Archive for the Fundamentals Category

10.
Be Positive

You have the power to choose your attitude. Choose to be positive, optimistic, and have genuine enthusiasm. Assume positive intent in others and give people the benefit of the doubt. Your attitude is contagious. Spread optimism and positive energy.

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9.
Think and Act
Like a Leader

Titles don’t make someone a leader, actions do. Be willing to make tough decisions in the best interest of the company. Work to drive our mission forward. Hold strong convictions and voice your ideas constructively. Be empathetic to those around you. Lead by example.

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8.
Take Ownership

Take personal responsibility for making things happen. Respond to every situation by looking for how we can do it, rather than explaining why it can’t be done. Be resourceful and show initiative. Don’t be a victim and don’t make excuses. If you see it, own it. Find a way to get things done.

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7.
Practice Blameless Problem-Solving

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 resolved, identify lessons learned to improve ourselves and our processes so we don’t make the same mistake twice. Get smarter with every mistake. Learn from every experience.

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6.
When In Doubt, Communicate Personally

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 confirm your understanding.

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5.
Deliver a
Legendary Experience

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 out for its helpfulness. Create the “WOW” factor that turns customers into raving fans.

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4.
Be a Fanatic
About
Response Time

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 involved continuously updated on the status of outstanding issues.

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3.
Take Pride
in Your Work

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, “Is this my best work?”

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2.
Do What’s Best
for the Customer

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. There’s no greater way to build a reputation than to steadfastly do what’s best for others. Every day.

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1.
Act With
Integrity

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.

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