THE WRM WAY
Every time we interact with a customer is an opportunity to deliver a memorable experience that makes a difference. We can accomplish this by honoring our values and working together.
This is the WRM Way.
THINK SAFE. WORK SAFE.
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 WRM team. Never take shortcuts that compromise your safety or that of your teammates. Let management know of ways to make your job safer!
BE CUSTOMER FIRST.
Do what’s best for internal and external customers. Understand their needs and take all necessary steps required to get the job done. Go above and beyond to amaze them. Create a memorable experience. That extra effort separates the ordinary from the extraordinary.
Pay close attention to and comply with all of our industry and environmental rules, regulations, and best practices. Never take shortcuts that compromise the environment or violate laws and regulations.
BE PROUD OF THE COMPANY.
We all contribute to and benefit from the WRM image and reputation. The appearance of our offices, trucks, and warehouses makes a strong statement about the quality of our work. Make a great impression and be proud of the company.
PAY ATTENTION TO DETAILS.
Missing just one detail can have an enormous impact on a job. Be 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.
PRACTICE BLAMELESS PROBLEM-SOLVING.
Focus on solutions rather than pointing fingers. Attack the problem, not the person. Learn from the mistake and improve the process, so we don’t make the same mistake twice. Get smarter with every mistake. Learn from every experience.
LISTEN TO UNDERSTAND.
Listening is more than “not speaking.” Give others your undivided attention. Focus on what’s being said and let go of the need to agree or disagree. Don’t judge! Be curious to know more, rather than jumping to conclusions. Listen to understand.
Speak honestly but with respect. Say what you mean and be brave enough to say what needs to be said. Speak directly with those who are involved or affected.
BE OBSESSED ABOUT RESPONSE TIME.
Respond to everyone quickly, whether it’s in person, on the phone, or by email. Let them know that you got the question, and you’re “on it.”
Make things happen. Figure out how we can do it, rather than explaining why it can’t be done. Take charge and don’t make excuses or wait for others to solve the problem. Finish the job.
Do what you’re going to do when you say you’re going to do it. Be on time for all phone calls, appointments, and meetings. If you can’t honor your commitment, let others know early and agree on a new commitment.
DO THE RIGHT THING, ALWAYS.
Commit to doing the right thing in every action you take and in every decision you make, especially when no one’s looking. Be honest and always tell the truth, no matter what. If you make a mistake, own up to it, apologize, and make it right.
WHEN IN DOUBT, SPEAK FACE TO FACE.
Whenever possible, speak “live” versus hiding behind email or voicemail. Go! If you can’t go, then call. If you can’t call, then write!
UNDERSTAND WHAT IS EXPECTED.
Avoid confusion by discussing what is expected upfront. Set expectations for others and get clear on what they expect of you. Agree on next steps, responsibilities, and due dates.
BE PROUD OF YOUR WORK.
Strive for excellence and take pride in the quality of everything you touch and everything you do. Don’t accept poor performance. Good is not good enough. Always ask yourself, “Is this my best work?”
BE A GREAT TEAMMATE.
It’s not about you. Don’t let your own ego or interest get in the way of doing what’s best for your team. Always respect your teammate’s honest opinion without becoming upset. Be willing to step in and help a teammate succeed. Be there in good times and bad.
RUN TO THE PROBLEM.
Problems and mistakes don’t define us – how we handle them does. Our best chance to “wow” is when a teammate or customer is upset and frustrated. Seize the moment and attack the problem. Be a problem solver! The bigger the problem, the greater our chance to show them what we’re made of.
WORK ON YOURSELF.
Be a lifelong learner. Take advantage of every opportunity to learn more, improve your ability to do the job, and become a greater expert. Be resourceful about learning and sharing best practices.
SHARE THE GOOD WITH THE BAD.
While protecting confidentiality, share information freely and quickly. The more people know, the better we can work together. Ask yourself, “Who else needs to know this? Who will benefit from knowing this?”
LEAD BY EXAMPLE.
The best way to influence others is through your own example. Walk the talk. Take responsibility to coach, guide, teach, and help others. Be the change you want to see.
“BRING IT” EVERY DAY.
Bring positive energy and desire to get things done quickly. Show your energy, focus, purpose, and enthusiasm. Your attitude and energy are contagious.
LEAN INTO CHANGE.
What got us here is not the same as what will get us to the next level. Get outside your comfort zone, rather than holding onto old ways of doing things. Be excited by change and growth. Be flexible.
ASSUME POSITIVE INTENT.
Work from the assumption that people are good, fair, and honest, and that their intentions are positive. Give people the benefit of the doubt.
STICK TO THE PROCESS.
Stick to the way we do things until we develop a better way. Create systems so we can perform with consistency. Sticking to our process is critical to our efficiency.
BE RELENTLESS ABOUT IMPROVEMENT.
Evaluate every aspect of your work to find ways to improve, question what you don’t understand, and don’t be satisfied with the status quo. “Because we’ve always done it that way” is not a reason. Find ways to get things done better, faster, and more efficiently.
Recognize your teammates for doing things right. Regularly extend meaningful acknowledgment and appreciation – in all directions throughout our organization.
Treat everyone with dignity and respect, regardless of their background, appearance, or beliefs. Always act with kindness, compassion, and patience.
While effort is important, we expect results. Always be adding value! Understand your customer’s goals and make sure you are focused on helping them achieve those goals. Set high goals for yourself and use measurements to track your progress. Hold yourself accountable for achieving those results.
ALWAYS ASK WHY.
Get at the root cause and 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 and ask thoughtful questions. Dig deeper to go beyond the expected.
Remember that the world has bigger problems than the daily challenges that we face. Stuff happens. Keep your perspective. Don’t take things personally or take yourself too seriously. Laugh every day.