The WIN Way

 

The values, behaviors, principles, and practices that are the foundation of our unique culture.

1. DO WHAT’S RIGHT FOR THE CUSTOMER. In all situations strive to do what’s best for the customer. Put their needs ahead of our own. There’s no greater way to build a reputation than to steadfastly meet and exceed customer expectations every day. Customer satisfaction is our top priority.

2. DO THE RIGHT THING, ALWAYS. 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 be honest and tell the truth, no matter the consequences. If you make a mistake, own up to it, apologize, make it right, and learn from it.

3. HONOR COMMITMENTS. Do what you say you’re going to do, when you say you’re going to do it. Your word is your bond. There’s no better way to earn trust than to be true to your word. 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.

4. COLLABORATE. Share information and work together toward mutual success. Learn to ask yourself, “Who else needs to know this?” Be willing to help others learn, and strive to include others.

5. THINK TEAM FIRST. There are no silos within WIN. It’s not about “you” or “me,” it’s all about “us” and “we.” Don’t let your ego or personal agenda get in the way of working together. Be there for each other and be willing to step into another role or help a co-worker when that’s what’s required for success. Ask for help when required.

6. WALK IN THE OTHER PERSON’S SHOES. You can’t understand someone until you have thought about walking in their shoes. Think about the challenges and frustrations of your co-workers and customers. Show “empathy” by thinking from their perspective. The better you understand them and appreciate their perspective, the more effectively you can anticipate and meet their needs, treating them the way they want to be treated.

7. MAKE QUALITY PERSONAL. Demonstrate a passion for excellence and take pride in the quality of everything you touch and everything you do. Have a healthy disdain for mediocrity. Always strive to improve. Good is not good enough. Always ask yourself, “Is this my best work?”

8. BE PROCESS-ORIENTED. Look to create processes for every aspect of your work, and then turn those processes into habits to achieve measurable and consistent results. Strong processes are required as WIN grows and are essential for creating clear internal expectations and consistent customer experiences.

9. TAKE INITIATIVE. Take personal responsibility for making things happen at work and in your personal life. Respond to every situation by looking for how we can do it, rather than explaining why it can’t be done. Don’t wait to be led. Don’t make excuses or wait for others to solve the problem. Be proactive and see issues through to their completion.

10. LISTEN GENEROUSLY. 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 judgement and be curious to know more, rather than jumping to conclusions. Above all, listen to understand.

11. SPEAK STRAIGHT. Speak honestly and respectfully 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. Treat every conversation as a crucial conversation. Address issues directly with those who are involved or affected.

12. TREASURE, PROTECT, AND PROMOTE OUR REPUTATION. We’re all responsible for, and benefit from, the WIN image and reputation. Think about how your actions at work or away affect our collective reputation, and be a proud ambassador for WIN.

13. BE A MENTOR. Take responsibility to coach, guide, teach, and mentor others. Help others learn. The best way to influence others is through your own example. Walk the talk.

14. FOCUS ON SOLUTIONS. While it’s important to understand the problem in its entirety, take responsibility for developing solutions. You get what you look for. Look for solutions. When presenting a problem, be prepared to present possible solutions.

15. “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.

16. EMBRACE DIVERSITY. The more perspectives we have the better. We all have something to learn from one another, regardless of where we come from or what our experience level. Resist judgment. Welcome our differences. They’re a strength.

17. THINK AND ACT LIKE AN OWNER. Make decisions by asking yourself, “What would I do if this were my company? What will make this a better place to work? What would I do if this were my own money? Will this help the company succeed?”

18. 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 meeting with clarity about action items, responsibilities, and due dates.

19. STRIVE FOR KNOWLEDGE. A big part of the value we add is the knowledge and expertise we bring to every situation. Be a student of our products, solutions offerings, and our industry, and make yourself an expert. Confidence comes from superior knowledge. Demonstrate a hunger for knowledge and lifelong learning.

20. GO THE EXTRA MILE. Be willing to do whatever it takes to accomplish the job… plus a little bit more. Whether it’s starting early, staying late, or doing something that’s not in your job description, it’s the extra mile that separates the ordinary from the extraordinary.

21. BE WILLING TO SWEEP THE FLOORS. The road to success isn’t always fun and isn’t always easy. Be willing to do the mundane and ordinary things necessary to achieve the result. Success comes mostly from doing ordinary things with extraordinary consistency. Take the approach that no task is beneath you.

22. BE POSITIVE. You have the power to choose your attitude. Choose to be joyful, optimistic, and enthusiastic. Give people the benefit of the doubt. Your attitude is contagious. Spread optimism and positive energy.

23. 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 WIN. Catch your colleagues doing well and celebrate their success.

24. BE CURIOUS. In the search for the best solutions, challenge and question what you don’t understand. Don’t accept anything at “face value” if it doesn’t make sense to you. Be curious, ask thoughtful questions, and listen intently to the answers. Dig deeper to go beyond the expected. Ask the extra question.

25. CREATE A TONE OF FRIENDLINESS AND WARMTH. Every conversation, phone call, e-mail, letter, and even voicemail, sets a tone and creates a feeling. Pay attention to every interaction and be sure you’re setting a tone of friendliness, warmth, and helpfulness. Be easy to work with.

26. 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.

27. BE HUMBLE. Don’t be boastful. Work hard in silence and let success be the noise. Humility is not thinking less of yourself, it’s thinking of yourself less. Actions speak louder than words.

28. MAKE A DIFFERENCE. Be an active part of your community by getting involved and participating in community organizations and events. Contribute your time, effort, and where appropriate, your money, to make your community better.

29. 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. Life is about the journey, not the destination.

The WIN Way explains how we relate to our customers and to each other. It’s who we are, and it’s what drives our extraordinary success.