return on investment in your workforce.

Happy customers are more likely to return, spend more money, and recommend the business to others. Positive word-of-mouth marketing is invaluable.

Culture develops whether you actively shape it or not. The question is: do you want to be the architect of your culture, or a passive observer?

An accidental culture arises when employee behavior isn’t aligned with the organization’s mission, vision, and values. It’s what happens when no one is paying attention, when core expectations are unclear, and leadership provides minimal direction. Over time, these unguided behavioral tendencies solidify, becoming the de facto company culture – often with unintended and undesirable consequences.

Accidental cultures often operate on three types of values:

• Accidental: These values develop organically, often born out of necessity or circumstance. They may not be ideal, but they are real and influential.
• Permission to Play: These are the baseline expectations, the minimum requirements for being part of the team. While essential, they can be generic and lack depth.
• Aspirational: These are the values the organization wants to embody, but hasn’t yet achieved. While important, they are not currently reflective of the actual culture.

An intentional culture, on the other hand, is a deliberate and strategic effort. It involves taking specific actions to align the organization’s mission and objectives with its core values. It requires leadership to continuously cultivate, reinforce, and regulate those values and behaviors.

A helpful framework for building an intentional culture involves a structured approach to planning and execution. It begins with a clear understanding of your organization’s fundamental purpose and extends to the specific actions you’ll take to achieve your goals. To remember this framework, consider the acronym M.O.S.T.:

Several warning signs that your culture may have developed accidentally and is in need of a course correction:

If these red flags are waving, it’s time to take a hard look at your company culture and consider the benefits of building a more intentional and strategic approach. Part 2 of this series, Creating an Intentional Cinema Culture: A Roadmap for Success, is a step-by-step guide, with real-life examples, that walks you through the practical steps to cultivate a thriving, intentional culture within your organization.