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.
Whenever possible and whether it be to a teammate, a customer, or a vendor partner, speak “live” versus hiding behind e-mail, especially with difficult or complex messages, or in emotionally charged situations. Where appropriate, follow-up in writing to confirm your understanding. If you can, go. If you can’t go, call. If you can’t call, write.
Pay attention to the details and don’t cut corners. Be passionate about excellence and take pride in the quality of everything you touch and everything you do. Don’t accept mediocrity. If you see work that is not quality, stop and correct it or communicate it. Good is not good enough. Always ask yourself, “Is this my best work?”
Say so Regularly re-evaluate every aspect of your work to find ways to improve, even if it’s just a small improvement. Don’t be satisfied with the status quo. “Because we’ve always done it that way” is not a reason. Don’t allow complacency to creep in. Find ways to get things done better, faster, and more efficiently. Speak up and share your ideas. LEAN everything!
Be a lifelong learner. Seek out and take advantage of every opportunity to gain more knowledge, to receive feedback from others, to increase your skills, and to become a greater expert. Build your brand – and make it a great one!
Problems, conflicts, and mistakes don’t define us – how we handle them does. Our best chance to “wow” and prove why a customer chose us is when they are upset and frustrated. Seize the moment and attack the problem. The bigger the problem, the greater our chance to show them what we are made of.
Demonstrate a relentless focus on solutions, rather than pointing fingers or dwelling on problems. Attack the problem, not the person. 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.
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