2. Be great.
• We hire great people and expect a lot from them. We treat people with
fairness and respect. We continually raise the bar and are driven to
deliver high quality products, services, and processes. We ensure that
defects do not get sent down the line and that problems are fixed so
they stay fixed. We expect insights to be influential and important—not
prone to flakiness, anger, or impulsiveness. We strive to be dependable
and reliable.
3. Deliver WOW.
• We distinguish ourselves from the norm, going above and beyond
what is expected to deliver an emotional and lasting impact on the
receiver. We seek to WOW our customers, our co–workers, and our
company. We aim to have a lasting impact on the world.
4. Drive and foster change.
• We do not to fear change, but instead embrace it enthusiastically.
We thrive in an evolving business environment by remaining agile,
flexible, and nimble. We always inspect and adapt—never
comfortable with the status quo. Change is our evolution to
providing a greater impact through service, and it is important that
most of the changes in the department are driven from the bottom
up—from the people on the front lines.
5. Create enjoyment.
• Our success is driven by our culture and we expect our people to
know and enjoy each other. We want people to be able to express
their personality in their work and thrive on their memorable
experiences. We never want to be boring. We want to be fun and a
little weird—even if we are perceived as unconventional—to have a
challenging and energetic work environment.
6. Be bold. Invent and simplify.
• We encourage innovation through practicality and simplicity. We
expect our team to look for new ideas in every aspect of life. We
encourage bold (but not reckless) decisions. We do not want people
to be afraid to take risks and make mistakes. We are not bound to
the concept of "that's the way things have always been done”. We
seek new adventures and possibilities with an open mind.
7. Build strong relationships
with communication.
• We believe that honest communication is the foundation for
building strong relationships. When built on trust, these
relationships are what allow us to accomplish so much more than
we could on our own. We want everyone to always try to go the
extra mile in encouraging thorough, complete, and effective
communication.
8. Be tenaciously honest.
• We exhibit honesty and integrity in everything we do, avoiding the
partial or tinted truth. We always act for the good of the whole. We
are straightforward when disagreeing with others, respectfully
challenging decisions—even when doing so is uncomfortable or
exhausting. We are tenacious in our decisions and never
compromise for the sake of social cohesion. When a decision is
made, we commit wholly.
9. Be accountable.
• We only foster owners. We value people who see the big picture—
not sacrificing long–term value for short–term results. We expect
individuals to act on the behalf of the entire company; beyond just
their own team, beyond just themselves. We believe owners should
never say "that's not my job".
10. Be hungry.
• We expect a deep found passion that is apparent to everyone. We
want people to wake up every morning, excited to make someone's
day—company, co-worker or customer. We value passion,
determination, perseverance, and the sense of urgency. Passion and
determination are contagious, and we believe that our thirst for
excellence should be infectious and inspiring.
11. Don’t take success for granted.
• We do not let our successes cause us to be arrogant. We treat each
other no differently than we would want to be treated. We are
humble; always acting like an underdog.
