A recorded conversation (podcast/video) between Chris Collins and Christian exploring what organizational culture really is, why clear rules and boundaries (‘law and order’ / a non‑negotiable 'murder line') matter, and which behaviors disrupt culture in service departments. Early material contrasts culture with chaos and introduces ‘culture killers’ with a light example (the disruptive dad‑joke teller).
Chapters
I love talking about culture because most of the time people have culture wrong. They don't understand what culture is.
Hugs and pants.
Yeah. Maybe explain to everybody what culture is before we go through the culture killers. What is culture? Christian? And it's not a pig in the shower.
Yes. Culture is law and order.
Unpack that.
So the, the, the. My favorite example that you give is you'll ask, why is America the best country in the world to live in? And everyone will say, growing up in.
Mexico, I had a different experience. I was a missionary as kid in Mexico.
That's right. And people say things, well, we got freedom here. We can vote, we can talk about whatever we want. But the real reason that this is one of the best countries in the world to live in is because we can walk down the street and, and for the most part be really comfortable that no one's going to walk up to us and shoot us in the face. So there's repercussions for our behaviors in this country. That's what makes it so wonderful is the fact that there's a level of protection because we have rules that everyone has to abide by. And if you don't abide by the rules, there's consequences. And then to your point where you grow up and you see things at 5 years old in Mexico that no human should ever have to see is you talked about how someone would be dead on the street and they would sit there for five days like it just was a thing that happened because there wasn't law and order.
Right. And it's, it's sending a message that.
The preference is that they had to stay there. Right. So, I mean, so yeah, there has.
To be law and order.
There does.
There have to be rules and you have to have what we call is a murder line.
Yep.
There has to be some point of, okay, this doesn't work anymore.
Yeah. And it's completely non negotiable.
You can call it boundaries, you could call it whatever you want, but there has to be a murder line. And so when we talk about things that kill the culture, which when I ask people like, hey, what is culture? They usually get it wrong. And then I say, well, what's the opposite of culture? And then they usually kind of get it right. And that's chaos. Right. So the opposite of culture is chaos. So what sort of things. Throw a service department into chaos is another way to approach this. Right.
Yeah. And I think that, yeah, the. It's almost easier to connect that dot.
Yeah.
It's like what causes chaos in service department, as opposed to the culture killers. But they're the same exact answers.
And so the first one I have here, the number one killer of culture in your service department is a guy that tells dad jokes all the time.
Yeah. That will confuse everyone. I mean, only 32% of people that receive dad jokes get them. So that's a huge problem.
Now we're doing science on this. You're standing at out there asking people.
