The RS Crum Way

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.

Interact with people in a way that honors their self-worth and respects their value as unique individuals.  Work from the assumption that people are fair and honest and the intent behind their actions is positive. Treat everyone with consideration, kindness, and appreciation – regardless of their background, appearance, position, or values.

Take pride in the quality of your work.  Take personal responsibility for your actions and for making things happen. Respond to every situation by looking for how we can do it rather than explaining why it can’t be done. Be resourceful and show initiative. Don’t make excuses or wait for others to solve the problem. Have a sense of urgency and see issues through to their completion.

Regularly 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.  Guard against complacency and align with change.  Create effective and repeatable processes and find ways to get things done better and more efficiently.

Our business is built on trust and trust is built on relationships. Make smart decisions that enhance long-term relationships. Take the time and have a genuine desire to get to know others beyond the surface level. Get to know the uniqueness of every relationship so you can better cater to that individual’s needs.

Respond to questions and concerns quickly, whether it’s in person, on the phone, or by email. This includes simply acknowledging that you are “on it,” as well as keeping those involved continuously updated. Document and follow up on everything and never let a client call you first.

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

Speak honestly and respectfully in a way that helps 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.

Do what you say you’re going to do, when you say you’re going to do it. This includes being on time for all phone calls, appointments, meetings, and promises. If a commitment cannot be met, notify others early and agree on a new deliverable and deadline to be honored.

Always be organized and prepared and pay attention to the details! Our clients expect accuracy and that means we must check, double-check, and triple-check all work. Read emails twice. Check for tone, typos, and accurate numbers. We never want clients to have to sign things twice.

Listening is more than simply “not speaking.” Give others your undivided attention and resist making assumptions. Be present and engaged. Minimize the distractions 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 your clients and your colleagues’ world, know their challenges and frustrations, and try to see the world from their perspective.

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. Celebrate success and laugh every day.