1. Customer First: The customer is our top priority. We dive deep to understand how and why our industry and our customers tick. Every day we are hyper focused on making our customers' lives better. Someone who embraces this value makes every decision, no matter how big or small, with the customer top of mind. They put themselves in the customers' shoes, find solutions and exceed expectations. If our customers aren't raving about our people and our products, then we have not achieved the level we strive for.
1.1. We Do
1.1.1. Actively ask customers if they are happy with the level of service we are providing them
1.1.2. Go above and beyond to deliver a WOW customer service experience
1.1.3. Act with a solution mindset
1.2. We Don't Do
1.2.1. Judge customers when they need guidance and support
1.2.2. Use internal policy as an excuse not to deliver for a customer
1.2.3. Choose not to help a colleague with a difficult customer
2. Be Better: Life is too short to settle for ordinary. We commit to doing something unexpected and something that our industry does not dare to do. We are not constrained by the way things have always been done. We creatively approach each task to find original solutions. We do challenging work and we achieve incredible things. We always take time to celebrate this, big and small. We clap and cheer. All the time. Clap. Your. Heart. Out.
2.1. We Do
2.1.1. Acknowledge when our colleagues do something extraordinary and celebrate their wins
2.1.2. Embrace change and always look for more innovative ways of working
2.1.3. Have an eagerness to learn
2.2. We Don't Do
2.2.1. Take shortcuts and deliver the bare minimum expected of us
2.2.2. Act close-minded and negative towards new ideas and opinions
2.2.3. Demonstrate to people they are wrong without understanding where they are coming from and think someone is an idiot if they don't agree!
3. Keep Growing: We are open minded and we like to discuss and debate thoughts, ideas and plans to broaden and further inform our beliefs and approaches. We know that ego prevents us from learning. We seek, accept and give feedback fearlessly to continue to grow personally and professionally. We admit mistakes. Mistakes are okay, so long as we learn something from them. We recognise that growing companies are going to hit road bumps and we embrace the learnings that arise. If we are not continuously changing, evolving and improving we are falling behind. No two years will ever look the same at Profresh.
3.1. We Do
3.1.1. Actively ask for feedback
3.1.2. Approach a challenge with enthusiasm and a glass is half full mentality
3.1.3. Take action when issues and errors are identified and bring it to the attention of the right person
3.2. We Don't Do
3.2.1. Respond to feedback defensively
3.2.2. Consistently make the same error and not learn from them and can't acknowledge mistakes and recognise we are all human
3.2.3. Act close minded to other opinions and ideas
4. Collaborate Actively: We leverage collective genius. Every one of us is generous with one another, with our time and with our knowledge. We hold ourselves accountable for outcomes, good and bad and we don't pass the buck. We show up for each other, act with empathy and bring our authentic selves to work every day. No matter what, we make sure no man is left behind.
4.1. We Do
4.1.1. We leave no man behind! Always ask is there anything else I can do to help.
4.1.2. Share best practice across the team and business to influence change and business improvement
4.1.3. Overcome challenges and solve problems without assigning blame
4.2. We Don't Do
4.2.1. Choose not to help a colleague when they need it
4.2.2. Act selfishly and put ourselves before the team and customer
5. Open Communication: We are all open, clear, direct and honest in our communications. If something doesn't make sense, we ask questions. We understand that communication starts by listening mindfully, understanding different perspectives and caring about each other. When we disagree, we respectfully and constructively speak our minds, but trust in, and commit to, informed decisions.
5.1. We Do
5.1.1. Pick up the phone as our preferred method of communication with our customers
5.1.2. Have the point easy conversation - we don't trade off easy now for really hard later!
5.1.3. Listen mindfully
5.2. We Don't Do
5.2.1. Have a crack at our colleagues because we are under pressure
5.2.2. Engage in water cooler conversation and not go to the source of truth
5.2.3. Sit on the fence when you observe poor behaviour
6. Build Community: The average person will spend over 90,000 hours of their life at work! Terrifying? Not at all. If those hours are filled with meaning and fun. We believe in building relationships with each other and creating unexpected moments that surprise and delight our team.
6.1. We Do
6.1.1. Lead a positive culture by bringing people together
6.1.2. Take new team members under our wing and ensure they are secure and confident
6.1.3. Proactively look for opportunities to call out team members for their great work
6.2. We Don't Do
6.2.1. Act in a manner that is disrespectful, isolating or discriminating to a colleague or customer
6.2.2. Act ignorant to the fact that our attitude effects others in the team