The Action Lift Way
At Action Lift, we aim to inspire our team to implement the principles and practices that are the foundation of our company’s culture. We strive to constantly deliver for our customers, respect each other, and work together to follow the 30 fundamentals that lay a path to the Action Lift Way. These fundamentals describe who we are and drive our team’s extraordinary success.
Our 30 Fundamentals
DO THE RIGHT THING, ALWAYS
Demonstrate a commitment to doing the right thing in every action and decision you make, especially when no one’s looking. Tell the truth, no matter the consequences. If you make a mistake, own up to it, apologize, and make it right.
MAKE QUALITY PERSONAL
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?”
PRACTICE BLAMELESS PROBLEM-SOLVING
Demonstrate a 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.
HONOR COMMITMENTS
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, and meetings. If a commitment can’t be fulfilled, notify others early and agree on a new deliverable to be honored.
GET CLEAR ON EXPECTATIONS
Discuss expectations upfront to create clarity and avoid misunderstandings. Set expectations for others and ask questions when you’re not clear on what they expect of you. End all meetings with clarity about action items, responsibilities, and due dates.
LISTEN TO UNDERSTAND
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.
SPEAK STRAIGHT
Speak honestly in a way that 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. Address issues directly with those who are involved or affected.
FIND A WAY
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. Make things happen and see issues through to their completion.
SHOW MEANINGFUL APPRECIATION
Recognize people doing things right rather than pointing out when they do things wrong. Regularly extend meaningful acknowledgment and appreciation — in all directions throughout our organization.
SHARE INFORMATION
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?”
DELIVER LEGENDARY SERVICE
It’s all about the experience. With every experience, do the little things, as well as the big things, that impress people. Make every interaction stand out for its helpfulness. Create the “WOW” factor that turns customers into dedicated fans. This includes both internal and external customers.
ASSUME POSITIVE INTENT
Work from the assumption that people are good, fair, and honest and that the intent behind their actions is positive. Set aside your own judgments and preconceived notions. Give people the benefit of the doubt.
BE RELENTLESS ABOUT IMPROVEMENT
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.
EMBRACE CHANGE AND GROWTH
What got us here is different from what will bring 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.
WALK IN YOUR CUSTOMERS' SHOES
Understand your customers' world. Know their challenges and frustrations. See the world from their perspective. The better you understand them, the more effectively you can anticipate and meet their needs.
CREATE A GREAT IMPRESSION
Every conversation, phone call, e-mail, 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.
TAKE PRIDE IN OUR APPEARANCE
Your personal appearance strongly reflects the pride you take in your performance. The appearance of our people, vehicles, and work areas makes a similar statement about the quality of our work. We must take responsibility for keeping our environment clean, neat, and professional.
WORK SMART
Be organized and plan your work for maximum efficiency. Have all the tools necessary before starting your work. Look ahead and be thoughtful about your schedule. Have a game plan for your calls, your tasks, and your workday. Know the priorities and work on them first.
PAY ATTENTION TO THE DETAILS
Missing just one detail can have an enormous impact on a job. Be focused on 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.
GO THE EXTRA MILE
Be willing to do whatever it takes to accomplish the job—plus a little bit more. Whether it’s starting early, staying late, or doing something that’s not in your job description, it’s the extra mile that separates the ordinary from the extraordinary.
CHECK THE EGO AT THE DOOR
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 g what’s best for the customer.
“BRING IT” EVERY DAY
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.
BE EASY TO WORK WITH
Find ways to make working with you/us easier. Provide simple and complete instructions. When in doubt, do more rather than leave the work for someone else to finish. Streamline our processes. Simplify everything. Be extra helpful.
EMBRACE DIVERSITY
Be open to learning from others, no matter their role and regardless of their age, race, sex, background, experience, or tenure with our company. We make better decisions and achieve greater success when we consider multiple perspectives and work together.
PROTECT AND PROMOTE OUR REPUTATION
We’re all responsible for, and benefit from, our company’s image and reputation. Consider how your actions affect our collective reputation, and be a proud ambassador for the company.
BE POSITIVE
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.
BE VIGILANT ABOUT SAFETY
Know and practice the safety procedures for your job. Never take shortcuts that compromise your safety or the safety of your teammates and our customers. Watch out for the safety of our customers and your teammates, for we're all part of our company's family.
INVEST IN RELATIONSHIPS
Get to know your customers and co-workers on a more personal level. Talk more and e-mail less. Understand what makes others tick and what’s important to them. Strong relationships enable us to work through difficult issues and challenging times successfully.
BE A LIFELONG LEARNER
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. Be curious, ask thoughtful questions, and listen intently to the answers.
KEEP THINGS FUN
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.