Demonstrate a relentless solution focus, rather than pointing fingers or dwelling on problems. Pinpoint the issue, develop a plan, communicate the plan, and then execute to resolve the issue. Once res ...

When delivering difficult or complex messages, or in emotionally charged situations, pick up the phone and speak “live” versus hiding behind text or email. Where appropriate, follow-up in writing to c ...

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, both with internal and external customers, stand ou ...

Respond to questions and concerns quickly, whether it’s in person, on the phone, or by email. This includes simply acknowledging that we got the question and we’re “on it,” as well as keeping those in ...

Demonstrate a passion for excellence and take pride in the quality of everything you touch and everything you do. Have a healthy disdain for mediocrity. Good is not good enough. Always ask yourself, “ ...

In all situations, do what’s best for the customer, even if it’s to our own short-term detriment. Know and understand their challenges and frustrations so you can more effectively meet their needs. Th ...

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 consequenc ...