What type of culture is considered the most difficult to change?

A culture that is not service oriented is often considered the most difficult to change because it indicates a deeply ingrained set of values and beliefs that prioritize other factors over customer service. When an organization has a culture that does not emphasize service, employees may become accustomed to practices that do not align with customer satisfaction or engagement. This can create resistance to adopting a more service-oriented mindset, as changing behavior and attitudes involves overcoming established norms and practices that have been in place for some time.

Moreover, shifting an organization's focus toward service excellence requires more than just training or policy changes; it necessitates a fundamental transformation in how employees perceive the importance of customer interaction and satisfaction. Such a shift often demands buy-in from all levels of the organization, which can be challenging when the existing culture does not support these changes.

In contrast, cultures that are service oriented or that prioritize profitability may be more flexible in adjusting their practices to promote customer engagement without as much pushback. A culture that adapts easily to change certainly indicates a willingness to evolve and is more conducive to adopting new practices and improving service delivery.