Fundamental Principles and Practices that define our unique culture at Henry S. Miller Companies
In all situations, do what’s best for the client, even if it’s to our own detriment. There’s no greater way to build a great reputation than to steadfastly do what’s right for the client. Every day!
Live by the Golden Rule: treat your clients and co-workers the way you want to be treated – with respect and professional courtesy. Always tell the truth. If you make a mistake, own up to it, apologize and make it right. Demonstrate an unwavering commitment to doing the right thing in every action you take and every decision you make – even when no one is watching.
Personally double check your work product. Careless errors are unacceptable. Always ask yourself, “Is this my best work?” Everything you generate says something about you. Make sure it boldly says you’re the best.
Smile and laugh more. Make eye contact and be a good listener. Be genuine with your feelings and show empathy to others. Set a tone of kindness, friendliness, helpfulness and warmth in every communication and interaction.
Be loyal, respectful and brave. Diligently fulfill your duty, no matter how difficult. Put the goals of the company above your own. Be good to the company and the company will be good to you.
The sharpest critics are often blind to their own shortcomings. Don’t waste time pointing fingers. Learn from the mistake and find a solution. Successful people motivate, inspire, compliment and forgive others – and accept responsibility for their own failures. Unsuccessful people criticize, complain, fear change and hold grudges - and blame others for their problems.
Be civilized, courteous and honorable. Use proper etiquette and good manners at all times. Dress and speak well. Expect high standards of quality and value from yourself and others. You can’t buy class - you have to earn it.
Good co-workers respect each other’s territories. Don’t trespass into someone else’s space and privacy. When working on projects together, clearly establish in advance the expectations, ground rules, respective scopes of work, compensation, fee-sharing and other arrangements.
Keep It Simple Stupid. Be brief when speaking and writing. The simplest solutions, explanations and designs tend to be the best ones. Avoid unnecessary complications.
Create synergy through collaboration. Freely share information (subject to confidentiality requirements). Keep everyone in the loop to avoid miscommunication. Transparency promotes trust.
Keep a clean and tidy work area. It looks more professional, gives you room to work and is more efficient because you won’t have to search for things through piles of paperwork. Never leave sensitive information sitting on your desk.
Set goals for every aspect of your work and then implement effective, repeatable processes that will help you get there. Have a strategic routine every day geared toward achieving those goals.
Don’t fall for fake news or make assumptions. Confirm you have correct information before you make a claim.
Joshua 1:9 “Be strong and courageous. Do not be afraid; do not be discouraged, for the Lord your God will be with you wherever you go.” Sometimes, as you strive to accomplish your goals and achieve success, the pressures of work might become overwhelming. It’s okay to lean on the Lord. The Lord will give you strength to overcome the obstacles that may come your way.
Be able to decide between truth and error, right and wrong. Discernment is the process of making careful distinctions in our thinking to obtain spiritual understanding and direction (i.e., to think Biblically). This is an indispensable quality for leaders to maximize their effectiveness.
Become the world’s leading authority on a geographical area or particular discipline. Understand how money thinks. Find a skill or knowledge that benefits people and gets you paid. Get the word out that you possess these abilities. Everyone must know you can benefit their careers, goals and businesses. When you close a transaction, make sure everyone knows about it and how they would benefit from knowing and working with you.
Create outstanding client experiences which will generate loyalty and positive reviews and referrals. Set yourself apart by going above and beyond the call of duty. Do the little things, like writing thank you notes, as well as the big unexpected things, like thoughtfully entertaining clients, that will make a legendary name for yourself.
Quickly respond to questions and concerns. Answer your phone and return calls asap. Rapidly reply to texts and emails. People expect your prompt attention. Never fail to respond. Be a fanatic about rapid response time, even if it’s a simple acknowledgement that the message was received and you’re working on it.
Build trust by always honoring your commitments. Don’t make promises you can’t deliver – it’s best to under-promise and over-deliver. Stay true to your word. No excuses.
Seek a trusted advisor, perhaps someone much older than you, to help you achieve your goals and aspirations. You can gain valuable career and personal guidance from a more experienced person. A good mentor will help you improve your communication skills, leadership qualities and market knowledge.
Be civilized, courteous and honorable. Use proper etiquette and good manners at all times. Dress and speak well. Expect high standards of quality and value from yourself and others. You can’t buy class - you have to earn it.
Be Patient, Listen, Understand and Deliberate before responding during a conversation. Don’t interrupt. Have empathy – try to see the issue from their point of view.
Separate people from the problem. Focus on interests not positions. Create options for mutual gain. Use objective criteria. Have a best alternative to a negotiated agreement.
Acknowledge people when they do something right. Extend well deserved appreciation in all directions throughout our company.
Be proactive and use precaution before a crisis occurs. It’s easier to prevent a problem in the first place than repair the damage afterwards.
Never stop questioning. Always ask who, what, when, where, why and how. Curiosity creates opportunities.
Target your life’s work at the intersection of what you’re good at (skills), people want (demand), you enjoy doing (passion) and is the right thing to do (ethics). Pursue it relentlessly. A laser-guided missile is only accurate at the very end when it hits its target. The rest of the time it’s constantly course-correcting. You won’t always be on target but keep moving forward toward your goal, constantly course-correcting, keeping behind you all the bad stuff that doesn’t help you get there.
Proverbs 3:5-6 “Trust in the Lord with all your heart and lean not on your own understanding; in all your ways acknowledge Him, and He will make your paths straight.” Have faith in God but be responsible for your life. Prepare to be tested because God helps those who help themselves.
Even if you’re having a bad day, try not to pass your negative energy onto others because no one should suffer from it. Take a deep breath and release your negative emotions before any damage is done. Control your temper or it will get the best of you. Be patient and kind to everyone. Remember that everyone has trials in life and you never know what someone’s going through, so try to be the light in their day! It takes less energy and is better for your soul and other’s to be happy and positive. You could be the difference in someone’s life, just by showing them kindness!
Incorporating these HSM Pro Basics into your professional career will result in a reputation of Integrity in the marketplace with your clients, colleagues and competitors.
Taken in part and inspired by HighPerformingCulture.com with contributions from Greg Miller, Mary Beth McKenney, Dan Arnold, Bill Bush, Vici Tobias, Kristi Smith, Lin Yuan, Steve Scott and Jim Turano.