Our Nine Points of Culture Integrity | Sustainability | Empathy | Custom Service Excellence | Technical Excellence | No Bad People | No Excuses | Processes are King | Attitude Integrity Integrity I must always do the right thing for our clients. This means that I have to be honest about our shortcomings and also fix any issues regardless of the cost. To achieve this, I need to support a culture that focusses on learning from our mistakes, adapting our processes and retraining where necessary. Sustainability Sustainability I must always work in a way that protects and promotes the long-term health of our client’s businesses, as well as those of our suppliers and our own. Decisions can’t be made because they are easy in the short term and any solutions, I provide must be timeless based on current legislation. Empathy A client is always right to feel the way they do I must always recognise that any frustrations our clients experience stem from a failure of communication on our part. I should never assume that there is an understanding and seek to clarify situations in a concise and timely manner. Customer Service Excellence Customer Service Excellence I will always respond to our customers in a friendly, professional, and timely manner. This is also the case for team members and suppliers, and any feedback given will always be constructive with clear outcomes to be achieved. I will not judge people by their past mistakes, but purely on the actions they take to achieve a better future. Technical Excellence Technical Excellence I have a responsibility to maintain the highest levels of expertise in our industry. This is achieved through teamwork and a continuous willingness to engage with external partners and sources of information. Where I can, I will also seek to invest in developing revolutionary techniques and software for the industry. There are no bad people There are no bad people I will communicate with people in a way they wish to be engaged with, using their name and treat them with respect. Ultimately people are driven by the desire to build a better life for their loved ones and I must recognise that the actions I observe are them doing it in the best way they know how. No Excuses Excuses can never be tolerated Something might not be my fault, but it is always my responsibility and I will be jointly accountable for the success of the business. We are all human beings and while the chances of errors can be minimised by having the right processes, I must always have my colleagues and clients backs and be ready to pick the ball up if it’s dropped. Processes Processes are King I will always seek to adhere to and improve our processes. Our customers must be completely confident that if one member of the team isn’t available, then another can pick up immediately where they left things and provide the service to the exact same standard. I have the right to influence a process or script, but once agreed it must be followed. Attitude Attitude I will always come to work with a positive attitude and seek to enhance the way others feel about themselves. The world is an abundant place and despite everything I hear on the news, goodwill and opportunity exist everywhere. If I do have an issue with something, I will communicate it professionally and discreetly to my superiors or the person it relates to.