The Fundamentals of RK Engineering Group, Inc.
1. Do What’s Best for the Client. In all situations, do what’s best for the customer. There is no greater way to build client loyalty than to steadfastly do what’s right for others every single day.
2. Honor Commitments. There is no better way to earn trust than to be true to your word. Do what you say you are going to do. This includes being on time for phone calls, appointments, meetings and project due dates. Allow extra time for surprises and delays, and don’t let them be excuses.
3. Do the Right Thing, Always. Demonstrate an unwavering commitment to doing the right thing in every action you take and in every decision you make, even when no one’s looking. Always tell the truth. If you make a mistake, own up to it, apologize and make it right. If there is a choice to getting it done quickly or getting it done right, opt for the latter, but be sure to inform the client of any delay and explain the reason for it.
4. Be a Fanatic About Response Time. People expect us to respond to their questions and comments quickly. This includes confirmation by simply acknowledging that we got the question and we’re on it. Whether it’s in person, on the phone, or by email. Keep those involved continuously with updates on the status of outstanding issues. Rapid response is one of the easiest and best ways to establish loyal clients.
5. Pay Attention to the Details. From the spelling of a client’s name to the calculation of our data to the RK logo on our letterhead…details matter. Be a fanatic about accuracy and precision. Double-check your work and have teammates review your work. Get the details right. Two sets of eyes looking at something are always better than one. “Measure twice and cut once”.
6. Check the Ego at the Door. It’s not about you. Don’t let your ego or personal agenda get in the way of doing what’s best for the team. Worrying about who gets credit is counterproductive. Make sure every decision supports RK goals and objectives. Keep a professional demeanor when discussing issues with our clients, public agencies, and others.
7. Practice Blameless Problem-Solving. Apply your intelligence, creativity, spirit, and enthusiasm to developing solutions, rather than pointing fingers and dwelling on problems. Identify lessons learned and implement those lessons to improve our process so we don’t make the same mistake again. Learn from every experience.
8. Find a Way. Take personal responsibility for making things happen – somehow someway. Approach every situation by looking at how we can do it rather than explaining why it can’t be done. Think outside the box, be resourceful and show initiative. Some of the best solutions are those that break new ground and may not follow previous ways of doing things.
9. Always Ask Why. Don’t accept anything at “face value” if it doesn’t make sense to you. Be curious and question everything you don’t understand. There is no better question than why? Never stop asking it.
10. Share Knowledge and Be a Mentor. With respect to confidentiality, share information freely with your team members. Learn to ask yourself, ”Who else can benefit from this?” Information is one of our greatest assets. Find it, share it and use it.
11. Be Process-Oriented. A successful organization adheres to highly effective and repeatable processes. Prioritize your work each day to get the highest priorities completed that day. Look to create a process for every aspect of your work and turn those processes into habits to achieve consistent results. Always think things through carefully.
12. Get the Facts. Don’t guess. There is always more to the story than it first appears. Gather all of the facts prior to jumping to conclusions or making judgments. Be curious about what other information might give you a more complete picture. If you don’t know the answer right away, say you will look into it and will get right back with the appropriate answer.
13. Keep Things Fun. Remember that the world has bigger problems than the daily challenges that make up our work. Stuff happens. Keep perspective. Don’t take things personally or take yourself too seriously. Laugh often.
14. Celebrate Success and Recognize the Victories. Catching people doing things right is more effective than catching them doing things wrong. Regularly extend meaningful acknowledgment and appreciation in all directions throughout our company.
15. Look Ahead and Anticipate. Solve problems before they happen by anticipating future needs and addressing them in advance. Preventing issues is always more effective than fixing them.
16. Deliver Results. While effort is appreciated, we reward and celebrate results. Our job is to define the alternatives and create recommendations that are practical, cost-effective, and work for the environment. Set high goals, use measurements to track your progress, and hold yourself accountable for achieving those results.
17. Go the Extra Mile. Be willing to do whatever it takes to accomplish the job…plus a little more. Take the next step to solve problems. Even if it is not in your job description. It’s the extra mile that separates the average person from a superstar. Be a superstar!
18. Be Obsessive About Organization. If you can’t manage multiple issues, tasks, and promises, you won’t be a superstar. Maintain a clean and orderly work area. Use an effective task management system to prioritize and track outstanding issues. Plan your work, work your plan.
19. Assume Positive Intent with a Professional Demeanor. Work from the assumption that people are honest, fair and that the intent behind their actions is positive. Set aside your own judgments and preconceived notions. Give others the benefit of the doubt.
20. Follow-Up on Everything. Record a follow-up date for every action and client. Take responsibility to see that it gets completed. Remember, persistence matters. We get paid to complete things, not simply put them in motion.
21. Speak Straight. Speak honestly in a way that moves the action forward. Make clear and direct requests. Say what you mean and engage others with questions and ideas. Be open to sharing potential issues and be prepared to provide solutions to those who are directly involved.
Remember, you are the expert in your subject matter. The public and your clients will look up to you in your area of expertise.
22. Be Prepared. Do those extra tasks that get you ahead of potential obstacles, pitfalls or objections before they become issues. Gather data and spend time to understand the issue from multiple perspectives. Always do a field review and anticipate questions in advance and have your answers ready if asked. Remember to wear your belt and suspenders.
23. Create a Tone of Friendliness and Warmth. Every conversation, phone call, e-mail, letter and even voicemail, set a tone and creates a feeling. Pay attention to every interaction and be sure you are setting a tone of friendliness, warmth, and helpfulness.
24. Get Clear Expectations. Create clarity and avoid misunderstandings by discussing expectations upfront. Establish mutually understood objectives and deadlines for all projects, issues, and commitments. Where appropriate, ask others to confirm by asking others to repeat back their understanding to ensure total clarity.
25. Listen Generously. Listening is more than simply “not speaking.” Be present and engaged. Quiet the noise in your head and let go of the need to agree or disagree. Create space for team members to express themselves without judgment. Listen with care and empathy. Above all, listen to understand.
26. Create a Positive Working Environment. A successful and high-performance environment is a place where individuals thrive and utilize their talents to their greatest potential. Leave your personal issues and drama at home. Respect others and come to work armed with a positive attitude and a willingness to be part of a team.