What is a KEY? It could be:
- A thing that provides a means of access or gaining understanding: the key to success
- Something that gives an explanation or provides a solution: the key to a riddle
- A group of notes that allow people to sing in harmony: the key of C
We have defined the Insource Keys as a set of 17 “behaviors” that we think can “unlock success” in client service and teamwork. They are:
- Do what's best for the client
- Take the extra time to do things right the first time.
- Be clear about expectations
- Seek to create win/win solutions
- Appearance counts
- Double check all work
- Follow up everything
- Embrace continuous improvements
- Create a feeling of friendliness in every client interaction
- Fix the problem not the blame
- Check the ego at the door
- Honor commitments
- Treat people with dignity and respect
- Be a source of appreciation
- Be there for each other
- Seek first to understand then to be understood
- Focus on solutions
The point of focusing on these behaviors is that they intentionally define the kind of culture that we want to have at Insource. Culture is important because it defines how we treat our clients and each other in our day to day jobs. It also provides a road map for acting proactively and reacting to situations, it empowers each of us with the knowledge of “how things get done around here”.
To help provide examples and communicate the meaning of each key behavior, 17 different managers from all departments have provided their interpretations of a Key and why it is important to our culture. The first nine define Client Service behaviors and the second eight focus on Working as a Team and our interaction with each other.
These are our Keys to Success, and we hope you glean some helpful information and insights for your business.
These are our Keys to Success, and we look forward to sharing them with you.