Our Leadership Principles

Leaders prioritize the customer, working backward from their needs to solutions. They dedicate themselves to earning and maintaining customer trust, focusing more on customers than competitors.

Leaders value speed and decisiveness, recognizing that many choices are reversible. They embrace calculated risks and avoid faffing around about actions that can be undone.  Leaders develop the judgment to know how much analysis is enough. They maintain momentum and avoid being paralyzed by analysis.

Leaders understand that the most valuable solutions simplify lives. They use creativity and innovation to deliver simpler solutions for their customers. They stay aware of external ideas, embrace contributions from all sources, and accept that new approaches may take time to gain understanding.

Leaders never stop learning or looking for ways to grow. They are driven by curiosity and explore new opportunities and possibilities. Leaders constantly hone their craft and commit fully to continuous improvement. 

Leaders maintain extremely high expectations, pushing themselves and those around them to deliver exceptional quality. They address problems thoroughly, ensuring they are resolved permanently. Leaders continuously challenge their understanding of their craft and their world. They perpetually seek the next vista of quality.

Leaders achieve more with fewer resources, turning constraints into opportunities for innovation. Leaders are adept at focusing the allocation of resources toward customer value. They avoid unnecessary expansion but focus on the long term and invest shrewdly in future growth.

Leaders concern themselves with detail at all levels, questioning inconsistencies between data and narratives. They stay close to the work and see no task or detail is too minor for their attention.

​Leaders focus on delivering key outcomes with the right quality and on time. They overcome setbacks and remain committed to achieving their goals. 

Leaders act like true owners, considering value in the long term, rather than seeking short-term gains. They take responsibility for the entire business, not just their own area, and never dismiss a task as outside their purview.

Leaders learn from their mistakes, but they are forever focused on the future. Nothing can change what has already happened, but what has happened can change us for the better. Leaders keep their eyes on the big picture and never sacrifice the future for the sake of expedience today. 

Leaders become leaders by being right a lot. To be right a lot, they seek out diverse viewpoints and challenge their own beliefs to strengthen their thinking. Above all, they see failure as an opportunity and a step on the path to success.

Leaders actively curate talent as the only line of defense against mediocrity. They identify and cultivate exceptional talent, encouraging growth and leadership throughout the organization. Leaders aim to continually raise the talent bar with every new hire and every promotion. 

Leaders pursue bold, ambitious goals that inspire others, even if they seem out of reach. They challenge conventional thinking and explore unconventional solutions to benefit customers. Leaders avoid the self-fulfilling prophecy of thinking too small. 

Leaders build trust by listening attentively, speaking openly, and treating others with respect. They are vocally self critical and admit their mistakes. They articulate their thinking clearly and address criticism openly. 

Leaders voice their disagreement respectfully but firmly when necessary, especially in uncomfortable and taxing situations. They do not compromise for the sake of social cohesion. Once a decision is made, however, they wholly commit and move forward.