Author: Ed Hart

The Golden Rule

In all interactions – greetings, emails, phone calls, meetings, and conflict, etc. – treat others the way that you would like to be treated.  Forgive quickly, help eagerly, listen intently, and speak kindly.

Be a fanatic about response time

When people reach out to you, they expect a quick response. Let people know that you received their message, give updates even when you don’t have an update and communicate before the work day is over. Rapid response is one of the easiest ways to stand out from the crowd.

Answer the phone with purpose

Pick up the phone with energy. Your tone should convey helpfulness, competency, compassion and curiosity. This is one of your best opportunities to provide a Unique Customer Experience.

Use email to stand out

Email can often be cold and convey an abrupt and negative tone. Remember that the recipient can’t read any non-verbal communication in an email. Take the extra time to make your email warm and engaging by being purposeful about introduction, personal comments, expressing appreciation and anticipating (and addressing!) the recipient’s needs. Don’t just answer the question, also answer the “why.” Exclamation points help too.

Do whatever it takes

Look for ways to make things happen not excuses for why things didn’t get done. Be resourceful. Show initiative. Effort is one of the few things you can control.

Own your mistakes

Failure is part of growth so you will fail. And when you do fail, it’s critical that you own your missteps. This means admitting you made a poor decision, took an incorrect action, or had an unproductive call. There isn’t anyone or anything to blame. Take personal responsibility.

Create wow moments for customers

Wow moments happen when you make the lives of your customers better. Making their life better doesn’t happen by selling them products or services at a fair price. It happens by giving them a memorable moment. So be creative, have a laugh, get uncomfortable, and leave an eternal impression. Take action, with the goal to genuinely enhance someone else’s life.

Serve others without expectations

You should give the best of yourself to help others. If your purpose is to serve yourself you will quickly run out of passion and quit. If your purpose is to serve others you will leave a legacy. Other is number one.

Assume the best

Work with the assumption that people are good and their intentions are positive. Set aside judgment and give people the benefit of the doubt.

Practice blameless problem solving

Use your abilities to create solutions instead of finger pointing and let every mistake serve as a learning experience.

Be approachable

Be someone that others can be honest with. Even if you disagree, be gracious to hear them out, desire to understand before being understood, and thank them for their honesty. Be aware of how body language and other non-verbal signals can be interpreted and work to create an atmosphere of approachability.

Practice clear communication

Speak honestly in a way that moves the action forward. Be precise about expectations to eliminate misunderstandings. Establish mutually understood objectives and timelines, and confirm them before a meeting closes.

Do what you say

One of the easiest ways to win the trust of others is to do what you say you’re going to do when you say you’re going to do it.

Catch others being good

It’s a fact that humans need to hear 9 positive comments to equal 1 negative comment. The not so funny part about that is humans naturally think negative thoughts 80% of the time. You want to be the 20% so catch others doing good things AND tell them about it!

Produce quality work

Take pride in the quality of work you produce. Everything you touch has your signature on it. Sign in bold ink!

Create ample friendliness and warmth

All communication sets a tone and a feeling. Whether in person, on the phone, or by email, be someone who conveys friendliness, warmth, and helpfulness. Be kind, even when others don’t deserve it.

Have fun

We spend as much time at work as we do at home so have fun! Most of the challenges we face at work aren’t that serious so create perspective for yourself and others, and don’t take things personally. Make sure you laugh everyday.

Be a team player

Be willing to help one another, do anything, and serve in any role necessary to ensure that the company moves forward. The team is always more important than the individual.

Choose a positive environment

Be willing to fight negativity both within yourself and with others. Difficult customers, unresponsive vendors, and frustrating coworkers lead to a natural feeling of negativity. If the cause is external (outside SC) or internal (within SC), there is a path to avoid negativity. Know what to do when those emotions come up and choose a positive environment.

Resolve conflict directly, personally and quickly

If you’re experiencing conflict or frustration with a co-worker, take the initiative to approach them privately and personally. Don’t unnecessarily bring others into it. We all work together every day and conflict is inevitable. Don’t let it fester; it only gets worse over time and harder to resolve. Care about others enough to use a direct approach, which breaks down barriers and builds trust over time.

Be present when interacting with others

When on the phone or in a meeting, avoid distractions that communicate a lack of interest. Put your phone away and turn your computer off, and if you need them on, communicate to others why they are on. When you are present the other person feels like you care about them.