Valuing People & Customers to Create Outstanding Results
Matrix Technologies’ single biggest asset is our people. It is their knowledge, expertise and confidence in our company that ensures success on every project. We strive to attract and retain the most talented people in the industry. It is the challenge of our industry that attracts the best and brightest, and it is our unique and thriving culture that keeps them on our team.
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.
2. BE VIGILANT ABOUT SAFETY. Know and practice the safety procedures for your job. Watch out for the safety of your teammates as well, for we’re all part of the Matrix family. Never take shortcuts that compromise your safety or that of your teammates.
3. SHOW MEANINGFUL APPRECIATION. Recognize people doing things right, rather than pointing out when they do things wrong. Demonstrate empathy and regularly extend meaningful acknowledgment and appreciation — in all directions throughout our organization.
4. CREATE A GREAT IMPRESSION. Every conversation, phone call, e-mail, letter, and even voicemail, sets a tone and creates an impression. Be mindful of your language, and pay attention to every interaction, internal and external, to be sure you’re setting a tone that’s friendly, warm, and helpful.
5. 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. Be easy to work with and make every interaction stand out for its helpfulness. Create the “WOW” factor that turns customers into raving fans. This includes both internal and external customers.
6. INVEST IN RELATIONSHIPS. Get to know your customers and co-workers on a more personal level. Talk more and e-mail less. Understand what makes others tick and what’s important to them. Strong relationships enable us to more successfully work through difficult issues and challenging times.
7. THINK TEAM FIRST. There’s no such thing as one person or department succeeding and another falling short. We win and lose as a team. Be there for each other and be willing to step into another role or help a co-worker when that’s what’s required for success. Help each other to succeed.
8. CHECK THE EGO AT THE DOOR. It’s not about you. Don’t let your ego get in the way of doing what’s best for the team. Worrying about who gets credit or taking things personally is counterproductive. Make sure every decision is based solely on advancing team goals and doing what’s best for the customer.
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 they expect of you. End all meetings with clarity about action items, responsibilities, and due dates.
10. TAKE OWNERSHIP. Take personal responsibility for making things happen. It’s never someone else’s job or someone else’s fault. Be resourceful and show initiative. If you see it, own it, and make sure it gets done. Don’t make excuses.
11. MAKE QUALITY PERSONAL. Demonstrate a passion for excellence and take pride in the quality of everything you touch and everything you do. Have a healthy disdain for mediocrity. Good is not good enough. Always ask yourself, “Is this my best work?”
12. 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.
13. 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?”
14. 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,” as well as keeping those involved continuously updated on the status of outstanding issues.
15. 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, and meetings. If a commitment can’t be fulfilled, notify others early and agree on a new deliverable to be honored.
16. 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.
17. SPEAK STRAIGHT. Speak honestly and respectfully 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.
18. USE BEST PRACTICES. Follow our operating procedures to ensure consistency and high performance. When you see opportunities for process improvement, recommend them so that new and better standards can be established for the benefit of everyone.
19. BE A LIFELONG LEARNER. Seek out and take advantage of every opportunity to gain more knowledge, to increase your skills, and to become a greater expert. Be resourceful about learning and sharing best practices.
20. LEAD BY EXAMPLE. The best way to influence others is through your own example. Walk the talk. Take responsibility, both formally and informally, to coach, guide, teach, and mentor others.
21. BE WISE. Prepare for every task. Understand your budget and how it was developed. Solve problems before they happen by anticipating future issues, planning for contingencies, and addressing them in advance.
22. USE DATA TO MAKE DECISIONS. Make good decisions by relying primarily on facts and data, rather than solely on opinions or emotions. Be objective. Analyze the data and use this information to make better decisions.
23. PITCH IN WHEREVER NECESSARY. Be willing to do the mundane and ordinary things necessary to get the job done. Nothing is beneath any of us. If you see it, do it.
24. BE CURIOUS. In the search for the best solutions, challenge and question what you don’t understand. Don’t accept anything at “face value” if it doesn’t make sense to you. Be curious, ask thoughtful questions, and listen intently to the answers. Dig deeper to go beyond the expected. Ask the extra question.
25. WALK IN OTHERS’ SHOES. Understand others’ world. Know their challenges and frustrations. See things from their perspective. The better you understand them, the more effectively you can anticipate and meet their needs.
26. BE A BRAND AMBASSADOR. We’re all responsible for, and benefit from, the Matrix image and reputation. Consider how your actions affect our collective reputation, and be a proud ambassador for the company.
27. EMBRACE DIVERSE PERSPECTIVES. Be open to learning from others, no matter what role they have, and regardless of their age, background, experience, or tenure with our company. We make better decisions when we consider multiple perspectives.
28. 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.
29. OWN YOUR WORK-LIFE BALANCE. Own and protect your work-life balance. Know and communicate boundaries and when you need to take a break to refresh and recharge. To give your best, you must be at your best. Be a steward of our most valuable resource: you!
30. MAKE A DIFFERENCE. Be an active part of your community. Give back by contributing your time, effort, and where appropriate, your money, to make your community better. Every little bit matters. Share your knowledge and gifts with others. You can and do make a difference.
31. 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.