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

World Class Centers
Daily, we strive to live and work according to the Core Values and House Rules we have established for our company.

Core Values

Honesty
— Have the courage to be truthful. Honesty is the foundation for all of our principles, policies and actions.

Ethics
— Conform actions to the highest standards of morality, laws, rules and regulations.

Integrity
— Keep commitments - expressed and implied.

Respect
— Treat and value others as I would like to be treated and valued.

Cooperation and Unity
— Promote common goals and teamwork by helping others.

Responsibility
— Assume control of actions and care about their consequences.

Loyalty
— Be trustworthy to fellow employees, clients and the company.

Openess
— Be accessible to ideas and people without prejudice. Communicate accurately and listen attentively.

Responsiveness
— Act quickly in a responsible way.

Learning and Exploring
— Challenge each person to seek greater knowledge for personal and organizational growth.

Flexibility
— Anticipate and adapt to new conditions and change to meet the needs of all customers and company goals.

Commitment
— Dedicate ongoing efforts to exceed expectations of customers and coworkers. Overcome obstacles.

Walk the Talk
— Say what you mean, mean what you say. Live by these principles, don’t put them on a shelf.

These Core Values give rise to World Class People who deliver World Class Service and generate World Class Value for our clients and partners. High work force productivity and morale enables us to keep our eye on the prize: To create a profitable, responsible financial environment for our owners and partners within the nurturing confines of a caring community. We accomplish this by observing our “House Rules.”


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