Address questions and concerns swiftly, whether it’s in person, on the phone, or by email. Acknowledge that we received the question and that we’re “on it.” Keep those involved continuously updated on the status of outstanding issues.
Do the right thing in every action you take and in every decision you make, even if no one’s watching. Tell the truth, no matter the consequences. If you make a mistake, own up to it, and take responsibility for your actions—you’ll build character and earn respect in the process.
Kindness is contagious. One good deed in a crowded area can create a domino effect and improve the day of dozens of people! Choose to spread kindness by being nice and friendly to people wherever you go.
Our crews are known for working safely without sacrificing speed or efficiency. Learn to identify the hazards for your job. Watch out for the safety of your teammates as well—especially the newbies. Stop and think through your risks. What can go wrong, and what can you do to prevent it? Never take shortcuts.
Work and life can be hard; don’t make it harder. Be flexible. Take an interest in others. Be ridiculously helpful. Go above and beyond to serve internal and external customers—you'll stand out in a good way.
Work from the assumption that people are good, fair, and honest, and that the intent behind their actions is positive. Set aside your own judgments and preconceived notions. Give people the benefit of the doubt.
Create clarity and avoid misunderstandings by discussing expectations upfront. Establish who, what, where, when, why, and how for all projects, issues, and commitments. Make sure everyone is on the same page. Don’t be afraid to ask questions. Asking questions is a sign of strength—it shows you have the courage to admit you don’t know something and a willingness to learn.
Make the most of every day. Have a passion for what we do, be prepared, and be fully engaged. Approach every task with energy, focus, purpose, and enthusiasm. Work with a sense of urgency to get things done. Then ask, “What’s next boss?” – you might be surprised how much this question boosts your career.
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 are going to do it. Allow extra time for unexpected circumstances and delays, and don’t let these become excuses.
Attitude and ability. Take pride in the quality of everything you touch and everything you do. Show the world your talent by your finished product—it is your signature.
With every experience, do the little things that delight people, as well as the big things that surprise people. Create extraordinary experiences they’ll tell others about. Do whatever it takes to accomplish the job and deliver on our promise of “anywhere, anytime, anyplace.” Give ‘em the pickle!
There’s always more to the story than you think. Learn to ask questions and gather the facts before jumping to conclusions. Rely on facts and data, rather than solely on opinions or emotions.
Apply your creativity, spirit, and enthusiasm for developing solutions, rather than pointing fingers. Own your mistakes and focus on finding a solution. Identify lessons learned and use those lessons to improve ourselves and our processes so that we don’t make the same mistake twice. Learn from every experience.
Listening is more than simply “not speaking.” Give others your undivided attention. Be present and engaged. Minimize distractions and let go of the need to agree or disagree. Suspend your judgment and be curious to know more. Don’t be thinking of your response as you listen—concentrate on the speaker.
First, organize your thoughts, then say exactly what you mean. Don’t beat around the bush. If you want something, ask for it. If you want someone to do something, say exactly what you want to be done. Address issues directly with those who are involved or affected. Don’t avoid an uncomfortable conversation when it’s necessary for team success. So if someone isn’t pulling their load — call them out.
The goal is to get things right, not simply to get them done. While we always want to work with a sense of urgency, sometimes we need to slow down in order to speed up. Double-check your work for accuracy. Do it right the first time.
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. Regularly evaluate the way you/we work to find ways to improve.
Recognizing people doing things right is more effective than pointing out when they do things wrong. Regularly extend meaningful acknowledgment and appreciation—in all directions throughout our organization. Never miss an opportunity to bring attention to someone doing the right thing.
Demonstrate that you care about your coworkers’ business and personal lives, and know that they care about yours. Don’t let your ego or personal agenda get in the way of doing what’s best for the team. Remove gossip and politics from our environment. If you take out the team in teamwork, it’s just work. Now, who wants that?
Regularly evaluate the way you work to find ways to improve. Accept feedback. Don’t be satisfied with the status quo. “Because we’ve always done it that way” is not a reason. Our “cheese” is always moving. Find ways to get things done faster, better, and more efficiently.
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 with your model behavior. Be the change you want to see.
We’re all responsible for, and benefit from, our company’s image and reputation. It is one of our most valuable assets—but also one of its most vulnerable. Consider how your actions and appearance affect it and be a proud ambassador to customers. Make us proud.
Be a lifelong learner. Seek out and take advantage of every opportunity to gain more knowledge, to increase your skills, and to become an expert. Be resourceful about learning and sharing best practices.
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. Enjoy what you do and have fun with the people you work with. Laugh every day.