Leaders work not just to satisfy customers but to delight customers. They come to work everyday to obsess over customers and earn their trust.
It’s Always Day 1
Leaders embrace trends as tailwinds. Unencumbered by status quo, they lean into the future knowing that yesterday’s "wow" quickly becomes today’s "ordinary". Leaders improve and invent before they have to.
Leaders proactively share knowledge and insights with colleagues. They are intellectually curious and know that intellectual curiosity only bears fruit with intellectual generosity.
Leaders listen attentively, speak candidly, and treat others respectfully. Leaders are vocally self-critical, even when doing so is awkward or embarrassing.
Leaders know their business inside out, good and bad. They sweat the details and act on behalf of the entire company, beyond just their own team. They never say “that’s not my job.”
Write it Down
Our business is complex. We embrace narrative writing over bullet point presentations.
Bias for Action
Speed matters in business. Many decisions and actions are reversible and do not need extensive study. We value calculated risk taking.
Prioritization helps drive clarity of thought and improved outcomes. Decisions are progress, so we make decisions with available information and keep learning.
Disagree and Commit
Leaders respectfully speak up when they disagree, even when doing so is uncomfortable or exhausting. They do not compromise for the sake of social cohesion. However, once a decision is determined, they commit wholeheartedly.
Leaders deliver results with the right quality and in a timely fashion. Despite setbacks, they rise to the occasion and never settle.