The ROyal Way

Our goal is not only to be the best but to also be extraordinary. Extraordinary in our companies, extraordinary in our people, extraordinary in our Performance. Extraordinary comes from doing the extraordinary. And the foundation for achieving extraordinary is by having an extraordinary Culture. The Royal Way has 30 fundamentals that describe the behaviors that define our unique culture. They are what will set us apart and will make us leaders in our field.

In all situations, do what is best for the customer, even if it's to our detriment. There is no greater way to build a reputation than to steadfastly do what’s right for others EVERY DAY.

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 Always tell the truth. If you make a mistake, Own up to it, apologize, and make it right.

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. Sign in bold ink.

Do the little things as well as the big things that will blow people away. Create extraordinary experiences they will tell others about. Mere customer satisfaction is for lesser companies. Create customer loyalty by doing the unexpected.

It's not about you. Don’t let your 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 our companies goals.

Every conversation, phone call, email, letter, and even voicemail, set a tone and creates a feeling and attitude about you and our company. Pay attention to every interaction and be sure you’re setting a tone of friendliness, warmth, and helpfulness.

There is no better way to earn people's trust than to be true to your word. Do what you say you’re going to do when you say you’re going to do it. This includes being on time for all phone calls, appointments, meetings, and promises. Allow extra time for surprises and delays, and don’t let these become excuses.

Apply your creativity, spirit, and enthusiasm for developing solutions, rather than pointing figures and dwelling on problems. 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. Learn from every experience. 

Listen for and pay attention to the things that make people unique. Use handwritten notes, personal cards, and timely phone calls to acknowledge their importance. Show people, you care about them as individuals, rather than as transactions. Treat co-workers the same way. Genuine compassion cannot be faked.

Find a way to take personal responsibility for making things happen somehow someway. Respond to every situation by looking for how we can do it rather than explaining why it can’t be done be resourceful and show initiative.

Create clarity and avoid misunderstandings by discussing expectations upfront establish mutual understanding objectives and deadlines. For all project issues and commitments. Where appropriate confirm your communication by asking others to repeat back their understanding of to ensure total clarity and agreement.

Listening is more than simply not speaking be present and engaged quietly the noise in your head and let go of the need to agree or disagree create space for team members To express themselves without judgment listen with care and with empathy above all listen to understand.

Speak honestly in a way that moves the action forward make clear and direct request say what you mean and be willing to ask questions share ideas and race issues that may cause conflict when it’s necessary for team success address issues directly with those who are involved or affected.

Know your audience write and speak in a way that they can’t understand. Avoid using internal lingo, acronyms, and industry jargon. Use the simplest possible explanation. 

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 not in your job description. It’s the extra mile that separates the average person from the superstar. Be a superstar.

It’s a two-way street. Learn to think from other perspectives. Discover what they need and find a way to help them meet those needs while also fulfilling your own. Win-win solutions are always more effective and longer-lasting then win/lose solutions.

With appropriate respect for confidentiality, share information freely. Learn to ask yourself “who else needs to know this?” Information is one of our greatest assets to find it, share it, and use it.

Catching people doing things right is more effective than catching them doing things wrong. Regularly extend meaningful acknowledgment and appreciation in all directions throughout our company. Celebrate the little achievement and ideas.

Personally own the problems or issues that come up and create the proper action. We all take on the different types of problems and challenges throughout our day. Owning and solving yours and moving forward to the next and not handing it off or setting it aside for someone else to clean up. Use help if needed but own and solve it.

Record a follow-up date for every action and take responsibility to see that it gets completed. we get paid to complete things not simply put them in motion.

While effort is appreciated, we reward and celebrate results. Set high goals, use measurements to track your progress, and hold yourself accountable for achieving those results.

Regardless of the quality of your work if you can’t manage multiple issues task and promises you won’t be a superstar. Maintain a clean and orderly work area, use an effective task management system for prioritizing, and tracking outstanding issues and responsibilities.

Solve problems before they happen by anticipating feature needs and addressing them in advance. Preventing issues is always more effective than fixing them

World-class organizations are built on a foundation of highly effective, repeatable processes. Look to create processes for every aspect of your work and then turn those processes into habits to achieve consistent results. Remember that they are not processed if they are not written down, and not a habit until used every day. 

Don’t except anything at face value if it doesn’t make sense to you. Be curious and question what you don’t understand. A healthy vigorous debate creates better solutions. There’s no better question than “why” Never stop asking.

Don’t make assumptions. There’s always more to the story than it first appears. Gather the facts before jumping to conclusions or making judgments. Be curious about what other information might give you a more complete picture.

Regularly reevaluate every aspect of your job to find ways to improve. Don’t be satisfied with the status quo because we’ve always “done it that way” is not a reason. Keep getting better.

From the spelling of a client's name to the specific language of our fundamentals, from the wording on a survey to the collar of a logo, details matter. Be a fanatic about accuracy and precision. Double-check your work and arrange the details correctly.