We've done some soul searching and decided to live by seven values. These reflect the way we aim to do business and work together.
- Ask questions. Don’t be afraid to ask questions. That’s how we learn. A questioning mind is an asset. Have the courage to ask questions – rather than ‘guess’ and give out incorrect information.
- Speak succinctly with candour - openness and frankness. Be open and frank when speaking with customers and colleagues. Have the courage to be honest.
- Slow down and take time to get input from others. Take the time to get all the facts before you rush in and get something started. Get input from others too - listen to the perspective of others with openness.
- Be assertive and suggest other, better ways. Don’t be afraid to speak up or speak out. Have the courage to offer ideas, suggestions, and alternatives. Don’t sit on your hands worrying that your ideas won’t be accepted. If you don’t offer them – then you’ll never know.
- Get the facts. Be rigorous and gather as much information as you can to back up your ideas and arguments with cold hard facts. Don’t be afraid to ask others for help in getting facts and figures. Be thorough.
- Take the initiative. Lead by example. Be courageous and do things even though you haven’t been asked to do it. Take inspiration from this quote by Vince Lombardi:
- “Leaders aren't born they are made. And they are made just like anything else, through hard work. And that's the price we'll have to pay to achieve that goal, or any goal.”
- Stand up for your convictions and points of view. Be measured and reasonable in getting your views across. Not fanatical or ‘knee jerk’.
- Say “no” to wasteful work. Have the courage to say: “..this is wrong, this is not for the good of the customer, department or company.” Remember, there is saying “no” for the right and wrong reasons, ensure it is the former rather than the latter!
- See yourself as a ‘strategic advisor’. Don’t confine yourself to the exact remit of your job description. See the ‘bigger picture’ and don’t be afraid to make a difference.
- Think big. Have the courage to innovate, think outside the box and offer solutions to existing problems or come up with new ideas for procedures, products and services. Get involved and share your ideas on Simple Solutions. Again, don’t be afraid to ‘make a difference’ – your company needs you!
- Question everything. Be eager to question, learn and improve. Challenge existing ways of doing things.
- Listen and think. Actively listen and think before you react to feedback from customers and colleagues. Listen to understand what keeps our customers up at night. Listen and think about ideas on how to go the extra mile for customers.
- Know it all. Understand Made Simple – our business, strategy, ethos, values, services – research and find out as much as you can – our market share, competitors, customer base etc. Be curious to want to ‘Know it all’.
- Own the issue. If you discover an issue – don’t simply pass it off and forget it about. Own it. Take responsibility for fixing the issue – from start to finish. Make sure you see it through.
- Make it right – first time. Take responsibility to solve any problems or issues first time. If customers have to keep calling back with the same problem – that’s not making it right – first time!
- Bigger picture. Have a “Your success, is our success” mentality. If we didn’t have any customers Made Simple would not exist – and your job wouldn’t exist. The more successful our customers are – the more successful we’ll all be.
- Go the extra mile. Always exceed expectations. Have a ‘whatever it takes’ mentality.
- Seek to improve. Have a goal of continuous improvement. Just get better, and better and better.
- Customer’s shoes. Great customer service starts with seven letters – E M P A T H Y. Use statements such as, “I’m so sorry you’re experiencing this problem.” or “I know how frustrating it can be when that happens.”. Put yourself in their shoes. Be human. Think, how you would feel if things weren’t going the way you wanted them to. Regardless of who is to blame – have EMPATHY – your goal is to make them feel better.
- Innovate. Get involved with Staff Suggestions or Simple Solutions. All ideas count.
- Improve processes and procedures. If you think we should be doing something better – then share your suggestions via Simple Solutions.
- Know our customers. Understanding the needs of our customer is the foundation of innovative, new ideas. Learning the pain points of the people we serve before, during and after we provide value to them is key: innovation rests in finding a way to meet these pain points.
- Solve problems. Solve your own problems, when you can. Solving problems is part of your daily work responsibilities.
- Be Imaginative. Put yourself in the shoes of others, customers and colleagues in order to understand them better and work with them better.
- Be the best you can be. Bring your best person to work. Be on time, be responsible, have a positive work attitude, be a great team player, take pride in yourself and be healthy of mind and body.
- Inspire others. Give 100% and lead by example. Be positive and motivational. Love what you do – and that love will rub off on everyone else.
- Get better and better. Look to continuously improve yourself. Aim to learn more, know more and do more for others.
- Love what you do. Be passionate about coming to work day in and day out. Aim to meet specific objectives each day.
- Focus on the opportunity – not the obstacle. See each problem as an opportunity to improve, either yourself, Made Simple or a process or procedure. Be optimistic – see the good in the situation.
- Be tenacious. Don’t give up too easily. Follow through on tasks. See things through to the finish. Don’t be easily discouraged stay, engaged and motivated. Follow your purpose.
- Give thanks. Thank co-workers for the work they do that makes your job easier - including your peers, managers and office assistants. Work towards cultivating a thankful, positive attitude in the workplace.
- Be enthusiastic. Enthusiasm is infectious. When interacting with customers, suppliers or colleagues, do your best to make an effort to smile, laugh and enjoy your job.
- Practice random acts of kindness. Be kind and helpful as much as possible. Offer to cover for a co-worker, bring a busy colleague a cup of coffee, or volunteer for a project.
- Look for opportunities to have fun. Time flies when you’re having fun. Look for fun in situations throughout your work day.
- Pitch in. If the coffee pot or dishwasher needs filling, help out without being asked. Don’t shy away from mundane tasks – get stuck in and help.
- Contribute to the community. You get out what you put in. Create positive energy for yourself by volunteering to do something for the community outside of the office. Take advantage of the Made Simple ‘Charity Day’.
- Don't overlook the need within. Be mindful of your team and co-workers when looking to solve a challenge or work on a project. Think about your team and co-workers first, before looking externally for solutions.
- Resist sarcasm. Sarcasm is the lowest form of wit! Yes, have a laugh with one another – but smart ‘quips’ or putting someone down can be hurtful. Create a positive attitude in the workplace, rather than depleting your co-worker's energy.
- Look for the good. Ignore office dramas or internal politics. Focus on the good qualities of your co-workers rather than gossiping or running them down.
- Stab 'em in the front. "Friends stab friends in the front – not the back." Be courageous and be open and honest with co-workers, without being mean.
- Be ambitious. Understand how your role impacts your department – and how your department is performing. Aim to improve your output and the output of your department. Aim for the stars.
- Exceed expectations. Do your job – but go the extra mile. Exceed expectations. If you learn new things – share them with your team. Aim for continuous improvement.
- Be helpful. Make time to help your colleagues. If there’s a problem – don’t bury your head in the sand – work with your team to find a solution.
- Respect others. Treat others with respect. Think before you speak. Let others say their piece without interruption. Consider the views of others. Don’t make others feel uncomfortable with words or actions.
- Be reliable and flexible. Get in early when needed. Leave later when required. Work through lunch if necessary. Move meetings around if possible. Whatever it takes to help others and the business.