1. DO WHAT’S BEST FOR THE CUSTOMER.
In all situations, do what’s best for the customer. Do the little things, as well as the big things, that surprise them. Deliver legendary service and create the “WOW” factor that turns customers into raving fans.
2. HONOR COMMITMENTS.
Do what you say you’re going to do, when you say you’re go-ing to do it. This includes being on time for all phone calls, appointments, meetings, and promises. If you can’t meet the commitment, recommit!
3. THINK SAFE. WORK SAFE.
Know and practice the safety proce- dures for your job. Watch out for the safety of your teammates as well, for we’re all part of the DDP family. Never take shortcuts that compromise your safety or that of your teammates.
4. BRING IT.
Have a passion for what you 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.
5. BE A FANATIC ABOUT RESPONSE TIME.
Respond to questions and concerns quickly, whether it’s in person, on the phone, or by e-mail. 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. Over-communicate!
6. WORK TO BE BETTER.
Be hungry to learn and excel. Be relentless about improvement and take advantage of every opportunity to gain more knowledge and to increase your skills and abilities. Learn from every ex-perience and look for ways to improve our processes. Don’t be satisfied with the status quo. Be curious and find ways to get things done better, faster, and more efficiently.
7. BE READY TO WORK.
Be organized and on time. Plan your work for maximum efficiency to minimize stress for all. Have all the tools necessary before starting your work. Know the priorities and work on them accordingly.
8. DELIVER RESULTS.
While effort is important, we expect results. Follow-up on everything and take responsibility to ensure that tasks get completed. Set high goals, use measurements to track your progress, and hold yourself accountable for consis-tently achieving those results.
9. INVEST IN RELATIONSHIPS.
Get to know your customers 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 are long-term relationships and enable us to more successfully work through difficult issues and challenging times. Connect!
10. RUN TO THE PROBLEM.
Problems don’t define us – how we handle them does. Our biggest opportunity to shine is when our customer or teammate has a problem. Jump on it and do what it takes!
11. OWN IT.
Take responsibility to make things happen. Look for how we can do it, rather than explaining why it can’t be done. Be resourceful and show initia- tive. See issues through to their completion.
12. ASSUME THE BEST.
Work from the assumption that people are good, fair, and honest, and that their intentions are positive. Give people the benefit of the doubt. Be humble and willing to step into another role or help a co-worker when that’s what’s required for success. Help each other to succeed.
13. LEARN FROM EVERY MIS- TAKE.
Focus on solutions, rather than pointing fingers or dwelling on problems. Identify lessons learned and use those lessons to improve ourselves and our processes so we don’t make the same mistake twice.
14. CELEBRATE SUCCESS.
Recog-nize people doing things right. Give meaningful acknowledg-ment and appreciation — in all directions throughout our com-pany.
15. LISTEN GENEROUSLY.
Listening is more than simply “not speaking.” Give others your undivided attention. Be present and engaged. Don’t jump to conclusions. Above all, listen to understand.
16. SPEAK STRAIGHT.
Speak honestly in a way that helps to make progress. 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. Say what needs to be said – directly to those involved.
17. GET THE FACTS.
Trust your gut but verify with facts. Make better decisions by relying primarily on the facts and data, rather than solely on opinions or emotions. Be objective. Collect the dots before you connect the dots!
18. MAKE QUALITY PERSONAL.
Demonstrate a passion for ex-cellence and take pride in the quality of everything you touch and everything you do. Good is not good enough. Always ask yourself, “Is this my best work?”
19. LEAD BY EXAMPLE.
The best way to influence others is through your own example. Walk the talk. Take responsibility to coach, guide, teach, and mentor oth-ers. Also, be willing to learn and be coached by others. Be the change you want to see.
20. DO IT RIGHT THE FIRST TIME.
The goal is to get things right, not simply to get them done. Stick to the process and pay attention to the details. Dou- ble-check your work. Measure twice, cut once.
21. TAKE PRIDE IN OUR APPEARANCE.
Your appearance makes a strong statement about the pride you take in your perfor-mance. Dress neatly and profes- sionally. The appearance of our office, trucks, worksite, and ware- house makes a similar statement about the quality of our work. Take responsibility to see that everything is clean, neat, and professional.
22. EMBRACE CHANGE.
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.
23. GET CLEAR ON EXPECTATIONS.
Create clarity and avoid mis-understandings by discussing expectations upfront. Set expec-tations for others and ask when you’re not clear on what they expect of you.
24. 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. Don’t take things personally or take yourself too seriously. Laugh every day.
- Superior Customer Service
- Pride in Our Work and Our Team
- Awesome Communication to Our Customers and Co-Workers
- Embrace Innovation and Change
- Be Results (Performance) Driven
- Act with Honesty and High Integrity
- Be Accountable for Your Actions
- Be Respectful and Fair