Insights

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.

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. Always ask “What else can I do?”

In the search for the best solutions, challenge and question existing precedent. Approach problems from different angles. Look at things with a fresh perspective and consider new approaches. Think outside the box.

Make real progress every day to address important issues and avoid resorting to firefighting mode. Gather the relevant facts and evaluate your options thoroughly, then get moving. Activity can be disguised as productivity so be relentless about moving forward. There are great opportunities and great hazards every day—look for ways to be successful. Challenges are an opportunity to exceed!

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.

Before others can understand what to do or how to do it, they must first understand why. Explain the big picture. The more people understand the reason for what we’re doing, the more actively they can participate in the solution.

Recognizing people doing things right is more effective than pointing out when they do things wrong. Make it a point to celebrate success. Regularly extend meaningful acknowledgment and appreciation — in all directions throughout our organization.

Be organized and plan your day for maximum efficiency. Have all the tools necessary before starting your work. Be thoughtful about your schedule, and have a game plan for your calls, your tasks, and your workday. Know the priorities and work on them first.

Create clarity and avoid misunderstandings by discussing expectations upfront. Set expectations for others and ask when you’re not clear on what they expect of you. Get absolute clarity about the goal or problem we’re trying to solve, and what success looks like. Know the goal with certainty before you begin to work.

Be relentless about your own improvement. Seek out and take advantage of every opportunity to gain more knowledge, to increase your skills, and to become a greater expert. Create your own destiny.

Our biggest chance to shine is when the customer is at their lowest point, struggling with what seems like an insurmountable problem. See these situations as opportunities and do what it takes to amaze them. The bigger the problem, the greater our chance to shine. Always remember, issues are an opportunity to create value.

Seek to understand things that don’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 questions.

Take responsibility, both formally and informally, to coach, guide, teach, and mentor others. Share the best practices you’ve developed so that the whole organization becomes more effective and more efficient. Learn to ask yourself, “Who else can benefit from this knowledge?”

Always create a professional impression, be it in your tone in a phone call or email, your attire, or your actions with customers and coworkers. Pay attention to every interaction and be sure you’re setting a tone that’s friendly, warm, and helpful.

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, meetings, and promises. If a commitment can’t be fulfilled by the deadline, communicate as soon as possible and agree on a new commitment.

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 brings. Be flexible and adapt.

Speak honestly in a way that helps to make progress. Say what you mean, and be willing to ask questions, give feedback, 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.

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. Above all, listen to understand.

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 and company. Be there for each other and be willing to step into another role, help a coworker, or pitch in wherever necessary when that’s what’s required for success.

Solve problems before they happen by anticipating future issues, appropriate planning, including for contingencies, and addressing them in advance. Be sure to take into account the necessary lead time for each step in a process. Preventing issues is always better than fixing them.