Take personal responsibility for making things happen. When the first plan fails, try another. Don’t wait and don’t stall—keep pushing until you find a solution. If you’re stuck, pull others in early. 

Define what “good” looks like, why it matters, and how to achieve it. Show people where they are compared to the standard, then coach the adjustment. Turn unwritten expectations into shared, repeatable standards. 

Question how the work is done. Look for waste, friction, or unnecessary steps—and better ways to deliver value. Call out opportunities for improvement, even when it’s outside your own role or process. 

Respond to questions and concerns quickly with either a complete, accurate answer or a clear plan to deliver one. “I don’t know yet, but I will find out” is often better than no response. This includes in person, on the phone, or digitally. Become known for answering the phone and returning calls quickly.

The best way to influence others is through your own example. Model the standard before expecting it from anyone else. Start the tough conversation. Be the first to back a strong idea, try a new process, or own a mistake publicly.

Figure out what the customer is trying to accomplish and what matters most to them. Ask clarifying questions, then translate their needs into clear, accurate next steps that solve the right problem. Know the product and systems well enough to guide the customer to the right solution.

Catch people doing things right. Regularly extend meaningful acknowledgement and appreciation – up, down, and across the organization. Name the behavior and the impact.

Use and improve processes to eliminate waste, reduce confusion, and deliver consistent results. Don’t work around broken processes—fix them. Document and communicate all changes. Make it easy for the next person to succeed. 

Start from the belief that people are fair and honest. Don’t invent bad motives—ask questions and clarify. Give people benefit of the doubt until facts prove otherwise.

Do excellent work. Demonstrate care about the quality of everything you touch. Before handing off, ask yourself: “am I proud of this work?” Don’t pass sloppiness downstream.