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The RockStep Way

RockStep #1: 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, especially when no one’s looking.  Always tell the truth, no matter the consequences.  If you make a mistake, own up to it, apologize, and make it right.  Be impeccable with your word.

RockStep #2: PRACTICE A+NESS

Demonstrate a passion for excellence and take pride in the quality of everything you do. Missing just one detail can have an enormous impact on a project or a report. Pay attention to the details and be a fanatic about accuracy and precision. Have a healthy disdain for mediocrity. Good is not good enough. Always ask yourself, “Is this my best work?” Operate superbly.

RockStep #3: BE PUNCTUAL

Be on time for all appointments, phone calls, and meetings. Five minutes early is on time, and on time is late. Treat deadlines as sacred promises. Pay bills, deliver reports, and meet obligations on time every time. Being punctual and meeting deadlines are powerful ways to demonstrate your trustworthiness.

RockStep #4: BE A FANATIC ABOUT RESPONSE TIME

Respond to questions and concerns quickly, whether it’s in person, on the phone, or by e-mail. This includes simply acknowledging that we got the question and we’re “on it,” keep-ing those involved continuously updated on the status of outstand-ing issues, and confirming when a task has been completed.

RockStep #5: PRACTICE BLAMELESS PROBLEM SOLVING

Demonstrate a relentless solution focus, rather than pointing fingers or dwelling on problems. Identify lessons learned and use those lessons to improve ourselves and our processes so we don’t make the same mistake twice. Get smarter with every mistake. Learn from every experience.

RockStep #6: BE PREPARED

Do your homework before calls and meetings. Know what you can about others and issues that may be of concern to them so you can be in a position to be proactive. Anticipate scenarios before they arise and be ready to implement your action plans when needed. Preventing issues is always more effective than fixing them.

RockStep #7: LISTEN GENEROUSLY

Listening is more than simply “not speaking.” Give others your undivided attention. Be present and engaged. Quiet the noise in your head and let go of the need to agree or disagree. Suspend your judgment and be curious to know more, rather than jumping to conclusions. Above all, listen to understand.

RockStep #8: SPEAK STRAIGHT

Speak honestly in a way that helps to make progress. Say what you mean, and be willing to ask questions, share ideas, or raise issues that may cause conflict when it’s necessary for team success. Be courageous enough to say what needs to be said. Address issues directly with those who are involved or affected.

RockStep #9: 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. If a commitment can’t be fulfilled, notify others early and agree on a new deliverable to be honored.

RockStep #10: BE RELENTLESS ABOUT IMPROVEMENT

Continuously re-evaluate every aspect of your job to find ways to improve. Don’t be satisfied with the status quo. “Because we’ve always done it that way” is not a reason. Find ways to get things done better, faster, and more efficiently.

RockStep #11: GET CLEAR ON EXPECTATIONS

Create clarity and avoid misunderstandings by discussing expectations upfront. Set expectations for others and ask when you’re not clear on what they expect of you. End all meetings with clarity about action items, responsibilities, and due dates.

RockStep #12: BE EASY TO WORK WITH

Find ways to make working with you easier. Provide simple and complete instructions. When in doubt, do more rather than pushing the work back to them. Streamline our processes. Be ridiculously helpful.

RockStep #13: “BRING IT” EVERY DAY

Have a passion for what we do and be fully engaged. Make the most of each day by approaching every task with energy, focus, purpose, and enthusiasm. Work with a sense of urgency to get things done.

RockStep #14: BE TRANSPARENT

With appropriate respect for confidentiality, share information freely through-out our organization. Share the good and the bad. The more people know, the better we can collaborate. Learn to ask yourself, “Who else needs to know this?”

RockStep #15: INVEST IN RELATIONSHIPS

Everything we do is built on trust and trust is built on relation-ships. Make smart decisions that enhance long-term relationships. Show a deep appreciation even for those with whom we don’t do business. Strong relationships enable us to more successfully work through difficult issues and challenging times.

RockStep #16: PROVIDE SOLUTIONS

Respond to every situation by looking for solutions, rather than explaining why it can’t be done. Gather the relevant facts, develop options, and recommend the best approach. Think things through. Be resourceful and show initiative by coming to the table with solutions.

RockStep #17: BE OBSESSIVE ABOUT ORGANIZATION

Be organized and plan your work for maximum efficiency. Use an effective task management system for prioritizing and tracking outstanding issues and responsibilities. Be thoughtful about your schedule, and have a game plan for your calls, your tasks, and your work-day. Do the most important things first and quickly.

RockStep #18: SHOW MEANINGFUL APPRECIATION

Recognizing people doing things right is more effective than pointing out when they do things wrong. Regularly extend meaningful acknowledgment and appreciation — in all directions throughout our organization.

RockStep #19: BE A BRAND AMBASSADOR

We’re all responsible for, and benefit from, the RockStep image and reputation. Consider how your actions affect our collective reputation, and represent RockStep with distinction in all your dealings.

RockStep #20: BE POSITIVE

You have the power to choose your attitude. Choose to be optimistic and see the possibilities. Give people the benefit of the doubt. Optimism creates energy and energy creates success.

RockStep #21: TAKE PRIDE IN YOUR APPEARANCE

Dressing professionally and keeping your work area clean and orderly shapes others’ perception of you and your orientation to quality work. Pay attention to the image you present because you’ll never have a second chance to make a first impression.

RockStep #22: DON’T BE A JERK

Be a professional at all times and keep your emotions under control. Advocating forcefully on behalf of our clients doesn’t require manipulation, condescension, foul language, or temper tantrums. This applies to investors, tenants, co-workers, subs, suppliers, and vendors.

RockStep #23: BE A CAREFUL STEWARD OF OUR ASSETS

Protect the investor. Learn to ask yourself, “Would I spend this if it were my own money? Do we really need this? Is there a more cost-efficient way to accomplish the job?”

RockStep #24: KEEP FAMILY FIRST

Take care of your family and your health. As crazy as work can become, never lose sight of family as a priority. The healthier we are, the happier and more productive we become as well.

RockStep #25: KEEP THINGS FUN

While our passion for excellence is real, 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 every day.