Putting our Values into Practice

Reach out, break the ice.
• Make eye contact and smile
• Extend a few words of concern
• If someone looks confused . . . help

Be courteous and caring.
• Use polite words, kind gestures
• Be gentle
• Help each other, cooperate

Show respect.
• Maintain privacy . . . knock before you enter
• Keep confidential matters confidential
• Everyone is special . . . treat them that way
• Be open to differing ideas and opinions

Respond quickly.
• Anticipate others needs . . . don’t wait, act
• If you don’t know the answer . . . find out

Be presentable.
• Be clean
• Be neat
• Dress appropriately

Listen.
• If someone has an issue . . . hear them out
• Being defensive will not help
• Cool down and think it through before you respond

Do the right things right.
• If you know it’s right, excel at it
• If it doesn’t feel right, question it
• If you know it’s wrong, report it

Phone skills are critical.
• When the phone rings, our image is on the line
• Be pleasant . . . smile
• Be helpful
• Be responsive

Explain what you are doing.
• We’re less anxious when we’re informed
• When worried sick . . . every minute is an hour

Take ownership.
• You are the company . . . always talk positively
• Accept responsibility . . . don’t blame others
• Know your job . . . take pride in what you do