At Eastern Funding, we are driven by a desire to help our customers succeed. We understand that each person in the company plays a role in making this happen and we support each other in those roles. Our guiding principles – our Fundamentals – define the way we go about making this happen. We live them every day. These principles, distilled into 27 powerfully simple and unambiguous directives serve as a guide to how we work.
1. Act With Integrity.
Demonstrate an unwavering commitment to doing the right thing in every action you take and in every decision you make, especially when no one’s looking. Be impeccable with your word.
2. Take Pride In Your Work.
Demonstrate a passion for excellence and take pride in the quality of everything you touch and everything you do. Don’t accept mediocrity. Good is not good enough. Always ask yourself, “Is this my best work?”
3. Create a Great Impression
Every conversation, phone call, e-mail, letter, and even voicemail, sets a tone and creates an impression. Pay attention to every interaction and be sure you’re setting a tone that’s friendly, warm, and helpful.
4. Be a Fanatic About Response Time
|Respond to questions and concerns quickly and thoroughly, whether it’s in person, on the phone, or by e-mail. This includes simply acknowledging that we got the question and we’re “on it,” as well as keeping those involved continuously updated on the status of outstanding issues.|
5. Be a Detective
There’s always more to the story than meets the eye. Get to know the larger picture. When we know the full story, we can work faster and develop better solutions.
6. Take Ownership
|Take personal responsibility for delivering results. Respond to every situation by looking for how we can do it, rather than explaining why it can’t be done. Don’t make excuses or wait for others to solve the problem. Follow-up rigorously and see issues through to their completion.|
7. Listen Generously
|Listening is more than simply “not speaking.” Give others your undivided attention. Be present and engaged, and avoid interrupting. Minimize the distractions and let go of the need to agree or disagree. Suspend your judgment and be curious to know more, rather than jumping to conclusions. Above all, listen to understand.|
8. Speak Straight
Speak honestly in a way that helps to make progress. Say what you mean, and be willing to ask questions, share ideas, or raise issues that may cause conflict when it’s necessary for team success. Be courageous enough to say what needs to be said. Address issues directly with those who are involved or affected.
9. Set and Ask For Expectations
|Create clarity and avoid misunderstandings by discussing expectations upfront. Set expectations for others and ask when you’re not clear on what they expect of you. End all meetings with clarity about action items, responsibilities, and due dates.|
10. Focus On the Customer
|Put simply, we exist first and foremost to serve our customers. Make sure everything you do is focused on directly serving the customer, or supporting those who do.|
11. Document Everything
With appropriate respect for confidentiality, share information freely throughout our organization. The more people know, the better we can collaborate. Learn to ask yourself, “Who else needs to know this?” Document everything you do so that others have easy access to the information necessary for success.
12. Honor Commitments
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, and meetings. If a commitment can’t be fulfilled, notify others early and agree on a new deliverable to be honored.
13. Be Proactive
|Get to customers and vendors before they get to us. Anticipate future needs and address them in advance. It’s easier to prevent an issue than it is to fix it after the fact.|
14. Work Smart
|Be organized and plan your work for maximum efficiency. Be thoughtful about your schedule, and have a game plan for your calls, your tasks, and your workday. Know the priorities and work on them first. Be ready to reprioritize on the fly when the situation calls for it.|
15. Be a Team Player
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. Be there for each other and be willing to step into another role or help a co-worker when that’s what’s required for success. We each play an important role in the interdependent steps necessary to deliver for our customers. Position the next person in the chain for success by anticipating their needs and producing quality work.
16. Show Meaningful Appreciation
|Recognizing people doing things right is more effective than pointing out when they do things wrong. Regularly extend meaningful acknowledgment and appreciation — in all directions throughout our organization.|
17. Practice Blameless Problem Solving
Demonstrate a relentless solution focus, 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. Get smarter with every mistake. Learn from every experience.
18. Be Relentless About Improvement
Regularly evaluate the way you/we work 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. Guard against complacency. Be an agent of change and find ways to get things done better, faster, and more efficiently.
19. Pay Attention to the Details
Missing just one detail can have an enormous impact on a job. Be a fanatic about accuracy and precision. The goal is to get things right,not simply to get them done. Double-check your work. Get the details right the first time.
20. Go the Extra Mile.
Be willing to do whatever it takes to accomplish the job . . . plus a little bit more. Whether it’s starting early, staying late, or doing something that’s not in your job description, it’s the extra mile that separates the ordinary from the extraordinary.
21. Manage the Business As if It’s Your Own
|Make decisions by asking yourself, “What would I do if this were my company? What would I do if this were my own money? Will this help the company to succeed?”|
22. “Bring It” Every Day
Have a passion for what we do and be fully engaged. Have a positive attitude and make the most of each day by approaching every task with energy, focus, purpose, and enthusiasm. Work with a sense of urgency to get things done.
23. Be Compassionate
|Our relationships go deeper than simply being teammates at work. We genuinely care for and about each other. Whether it’s a kind word during a tough stretch, a friendly smile each morning, or a helping hand in stressful times, show your compassion.|
24. Embrace Diverse Perspectives
Be open to learning from others, no matter what role they have, and regardless of their age, background, experience, or tenure with our company. We make better decisions when we consider multiple perspectives.
25. Own Your Work-Life Balance
Own and protect your work-life balance. Know and communicate boundaries and when you need to take a break to refresh and recharge. To give your best, you must be at your best. Be a steward of our most valuable resource: you!
26. Never Stop Learning
|Seek out and take advantage of every opportunity to gain more knowledge, to increase your skills, and to become a greater expert. Be resourceful about learning and sharing best practices.|
27. Keep Things Fun
While our passion for excellence is real, remember that the world has bigger problems than the daily challenges that make up our work. Stuff happens. Keep perspective. Don’t take things personally or take yourself too seriously. Laugh every day.