As a part of our company’s culture building, we’ve developed a list of 21 Standards that define who we are, what we do and how we do it. Prominently displayed in the office, the standards are designed to be daily reminders for everyone of how our culture and ethos differentiates us from the competition. This year, one of Drew’s ides to help reinforce the standards at a personal level is to have everyone pick a standard or two and write a short essay on what the standard means to them. Here’s my 3rd standard:
Category: Entrepreneurship
As a part of our company’s culture building, we’ve developed a list of 21 Standards that define who we are, what we do and how we do it. Prominently displayed in the office, the standards are designed to be daily reminders for everyone of how our culture and ethos differentiates us from the competition. This year, one of Drew’s ides to help reinforce the standards at a personal level is to have everyone pick a standard or two and write a short essay on what the standard means to them. Once again, it’s my turn.
As a part of our company’s culture building, we’ve developed a list of 21 Standards that define who we are, what we do and how we do it. Prominently displayed in the office, the standards are designed to be daily reminders for everyone of how our culture and ethos differentiates us from the competition. This year, one of Drew’s ides to help reinforce the standards at a personal level is to have everyone pick a standard or two and write a short essay on what the standard means to them. I have the first one, the Golden Rule.
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The South Cypress Standards
The Golden Rule
In all interactions – greetings, emails, phone calls, meetings, and conflict, etc. – treat others the way that you would like to be treated. Forgive quickly, help eagerly, listen intently, and speak kindly.
Be a fanatic about response time
When people reach out to you, they expect a quick response. Let people know that you received their message, give updates even when you don’t have an update and communicate before the work day is over. Rapid response is one of the easiest ways to stand out from the crowd.
Answer the phone with purpose
Pick up the phone with energy. Your tone should convey helpfulness, competency, compassion and curiosity. This is one of your best opportunities to provide a Unique Customer Experience.
Use email to stand out
Email can often be cold and convey an abrupt and negative tone. Remember that the recipient can’t read any non-verbal communication in an email. Take the extra time to make your email warm and engaging by being purposeful about introduction, personal comments, expressing appreciation and anticipating (and addressing!) the recipient’s needs. Don’t just answer the question, also answer the “why.” Exclamation points help too.
Do whatever it takes
Look for ways to make things happen not excuses for why things didn’t get done. Be resourceful. Show initiative. Effort is one of the few things you can control.
Own your mistakes
Failure is part of growth so you will fail. And when you do fail, it’s critical that you own your missteps. This means admitting you made a poor decision, took an incorrect action, or had an unproductive call. There isn’t anyone or anything to blame. Take personal responsibility.
Create wow moments for customers
Wow moments happen when you make the lives of your customers better. Making their life better doesn’t happen by selling them products or services at a fair price. It happens by giving them a memorable moment. So be creative, have a laugh, get uncomfortable, and leave an eternal impression. Take action, with the goal to genuinely enhance someone else’s life.
Serve others without expectations
You should give the best of yourself to help others. If your purpose is to serve yourself you will quickly run out of passion and quit. If your purpose is to serve others you will leave a legacy. Other is number one.
Assume the best
Work with the assumption that people are good and their intentions are positive. Set aside judgment and give people the benefit of the doubt.
Practice blameless problem solving
Use your abilities to create solutions instead of finger pointing and let every mistake serve as a learning experience.
Be approachable
Be someone that others can be honest with. Even if you disagree, be gracious to hear them out, desire to understand before being understood, and thank them for their honesty. Be aware of how body language and other non-verbal signals can be interpreted and work to create an atmosphere of approachability.
Practice clear communication
Speak honestly in a way that moves the action forward. Be precise about expectations to eliminate misunderstandings. Establish mutually understood objectives and timelines, and confirm them before a meeting closes.
Do what you say
One of the easiest ways to win the trust of others is to do what you say you’re going to do when you say you’re going to do it.
Catch others being good
It’s a fact that humans need to hear 9 positive comments to equal 1 negative comment. The not so funny part about that is humans naturally think negative thoughts 80% of the time. You want to be the 20% so catch others doing good things AND tell them about it!
Produce quality work
Take pride in the quality of work you produce. Everything you touch has your signature on it. Sign in bold ink!
Create ample friendliness and warmth
All communication sets a tone and a feeling. Whether in person, on the phone, or by email, be someone who conveys friendliness, warmth, and helpfulness. Be kind, even when others don’t deserve it.
Have fun
We spend as much time at work as we do at home so have fun! Most of the challenges we face at work aren’t that serious so create perspective for yourself and others, and don’t take things personally. Make sure you laugh everyday.
Be a team player
Be willing to help one another, do anything, and serve in any role necessary to ensure that the company moves forward. The team is always more important than the individual.
Choose a positive environment
Be willing to fight negativity both within yourself and with others. Difficult customers, unresponsive vendors, and frustrating coworkers lead to a natural feeling of negativity. If the cause is external (outside SC) or internal (within SC), there is a path to avoid negativity. Know what to do when those emotions come up and choose a positive environment.
Resolve conflict directly, personally and quickly
If you’re experiencing conflict or frustration with a co-worker, take the initiative to approach them privately and personally. Don’t unnecessarily bring others into it. We all work together every day and conflict is inevitable. Don’t let it fester; it only gets worse over time and harder to resolve. Care about others enough to use a direct approach, which breaks down barriers and builds trust over time.
Be present when interacting with others
When on the phone or in a meeting, avoid distractions that communicate a lack of interest. Put your phone away and turn your computer off, and if you need them on, communicate to others why they are on. When you are present the other person feels like you care about them.
I recently heard a great definition of vision from Mark Conklin, Sr. Manager of Leadership Development at Chick-Fil-A: “Vision is a preferred picture of the future that creates passion for you.” We would all likely agree that organizations (teams, business, community, church and yes, even families!) perform more effectively with a clear, common vision. In fact, the lack of vision creates division in you organization. If you aren’t providing a clear vision, people will tend to pursue their own personal agenda, often in conflict organizational goals.
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Technique Matters
Serious students of swimming know that the biggest gains in the pool come not from the equipment you train with but from stroke mechanics. I can recall dozens of times where I was working out in the pool and pushing myself hard, only to see other swimmers who didn’t “appear” to be in as good of shape as I, glide past me lap after lap with seemingly effortless ease.
I’ve had to do public speaking as a part of my work for many years. While I’m not the most polished presenter out there, I have had the opportunity to go through a couple public speaking training programs such as Dale Carnegie and Fusion that have taught me some valuable speaking skills and techniques.
Tell me something I don’t know. That’s what we like to hear about.
But the problem with this is that we’re already pretty smart people. And we’re awash with information. The answer to this often results in some pretty cray stuff often accompanied by a cheap stock photo. How often have you seen truth compromised for traffic. Or placid prose which at best is lukewarm.
How about this: Remind me of something I know but haven’t thought much about lately.
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“Morking”
For the creative professional, whether the entrepreneur, designer, craftsman or artist, working is all about making. When we go to work, we are going to make something useful, powerful, provoking, beautiful. Making and working… we’re morking.
Customer service reps, accountants and doctors don’t mork. They just work. And we need them working. Things don’t get serviced, paid or healed without them.
But it’s the morkers that are additive and create value. Making something from nothing. Morking turns an idea into a transmission, a thought into a painting or a hypothesis into a vaccination.
Solving the customer’s latest problem certainly pays a wage. But creating the customer’s new paradigm changes the world.