Have a passion for what we do and be fully engaged. Make the most of each day by approaching every task with energy, focus, purpose, and enthusiasm. Work with a sense of urgency to get things done.

"Bring It" Every Day.

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It’s all about the experience. With every experience, do the little things, as well as the big things, that surprise people. Make every interaction stand out for its helpfulness. Create the “WOW” factor that turns customers into raving fans. This includes both internal and external customers.

Deliver Legendary Service.

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Do what you say you’re going to do, when you say you’re going to do it. This includes being on time for all phone calls, appointments, meetings, and promises. If a commitment can’t be fulfilled, notify others early and agree on a new deliverable to be honored.

Honor Commitments.

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Our business is built on trust and trust is built on relationships. Make smart decisions that enhance long-term relationships. Strong relationships enable us to more successfully work through difficult issues and challenging times with each other, our clients, our carriers and others.

Invest in Relationships.

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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 judgment and be curious to know more, rather than jumping to conclusions. If necessary, ask the extra question. Above all, listen to understand.

Listen Generously. 

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Our clients share information with us because they need and trust us. Honor that trust by keeping their information in confidence and taking appropriate steps to safeguard how and where it’s used. The same is true for information about our own agency as well as about your colleagues.

Respect Confidentiality.

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It’s not about you. Don’t let your own ego get in the way of doing what’s best for the team. Be open to learning from others, no matter what role they have, and regardless of their age, experience, or years with the company. Everyone has something he/she can teach us, and everyone’s perspective has value.

Be Humble.

08

Anticipate future issues and work to address them in advance. Work with appropriate lead times. Preventing issues is always better than fixing them.

Be Proactive.

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It’s not a one-way street. In fact the best solutions benefit our clients, our carriers, our community and us. Learn to think from other perspectives. Discover what others need and find solutions that meet their needs while still fulfilling your own. They are always longer lasting and more satisfying than win/lose solutions.

Create Win  Solutions.

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Respond to questions and concerns quickly, whether it’s in person, on the phone, or by e-mail. 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.

Be a Fanatic about Response Time.

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Be an active part of your community. Give back by contributing your time, effort, and where appropriate, your money, to make your community better. Every little bit matters. You can and do make a difference.

Make a Difference. 

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What got us here is not the same as what will get us to the next level. Get outside your comfort zone, rather than stubbornly hanging on to old ways of doing things. Be excited by the possibilities that change and growth bring. Be flexible.

Embrace Change and Growth.

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The goal is to get things right, not simply to get them done. While we always want to work with a sense of urgency, sometimes we need to slow down in order to speed up. Double-check your work.

Do It Right the First Time.

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Make every interaction count. Every conversation, phone call, e-mail, letter, and even voicemail, sets a tone and creates a feeling. Pay attention to every interaction and be sure you’re setting a tone of friendliness, warmth, and helpfulness.

Create a Tone of Friendliness and Warmth.

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It’s about the team. The only ‘turf’ is GIS turf. Be there for each other and be willing to step into another role or help a co-worker when that’s what’s required for success. Help each other to succeed. With appropriate respect for confidentiality, share information freely throughout our organization. The more people know, the better we can collaborate. Learn to ask yourself, “Who else needs to know this?”

Think Team First.

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From the spelling of a client’s name, to the accuracy of their policy, details matter. Be a fanatic about accuracy and get the details right.

Pay Attention to the Details.

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Create clarity and avoid misunderstandings by discussing expectations upfront. Set expectations for others and ask when you’re not clear on what they expect of you. End all interactions with clarity about action items, responsibilities, and due dates.

Get Clear on Expectations.

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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.

Practice Blameless Problem-Solving.

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People don’t care how much you know until they know how much you care. Listen for, and pay attention to, the things that make people unique. Think about how you feel when you receive handwritten notes, personal cards, and timely phone calls to acknowledge your specialness. Show people you care about them as individuals, rather than as transactions. Be that person you would want helping your family.

Practice the "Human Touch."

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The best way to influence others is through your own example. Walk the talk. Take responsibility, both formally and informally, to coach, guide, teach, and mentor others. Be the change you want to see.

Lead By Example.

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Use every opportunity to be a teacher and advisor, while being careful to consider your audience. Write and speak in a way that they can understand. Avoid using internal lingo, acronyms, and industry jargon. Use the simplest possible explanations.

Communicate to be understood.

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Speak honestly in a way that’s respectful and helps to make progress. Say what you mean, and be willing to ask questions, share ideas, or raise issues that may cause conflict when it’s necessary for team success. Be courageous enough to say what needs to be said. Avoid gossip by addressing issues directly with those who are involved or affected.

Speak Straight.

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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.

Keep Things Fun.

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Take personal responsibility for making things happen. Respond to every situation by looking for how we can do it, rather than explaining why it can’t be done. Be resourceful and show initiative. Don’t make excuses or  wait for others to solve the problem. See issues through to their completion.

Find A Way.

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Recognizing people doing things right is more effective than pointing out when they do things wrong. Regularly extend meaningful acknowledgment and appreciation — in all directions throughout our organization.

Show Meaningful Appreciation.

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Follow operating 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.

Use Best Practices.

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Our relationships go deeper than simply being teammates at work and drama has no place in a high performing organization. We genuinely care for and  about each other. Whether it’s a kind word during a tough stretch, a friendly smile each morning, or a helping hand in stressful times, show your compassion.

Treat Each Other Like Family.

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Demonstrate a passion for excellence and take pride in the quality of everything you touch and everything you do. Have a healthy disdain for mediocrity. Good is not good enough. Always ask yourself, “Is this my best work?”

Practice A+ness As a Way of Life.

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You have the power to choose your attitude. Choose to be joyful, optimistic, and enthusiastic. Give people the benefit of the doubt. Your attitude is contagious. Spread optimism and positive energy.

Be Positive.

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While we appreciate effort, we reward and celebrate 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.

Deliver Results.

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We’re all responsible for, and benefit from, the GIS image and reputation. Consider how your actions and words affect our collective reputation, and be a proud ambassador for the company.

Be A Brand Ambassador.

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Be a lifelong learner. Be curious. Seek out and take advantage of every opportunity to gain more knowledge, to increase your skills, and to become a greater expert. Be resourceful about learning and sharing best practices  in a way that demonstrates humility and empathy for others.

Work On Yourself.

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