Describes the behaviors, principles, and practices that are the foundation of our unique culture. It explains how we relate to our customers, each other, and even our vendors and sup-pliers. It’s who we are, and it’s what drives our extraordinary success.
- DO THE RIGHT THING, ALWAYS.
Demonstrate an unwavering commitment to doing the right thing in every action you take and in every decision you make, especially when no one’s looking. Always tell the truth, no matter the consequences. If you make a mistake, own up to it, apologize, and make it right. - MAKE QUALITY PERSONAL. Demonstrate a passion for excellence and take pride in the quality of everything you touch and everything you do. Have a healthy dislike for mediocrity. Good is not good enough. Always ask yourself, “Is this my best work?”
- DELIVER LEGENDARY SERVICE.
It’s all about the experience. With every experience, do the little things, as well as the big things, that surprise people. Make every interaction stand out for its helpfulness. Create the “WOW” factor that turns customers into raving fans. This includes both internal and external customers. - HONOR COMMITMENTS.
Do what you say you’re going to do, when you say you’re going to do it. This includes being on time for all phone calls, appointments, and meetings. If a commitment can’t be fulfilled, notify others early and agree on a new deliverable to be honored. - GET CLEAR ON EXPECTATIONS.
Create clarity and avoid misunder- standings by discussing expectations upfront. Set expectations for others and ask when you’re not clear on what they expect of you. End all meetings with clarity about action items, responsibilities, and due dates. - LISTEN TO UNDERSTAND.
Listening is more than simply “not speaking.” Give others your undivided attention. Be present and engaged. Minimize the distractions and let go of the need to agree or disagree. Suspend your judgment and be curious to know more, rather than jumping to conclusions. - SPEAK STRAIGHT.
Speak honestly in a way that helps to make progress. 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. Be courageous enough to say what needs to be said. Address issues directly with those who are involved or affected. - PRACTICE BLAMELESS PROBLEM-SOLVING.
Demonstrate a relentless solution focus, rather than pointing fingers or dwelling on problems. Identify lessons learned and use those lessons to improve ourselves and our processes so we don’t make the same mistake twice. Get smarter with every mistake. Learn from every experience. - TAKE OWNERSHIP.
Take personal responsibility for making things happen. It’s never someone else’s job or someone else’s fault. Be resourceful and show initiative. If you see it, own it, and make sure it gets done. Don’t make excuses. - SHOW MEANINGFUL APPRECIATION.
Recognize people doing things right, rather than pointing out when they
do things wrong. Regularly extend meaningful acknowledgment and appreciation — in all directions throughout our organization. - BE A FANATIC ABOUT RESPONSE TIME.
Respond to questions and concerns quickly, whether it’s in person, on the phone, or by e-mail. This includes simply acknowledging that we got the question and we’re “on it,” as well as keeping those involved continuously updated on the status of outstanding issues. - DELIVER RESULTS.
While effort is important, people expect results. Follow up on everything and take responsibility to ensure that tasks get completed. Set high goals, use measurements to track your progress, and hold yourself accountable for achieving those results. - GO THE EXTRA MILE.
Be willing to do whatever it takes to accomplish the job . . . plus a little bit more. Whether it’s starting early, staying late, or doing something that’s not in your job description, it’s the extra mile that separates the ordinary from the extraordinary. - THINK TEAM FIRST.
It’s not about you. Don’t let your ego or personal agenda get in the way of doing what’s best for the team. Be there for each other and be willing to step into another role or help a co-worker when that’s what’s required for success. Help each other to succeed. - BE RELENTLESS ABOUT IMPROVEMENT.
Regularly evaluate the way you/we work 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. Guard against complacency. Find ways to get things done better, faster, and more efficiently. - “BRING IT” EVERY DAY.
Have a passion for what we do and be fully engaged. Make the most of each day by approaching every task with energy, focus, purpose, and enthusiasm. Work with a sense of urgency to get things done. - EMBRACE CHANGE AND GROWTH.
What got us here is not the same as what will get us to the next level. Get outside your comfort zone, rather than stubbornly hanging on to old ways of doing things. Be excited by the possibilities that change and growth bring. Be flexible. - 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 a good steward of our resources. - DO WHAT’S BEST FOR THE CLIENT.
In all situations, do what’s best for the client, even if it’s to our own short-term detriment. Put their needs ahead of our own. There’s no greater way to build a reputation than to steadfastly do what’s right for others. Every day. - LOOK AHEAD AND ANTICIPATE.
Solve problems before they happen by anticipating future issues, planning for contingencies, and addressing them in advance. Work with appropriate lead times. Preventing issues is always better than fixing them. - REDUCE OR ELIMINATE WASTE.
Look for opportunities to reduce or eliminate wasted time, money, materials, and effort. Our job is to do it right, and to do it fast, without sacrificing competi-tiveness, quality, or safety. - BE CURIOUS.
In the search for the best solutions, chal-lenge and question what you don’t under-stand. Don’t accept anything at “face value” if it doesn’t make sense to you. Be curious, ask thoughtful questions, and listen intently to the answers. Dig deeper to go beyond the expected. Ask the extra question. - CREATE A GREAT IMPRESSION.
Every conversation, phone call, e-mail, letter, and even voicemail, sets a tone and creates an impression. Pay attention to every interaction and be sure you’re setting a tone that’s friendly, warm, and helpful. - TAKE PRIDE IN OUR APPEARANCE.
Your personal appearance makes a strong statement about the pride you take in your performance. Dress neatly and professionally. The appearance of our facilities makes a similar statement about the quality of our work. Take responsibility to see that our environment is clean, neat, and professional. - BE VIGILANT ABOUT SAFETY.
Know and practice the safety procedures for your job. Watch out for the safety of your teammates as well, for we’re all part of our company’s family. Never take shortcuts that compromise your safety or that of your teammates. - PAY ATTENTION TO THE DETAILS.
Missing just one detail can have an enormous impact on a job. Be a fanatic about accuracy and precision. The goal is to get things right, not simply to get them done. Double-check your work. Get the details right the first time. - TREASURE, PROTECT, AND PROMOTE OUR REPUTATION.
We’re all responsible for, and benefit from, our company’s image and reputation. Consider how your actions affect our collective reputation, and be a proud ambassador for the company. - WORK SMART.
Be organized and plan your work for maximum efficiency. Have all the tools necessary before starting your work. Look ahead and be thoughtful about your schedule. Have a game plan for your calls, your tasks, and your workday. Know the priorities and work on them first. - CONTRIBUTE TO PROFIT.
We’re in business to deliver value for our customers while making money. We all play a role in building revenue that exceeds our expenses. Look for ways to increase our sales, develop new customers, and control our expenses. - 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.
