Every conversation, phone call, email, 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.

Praise each other publicly. Acknowledge a job well
done. Recognize your co-workers.

People expect us to respond to their questions
and concerns quickly whether it 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. Rapid response is on one the easiest and
best ways to stand out from the crowd.

Record a follow-up date for every action and take
responsibility to see that it gets completed.

As soon as you have an understanding of the
situation, convey it to whomever needs to hear it,
even and especially if it's not what they want to
hear.

The progress we make on a personal level with our
teammates and customers is directly proportional
to the hard conversations we have.

People are going to make mistakes. When this
happens it's important for you to respond in a way
that is aligned with your goals and values.

If you make a mistake, own up to it. Everyone
makes mistakes.

Creating a culture where people hide mistakes is
expensive.

We want honest feedback.

Size up the magnitude of a mistake before
assigning emotion towards addressing.

Every company in any industry assuming they
are honest in their day to day business always
says their #1 company culture problem is lack of
communication.

Create clarity on expectations. Establish mutually
understood objectives and deadlines for all
projects, issues, and commitments. Communicate
honestly and concisely in a way that moves the
action forward.

Communicate to be understood. Know your
audience. Speak and write in a way that they
can understand. Avoid using internal lingo, trade
acronyms, and industry jargon. Use the simplest
possible explanations.

Make him/her aware of your perception.

If you are on the receiving end, be receptive. You
can only fix what you are aware of.

When a team member displays a good attitude
praise it.

Finish what you start. 99% done is not yet
completely done. Hold yourself accountable for
achieving results

Mark it complete and move onto the next priority.

Teamwork is 1 +1 =3

Use measurements to track your progress.

Prioritize your time wisely. Do your priorities in
order. Allocate effort, focus, and time.

Use an effective task management system for
prioritizing and tracking outstanding issues and
responsibilities.

Curve balls come at you, expect one to arrive,
expect it to be at the most inopportune moment,
and have a plan ready to keep moving forward on a
different task.

Our job is to overcome obstacles.

Take the time to do it right the first time.

Check the EGO at the door. Don't take things personally.

Recognize when you're overthinking.

Recognize when you're stuck thinking about the past.

Always ask yourself "Is this my best work?"

Do the Right Thing ALWAYS. Do the right thing in every action you take. Even when no one is looking.

Maintain a clean and orderly work area.

Be on time for phone calls, meetings,
appointments, and deliveries.

Be on time for your shift. Teammates and
customers are counting on you.

Create space for team members to express
themselves without judgments.

Listen with care and empathy. Above all, listen to understand.

Assume the best while gathering facts

Help new hires know how you work together and what value you can add to their day to day.

Embrace new ideas. Good change only comes from trying new things.

The happiest people don't have the best of everything, they just make the best of everything.

Don't forget to put other people first.

Remember that the world has bigger problems than the daily challenges that make up our work. Don't take things personally or take yourself too seriously. Laugh every day.