The Bag Supply Way – Our 24 Fundamentals

1. Do what’s best for the Customer.

Our reputation for integrity is one of our greatest assets. Always do the right thing for our Customers. If we have caused a problem with a customer, remove the problem from the customer’s place of business so we can resolve it. How we handle problems says everything about us.

2. Create a feeling of warmth and friendliness in every customer interaction.

Every time you touch a customer you’re on stage. This includes calls, visits, voicemail, letters, e-mails, and other communication. Make dealing with you an extraordinary and memorable experience.

3. Follow-up on everything.

Internal and external customers rely on us and we rely on others. Record a follow-up date on every action and take responsibility for its completion.

4. Make decisions that reflect a reverence for long-term relationships.

Our primary goal is the long-term success of Bag Supply Company. We must view all our decisions and actions from this light. Growing long-term relationships with our Customers is the key to our business.

5. Practice “A+ness” as a way of life.

Regard everything you touch as a personal statement bearing your signature. Take pride in the quality of what you produce, for excellence matters as a deeply personal value in and of itself, well beyond the probable business result of such excellence. Accuracy and “Attention to Detail” is a reflection of A+ness.

6. Take the extra time to do things right the first time.

Don’t take shortcuts. The goal is to get things “right”, not simply to get things “done”.

7. Check the ego at the door.

Our own ego and personal agendas must never take precedence over doing what is best for the team. Being concerned with who gets credit, who looks good, and who looks bad, is counter productive. Making the best decision for the good of Bag Supply Company must always be paramount.

8. Practice blameless problem solving.

Treat mistakes as learning opportunities. Focus on the following questions: What are our best options to solve the problem? What have we learned that can help keep us from repeating the mistake? How will we integrate that learning into new behaviors or practices?

9. Be solution-oriented rather than problem-oriented.

Focusing on problems drains energy. Apply your creativity and enthusiasm toward the development of solutions.

10. Work from assumption that people are good, fair and honest.

Kindness begets more kindness. Trust begets more trust. We believe that most people genuinely want to do the right thing. Act out this belief.

11. Communicate to be understood.

Know your audience. Write and speak in a way that they can understand. Use the simplest possible explanations.

12. Set and ask for expectations.

We judge situations not by what happens, but by how they compare to what we expected to happen. Learn to create mutually understood expectations in every situation.

13. Be punctual.

Be on time for all appointments, phone calls, meetings and promises. How you relate to time sends a message about how you relate to other commitments. Punctuality is a reflection of respect for others.

14. Listen generously.

Learn to listen for the contribution in each other’s speaking versus listening from our assessment, opinions, and judgments.

15. Speak straight.

Speak honestly in a way that forwards what we are up to. Make clear and direct requests. Be willing to surface ideas or take positions that may result in conflict when it’s necessary to reach our objectives.

16. Be for each other.

Support each other’s success. Operate from the point of view that we’re all in this together and that any one of us cannot win at the expense of someone else. Look for each other’s greatness and provide rigorous support when needed.

17. Honor commitments.

Do what you say you’re going to do when you say you’re going to do it. If a commitment cannot be fulfilled, notify others early and agree upon a new commitment to be honored.

18. Be a source for acknowledgement and appreciation.

Positive feedback is a tremendous energy source. Regularly give, receive, and ask for meaningful appreciation and acknowledgment.

19. Take responsibility.

Don’t be a “victim”. Ask for what you need and take full responsibility for your success.

20. Being organized makes a difference.

Maintain a clean and orderly work area. Use an effective task management system to keep track of outstanding issues and responsibilities. Maintain an orderly filing system.

21. Look ahead and anticipate.

Be better prepared by anticipating future needs and addressing them today. Avoid the mistakes that come with last-minute actions.

22. The quality of your answers is directly related to the quality of your questions.

Learn to ask yourself, “What information is missing, that if I knew this, the best course of action would become self-evident”. Begin Questions with “What” or “How”.

23. Be quick to ask and slow to judge.

Learn to gather the facts before making judgments. Be curious about the additional information that may yield a more complete picture.

24. Keep things fun.

The world has much larger problems than our own. Keep perspective. Be light-hearted and smile!