1
Do The Right Thing, Always
Demonstrate an unwavering commitment to doing the right thing in every action and decision, especially when no one’s looking. Always tell the truth, no matter the consequences.
2
Make Quality Personal
Demonstrate a passion for excellence and take pride in the quality of everything you touch. Have a healthy dislike for mediocrity. Always ask yourself, “Is this my best work?”
3
Deliver Legendary Service
It’s all about the experience. Do the little things, as well as the big things, that surprise people. Create the “WOW” factor that turns customers into raving fans.
4
Honor Commitments
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 deliverable.
5
Get Clear On Expectations
Create clarity and avoid misunderstandings by discussing expectations upfront. End all meetings with clarity about action items, responsibilities, and due dates.
6
Listen To Understand
Listening is more than simply “not speaking.” Give others your undivided attention. Suspend your judgment and be curious to know more, rather than jumping to conclusions.
7
Speak Straight
Speak honestly in a way that helps to make progress. Be willing to ask questions, share ideas, or raise issues that may cause conflict when it’s necessary for team success.
8
Practice Blameless Problem-Solving
Demonstrate a relentless solution focus, rather than pointing fingers. Get smarter with every mistake. Learn from every experience.
9
Take Ownership
Take personal responsibility for making things happen. Be resourceful and show initiative. If you see it, own it, and make sure it gets done. Don’t make excuses.
10
Show Meaningful Appreciation
Recognize people doing things right, rather than pointing out when they do things wrong. Regularly extend meaningful acknowledgment and appreciation throughout our organization.
11
Be A Fanatic About Response Time
Respond to questions and concerns quickly. This includes acknowledging that we got the question and keeping those involved continuously updated on outstanding issues.
12
Deliver Results
While effort is important, people expect results. Set high goals, use measurements to track your progress, and hold yourself accountable for achieving those results.
13
Be willing to do whatever it takes to accomplish the job… plus a little bit more. It’s the extra mile that separates the ordinary from the extraordinary.
14
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. Help each other to succeed.
15
Be Relentless About Improvement
Regularly evaluate the way we work to find ways to improve. Guard against complacency. Find ways to get things done better, faster, and more efficiently.
16
“Bring It” Every Day
Have a passion for what we do and be fully engaged. Approach every task with energy, focus, purpose, and enthusiasm. Work with a sense of urgency.
17
Embrace Change And Growth
What got us here is not what will get us to the next level. Get outside your comfort zone. Be excited by the possibilities that change and growth bring.
18
Think And Act Like An Owner
Make decisions by asking yourself, “What would I do if this were my company?” Be a good steward of our resources.
19
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.
20
Look Ahead And Anticipate
Solve problems before they happen by anticipating future issues and addressing them in advance. Preventing issues is always better than fixing them.
21
Reduce Or Eliminate Waste
Look for opportunities to reduce wasted time, money, materials, and effort. Our job is to do it right, and to do it fast, without sacrificing quality or safety.
22
Be Curious
Challenge and question what you don’t understand. Don’t accept anything at “face value” if it doesn’t make sense. Dig deeper to go beyond the expected.
23
Create A Great Impression
Every conversation, phone call, and email sets a tone and creates an impression. Be sure you’re setting a tone that’s friendly, warm, and helpful.
24
Take Pride In Our Appearance
Your personal appearance makes a strong statement about the pride you take in your performance. The appearance of our facilities makes a similar statement about quality.
25
Be Vigilant About Safety
Know and practice the safety procedures for your job. Watch out for the safety of your teammates. Never take shortcuts that compromise safety.
26
Pay Attention To The Details
Missing just one detail can have an enormous impact. Be a fanatic about accuracy and precision. Get the details right the first time.
27
Treasure Our Reputation
We’re all responsible for our company’s image and reputation. Consider how your actions affect our collective reputation, and be a proud ambassador.
28
Work Smart
Be organized and plan your work for maximum efficiency. Have all the tools necessary before starting. Know the priorities and work on them first.
29
Contribute To Profit
We’re in business to deliver value for customers while making money. Look for ways to increase sales, develop new customers, and control expenses.
30
Keep Things Fun
While our passion for excellence is real, remember to keep perspective. Don’t take things personally or take yourself too seriously. Laugh every day.
