To build a ‘Great’ Culture in Business or for that matter in a Family, it must be deeply rooted in your core purpose and deepest held values. When a company has a great culture, when you experience it, you know it instantly.
Alman Partners prides itself in providing a 5 Star experience for both our clients and our team. Following the principles of Heartstyles & Kaizen, we are committed to growing and developing both professionally and personally. This is the AP Way. We have distilled this into 30 behaviours and commitments to our clients and each other.
In this communique, we want to share 15. Stay tuned for next week for the remaining 15.
1. WE PUT OUR CLIENT’S BEST INTERESTS FIRST
In everything we do we put our client’s best interest before our own.
2. LIVE YOUR LIFE ABOVE THE LINE
Commit to building your effective character by focusing on your personal growth and growing others. Your character is the engine that drives your behaviour.
3. 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.
4. MAKE 5-STAR QUALITY PERSONAL
Demonstrate a passion for excellence and take pride in the quality of everything you touch and everything you do. Kaizen – good, better, best, never let it rest until my good is better and my better is best. Always look for improvement opportunities.
5. FIND A WAY
Take personal responsibility 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. Transforming behaviour focuses on personal growth. See issues through to their completion.
6. SHOW MEANINGFUL APPRECIATION
Encouraging behaviour focuses on wanting to grow others. Recognize people doing things right, rather than pointing out when they do things wrong. Regularly extend meaningful acknowledgment and appreciation — in all directions throughout our organisation.
7. 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.
8. HONOUR COMMITMENTS
Reliable behaviour focuses on honouring others by being dependable and keeping promises. 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 honoured.
9. GET CLEAR ON EXPECTATION
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. TURN OUR CLIENTS INTO RAVING FANS
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. Create the “WOW” factor. This includes both internal and external customers.
11. THINK TEAM FIRST
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 that is what’s required for success. Help each other to succeed.
12. BE PROCESS-DRIVEN
Create systems and processes that support our ability to perform with consistency. Strong processes are the foundation of organisational effectiveness. Don’t be afraid to break what we do to develop more effective ways to get things done.
13. LISTEN TO UNDERSTAND
Compassionate behaviour focuses on a genuine desire to understand others. Listening is more than simply “not speaking.” Give others your undivided attention. Be present and engaged. Minimise 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.
14. 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. Act in a Heartstyles manner.
15. BE A FANATIC ABOUT RESPONSE TIME
Be reliable and respond to questions and concerns quickly, whether it’s in person, on the phone, or by email. 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. This applies to both clients and team members.
Stephen Lowry (CFP® Professional, DFP, AIF®) is a representative of Alman Partners Pty Ltd, Australian Financial Services Licence No: 222107.