From the beginning, we’ve wanted Huntsinger to be different from other companies. Different in how we treat our clients, different in how we work with one another, and different in the results we achieve. The differences are best captured in the 30 “Fundamentals” that are the foundation for our unique culture. We call it The Huntsinger Way.
We practice one fundamental per week starting with week #1 Do the right thing, always through week #30 Keep things fun and then repeat the process. All meetings with five or more people start with a quick conversation about the fundamental of the week. One email addressing the fundamental of the week is sent out every Sunday night or Monday morning to all company email holders. All company email holders also answer a multiple choice question every Wednesday applying the fundamental of the week to a real life situation. The more we practice these fundamentals the better we’ll get at internalizing them.
1. Do the right thing, always
Demonstrate an unwavering commitment to doing the right thing in every action you take and in every decision you make, especially when no one’s looking. Always tell the truth, no matter the consequences. If you make a mistake, own up to it, apologize, and make it right.
2. Be vigilant about safety
Know and practice the safety procedures for your job. Watch out for the safety of your teammates as well, for we’re all part of the Huntsinger family. Never take shortcuts that compromise your safety or that of your teammates.
3. Make quality personal
Demonstrate a passion for excellence and take pride in the quality of everything you touch and everything you do. Have a healthy disdain for mediocrity. Good is not good enough. Always ask yourself, “Is this my best work?” Everything you touch has your signature. Sign in bold ink.
4. Provide legendary service
It’s all about the customer experience. With every experience, do the little things, as well as the big things, that surprise people. Make every interaction stand out for its helpfulness. Create the “WOW” factor that turns customers into raving fans. Put serving the customer at the center of everything you do.
5. Honor commitments
There is no better way to earn people’s trust than to be true to your word. Do what you say you’re going to do, when you say you’re going to do it. This includes being on time for all phone calls, appointments, meetings, and promises. Make a commitment to respond to questions and concerns quickly and keep those involved updated on your progress. If a commitment can’t be fulfilled, notify others early and agree on a new deliverable to be honored.
6. Get clear on expectations
Create clarity and avoid misunderstandings by discussing expectations upfront. Set expectations for others and ask when you’re not clear on what they expect of you. End all meetings with clarity about action items, responsibilities, and due dates.
7. Be a great listener
Listening is more than simply “not speaking.” Give others your undivided attention. Be present and engaged. Minimize the distractions and let go of the need to agree or disagree. Suspend your judgment and be curious to know more, rather than jumping to conclusions. Above all, listen to understand.
8. Speak candidly
Speak honestly in a way that helps to make progress. Say what you mean, and be willing to ask questions, share ideas, or raise issues that may cause conflict when it’s necessary for team success. Be courageous enough to say what needs to be said. Address issues directly with those who are involved or affected.
9. Practice blameless problem-solving
Demonstrate a relentless solution focus to determine the best course of action. Rather than pointing fingers or dwelling on problems, focus on what will make it right. Identify lessons learned and use those lessons to improve ourselves and our processes so we don’t make the same mistake twice. Get smarter with every mistake. Learn from every experience.
10. Be a fanatic about response time
Respond to questions and concerns quickly, whether it’s in person, on the phone, or by e-mail. This includes simply acknowledging that we got the question and we’re “on it,” as well as keeping those involved continuously updated on the status of outstanding issues.
11. Find a way
Take personal responsibility for making things happen, somehow some way. Respond to every situation by looking for how we can do it, rather than explaining why it can’t be done. Be resourceful and show initiative. Don’t make excuses or wait for others to solve the problem. Take ownership and see issues through to their completion.
12. Show meaningful appreciation
Recognizing people doing things right is more effective than pointing out when they do things incorrectly. Regularly extend meaningful acknowledgment and appreciation. Celebrate accomplishments no matter how big or small.
13. Share information
With appropriate respect for confidentiality, share information freely throughout our organization. The more people know, the better we can collaborate. Learn to ask yourself, “Who else needs to know this. Information is one of our greatest assets. Find it, share it, and use it.
14. Assume positive intent
Work from the assumption that people are good, fair, and honest, and that the intent behind their actions is positive. Set aside your own judgments and preconceived notions. Give people the benefit of the doubt.
15. Be relentless about improvement
Regularly evaluate the way you/we work to find ways to improve. Don’t be satisfied with the status quo. “Because we’ve always done it that way” is not a reason. Guard against complacency. Be flexible. Find ways to get things done better, faster, and more efficiently.
16. Think about the team
It is not about you. Don’t let your ego or personal agenda get in the way of doing what is best for the team. Worrying about who gets credit or taking things personally is counterproductive. Help each other to succeed. Make sure every decision is based solely on advancing company goals.
17. Pay attention to the details
Missing just one detail can have an enormous impact on a job. Be a fanatic about accuracy and precision. The goal is to get things right, not simply to get them done. Double-check your work. Get the details right the first time.
18. “Give it zing,” every day
Have a passion for what we do and be fully engaged. Make the most of each day by approaching every task with energy, focus, purpose, and enthusiasm. Work with a sense of urgency to get things done. Be a superstar.
19. Communicate to be understood
Know your audience. Write and speak in a way that they can understand. Avoid using internal lingo, acronyms, and industry jargon. Use the simplest possible explanations.
20. Invest in relationships
Get to know your customers and co-workers on a more personal level. Talk more and e-mail less. Understand what makes others tick and what’s important to them. Strong relationships enable us to more successfully work through difficult issues and challenging times.
21. Be proactive
Solve problems before they happen by anticipating future issues, planning for contingencies, and addressing them in advance. Be prepared, do a pre-mortem review. Consider the consequences of your actions and decisions. Preventing issues is always better than fixing them.
22. Be process-oriented
World-class organizations are built on a foundation of highly effective, repeatable processes. Look to create processes for every aspect of your work, and then turn those processes into habits to achieve consistent results. Use the system.
23. Make a difference
Be an active part of your community. Give back by contributing your time, effort, and where appropriate, your money, to make your community better. Every little bit matters. You can and do make a difference. Be a good steward of the community and the land around us.
24. Take pride in our appearance
Your personal appearance makes a strong statement about the pride you take in your performance. Dress neatly and professionally. The appearance of our facility makes a similar statement about the quality of our work. Make certain that our work space is clean, neat, and orderly with tools in their proper place.
25. Make healthy choices
Take care of yourself at home and at the office. Eat well, exercise, and get adequate sleep. Support each other in making healthy choices. The healthier you are, the more you’ll thrive personally and professionally.
26. Treat each other like family
Our relationships go deeper than simply being teammates at work. We genuinely care for and about each other. Whether it’s a kind word during a tough stretch, a friendly smile each morning, or a helping hand in stressful times, show your compassion.
27. Get the facts
Don’t make assumptions. There’s always more to the story than it first appears. Gather the facts before jumping to conclusions or making judgments. Be curious about what other information might give you a more complete picture.
28. Be positive
You have the power to choose your attitude. Choose to be joyful, optimistic and enthusiastic. Your attitude is contagious. Spread optimism and positive energy.
29. Treasure, protect, and promote our reputation
We’re all responsible for, and benefit from, our company’s image and reputation. Consider how your actions affect our collective reputation, and be a proud ambassador for the company.
30. Keep things fun
While our passion for excellence is real, remember that the world has bigger problems than the daily challenges that make up our work. Stuff happens. Keep perspective. Don’t take things personally or take yourself too seriously. Laugh every day.