1. Honor Commitments
Do what you say you’re going to do, when you say you’re going to do it. Be on time for phone calls, appointments and meetings, and keep promises. If a commitment can’t be fulfilled, notify others early and agree on a new deliverable to be honored.

2. Treat Everyone with Dignity and Respect
Treat others in a way that honors their self-worth and respects their value, regardless of their background, appearance or beliefs. Have an outward mindset, and act with kindness, compassion and patience.

3. 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. Always tell the truth. If you make a mistake, own up to it, apologize, and make it right. If you’re not sure of the right thing, ask!

4. Listen Actively
Listening is more than simply “not speaking.” Give others your undivided attention. Be present and engaged. Minimize distractions, and let go of the need to agree or disagree. Be patient and don’t interrupt. Above all, listen to understand.

5. Speak Straight
Speak honestly in a way that helps to make progress. Say what you mean, and be courageous enough to share ideas or raise issues that may cause conflict. Address issues directly with those who are involved or affected. Avoid pairing, gossiping and recruiting allies.

6. Invest In Relationships
Get to know your co-workers, our members and our customers. Talk more and email less. Understand what’s important to others. Strong relationships enable us to work through difficult issues and challenging times.

7. Bring Your Best Self, Everyday
Have a passion for what we do and be fully engaged. Make the most of each day by approaching every task with energy, positivity, focus, purpose and enthusiasm. Work with a sense of urgency and tenacity, to get things done.

8. Deliver Legendary Service
It’s all about the experience. Do the little things, as well as the “extra” things, that surprise people. Make every interaction stand out for its helpfulness. Go the extra mile and create the “WOW” factor for internal and external customers.

9. Be Tenacious About Response Time
Respond to questions and concerns quickly, whether it’s in person, on the phone or by email. This includes acknowledging that we got the question and we’re “on it,” as well as keeping those involved updated on the status of outstanding issues.

10. Be Curious
Question what you don’t understand. Go beyond the expected, dig deeper, ask the extra question, and seek to understand the real why.

11. Be Relentless About Improvement
Regularly reevaluate every aspect of your work to find ways to improve or add value. Don’t be satisfied with the status quo; ask “Why?” Identify and implement new ways to get things done better, faster and more efficiently.

12. Take Intelligent Risks
Innovation, improvement and success don’t come from playing it safe. They come from a thoughtful and intentional willingness to explore the unconventional and to ask “What if?” Find a new way. Think differently.

13. Be a Lifelong Learner
Seek out and take advantage of opportunities to gain more knowledge, increase your skills or become a greater expert.

14. Embrace Change and Growth
What got us here is not the same as what will get us to the next level. Get outside your comfort zone, rather than hanging on to old ways of doing things. Be excited by the possibilities that change and growth bring. Be flexible.

15. Collaborate
It’s about we, not me. Don’t let your ego or personal agenda get in the way of what’s best for the team. Work together and cross functionally. Avoid the trap of silos. Seek input, new ideas, different opinions and support from teammates, customers and partners.

16. 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.

17. Practice Blameless Problem-Solving
Focus on solutions, rather than pointing fingers or dwelling on problems. Identify lessons learned and use those lessons to improve ourselves and our processes, so we don’t make the same mistake twice. Learn from every experience.

18. Have Each Others' Backs
Be there for each other. Be willing to step into another role or help a co-worker when that’s what’s required for success. Help each other to succeed. Focus on our results.

19. Lead by Example
The best way to influence and inspire others is through your own example. Walk the talk. Take responsibility to coach, guide, teach and mentor others. Be the change you want to see.

20. Demonstrate a Passion for Excellence
Take pride in the quality of everything you touch and everything you do. Good is the enemy of great. Always ask yourself, “Is this my best work?”

21. Get Clear On Expectations
Create clarity and avoid misunderstandings by discussing and agreeing to expectations upfront. Set expectations and ask when you’re not clear on what others expect of you. End meetings with clear action items, responsibilities and due dates.

22. Pay Attention to the Details
Be diligent about accuracy and precision. Double-check your work. The goal is to get things right the first time, not simply to get them done.

23. Look Ahead and Anticipate
Solve problems before they happen by anticipating future challenges, planning for contingencies and addressing them in advance. Preventing issues is always better than fixing them.

24. Deliver Results
Don’t just answer questions, solve problems. Follow up and follow through on everything to ensure that tasks get completed. Set high goals, use measurements to track your progress, and hold yourself accountable for achieving those results.

25. Show Meaningful Appreciation
Recognize and celebrate each others’ successes, big and small. Regularly extend meaningful acknowledgment and appreciation — in all directions throughout our organization.

26. Treasure, Protect and Promote Our Reputation
We’re all responsible for, and benefit from, the PCCA image and reputation. Consider how your actions affect our collective reputation and be a proud ambassador for the company.

27. Take Care of Yourself
Use your time off to refresh and recharge. To give your best, you must be at your best, so keep your health and wellness in mind. Protect PCCA’s most valuable resource: You!

28. Keep Things Fun
While our passion for excellence is real, remember that stuff happens. Keep perspective. Don’t take things personally or take yourself too seriously. Laugh, smile, have fun.