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Create a tone of
Friendliness and Warmth.

  • 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

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


Be a fanatic about
response time.

  • 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.


Follow up everything.

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


Don't hold back bad

  • 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

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


Make it Easy to Talk
About Mistakes.

  • 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

  • We want honest feedback.

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


Try to Over communicate

  • 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

  • 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.


When a team member
displays poor attitude.
Don't accept it.

  • 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.


We get paid to finish
things, not just get most of
it done. Follow through to
the Finish line. Get results.

  • 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.


You are here to support,
build up, and develop all
team members.

  • Teamwork is 1 +1 =3


Set daily goals. What
do you want to get
done today?

  • 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


Know what your plan A
and plan B is.

  • 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.

  • Take the time to do it right the first time.


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

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


Harness the power of your

  • Recognize when you're overthinking.

  • Recognize when you're stuck thinking about the past.


Make Quality Personal.
Take pride in the quality
of everything you touch
and everything you do.

  • 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

  • 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.

  • Maintain a clean and orderly work area.


Honor commitments.
Be true to your word.

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

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


Listen Generously and
Actively. Be present and

  • Create space for team members to express
    themselves without judgments.

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


Get the Facts. Don't make

  • Assume the best while gathering facts


Know everyone's name.
Introduce yourself.

Ask their name and learn it.

  • 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.

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


Embrace new ideas.
Look for a positive win

or lesson learned in
any perceived negative situation.

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


Show each other some grace

  • Don't forget to put other people first.


Keep things Fun

  • 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.


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