RS Crum Fundamentals
From our beginning in 1976, RS Crum has been different. Different in how we treat our clients, different in how we work with each other, and different in the results we achieve. These differences are manifested in the 30 Fundamentals that are the foundation of our unique culture.
We call it: The RS Crum Way.
FUNDAMENTAL #1: DO THE RIGHT THINGS, 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.
Fundamental #2: DELIVER LEGENDARY SERVICE.
It’s all about the experience. With every experience, do the little things, as well as the big things, that surprise people. Make every interaction stand out for its helpfulness and take every opportunity to make things a little easier for clients and to remove some of their stress. Going above and beyond creates raving fans.
Fundamental #3: TREAT EVERYONE WITH KINDNESS AND RESPECT.
Interact with people in a way that honors their self-worth and respects their value as unique individuals. Treat everyone with consideration, kindness, and appreciation – regardless of their background, appearance, position, or values.
Fundamental #4: OWN IT.
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.
Fundamental #5: BE A FANATIC ABOUT RESPONSE TIME.
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.
Fundamental #6: BE RELENTLESS ABOUT IMPROVEMENT.
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. Find ways to get things done better and more efficiently.
Fundamental #7: WORK SMART.
Be organized and prepared. Create effective and repeatable processes. Think about your schedule and have a game plan for each day. Solve problems before they happen by anticipating future issues and planning for contingencies. Focus on what should be done, rather than what could be done.
Fundamental #8: HONOR COMMITMENTS.
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.
Fundamental #9: 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’s expected of you. End all meetings with clarity and commitment about action items, responsibilities, and due dates.
Fundamental #10: PAY ATTENTION TO THE DETAILS.
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.
Fundamental #11: LISTEN GENEROUSLY.
Listening is more than simply “not speaking.” Give others your undivided attention. 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.
Fundamental #12: SPEAK STRAIGHT.
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.
Fundamental #13: PRACTICE BLAMELESS PROBLEM SOLVING.
Demonstrate a relentless solution focus, rather than pointing fingers or dwelling on problems. Attack the problem, not the person. 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.
Fundamental #14: MAKE QUALITY PERSONAL.
Take pride in the quality of everything you touch, everything you do, your personal appearance, and that of our offices. Make a great impression. Have a healthy disdain for mediocrity. Good is not good enough. Always ask yourself, “Is this my best work?”
Fundamental #15: COMMUNICATE TO BE UNDERSTOOD.
Know your audience. Write and speak in a way that is easily understood. Avoid using internal lingo, acronyms, and industry jargon. Use the simplest possible explanations and take responsibility to coach, guide, teach and mentor others.
Fundamental #16: DELIVER RESULTS.
While we appreciate effort, we reward and celebrate results. Follow-up on everything and take responsibility to ensure that tasks get completed. Set high goals, use measurements to track your progress, and hold yourself accountable for achieving those results.
Fundamental #17: WALK IN OTHERS’ SHOES.
Understand your clients’ and your colleagues’ world. Know their challenges and frustrations. See the world from their perspective. The better you understand them, the more effectively you can anticipate and meet their needs.
Fundamental #18: ASSUME POSITIVE INTENT.
Work from the assumption that people are good, fair, and honest, and that the intent behind their actions is positive. Set aside your own judgments and preconceived notions. Give people the benefit of the doubt.
Fundamental #19: MAKE HEALTHY CHOICES.
Maintain a healthy balance and take care of yourself at home and at work. Eat well, exercise, and get sleep. Support each other in making healthy choices. The healthier you are, the more you’ll thrive personally and professionally.
Fundamental #20. SHARE INFORMATION.
With appropriate respect for confidentiality, share information freely throughout our organization. The more people know, the better we can collaborate. Learn to ask yourself, “Who else needs to know this?” Share freely and often and avoid last minute surprises.
Fundamental #21: CELEBRATE SUCCESS.
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. Share and celebrate all our victories.
Fundamental #22: CHECK YOUR 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. Be there for each other and be willing to step into another role or help a co-worker when it’s required for success. We win and lose as a team. Help each other succeed.
Fundamental #23: TREASURE, RESPECT, AND PROMOTE OUR REPUTATION.
We’re all responsible for, and benefit from, the RS Crum reputation and brand. Honor our history and consider how your actions affect our collective reputation. Be a proud ambassador for the company.
Fundamental #24: BE THE EXPERT.
Our clients buy our services, but they’re really buying our expertise. Be curious and become a lifelong learner. Confidence comes from superior knowledge. Be the expert that teaches and mentors others.
Fundamental #25: PAY IT FORWARD.
Regularly seek out opportunities to assist those in need while expecting nothing in return. Express gratitude for the help you’ve been given by paying it forward and helping others.
Fundamental #26: SEIZE THE OPPORTUNITY TO SHINE.
Maintain a level head and run to the problem. See problems as opportunities to grow and build on. Our best chance to shine is when a client, teammate, or partner is disappointed or frustrated. Errors and mistakes don’t define us – how we handle them does!
Fundamental #27: INVEST IN RELATIONSHIPS.
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.
Fundamental #28: 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. You have the power to choose your attitude. Choose to be positive and allow your attitude to be contagious.
Fundamental #29: BE CURIOUS.
Ask great questions – they lead to great answers. Always ask why? Question what you don’t understand and resist making assumptions. Gather the facts and be curious about what additional information might give you a more complete picture.
Fundamental #30: KEEP IT 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.
Our advisors often collaborate, allowing their diverse backgrounds, experience, and professional networks to be shared in an effort to make sure you receive the best advice from our collective resources.