DO THE RIGHT THING.
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. Integrity is not a part-time job.
MAKE QUALITY PERSONAL.
Take pride in the quality of everything you touch and everything you do. Always ask yourself, “Is this my best work?” Everything you touch has your signature. Sign in bold ink.
TAKE OWNERSHIP.
See what needs to be done and do it. Be resourceful and show initiative. Take the next step to solve the problem. Even if it takes doing something that's not in your job description, it's the extra mile that separates the average person from the superstar. Be a superstar.
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.
WALK IN YOUR CUSTOMERS’ SHOES.
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.
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. Make sure every decision is based solely on advancing team goals.
ALWAYS ASK WHY.
Be curious and question what you don’t understand. Encourage and expect healthy and vigorous debate. Respectful, constructive conflict is vital to our company’s health. There’s no better question than “Why?” Never stop asking it.
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.
CREATE MEMORABLE EXPERIENCES.
Do the unexpected. Create experiences that customers will tell stories about. Customer satisfaction is for lesser companies. Blow away customers with heroic customer service.
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.
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 results.
WORK ON YOURSELF.
Be a lifetime learner. Challenge yourself to take risks and get uncomfortable. Be open to feedback and allow yourself to be vulnerable. Growth only happens when we stretch.
BE A TEAM PLAYER.
We each play important roles in the interdependent chain of events required to deliver for our customers. Look for opportunities to assist each other. Position the next person in the chain for success by anticipating their needs and producing quality work. We win and lose as a team.
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 the organization.
FOCUS ON SOLUTIONS.
It’s easy to point out problems. It’s better to identify solutions; but it makes a true difference when you step up and become part of the solution. Apply your creativity, spirit, and enthusiasm to developing solutions, rather than dwelling on problems.
COMMUNICATE TO BE UNDERSTOOD.
The best way to influence others is through your own example. Don’t wait for others to change. Be the change you want to see.
EMBRACE CHANGE.
What got us here is not the same as what will get us to the next level. Be willing to go outside your comfort zone, rather than stubbornly hanging onto old ways of doing things. Think differently. Be flexible and open to new approaches.
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.
BE CARING.
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. Project warmth and compassion in all your interactions - with customers, with vendors, and with each other.
ASSUME POSITIVE INTENT.
Work from the assumption that people are good, and that the intent behind their actions is positive. Set aside your own judgments and preconceived notions. Give people the benefit of the doubt.
ALWAYS MAKE IT BETTER.
Whether it's a relationship, a product, a service, or the community, make a positive difference. Be a source for good. Make the world a better place.
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.
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. Create open space for team members to express themselves without judgment. Listen with care and with empathy. Most importantly, listen to understand.
KNOW THE GOAL.
Ask enough questions to get absolute clarity about the goal or the problem we’re trying to solve. Most wasted effort comes from confusion about the goal. Know the goal with certainty before you begin to work.
SHARE INFORMATION.
Learn to ask yourself, “Who else needs to know this?” Be thoughtful about how and what you share to be as effective as possible. The goal is to give people the data necessary for good decision-making, rather than burdening them with unnecessary information. When in doubt, share more rather than less.
PRACTICE BLAMELESS PROBLEM-SOLVING.
Fix mistakes by focusing on solutions. Then 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.
GET THE FACTS.
Don’t make assumptions. There’s always more to the story than it first appears. Learn to gather the facts before jumping to conclusions or making judgments. Be curious about what other information might give you a more complete picture.
BE A MENTOR.
Take responsibility, both formally and informally, to coach, guide, teach, and mentor others. Sharing knowledge strengthens our team.
KEEP THINGS FUN.
While our passion for excellence is real, remember that the world has bigger problems than a slow computer or a line of code. Keep perspective. Don’t take yourself too seriously. Laugh every day.
LEAD BY EXAMPLE.
The best way to influence others is through your own example. Don’t wait for others to change. Be the change you want to see.
