1. EMBRACE CHANGE AND GROWTH.
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 and growth bring. Be flexible.
2. WALK IN THE SHOES OF THOSE WE SERVE.
Understand your customers' world. Know their challenges and frustrations. See the world from their perspective. The better you understand them, the more effectively you can anticipate and meet their needs.
3. HONOR COMMITMENTS.
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, and meetings. If a commitment can’t be fulfilled, notify others early and agree on a new deliverable to be honored.
4. GET CLEAR ON EXPECTATIONS.
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. End all meetings with clarity about action items, responsibilities, and due dates.
5. LISTEN TO UNDERSTAND.
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.
6. SPEAK STRAIGHT.
Speak honestly in a way that helps to make progress. 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. Be courageous enough to say what needs to be said. Address issues directly with those who are involved or affected.
7. BE PROCESS DRIVEN.
Create systems and processes that support our ability to perform with consistency. Strong processes are the foundation of organizational effectiveness.
8. PRACTICE BLAMELESS PROBLEM SOLVING.
Demonstrate a relentless solution focus, rather than pointing fingers or dwelling on problems. Identify lessons learned and use those lessons to improve ourselves and our processes so we don’t make the same mistake twice. Get smarter with every mistake. Learn from every experience.
9. MAKE QUALITY PERSONAL.
Demonstrate a passion for excellence and take pride in the quality of everything you touch and everything you do. Have a healthy dislike for mediocrity. Good is not good enough. Always ask yourself, “Is this my best work?”
10. 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 make excuses or wait for others to solve the problem. See issues through to their completion.
11. BE A FANATIC ABOUT RESPONSE TIME.
Respond to questions and concerns quickly, whether it’s in person, on the phone, or by e-mail. 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.
12. DO THE RIGHT THING, ALWAYS.
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.
13. SHARE INFORMATION.
With appropriate respect for confidentiality, share information freely throughout our organization. The more people know, the better we can collaborate. Learn to ask yourself, “Who else needs to know this?”
14. FIX PROBLEMS AT THE SOURCE.
Address issues by discovering the root cause rather than simply tackling the symptoms. It’s better to invest time in developing a long-term solution rather than simply applying a “Band-Aid.”
15. SHOW MEANINGFUL APPRECIATION.
Recognize people doing things right, rather than pointing out when they do things wrong. Regularly extend meaningful acknowledgment and appreciation — in all directions throughout our organization.
16. 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. Be there for each other and be willing to step into another role or help a co-worker when that’s what’s required for success. Help each other to succeed.
17. GO THE EXTRA MILE.
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.
18. BE RELENTLESS ABOUT IMPROVEMENT.
Regularly evaluate the way you/we work to find ways to improve. Don’t be satisfied with the status quo. Look for opportunities to reduce or eliminate wasted time, money, materials, and effort. Our job is to do it right, and to do it fast, without sacrificing competitiveness, quality, or safety.
19. COMMIT TO CONTINUED LEARNING.
In the search for the best solutions, challenge and question what you don’t understand. Don’t accept anything at “face value” if it doesn’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 question. Seek out and take advantage of every opportunity to gain more knowledge, to increase your skills, and to become a greater expert.
20. THINK AND ACT LIKE AN OWNER.
Make decisions by asking yourself, “What would I do if this were my company? What would I do if this were my own money? Will this help the company to succeed?” Be a good steward of our resources.
Make good decisions by relying primarily on facts and data, rather than solely on opinions or emotions. Be objective. Analyze the data and use this information to make better decisions.
22. DEBATE, THEN ALIGN.
Healthy, vigorous debate creates better solutions. Debate concepts without making personal attacks. Check your ego and push for the best solution, rather than your solution. Once a decision is made, however, get fully aligned by putting your complete support behind it.
23. DELIVER RESULTS.
While effort is important, people expect results. Follow up on everything and take responsibility to ensure that tasks get completed. Set high goals, use measurements to track your progress, and hold yourself accountable for achieving those results.
24. WORK SMART.
Be organized and plan your work for maximum efficiency. Have all the tools necessary before starting your work. Look ahead and be thoughtful about your schedule. Have a game plan for your calls, your tasks, and your workday. Know the priorities and work on them first.
25. COMMUNICATE TO BE UNDERSTOOD.
Know your audience. Write and speak in a way that they can understand. Avoid using internal lingo, acronyms, and industry jargon. Use the simplest possible explanations.
26. BE EASY TO WORK WITH.
Find ways to make working with you/us easier. Provide simple and complete instructions. When in doubt, do more for others rather than pushing the work back to them. Streamline our processes. Simplify everything. Be ridiculously helpful.
27. LEAD BY EXAMPLE.
The best way to influence others is through your own example. Walk the talk. Take responsibility, both formally and informally, to coach, guide, teach, and mentor others. Be the change you want to see.
28. COLLABORATE.
Share information and work together. Collaborate internally and with our clients and partners to find better solutions. Collaboration generates better ideas than does working alone. Be inclusive.
29. BE VIGILANT ABOUT SAFETY.
Know and practice the safety procedures for your job. Watch out for the safety of your teammates as well, for we’re all part of our company's family. Never take shortcuts that compromise your safety or that of your teammates.
30. 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.