CUSTOMER FOCUS
1. We Are a Sales Company 

We survive and thrive by providing a better customer experience. We sell service.  Act like you care about customer service.  Provide it.  Or go out of business.

CUSTOMER FOCUS
​2. Work on the Big Stuff First

What do I do first?  Who is #1?  The Customer.  Period.  Learn their vocabulary and figure out what is important to them.  Our customers are our customers today, and we are not guaranteed that they will be our customer tomorrow.  We must earn their business constantly.

CUSTOMER FOCUS
​3. Get Stuff Done (GSD)

Getting 10 things halfway done is the same thing as getting zero things all the way done.  Results matter.  We do not micro-manage; our most valuable players do not have to be asked the same question multiple times just to make sure a task is complete.  Customers have expectations.  They will go somewhere else if we do not supply what they want and need.

CUSTOMER FOCUS
​4. Urgency

GSD with energy and enthusiasm.  Enjoy your work and have fun!  Getting something done quickly and correctly is good customer service.

CUSTOMER FOCUS
​5. "Quick and Wrong" is Wrong

Quality is more important than speed.  ‘Quick and right’ is good customer service, and customers expect both.  People understand if we are a little late; they do not accept poor quality.  Operational excellence (‘Quick and Right’) is an important aspect of great customer service.

CUSTOMER FOCUS
​6. Over-Deliver

Over-promising and under-delivering is not where we want to be.  Exceed expectations.  

HOW WE WORK
​7. Mistakes

It is easier to tame a lion than to breathe life into a corpse.  If you are here, you will make mistakes.  Mistakes of effort are better than mistakes of inaction.  It is OK.  Own them.  Fix them.  Figure out how to prevent the same mistake from happening again.  

HOW WE WORK
8. Integrity + Time = Trust

Trust takes a long time to earn, but it can be lost in seconds.  So we believe in work, hard work; it is the only way to earn trust.  There is no shortcut to experience.  Get to it.
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"The only place success comes before work is in the dictionary." -Vince Lombardi

HOW WE WORK
9. Play to Win

​USF college professor Paul Givens used to say, ‘If you don’t know where you are going, then any road will get you there!’  It’s true.  How will you know when and if you succeed?  Follow-through is as important as good decision making.  When you set out to do something, include a feedback loop as part of the process.  What are the quantifiable objectives so that you know the benefit was achieved?  
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Once that objective is determined, do the math.  Winning starts with counting.  If you count, you can measure.  If you measure, you can compare.  If you compare, you can compete.  If you compete, you can win.  Winning starts with counting!  Start counting.  Where’s the data?  Without data, you are a loudmouth with an opinion.  If you don’t know where you are going…

HOW WE WORK
​10. Praise Is Heard More Quietly Than Criticism

Ten praises only weigh as much as one criticism, so get busy praising others. Give sincere and meaningful praise to someone…every day.