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Fundamental #11 – Set and Ask for Expectations

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Set and ask for expectations. We judge situations not by what happens, but by how they compare to what we expected to happen. In fact, nearly every misunderstanding can be traced to a difference in expectations. Avoid these misunderstandings by creating mutually understood expectations in every situation. Setting clear expectations is a shared responsibility. Whether… Read more »

Fundamental #10 – Be a team player

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Be a team player – Our success depends on our ability to communicate and work together seamlessly.  Be willing to step into anther role or help a co-worker when that’s what’s required for success.  There’s no such thing as one person or department succeeding and another falling short.  We’re all in this together and we… Read more »

Fundamental #9 – Practice Blameless Problem-Solving

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Practice blameless problem-solving.  Blame has no place in a high-performance organization. We fix mistakes by focusing on solutions.  Then we identify lessons learned and use those lessons to improve our processes so we don’t make the same mistakes again.  Processes fail, not people. Many companies are known for having a “blame culture”.  Instead of trying… Read more »

Fundamental #8 – Take Ownership

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Take Ownership. There’s no room for “victims” on a high-performance team. Take personal responsibility for making things happen. It’s never someone else’s job, or someone else’s fault. If you see it, own it, and make sure it gets done. Don’t make excuses. Do you take ownership?  What happens to our company if we don’t take… Read more »

Fundamental #7 – Be Performance-driven

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Be Performance-driven.  We appreciate effort, but we reward and celebrate results.  Set challenging goals, and then go after them.  Don’t shy away from metrics or accountability. We embrace metrics as an essential tool to help us understand how well we’re meeting our customers’ needs and more importantly, how we can improve our performance in meeting… Read more »

Fundamental #6 – Work with a sense of urgency to get things done

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Work with a sense of urgency to get things done. Make the most of each day by approaching every task with energy, focus, purpose, and enthusiasm. Don’t put off till tomorrow what can be accomplished today. If you get your truck stuck in the mud and keep spinning your wheels, chances are, you will get… Read more »

Fundamental #5 – Demonstrate your customer focus through response time and follow-up

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Fundamental #5 – Demonstrate your customer focus through response time and follow-up.  Our customers expect us to respond to their questions and concerns quickly.  Whether it’s in person, on the phone, or by e-mail, be a fanatic about response time.  Keep customers, including internal ones, continuously updated on the status of outstanding issues.  Getting back… Read more »

Fundamental #4 – Be resourceful and find a way to make it happen

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Fundamental #4 – Be resourceful and find a way to make it happen.  Start by looking for how we can do it, rather than rationalizing why it can’t be done.  Customers don’t care about our policies or procedures, nor are they interested in our excuses.  Be an active participant in finding solutions.  You have the… Read more »

Fundamental # 3 – Check the ego at the door

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Check the ego at the door.  Our own egos and personal agendas must never get in the way of what’s best for Webco.  Don’t take challenge personally or defensively.  Being concerned with who gets credit, who looks good, or who looks bad is counterproductive.  Make sure every decision is based solely on what will best advance… Read more »

Fundamental #2 – Make A+ your personal standard

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Make A+ your own personal standard.  Take pride in the quality of everything you touch and everything you do, for excellence matters as a deeply personal value in and of itself, well beyond the business impact of that excellence.  Always ask yourself, “Is this my best work?”  Your work is a personal statement bearing your… Read more »

Fundamental #1 – Do the right thing

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Do the right thing – Integrity is not about convenience. It’s an unwavering commitment to do the right thing in every action we take and in every decision we make, even when no one’s looking. Ask yourself, “Will I be proud of the decision I’m about to make?” We take a long-term view of success…. Read more »