The H&D Way
The Culture Points that Define Us
Our goal is not to be perfect. It is to be exceptional.
Exceptional performance comes from exceptional people. And the foundation for exceptional people is exceptional culture. These cultural fundamentals describe the behaviors that define us. Combined with the intelligence & quality of our team these fundamentals set us apart as leaders in our field. ~Tom Hermstad, President
We are a company committed to our employees-their growth and engagement is paramount. A strong team enables excellence for our clients.
No ego. Don't let your ego get in the way of your success. Don't let how you think you'll be viewed control how you respond to situations. It's not about you. It’s about helping our clients.
Be on the excitement plan. Have energy and passion for what you do-be fired up. People sense energy on the phone, if you're up they'll be more likely to be happy and helpful. Work's a lot more fun when you're into it.
Don't be a jerk. Act nice to people, be helpful, be patient, be kind, take care of the team.
Keep paddling. Don’t give up, effort matters, if you make a mistake get up brush it off and go at it again.
Creativity & initiative. You need to try new things, think outside the box and bring forward new ideas.
Listen More. Listen to your peers, customers, experts in areas. Talk less listen more.
Be Fanatical about response time. Knock ‘em over customer service-super fast responses. Even if you don't have the answer tell people you received their communication and will get back to them by a time and date. Respond to emails/teams as quickly as possible both internally and externally.
Expectations matter. Make sure you set expectations and follow thru on them. Be clear and concise.
Continuous Improvement
Transparency. Aggressive on Security, Proactive. Trust yet Verify.
Find someone doing something right and tell ‘em. Have a culture of looking for people doing something right and telling them when they do. Beers, Tea, whatever.
Do what you say. Meeting commitments is super important. If you are going to miss a commitment let the person know well in advance of the deadline and project a new completion date.
Own it-Last 5%. If it's yours figure out how to do it and follow thru to completion. Look for things that are wallowing and pick them up and complete them. Take the next step get all the information someone else needs to make a decision. It's all our jobs to ensure we take care of our clients; a dropped ball is a dropped ball no matter who's area it's in. True teams do what needs to get done regardless of who gets credit or whose 'job' it is.
Cooperation is king. We are stronger and better as the sum of all our parts and only as strong as the weakest link. Share information for the betterment of the team. Be a ‘Go-Giver’.
Don’t get bit in the ass. Plan well and then implement consistently so we don’t get bit. When you start something-especially a project-ask yourself what could go wrong then plan for it.
Healthy Finances. Committed to running a healthy organization, everyone on the team does their part to make us financially sound and profitable.
Continuous Improvement. Committed to everyone getting better all the time. Training, communication, learning from other team members is what we do.
Create and follow processes and procedures. Use automation and our software tools to handle the repetitive tasks, use brain power on things that are out of the norm or outside the process. Look for areas that don't have definition and define them!
It doesn't exist if it's not in ConnectWise. Make it so others can take over your ticket at any time without having to ask a bunch of questions. Without hour and ticket entry we cease to exist as an organization and as individuals!
Powerhouse documentation. IT Glue. Relentlessly, thoroughly document everything so the next guy (who might be you) doesn’t waste time finding what’s needed to get the job done efficiently.
Wear the customer’s shoes. Without them we're done. Treat them with the respect they deserve and the care they desire. Do the little things-blow people away! Do the unexpected. Mere customer satisfaction is for lesser companies.
Protect privacy & security. Use security processes & procedures with our tools to enforce a zero tolerance security posture.
Assume positive intent. Give people the benefit of the doubt. We do not talk negatively about our clients, vendors or coworkers. Use your creative capabilities to find resolutions. If you have an issue bring it forward immediately, don’t hold things up and ‘dump’ on the team.
Your schedule is the team's schedule. Document your schedule so it's not a mystery what you're up to.
