Field Notes

PRACTICE BLAMELESS PROBLEM-SOLVING. Apply your creativity and enthusiasm to developing solutions, rather than pointing fingers or dwelling on problems. Identify lessons learned and use those lessons to strengthen the team, and to improve ourselves and our processes so we don’t make the same mistake twice. Learn from every experience.

SPEAK CANDIDLY. Speak professionally in a way that moves the action forward. Be willing to ask questions, share ideas, or raise issues that may cause conflict when it’s necessary for team success. Address issues directly with those who are involved or affected.

PRACTICE ACTIVE LISTENING. Listening is more than simply “not speaking.” Give people your undivided attention, without interrupting. Be present and engaged. Ask questions, suspend your judgment, and be curious to learn more. Listen with care and provide feedback. Above all, listen to understand.

GET CLEAR ON EXPECTATIONS & PURPOSE. What are we doing and why? Create clarity and avoid misunderstandings by discussing expectations upfront. Establish mutually understood objectives and deadlines for all projects, issues, and commitments with both internal and external customers. Ensure activities align with our strategic plan.

BE PASSIONATE AND POSITIVE. You have the power to choose your attitude. Choose to be joyful, optimistic, and passionate about what you do. Your attitude is contagious. Spread optimism and positive energy. Demonstrate your passion by approaching every task with energy, focus, purpose, and enthusiasm.

DRIVE FOR INNOVATION. Take intelligent risks. Innovation, improvement, and success don’t come from playing it safe. They come from a thoughtful and intentional willingness to try the unconventional and to ask “What if?” Don’t be afraid to make mistakes. We learn the most when we try something new. Use sound judgment.

T’was the night before Christmas Santa had lots of stops to make When he suddenly had to press on the sleigh brake. But something went wrong, and he landed with a smash A bolt had come off and caused the sleigh to crash Santa didn’t want Christmas to be a big flop but how was he going to make all of his stops?

BE VIGILANT ABOUT SAFETY. Know and practice the safety procedures for your job. Watch out for the safety of your team members as well, for you are your brother’s keeper. Never take shortcuts that compromise your safety or that of your team members.

MAKE QUALITY PERSONAL: Good is not good enough. Demonstrate a passion for excellence. Take pride in the quality of everything you do. Always ask yourself, “Is this my best work?” Everything you touch has your signature and makes a statement about you. Make sure it’s a statement of excellence.

HONOR COMMITMENTS: There’s no better way to earn people’s trust than to be true to your word. 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 time frame to be honored.

DELIVER LEGENDARY SERVICE In all situations, act in the best interests of our customer, even if it’s to our own short-term detriment. You’re empowered to do what’s necessary, so create extraordinary experiences they’ll tell others about. Amaze our customers, and create customer loyalty by doing the unexpected.

In the Great Room in our Rockford facility is a display that shows the figures of five people climbing ropes up the wall. In the four years these figures have been on the wall, none of them have reached the top.