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. .
Do What's Best For The Client
In all situations, do what’s best for the client, even if it’s to our own short-term detriment. Put their needs ahead of our own. There’s no greater way to build a reputation than to steadfastly do what’s right for others. Every day.
Provide Epic Service
It’s all about the experience. With every experience, do the little things, as well as the big things, that surprise people. Make every interaction stand out for its helpfulness, friendliness and warmth. Create the “WOW” factor that turns customers into raving fans. This includes both internal and external customers.
Practice Blameless Problem Solving
Demonstrate a relentless focus on the solution, rather than pointing fingers or dwelling on problems.
Do what you say you’re going to do, when you say you’re going to do it. This includes being on time for all phone calls, appointments, meetings, and promises. If a commitment can’t be fulfilled, notify others early and agree on a new deliverable to be honored.
Get Clear On Expectations
Create clarity and avoid misunderstandings by discussing expectations upfront. Set expectations for others and ask when you’re not clear on what they expect of you. End all meetings with clarity about action items, responsibilities, and due dates.
Listening is more than simply “not speaking.” Give others your undivided attention. Be present and engaged. Minimize the distractions and let go of the need to agree or disagree. Suspend your judgment and be curious to know more, rather than jumping to conclusions. Above all, listen to understand.
Speak honestly. Say what you mean, and be willing to ask questions, share ideas, or raise issues that may cause conflict when it’s necessary for team success. Be courageous enough to say what needs to be said. Address issues directly with those who are involved or affected.
Find A Way
Take personal responsibility for making things happen. Respond to every situation by looking for how we can do it, rather than explaining why it can’t be done. Be resourceful and show initiative. Don’t make excuses or wait for others to solve the problem. Be tenacious and see issues through to their completion.
Show Meaningful Appreciation
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. Be courteous and kind.
Walk In Your Clients' Shoes
Understand your customers’ worlds. Know their business, challenges and frustrations. See the world from their perspective. Give others the benefit of the doubt and assume positive intent. The better you understand them, the more effectively you can anticipate and meet their needs.
"Bring It" Every Day
Have a passion for what we do and be fully engaged. Make the most of each day by approaching every task with energy, focus, purpose, and enthusiasm. Work with a sense of urgency to get things done and always ask yourself, “is this my best work?”
Be Relentless About Improvement
Work smarter by looking ahead and being creative. Don’t be satisfied with the status quo. Guard against complacency. Find ways to solve problems and get things done better, faster, and more efficiently.
Always Think Ahead
Solve problems before they happen by anticipating future issues, planning for contingencies, and addressing them in advance. Work with appropriate lead times. Pay attention to details and get things right the first time. Preventing issues is always better than fixing them.
Embrace Change and Growth
What got us here is not the same as what will get us to the next level. Get outside your comfort zone, rather than stubbornly hanging on to old ways of doing things. Be excited by the possibilities that change and growth bring. Be flexible.
Be Business Minded
Make decisions by understanding that what you do every day affects the success of the company. Think big picture. Ask yourself, “how will the decisions I make and the strategies I implement impact the company?”
While effort is important, our clients expect timely results. Follow-up on everything and take responsibility to ensure that tasks get completed promptly. Be a fanatic about response time. Set high goals, use measurements to track your progress, and hold yourself accountable for achieving those results.
In the search for the best solutions, challenge and question what you don’t understand. Be curious, ask thoughtful questions, and listen intently to the answers. Dig deeper to go beyond the expected. Ask the extra question.
Invest In Relationships
Get to know your clients and co-workers on a more personal level. Talk more and e-mail less. Understand what makes others tick and what’s important to them. Strong relationships enable us to more successfully work through difficult issues and challenging times.
Rep Our Brand
We’re all responsible for, and benefit from, the Strategic Benefits brand. Consider how your actions affect our collective reputation, and be a proud ambassador for the company. Be passionate about telling our story.
Think before acting. While working with a sense of urgency is important, sometimes we need to slow down in order to get things right. Simply hitting the “mental pause button” can help us make better decisions and produce better outcomes.
Be A Lifelong Learner
Invest in yourself by seeking out and taking advantage of every opportunity to gain more knowledge, to increase your skills, and to become a valuable resource to your teammates and clients.
Treat Each Other Like Family
Our relationships go deeper than simply being teammates at work. We genuinely care for and about each other. Whether it’s a kind word during a tough stretch, a friendly smile each morning, or a helping hand in stressful times, show your compassion.
Keep Things Fun
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. Stay positive by not taking things personally or taking yourself too seriously. Your joyfulness and optimism are contagious. Laugh every day.