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.
Give others your undivided attention. Demonstrate your understanding by paraphrasing what you heard and confirm. Listen for what isn’t being said. Ask about the “why” behind the message.
Put the team’s result ahead of ego, credit, or role boundaries. Do what best serves the group and the outcome, not just your part. Step in, help out, and support each other when it’s needed so the whole team succeeds.
Do what you say you’re going to do, when you say you’re going to do it. This includes being on time. If a commitment is at risk, then notify others early and replace it with a new commitment. Reliability builds trust.