Be Customer Experience Focused

We exist for our customers. The customer experience is something we strive to perfect from our first encounter to a renewal. Everything we do with our integrated software and services model needs to create an unparalleled customer experience.

Be Vigilant About Data Protection

Our clients share data with us because they trust us. Honor that trust by protecting their data as if it is your own. Take appropriate steps to safeguard how and where it’s used and enforce the Minimal Use Standard. We are stewards of that data so don’t take shortcuts with protecting it. If something looks awry, don’t wait! Report it immediately so the proper resolution steps can be taken.

Honor Your Commitments

There’s no better way to earn people’s trust and respect than to be true to your word. Do what you say you’re going to do, when you say you’re going to do it. This includes everything from day-to-day interactions to completing projects on time. We don’t take missing commitments lightly, but if a commitment can’t be fulfilled, notify others early, and agree on a new timeframe to be honored.

Act with Integrity

Demonstrate an unwavering commitment to doing the right thing in every action you take and in every decision you make, especially when no one is looking. Always tell the truth, no matter the consequences. If you make a mistake, own up to it, apologize, and make it right.

Take Ownership

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 or address an issue. We get paid to complete things, not simply to work on them or put them in motion. Find a way to get it done.

Demonstrate “Grit”

Be willing to do whatever it takes to accomplish the job . . . 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.

Collaborate

Share information and work together. Learn to ask yourself, “Who else needs to know this?” Be available for your teammates. Collaborate internally and with our customers and partners to find better solutions. Collaboration generates better ideas than working alone. Be inclusive.

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. Be the change you want to see.

Listen Generously

Listening is more than simply “not speaking.” Be present and engaged. Give people your undivided attention by quieting the noise in your head, limiting distractions, and stopping the desire to multi-task. Above all, listen to understand.

Speak Straight

Speak candidly and professionally in a way that moves the action forward. Make clear and direct requests. Be willing to ask questions, share ideas, or raise issues, even if it may cause conflict, to make the team succeed. Address issues directly and in private with those who are involved or affected.

Practice Blameless Problem Solving

Apply your creativity and enthusiasm to developing solutions, rather than pointing fingers or dwelling on problems. Identify lessons learned and use those teachable/learnable moments to improve our processes so we ’t make the same error again. Get smarter with every problem, mistake, or issue. Learn from every experience.

Seek and be Receptive to Feedback

To gain a balanced view of our work and interactions with others, we must be able to receive constructive criticism and feedback on our performance and on the performance of teams and initiatives with which we are associated. “Feedback friendly” people are those who solicit feedback, receive it without defensiveness and take action on that which can be learned from it. We view feedback as fuel that will allow us to grow faster and achieve more.

Be Relentless About Improvement

Regularly reevaluate every aspect of what you do 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.

Be Compassionate, be Humble

We are compassionate to the needs and challenges of those around us in every interaction. We are humbled that we have opportunities to serve and work with our customers, partners, peers, and communities.

Think Team First

Be there for each other and provide rigorous support, including honest and direct feedback. Don’t let your own ego or personal agenda get in the way of doing what’s best for the team. Be willing to step into another role or help a co-worker when that’s what’s required for success. Help each other succeed because we win and lose as a team.

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.

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.

Be Positive

You have the power to choose your attitude. Choose to be joyful, optimistic, and enthusiastic. Your attitude is contagious to your teammates, our clients, and our partners. Spread optimism and positive energy.

Get Clear on Expectations

Create clarity and avoid misunderstandings by discussing expectations up front. 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.

Continuously Develop Your Expertise

Our customers expect us not only to offer quality products, services, and solutions, but also to be subject matter experts in our roles. Remember that the customer’s confidence in you as the subject matter expert is reflective of the overall confidence the customer has in Innovu. Take the time to learn everything you can. Ask questions and do research to continually expand your expertise.

Be Process-Oriented

Look to create processes for every aspect of your work, then turn those processes into habits to achieve repeatable, successful results. Strong processes are essential for creating clear internal expectations and consistent customer experiences.

Look Ahead and Anticipate

Be proactive to take steps today to prepare for future needs. Avoid the mistakes, stress, and chaos that often come from last minute actions. Anticipate scenarios before they arise and be ready to implement your action plans when needed. Preventing issues is always more effective than fixing them.

Practice Meaningful Acknowledgement and Appreciation

Catching people doing things right is more effective than catching them doing things wrong. Regularly give and receive meaningful (honest, timely, specific, impactful) acknowledgement and appreciation — in all directions throughout our organization.

Drive for Innovation

Take intelligent risks. Innovation, improvement, and success don’t come from playing it safe. They come from a thoughtful and intentional willingness to try the unconventional and to ask, “What if?” Don’t be afraid to make mistakes and fail forward fast. We learn the most when we try something new. Use sound judgment.

“Bring it” Every Day

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.

Embrace Change

What got us here is not the same as what will get us to the next level. Be inspired by the opportunities that change brings. The better and faster we are at adapting to change, the more successful we’ll become.

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 and seek input from others for ways to excel. Good is not good enough. Always ask yourself, “Is this my best work?”

Make a Difference

Be an active part of your community. Give back by contributing your time, effort, and money, where appropriate, to make your community better. Every little bit matters. You can and do make a difference.

Think and Act Like an Owner

Make decisions by asking yourself, “What would I do if this were my company? What would I do if this were my own money? Will this help my company and my customers to succeed?”

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. Don’t be a bottleneck in someone else’s process.

Use Data to Make Decisions

Make good decisions by relying on facts and data, rather than opinions. Analyze the data and use this information to make better decisions. If something is important, measure it, track your progress, and improve your performance.