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GUIDING PRINCIPLES
DO THE RIGHT THING, ALWAYS
Demonstrate an unwavering commitment to doing the right thing in every action, and in every decision, even when no one is looking. We are honest and always tell the truth. If we make a mistake, we own up to it, apologize, and make it right.
MAKE QUALITY PERSONAL
Take pride in, and ownership of, everything we touch and everything we do. We ask ourselves, "Is this my best work?" We know that everything we touch has our signature on it, and quality is critical to our success.
DELIVER AN OUTSTANDING CUSTOMER EXPERIENCE
Do the little things as well as big things that blow people away. Create extraordinary experiences they'll tell others about. Loyalty is earned by doing the expected and the unexpected.
SHOW APPRECIATION
Always thank the customer for their business. Always show respect for their time. Remember, they do have a choice.
HONOR COMMITMENTS
Trust is built on honesty and follow through. We do what we say we're going to do, when we say we're going to do it. This includes being on time for phone calls, appointments, meetings, and commitments. We allow extra time for surprises and delays, and don't let these become excuses.
BE CLEAR ON EXPECTATIONS
Create clarity and avoid misunderstandings by discussing expectations upfront. Establish mutually understood objectives and deadlines for all projects, issues, and commitments. Confirm the expectation and next action.
BE A FANATIC ABOUT RESPONSE TIME
People expect us to respond to their questions and concerns quickly, whether it's in person, on the phone, or by email. This includes simply acknowledging that we received the message and we're "on it." We keep those involved frequently updated on the status of their request. Rapid response in all of our relationships is one of the easiest and best ways to stand out from the crowd and make sure things always get done.
PAY ATTENTION TO DETAILS
Details and "the little things" matter. We are fanatics about accuracy and precision. We double check our work and confirm we have met the expectation so we don't have to revisit it. We get the details right.
LOOK AHEAD AND ANTICIPATE
Take time every day to solve problems before they happen by anticipating future needs and addressing them in advance. We know that preventing an issue is always more effective than fixing it later.
DO WHAT IT TAKES
Do whatever it takes to accomplish the job. We creatively find ways to make things happen even if it takes doing something that's not in our job description. It's the extra mile that separates an awesome team or associate from an average one.
MAKE IT PERSONAL
Listen for and pay attention to the things that make people unique. Show people we appreciate them as individuals, rather than as transactions.
STAY PROFESSIONAL
Every conversation, phone call, e-mail, letter, and voicemail sets a tone and creates a feeling. We pay attention to every interaction and be sure we are setting an appropriate tone. Always be respectful. This is true both internally and externally.
BE PURPOSEFUL
Build the foundation on intentional actions. Use resources we provide to guide the solution. Topnotch organizations are built on highly-effective, repeatable processes.
LISTEN GENEROUSLY
Listening is more than simply "not speaking." Be present, engage, and listen with intent. Let go of the need to agree or disagree, listen with care and empathy, and above all, listen to understand.
SPEAK UP
Speak honestly and in a way that moves the action forward. Make clear and direct requests. We encourage our team to say what they mean, be willing to ask questions, share ideas, or raise issues when it's necessary for team success. We address issues directly with those who can assist with a resolution. All opinions matter.
PRACTICE PROBLEM-SOLVING
Apply creativity, spirit, and enthusiasm to developing solutions. Don't place blame or assign fault. Empower others to do the same. Improve our processes by understanding issues, identifying lessons learned, and using those lessons effectively. Get smarter with every mistake. Learn from every experience.
BE ACCOUNTABLE
Make sure goals and intended results are clear. Maintain focus and persistence to achieving them. As challenges present themselves, respond by focusing on how we can overcome them.
BE PROUD
Take pride in what we do and where we work. Be professional and create an environment that is representative of Ackermann Group. Appearance, work area, and actions are a reflection of the company and impact our reputation as well as each associates'.
BE PART OF THE TEAM
We are stronger when we work together. We ask for help when we need it, and offer help when it is needed by others.
COMMIT TO SUCCESS
Each one of our actions provides an opportunity for our team to win. We commit to delivering results and being successful in all aspects of our lives.
CELEBRATE SUCCESS
Celebrate the wins. We acknowledge success and show appreciation in all directions throughout our company.
HAVE FUN
We work hard and have fun doing it.
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