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At PayPro, we're dedicated to building an extraordinary company that always delivers a WOW to our clients. Our 3 core values of Trust, Loyalty and Friendship are the foundation for that effort. But what do those values mean in practice? The 28 "Fundamentals" that follow provide the answer. They describe the daily behaviors that bring our values to life. We call it The PayPro Way.
It's all about the experience. With every experience, do the little things, as well as the big things, that suprise people. Make every interaction stand out for its helpfulness. Create the "WOW" factor that turns clients into raving fans. This includes both internal and external clients.
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.
Demonstrate a passion for excellence and take pride in the quality of everything you touch and everything you do. Have a healthy dislike for mediocrity. Good is not good enough. Always ask yourself, "Is this my best work?"
Respond to questions and concerns quickly, whether it's in person, on the phone, or by email. 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.
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.
Do what you say you’re going to do when you say you are going to do it. This includes being on time for all phone calls, appointments, and meetings. If a commitment can’t be fulfilled, notify others early and agree on a new deliverable
Every conversation, phone call, email, letter and even voicemail, sets a tone and creates an impression. Pay attention to every interaction and be sure you’re setting a tone that’s friendly, warm and helpful.
Understand your clients’ world. Know their frustrations. See the world from their perspective. The better you understand them, the more effectively you can anticipate and meet their needs.
Create, clarify and avoid misunderstandings by discussing expectations upfront. Don’t make assumptions, instead, 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.
Respond to every situation by looking for how we can do it, rather than explaining why it can’t be done. Be resourceful and don’t make excuses. See issues through their completion.
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 judgement, and be curious to know more, rather than jumping to conclusions.
Demonstrate a relentless solution focus, rather than pointing fingers or dwelling on problems. 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.
There’s always more to the story than you think. Learn to ask questions and gather the facts before jumping to conclusions and making judgments. Be curious about additional information that might yield a more complete picture.
You have the power to choose your attitude. Choose to be joyful, optimistic and enthusiastic. See the good in others. Your attitude is contagious. Spread optimism and positive energy.
Find ways to help both our clients and our team become better, faster and more effective. Understand the goals and be sure everything you do is aligned around helping meet the objectives. Ask yourself, “Am I making a difference?”. Quite simply, if we don’t add value, there’s no reason to be involved.
It’s not about you. Don’t let your ego get in the way of doing what’s best for the team. Worrying about who gets credit or taking things personally is counterproductive. Make sure every decision is based solely on advancing team goals and doing what’s best for the client.
While effort is important, people expect results. Follow-up on everything and take responsibility to ensure that tasks get completed. Set high goals, use measurements to track your progress, and hold yourself accountable for achieving those results.
Follow our processes and procedures to ensure consistency and high performance. When you see opportunities for process improvement, recommend them so that new and better standards can be established for the benefit of everyone.
Show people that you care about them as individuals, not just as transactions. Communicate on a more personal level by speaking “live” instead of relying on texts or emails. Pay attention to the things that make people unique.
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. Find ways to get things done better, faster and more efficiently.
Our relationships go deeper than simply being teammates at work. We genuinely care about each other. Whether it’s a kind word during a tough stretch, a friendly smile each morning or a helpful hand in stressful times, show your compassion.
In the search for the best solutions, challenge and question what you don’t understand. Ask “why?” and don’t accept anything at “face value” if it doesn’t make sense to you. Be curious, ask thoughtful questions, and listen intently to the answers. Dig deeper to go beyond the expected. Ask the extra question.
Recognize people doing things right, rather than pointing out when they do things wrong. Regularly extend meaningful acknowledgement and appreciation - in all directions throughout our organization.
Take personal responsibility for making things happen. Don’t wait for someone else to take action or solve the problem. Show initiative. If you see it, own it and make sure it gets done.
Collaborate internally and with our clients and partners to find better solutions. Share the knowledge you’ve accumulated with others rather than keeping it to yourself. Stay open to different perspectives and creative ideas, and be inclusive. Collaboration generates better ideas than does working alone.
You can and do make a difference. Leave things better than you found it. Look for ways to brighten someone’s life. Be the change you want to see.
Seek out and take advantage of every opportunity to gain more knowledge, to increase your skills, and to become a greater expert. Push yourself beyond your comfort zone. Be resourceful about learning and sharing best practices.
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.