A successful culture
The 24 Center emergency call centre for building services has established itself among customers. The innovative company, which will soon spread to all Nordic countries, emphasises a bold culture where adversity is seen as an opportunity and mistakes as learning opportunities.
Located in the business centre of Vantaa, next to highways and shopping centres, 24 Center has established itself over the years in the building services sector and in its network of partners. The new and innovative business has responded to the rapidly changing needs of today's world, and in the midst of everyday work, the company's culture has played a major role.
"The culture is reflected externally and always communicated to the end customer"
It is important to be aware of the culture
A company's culture is like a mirror: it reflects internal actions and intentions to all stakeholders and external observers. Delivering on promises made and coping with the fast-cycle changes of today's world is constantly being observed, even if you are not aware of it.
"The culture is reflected externally and always communicated to the end customer," says Joose Pinomaa, CEO. "For example, it is reflected in our customer service and the way we respond to our customers' needs."
24 Center shows that a company's culture is more than just phrases on paper or pretty rhetoric on a website. At the heart of everything is the employee, the customer and the community - in other words, the person. It is up to these people to implement the strategy that is the cornerstone of 24 Center.
"Our people at every level are doing the kind of work that drives our strategy forward," says Pinomaa. "24 Center's strategy has actually shaped our culture into what it is today. We have a clear vision and clear goals, and these are driven forward by a culture of self-driven action."
Courage to try and go into the unknown is at the heart of the culture
24 Courage is one of the hallmarks of the Center's culture. It means a very broad approach to business and the world. When a completely new way of dealing with building services problems and serving customers emerges on the market, it requires not only extensive groundwork but also courage in the chest. Add to this the interest rate pandemic and the dark clouds it cast over the skies of almost all entrepreneurs, and the culture was bound to become bold.
"In a very volatile global pandemic situation, we dared to expand our operations abroad," says Pinomaa, referring to their experiment in Sweden, which got off to a good start. "But it required a real willingness to go the extra mile, to tolerate uncertainty and to be brave."
Although the era of the corona is not yet completely over, the young and innovative 24 Center community is already looking beyond. The vision is to expand first to Norway, and then to other Nordic countries. The mirror reflects outwards the spirit of the culture that burns within the staff: the courage to try and step into the unknown.
Mistakes teach and educate
Another important part of 24 Center's culture is its approach to mistakes and failures. They are not just seen as negative blows, but as opportunities to learn and grow into a better version.
"in everyday work, there is no need to be afraid of mistakes and failures"
"Mistakes are valuable!" Joose Pinomaa concludes. According to him, looking at them is a learning process, and analysing them in a good spirit is always an opportunity for something better. 24 Center also dares to fail in the midst of successes, which creates an immediate and supportive atmosphere in the work community. This has created a culture in the company where mistakes are approached through learning and encouragement, in contrast to the usual model.
Not having to fear mistakes and failure in everyday work also helps to foster innovation and the emergence of new ideas. Ideas are not stifled, mistakes are not punished and failures are not shamed. Such a culture allows room to breathe and enables the company to change and innovate in line with modern needs.
Culture should be guided, not imposed
24 The Center's culture is very much about courage and learning new things. Employee Tatu Laukkanen describes the atmosphere at work as flexible and motivating. "It is important that customers receive the best possible service," he says. "That's what this is all about in the end, a good customer experience."
Managing Director Joose Pinomaa is happy with his work community and the culture there. The strategy creates a way of working, and every employee contributes to 24 Center's successful culture every day.
"If I started to impose a certain kind of culture here, I'd go to the woods," Pinomaa concludes. "It all starts with these people here. You can't impose policies, you have to guide them."
