At Willetts Technology, Inc., our success isn’t just about the products we create or the services we offer. It’s about the people who make up this incredible team—current members who drive our progress daily and future members who will help shape our growth. To achieve our goals, we must adhere to a set of fundamental behaviors that define who we are and what we stand for.
These behaviors are more than just guidelines; they are the foundation of our culture and the key to our long-term success. I want to take a moment to highlight each of these behaviors and explain why they are so crucial to our collective journey.
- Know the Full Story
- Never stop asking questions. It’s essential to gather all the facts before making decisions. Assumptions can lead to missteps; curiosity and thoroughness lead to success. Always strive to see the complete picture.
- Create a Professional Tone of Friendliness and Warmth
- Every interaction matters. Whether it’s a phone call, an email, or a face-to-face meeting, the tone you set reflects on our entire company. Make sure that tone is one of professionalism, warmth, and helpfulness.
- Find a Way
- Challenges will come, but how we respond defines us. Take personal responsibility and approach every situation with a “can-do” attitude. Resourcefulness and initiative are our allies in making things happen.
- Practice Blameless Problem-Solving
- When issues arise, focus on solutions, not blame. Every mistake is an opportunity to learn and improve. Let’s use these moments to get smarter and refine our processes.
- Speak Straight, Respectfully
- Honesty and clarity are non-negotiable. Speak your mind, but do so with respect. Clear, direct communication is key to moving forward, even when it involves tough conversations.
- Check the Ego at the Door
- Our work isn’t about individual credit; it’s about the team’s success. Set aside personal agendas and make decisions that advance our shared goals.
- Practice What You Preach
- Be a living example of our values. Your actions should align with your words. Integrity and consistency are vital to building trust and respect within our team.
- Do the Right Thing, Always
- Integrity is at the core of everything we do. Even when no one is watching, make decisions that align with our values. Own your mistakes and strive to make them right.
- Make Quality Personal
- Take pride in your work. Every task, big or small, bears your signature. Ensure that signature is bold, reflecting the highest standards of quality.
- Assume Positive Intent
- Trust in the goodwill of your colleagues. Approach every interaction with the belief that others are acting with good intentions. This mindset fosters a positive and collaborative work environment.
- Deliver Legendary Customer Service
- Going beyond satisfaction to create extraordinary experiences is what sets us apart. Strive to exceed expectations and create moments that customers will remember and share.
- Be a Fanatic About Response Time
- Timely responses build trust and demonstrate our commitment. Acknowledge queries quickly and keep everyone informed. It’s a simple yet powerful way to distinguish ourselves.
- Honor Commitments
- Reliability is a cornerstone of trust. When you make a commitment, keep it. This applies to everything from meeting deadlines to being punctual for appointments.
- Get Clear on Expectations
- Misunderstandings can derail progress. Start every project with clear expectations and confirm mutual understanding. Clarity from the outset is critical to success.
- Listen Generously
- Listening is more than just hearing. Be present, engage with empathy, and focus on understanding the speaker’s perspective. Generous listening is the foundation of effective communication.
- Communicate to be Understood
- Tailor your communication to your audience. Avoid jargon and strive for simplicity. The goal is clear, effective communication that everyone can understand.
- Practice the ‘Human Touch’
- Show genuine care for the individuals you interact with. Personal notes, phone calls, and small gestures make a big difference. Compassion and kindness are irreplaceable.
- Go the Extra Mile
- Success often lies in the extra effort. Don’t just complete tasks—go beyond expectations. The willingness to take that additional step is what separates good from great.
- Create Win/Win/Win Solutions
- Think beyond your perspective. Seek solutions that benefit everyone involved—us, our clients, and their clients. True success is found in mutually beneficial outcomes.
- Celebrate Success
- Acknowledgment is a powerful motivator. Recognize and celebrate achievements, big or small, to foster a culture of appreciation and positivity.
- Follow-Up Everything
- We are paid to finish what we start. Set follow-up dates and take ownership of seeing things through to completion. Consistency in follow-up is key to our reliability.
- Deliver Results
- Effort is important, but results are what we measure. Set ambitious goals, track your progress, and hold yourself accountable to deliver tangible outcomes.
- Be Obsessive About Organization
- Organization is the backbone of efficiency. Keep your workspace tidy and manage your tasks with precision. A well-organized approach leads to superior results.
- Do What’s Best for Customers
- Our reputation hinges on always prioritizing the customer’s best interest. Even if it’s challenging, doing what’s right for our customers builds lasting trust and loyalty.
- Look Ahead and Anticipate
- Proactivity is more effective than reactivity. Anticipate challenges before they arise and address them proactively. Preventing problems is better than solving them.
- Be Process Driven
- Processes create consistency. Develop and refine processes in all areas of your work. These processes are the foundation of our efficiency and effectiveness.
- Always Ask Why
- Curiosity drives innovation. Don’t accept things at face value if they don’t make sense. Asking “Why?” leads to deeper understanding and better solutions.
- Be Relentless About Improvement
- Never settle for the status quo. Continuously seek ways to improve in all aspects of your work. Embrace change and strive for excellence.
- Pay Attention to the Details
- Details matter, whether it’s a client’s name, a logo’s color, or someone’s personal interests. Precision and accuracy reflect our commitment to quality.
- Keep Things Fun
- Work is important, but so is perspective. Don’t let daily challenges overshadow the joy in what we do. Laughter and light-heartedness keep us grounded and energized.
- Move Forward
- Focus on the future, not the past. Learn from mistakes, but always steer conversations and actions toward solutions and progress.
- Be a Duck
- Maintain calm on the surface, even when working hard behind the scenes. This poise under pressure is essential to effective problem-solving and teamwork.
- Floor Sweeper
- No task is beneath any of us. Be willing to do whatever it takes to serve our customers and support our team, regardless of your title or status.
- Punctuality
- Respect everyone’s time by being punctual. Remember, early is on time, and on time is late. Punctuality reflects discipline and respect for others.
These behaviors are not just principles; they are the DNA of Willetts Technology, Inc. As we continue to grow and evolve, let’s all commit to embodying these behaviors in everything we do. Together, we will build a company that is not only successful but also a place where we are proud to work.
Thank you for your dedication, and here’s to our shared success!
Jason Willetts
Founder and President, Willetts Technology, Inc.