DO WHAT’S BEST FOR THE CUSTOMER BY DELIVERING LEGENDARY CUSTOMER SERVICE: In all situations, do what’s best for the customer. There is no greater way to build a reputation than to steadfastly do what’s right for others. Show people you care about them as individuals, rather than as transactions. Do the little things, as well as the big things, that blow people away. Create extraordinary experiences they’ll tell others about and create customer loyalty by doing the unexpected. Mere customer satisfaction is for lesser companies.
DO THE RIGHT THING, ALWAYS – Demonstrate an unwavering commitment to doing the right thing with every action you take and every decision you make, even when no one is looking. Always tell the truth. If you make a mistake, own up to it, apologize, and make it right.
BRING IT – Take pride in the quality of everything you touch and everything you do. Be passionate and fully engaged. Always ask yourself, “is this my best work?” Everything you touch has your signature. Sign in bold ink.
CREATE A TONE OF FRIENDLINESS AND WARMTH – Every conversation, phone call, e-mail, letter, and even voicemail, sets a tone and creates a feeling. Pay attention to every interaction and be sure you’re setting a tone of friendliness, warmth, and helpfulness.
BE A FANATIC ABOUT RESPONSE TIME – People expect us to respond to their 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. Rapid response is one of the easiest and best ways to stand out from the crowd.
HONOR COMMITMENTS – There’s no better way to earn people’s trust than to be true to your word. 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. Allow extra time for surprises and delays, and don’t let these become excuses.
LEARN FROM EVERY EXPERIENCE AND REMEMBER TO KEEP THINGS FUN -Apply your creativity, spirit and enthusiasm to developing solutions, rather than dwelling on problems. Identify lessons learned and use those lessons to improve our processes so we don’t make the same mistake again. Get smarter! Remember that the world has bigger problems than the daily challenges that make up our work. Stuff happens. Keep perspective. Laugh every day.
GET CLEAR ON EXPECTATIONS – Create clarity and avoid misunderstandings by discussing expectations upfront. Establish mutually understood objectives and deadlines for all projects, challenges, and commitments. Where appropriate, confirm your communication by asking others to repeat back their understanding to ensure total clarity and agreement.
LISTEN GENEROUSLY – Listening is more than simply “not speaking.” Be present and engaged. Quiet the noise in your head and let go of the need to agree or disagree. Create space for team members to express themselves without judgment. Listen with care and with empathy. Above all, listen to understand.
SPEAK STRAIGHT – Speak honestly in a way that moves the action forward. Make clear and direct requests. Say what you mean, and be willing to ask questions, share ideas, or raise challenges that may cause conflict when it’s necessary for team success. Address things directly with those who are involved or effected. Always be mindful of your tone; speaking to others in a professional manner.
GO THE EXTRA MILE – Be willing to do whatever it takes to accomplish the job… plus a little bit more. Take the next step to solve the problem. Even if it takes doing something that’s not in your job description, it’s the extra mile that separates the average person from the superstar. Be a superstar.
CREATE WIN/WIN SOLUTIONS – Be resourceful, show initiative and take personal responsibility for making things happen – somehow, someway. Discover what is needed and find a way to meet those needs while also fulfilling your own. Win/win solutions are always more effective and longer lasting than win/lose solutions.
CELEBRATE SUCCESS – Catching people doing things right is more effective than catching them doing things wrong. Regularly extend meaningful acknowledgment and appreciation – in all directions throughout our company.
FOLLOW-UP EVERYTHING – Record a follow-up date for every action and take responsibility to see that it gets completed. We get paid to complete things, not simply to put them in motion.
DELIVER RESULTS – While effort is appreciated, we reward and celebrate results. Set high goals, use measurements to track your progress, and hold yourself accountable for achieving those results.
BE OBSESSIVE ABOUT ORGANIZATION – The quality of your work will make you a superstar, while successfully managing multiple tasks and promises. Use an effective task management system for prioritizing and tracking outstanding issues and responsibilities. Maintain a clean and orderly work area.
LOOK AHEAD AND ANTICIPATE – Solve problems before they happen by anticipating future needs and addressing them in advance. Preventing issues is always more effective than fixing them.
BE PROCESS-ORIENTED – World-class organizations are built on a foundation of highly effective, repeatable processes. Look to create processes for every aspect of your work, and then turn those processes into habits to achieve consistent results.
ALWAYS ASK WHY – Don’t accept anything at “face value” if it doesn’t make sense to you. Be curious and question what you don’t understand. Don’t make assumptions. There’s no better question than “Why?” Gathering other information may give you a more complete picture.
BE RELENTLESS ABOUT IMPROVEMENT – Regularly reevaluate your processes to find ways to improve. Don’t be satisfied with the status quo. “Because we’ve always done it that way” is not a reason. Keep getting better.
PAY ATTENTION TO THE DETAILS – From the spelling of a client’s name to the specific language of their Fundamentals, from the wording on a survey to the colors on a logo… details matter. Be a fanatic about accuracy and precision. Double-check your work. Get the details right.
OWN IT – Whether independently or as a team; take ownership and pride of your work and your mistakes. Be resourceful; be accountable!
