Fundamentals
These 26 fundamentals make up the MHS Lift Way
The MHS Way
Commitment to excellence. Innovative. Dignified work environment. Ethical. These words are at the core of our unique culture. But what do they really mean in practice? The 26 Fundamentals that make up the MHS Way provide the answer. They outline how we work with our customers, our partners, and each other. These Fundamentals describe who we are, and they’re what drive our extraordinary success.
1. Do the right thing, Always.
Demonstrate an unwavering commitment to doing the right thing in every action you take and in every decision you make, even when no one’s looking. Integrity is not a part-time job.
2. MAKE QUALITY PERSONAL.
Take pride in the quality of everything you touch and everything you do. Always ask yourself, “Is this my best work?” Everything you touch has your signature and makes a statement about you. Make sure it’s a statement about your commitment to excellence.
3. GO THE EXTRA MILE.
Be willing to do whatever it takes to accomplish the job … plus a little bit more. Take the next step to solve the problem. Even if it takes doing something that’s not in your job description, it’s the extra mile that separates the average person from the superstar. Be a superstar.
4. WALK IN YOUR CUSTOMERS’ SHOES.
Understand your customers’ world. Know their challenges and frustrations. See the world from their perspective. The better you understand them, the more effectively you can anticipate and meet their needs.
5. DELIVER RESULTS.
While effort is appreciated, we celebrate results. Own your responsibility. Hold yourself accountable for achieving results. Don’t just work on things; finish them.
6. DELIVER LEGENDARY CUSTOMER SERVICE.
Put simply, we exist for no other reason than to serve our customers – external and internal ones. Customer satisfaction is for lesser companies. Take the extra steps necessary to blow away our customers with legendary· service.
7. “BRING IT” EVERY DAY.
Everyone is needed and everyone’s important. Be here and be fully engaged. Make the most of each day by approaching every task with energy, focus, purpose, and enthusiasm.
8. HONOR COMMITMENTS.
Deliver on your commitments every time. This includes being on time for all phone calls, appointments, meetings, and promises. Do what you say you’re going to do, when you say you’re going to do it. If a commitment can’t be fulfilled, notify others early and agree on a new commitment to be honored.
9. CONTINUOUSLY IMPROVE Everything.
Regularly reevaluate every aspect of your job to find ways to improve. “Because we’ve always done it that way” is not a reason. Be curious. Ask questions. Take ownership for finding a better way.
10. CHECK YOUR EGO AT THE DOOR.
It’s not about you. Don’t let your own ego or personal agenda get in the way of doing what’s best for the team. Worrying about who gets credit or taking things personally is counterproductive. Make sure every decision is based solely on advancing team goals.
11. SUPPORT EACH OTHER.
Rigorously support each other’s success. Be willing to share and receive feedback in support of each other’s growth.
12. ASSUME POSITIVE INTENT.
Work from the assumption that people are good, and that the intent behind their actions is positive. Set aside your own judgments and preconceived notions. Give people the benefit of the doubt.
13. PRACTICE BLAMELESS PROBLEM-SOLVING.
Fix mistakes by focusing on solutions. Then identify lessons learned and use those lessons to improve our processes so we don’t make the same mistake again. Get smarter with every mistake.
14. GET CLEAR ON EXPECTATIONS.
Create clarity and avoid misunderstandings by discussing expectations upfront. Establish mutually understood objectives and deadlines for all projects, issues, and commitments.
15. BE A MENTOR.
Take responsibility, both formally and informally, to coach, guide, teach, and mentor others. Sharing knowledge strengthens our team.
16. SPEAK STRAIGHT.
Speak honestly in a way that moves the action forward. Make clear and direct requests. Say what you mean, and be willing to share ideas or raise issues that may cause conflict when it’s necessary for team success. Address issues directly with those who are involved or affected.
17. LISTEN GENEROUSLY.
Listening is more than simply “not speaking.” Give others your undivided attention. Quiet the noise in your head and let go of the need to agree or disagree. Listen with care and with empathy. Above all, listen to understand.
18. THINK TEAM.
Nothing is done in isolation. Consider how your actions impact your teammates. Be willing to step into another role or help a co-worker when that’s what’s required for success. There’s no such thing as one person or one department succeeding and another falling short. We win and lose as a team.
19. MAKE OUR APPEARANCE A REFLECTION OF OUR QUALITY.
Make sure your personal appearance, your truck, your work area, and our office are safe, neat, clean, and orderly. It inspires confidence in our quality. If you see it, take care of it. Take pride in being an MHS team member.
20. SHARE INFORMATION.
Learn to ask yourself, “Who else needs to know this?” When in doubt, share more rather than less. No team ever failed because they shared too much information. Over-communicate.
21. CELEBRATE SUCCESS.
Catching people doing things right is more effective than catching them doing things wrong. Regularly give, receive, and ask for meaningful acknowledgement and appreciation – in all directions throughout our company.
22. 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, rather than stubbornly hanging onto old ways of doing things.
23. WORK SMART. WORK SAFE.
Be organized and plan your work for maximum efficiency. Think ahead. Know and practice the safety procedures for your job. It’s always easier to prevent a problem than to fix one.
24. TREASURE, PROTECT, AND PROMOTE OUR REPUTATION.
We’re all responsible for, and benefit from, the MHS image and reputation. Consider how your actions affect our collective reputation, and act in a way that brings honor to MHS.
25. EMBRACE DIVERSITY.
Know and celebrate what makes each of us unique. Be curious about and welcome backgrounds and perspectives different from your own.
26. KEEP THINGS FUN.
Remember that the world has bigger problems than the daily challenges that make up our work. Keep perspective. Don’t take yourself too seriously. Laugh every day.