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Core Values Must Be Absolute
I recently met an air conditioning service contractor to perform seasonal maintenance on the HVAC units at our house. During a casual interaction and conversation, I inquired if they had been busy. He indicated that his company’s service calls had actually been running well below normal for about a year. As we talked, he mentioned that some of his company’s other technicians had been generating complaints from customers for arguing with them, and he understood from management that some of their most loyal customers had started using other HVAC companies for service and repair work.
After thinking for a while about all that this service technician had said, it occurred to me that his company had a Culture problem—which is almost always rooted in a failure to have a clear and consistent set of Core Values for every team member to be held accountable for adhering to.
Let this memo serve as a reminder that Standard’s Core Values are absolute. It is our goal that every customer will always be able to express to others with conviction that: “Standard will never let you down.” In order for that to be the case, we must all live by our Core Values in all that we undertake in all aspects of our business—every day.
As a reminder, Standard’s clear and consistent Core Values are:
- Hard Working and Self-Motivated
- Do the Right Thing
- We Are Problem-Solvers
- Have A Positive Attitude
- Customer-Focused
- Team Player