Over the past few months, Callzilla’s leadership team has been meeting for a weekly book club centered around Built to Win, by Annette Franz. Using Franz’s concepts as our guide and adapting exercises to our own needs, our leaders have gradually built a framework for our new culture; one that is client-centric, customer-centric, and employee-centric.
Establishing a new and improved culture is no small task. This will be a process, and defining our core values has been an important place to start. Months in the making, these principles will be the building blocks behind every project, conversation, and decision a Callzillier makes moving forward.
Execute
We follow through on our promises in an organized and timely manner. We do what we’re asked to do, and we do what we say we’ll do.
- Plan ahead.
- Complete tasks all the way through.
- Listen and understand objectives.
- Work with purpose and a sense of urgency.
- Don’t procrastinate.
- Attention to detail.
- Good communication.
- Problem-solving skills.
- Focus.
- Delegate tasks.
- Collaborate.
- Align on the goal and tasks needed to get there.
- Resolve conflicts.
- Provide resources to your team.
- Give feedback.
Adherence
Our commitment to the objectives and needs of clients, customers, and employees.
Examples of living this value:
- Defining objectives with words and numbers.
- Teaching and explaining to our stakeholders how to achieve the objectives.
- Understanding the “why” behind objectives.
- Paying attention to and reviewing data regularly.
- Taking ownership of objectives.
Care
This is what brings us together. We care deeply about each other, our clients and their customers. Creating a culture of warmth and belonging, where everyone is welcome. We listen to understand.
Examples of living this value:
- Ask questions to truly get to know clients and team members.
- Active listening.
- Recognize team members and clients alike.
- Say “thank you” (show your appreciation).
- Exhibit trust in others.
- Respectful communication.
- Have empathy and compassion for others.
Dare to Dream
Look at things from a new perspective, think critically and creatively, and then take action. Dare to dream, and then dare to make that dream a reality.
Examples of living this value:
- Be bold.
- Try new things and take chances.
- Take brave career choices.
- Have courageous conversations.
- Take a step outside of your comfort zone.
- Challenge the status quo.
- Set new standards.
- Have confidence in yourself and your abilities.
- Suggest other or better ways.
- Say “no” when you think something isn’t best for our client, customers, or employees.
- Share ideas no matter how small.
- Create action plans that work toward a goal.
- Take action in a timely manner.
Leadership
The ability of an individual or a group of individuals to influence and guide followers or other members of an organization, but also to be trusted and respected by followers and peers.
Examples of living this value:
- Empower team members.
- Good and consistent communication.
- Make others feel important.
- Treat others the way they want to be treated.
- Invest in team members’ development.
- Be accessible to your clients, employees, customers, and peers.
- Educate and train team members.
- Listen more, talk less.
- Have an open door policy.
Continuous Improvement
An ongoing effort to improve products, services, and processes. This includes efforts that work toward “incremental” improvement over time and “breakthrough” improvement all at once.
Examples of living this value:
- Don’t just dictate, participate.
- Welcome improvement of all types.
- Celebrate incremental improvement.
- Recognize and reward efforts.
- Stay curious.
- Stay up to date with best practices.
- If you’re going to fail, fail forward fast.
- Close the loop.
- Remove barriers to improvement.
- Provide resources.
- Communicate expectations.
- Unleash employees potential.
- Give feedback.
- Stop fixing, start improving.
Impact
Having a strong affect on the business based on decisions, plans, and performance; Staying involved in our community to make a social impact.
Examples of living this value:
- Deliver more than required.
- Test new tools and strategies.
- Deep analysis of information.
- Independent thinking.
- Plan for the long-term.
- Motivate yourself and others to create.
- Keep employee training updated.
- All team members buy into a shared goal
- All team members feel responsibility for outcomes.
- Get involved in the community.
- Consider social issues that affect the business and community.
- Advocate for others.
Purpose
Know your reason for doing something.
Examples of living this value:
- Explain why we do what we do.
- Be clear about what we want to achieve and why.
- Have confidence in your processes.
- Set clear goals and expectations.
- Think critically.
- Have a positive attitude.
- Focus on tasks that align with your goal.
- Do something every day toward achieving your goal.
- Always keep the goal in mind.
- Create a space where people want to work.
- Have a “power of one” mentality.
- Ensure leadership is fully aligned.
Trust
Creating authentic connections with clients, customers, and employees.
Examples of living this value:
- Work as a team.
- Have empathy for others.
- Active listening.
- Be supportive of your peers.
- Work with kindness in mind.
- Offer help without judgement.
- Have awareness of other’s needs.
- Follow-up on the plans you propose.
- Interact with clients and peers outside of work obligations.
- Take risks.
Sense of Urgency
Act promptly and with intention to make things happen efficiently and effectively. Doing what needs to be done immediately without being asked.
Examples of living this value:
- Have pride in your work.
- Promote a fast faced environment.
- Understand important deadlines and dates.
- Have a positive outlook on the tasks ahead.
- See tasks all the way through.
- Stay organized.
- Set realistic expectations.
- Come prepared to work each day.
- Don’t procrastinate.
- Ask when a task is needed by.
- Move at a steady, attainable pace.
- Get plenty of rest at night.
- Ask questions up front.
- Provide realistic timelines to others.
- prioritize your tasks.
- Set routines for yourself.
- Use a project management tool.
Accountability
Our assurance that Callzilla as an organization and Callzilliers as individuals will be evaluated on their performance or behavior related to something for which they are responsible.
Examples of living this value:
- Admit mistakes.
- Take ownership of processes.
- Recognize weaknesses.
- Analyze your part in a project or situation.
- Be transparent.
- Exercise good communication (what you say and how you say it).
- Support each other by offering and accepting help.
- Set appropriate expectations and penalties.
Passion
Have pride in your work, and a strong sense of responsibility for fulfilling client, customer, and employee objectives.
Examples of living this value:
- Have a growth mindset.
- Use your skills to add value.
- Get creative.
- Innovate.
- Pursue excellence.
- Have enthusiasm for your work.
- Bring energy to your work.
- Motivate others (passion triggers passion).
- Provide employees with independence.
- Make time for employees to learn.
- Provide non-monetary incentives.
- Volunteer for projects that interest you.
- Explore roles that fit your interests.
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