Customer Obsession
Leaders start with
the customer and work backwards. They work vigorously to earn and keep customer
trust. Although leaders pay attention to competitors, they obsess over
customers.
Ownership
Leaders are owners.
They think long term and don’t sacrifice long-term value for short-term
results. They act on behalf of the entire company, beyond just their own team.
They never say “that’s not my job.”
Invent and Simplify
Leaders expect and
require innovation and invention from their teams and always find ways to
simplify. They are externally aware, look for new ideas from everywhere, and
are not limited by “not invented here.” As we do new things, we accept that we
may be misunderstood for long periods of time.
Are Right, A Lot
Leaders are right a
lot. They have strong business judgment and good instincts.
Learn and Be Curious
Leaders are never done learning and always seek to improve
themselves. They are curious about new possibilities and act to explore them.
Hire and Develop the Best
Leaders raise the
performance bar with every hire and promotion. They recognize exceptional
talent, and willingly move them throughout the organization. Leaders develop
leaders and take seriously their role in coaching others.
Insist on the Highest Standards
Leaders have
relentlessly high standards—many people may think these standards are
unreasonably high. Leaders are continually raising the bar and drive their
teams to deliver high quality products, services and processes. Leaders ensure
that defects do not get sent down the line and that problems are fixed so they
stay fixed.
Think Big
Thinking small is a
self-fulfilling prophecy. Leaders create and communicate a bold direction that
inspires results. They think differently and look around corners for ways to
serve customers.
Bias for Action
Speed matters in
business. Many decisions and actions are reversible and do not need extensive
study. We value calculated risk taking.
Frugality
We try not to spend
money on things that don’t matter to customers. Frugality breeds
resourcefulness, self-sufficiency, and invention. There are no extra points for
headcount, budget size, or fixed expense.
Earn Trust of Others
Leaders are
sincerely open-minded, genuinely listen, and are willing to examine their
strongest convictions with humility.
Dive Deep
Leaders operate at
all levels, stay connected to the details, and audit frequently. No task is
beneath them.
Have Backbone; Disagree and Commit
Leaders are
obligated to respectfully challenge decisions when they disagree, even when
doing so is uncomfortable or exhausting. Leaders have conviction and are
tenacious. They do not compromise for the sake of social cohesion. Once a
decision is determined, they commit wholly.
Deliver Results
Leaders focus on
the key inputs for their business and deliver them with the right quality and
in a timely fashion. Despite setbacks, they rise to the occasion and never
settle.
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