The APS 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.

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 that turns customers into raving fans. This includes both internal and external customers.

Understand your customers’ world. Know their goals, challenges and frustrations. See the world from their perspective. The better you understand them, the more effectively you can anticipate and meet their needs..

Be willing to do whatever it takes to get the job done plus a little bit more. Whether it’s starting early, staying late, or doing something that’s not in your job description, it’s the extra mile that separates the ordinary from the extraordinary.

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. Care enough to say what needs to be said. Address issues directly with those who are involved or effected.

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’s what’s required for success. Help each other succeed.

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. Don’t make excuses or wait for others to solve the problem. See issues through to their completion.

You have the power to choose your attitude. Choose to be happy, optimistic, and enthusiastic. Give people the benefit of the doubt. Your attitude is contagious. Spread optimism and positive energy.

Our customers expect us not only to offer quality products, services, and solutions, but also to be solution experts. Be a lifelong learner and take ownership for your personal development. Ask questions and do research to make yourself an expert.

Demonstrate a relentless solution focus, rather than pointing fingers or dwelling on problems. It’s easy to point out problems. It’s better to identify solutions; but it only makes a difference when you step up and become a part of the solution. Be resourceful and apply your creativity and enthusiasm to developing solutions instead of simply blaming others.

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 can’t be fulfilled, notify others early and agree on a new deliverable to be honored. When appointment delays are unavoidable, make a call to keep them in the loop and let them know what to expect and when to expect you.

Demonstrate a passion for excellence and take pride in the quality of everything you touch and everything you do. Do not settle for mediocrity. Good is not good enough. Always ask yourself, “Is this my best work?”

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. Work with a sense of urgency to get things done.

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.

Regularly reevaluate 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. Find ways to get things done better, faster, and more efficiently.

What got us here is not the same as what will get us to the next level. Get outside your comfort zone, rather than stubbornly hanging on to old ways of doing things. Be excited by the possibilities that change and growth bring. Be flexible.

Be organized and plan your work for maximum efficiency. Have all the tools necessary before starting your work. Be thoughtful about your schedule, and have a game plan for your calls, your tasks, and your workday. Know the priorities and work on them first.

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.” Keep those involved continuously updated on the status of outstanding issues, even if the update is, “we’re still tracking down the solution.”

Be ridiculously helpful. Find ways to make working with you/us easier. Provide simple and complete instructions. When in doubt, do more rather than pushing the work back to someone else. Streamline our processes. Simplify everything.

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.

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. Focus on being interested vs. being interesting.

Missing just one detail can have an enormous impact on a job or service call. Be a fanatic about accuracy and precision. The goal is to get things right, not simply to get them done. Double check your work. Get the details right the first time.

Create systems and processes that are scalable and that support our ability to perform with consistency. Strong processes are the foundation of organizational effectiveness.

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 APS family. Never take shortcuts that compromise your safety or that of your teammates.

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.