DO WHAT’S BEST FOR THE CUSTOMER

In all situations, act in the best interests of our customer, even if it’s to our own detriment. There’s no greater way to build a reputation than to earn the trust of those we serve, and there’s no greater way to build trust than to do what’s right for others. Every day.

MAKE QUALITY PERSONAL

Take pride in the quality of everything you touch and everything you do. Always ask yourself, “Is this my best work?” Every aspect of your work, and even your personal appearance, has your signature and makes a statement about you. Make sure it’s a statement of excellence.

ACT WITH INTEGRITY

Demonstrate an unwavering commitment to doing the right thing in every action you take and in every decision you make, even when no one’s looking. Always tell the truth. If you make a mistake, own up to it, apologize, and make it right. Be impeccable with your word.

HONOR COMMITMENTS

Deliver on your commitments every time. This includes being on time for all phone calls, appointments, meetings, and promises. Do what you say you’re going to do, when you say you’re going to do it. If a commitment can’t be fulfilled, notify others early and agree on a new commitment to be honored.

“WOW” THE CUSTOMER

Express genuine appreciation to our customers, for our business wouldn’t exist without them. Do the unexpected. Create experiences that customers will tell others about. Customer satisfaction is for lesser companies. Amaze people with experiences that create customer loyalty.

TAKE OWNERSHIP

Take personal responsibility for making things happen – somehow, someway. Respond to every situation by looking for how we can do it, rather than explaining why it can’t be done. Be resourceful and show initiative. Don’t make excuses. Take the extra step to solve the problem. See issues through to their completion.

RESPOND TO PROBLEMS WITH GRACE

Always take the high road. Seek to understand others’ perspective and approach issues with the right heart. When delivering difficult or complex messages, or in emotionally charged situations, err on the side of speaking “live” rather than using e-mail or voicemail. Remember that how you communicate is as important as what you communicate.

BE A FANATIC ABOUT RESPONSE TIME

People expect us to respond to questions and concerns quickly, whether it’s in person, on the phone, or by e-mail. Keep all those involved continuously updated on the status of outstanding issues. Getting back to people promptly is one way to demonstrate your passion for excellence.

GET CLEAR ON EXPECTATIONS

Create clarity and avoid misunderstandings by discussing expectations upfront. Establish mutually understood objectives and deadlines for all projects, issues, and commitments. Wherever appropriate, confirm expectations in writing.

CHECK YOUR EGO AT THE DOOR

It’s not about you. Don’t let your ego get in the way of doing what’s best for the team. Worrying about who gets credit or taking things personally is counterproductive. Demonstrate humility and make sure every decision is based on advancing team goals and doing what’s best for the customer.

COMMUNICATE WITH EXCELLENCE

Know your audience. Speak and write in a way that they can easily understand. Avoid using internal lingo, acronyms, and industry jargon. Use the simplest possible explanations. Proofread your writing, including e-mails, as every customer interaction is a reflection of our company.

LISTEN GENEROUSLY

Listening is more than simply “not speaking.” Give people your undivided attention. Be present and engaged. Quiet the noise in your head and let go of the need to agree or disagree. Listen with care and with empathy. Most importantly, listen to understand.

SPEAK STRAIGHT

Speak honestly in a way that moves the action forward. Make clear and direct requests. Say what you mean, and be willing to ask questions, share ideas, or raise issues that may cause conflict when it’s necessary for team success. Address issues directly with those who are involved or affected.

DELIVER RESULTS

While effort is appreciated, we reward and celebrate results. Set high goals, use measurements to track your progress, and hold yourself accountable for achieving those results.

THINK AND ACT LIKE AN OWNER

Make decisions by asking yourself, “What would I do if this were my company? What would I do if this were my own money? Will this help the company to succeed?”

BE PROACTIVE

Plan your work. Solve problems before they happen by anticipating future needs and addressing them today. Preventing issues is always more effective than fixing them.

PRACTICE BLAMELESS PROBLEM-SOLVING

Apply your creativity, spirit, and enthusiasm to developing solutions, rather than pointing fingers or dwelling on problems. Identify lessons learned and use those lessons to improve our processes so we don’t make the same mistake again. Get smarter with every mistake. Learn from every experience.

PAY ATTENTION TO THE DETAILS

Whether it’s getting the specs on the quote right, or getting the correct shipping address, or creating purchase orders and invoices, details matter. Double-check your work for accuracy and precision. Accuracy is a reflection of excellence.

BRING YOUR “A” GAME EVERY DAY

Everyone is needed and everyone’s important. Be here and be fully engaged. Make the most of each day by approaching every task with energy, focus, purpose, and enthusiasm.

THINK TEAM

Consider how your actions impact your teammates. Be willing to step into another role or help a co-worker when that’s what’s required for success. There’s no such thing as one person or one department succeeding and another falling short. We win and lose as a team.

CONTINUOUSLY SEEK IMPROVEMENT

Regularly reevaluate every aspect of your job to find ways to improve. Don’t be satisfied with the status quo. “Because we’ve always done it that way” is not a reason. The most successful people and organizations are in a never-ending pursuit of improvement.

FIX PROBLEMS AT THE SOURCE

Address issues by discovering the root cause rather than simply tackling the symptoms. It’s better to invest time in developing a long-term solution rather than simply putting on a “Band-Aid.”

ASSUME POSITIVE INTENT

Work from the assumption that people’s intentions are good and that the thought behind their actions is positive. Set aside your own judgments and preconceived notions. Give people the benefit of the doubt.

DO IT RIGHT THE FIRST TIME

The goal is to get things right, not simply to get them done. While we always want to work with a sense of urgency, sometimes we need to slow down in order to speed up. Double-check your work.

BE PROCESS-ORIENTED

Look to create processes for every aspect of your work, and then turn those processes into habits to achieve consistent results. Strong processes are essential for creating clear internal expectations and consistent customer experiences.

INVEST IN RELATIONSHIPS

Make decisions that enhance long-term relationships. Consider the effect your actions and decisions will have on cultivating enduring partnerships. Keep in mind that our goal is to create long-term success.

CELEBRATE SUCCESS

Catching people doing things right is more effective than catching them doing things wrong. Regularly give, receive, and ask for meaningful acknowledgement and appreciation – in all directions throughout our company.

ALWAYS REMEMBER THAT WE’RE A FAMILY

Our relationships go deeper than simply being teammates at work. We genuinely care for and about each other. Whether it’s a kind word during a tough stretch, a friendly smile each morning, or a helping hand in stressful times, show your compassion. Eliminate gossip from our environment.

KEEP THINGS FUN

While our passion for excellence is real, remember that the world has bigger problems than the daily challenges that make up our work. Stuff happens. Keep perspective. Don’t take things personally or take yourself too seriously. Laugh every day.