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Great Principles

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  • Act like an owner/partner

    • …and you will eventually be one.
    • Spend the firm’s money as if it were your own.
    • Don’t trade your time or talent for compensation.
    • Live with passion, positivity, and excitement every day without exception.
    • Be determined to better your best every day.
    • Develop trusting relationships across all departments, not just yours.
    • Avoid concentrating solely on getting the job done. Work on developing an interest in how the business functions.
    • Create an entrepreneurial spirit by keeping your heart and mind fully engaged in your work.
    • Hold yourself and others accountable. Don’t be afraid to tell the truth.
    • Don’t sacrifice long term value for short term success.
    • “That’s not my job” is never an option.
    • Scale the unscalable.
    • Break the impossible into possible parts and tackle them one piece at a time.

  • Honesty is 100% the best policy

    • Anything on your mind should be addressed.
    • Never ever say anything about anyone that can’t be said to their face.
    • Being open and honest doesn’t mean you’re not loyal to the firm.
    • Zero tolerance for anyone who is dishonest.
    • You can’t be heard if you don’t speak.
    • Identify what you don’t know instead of focusing on the things you do know.

  • Mistakes are tolerated, not learning from them and repeating them is not

    • Own the mistakes you make… Don’t dwell on them.
    • The most productive approach is to admit the mistake, learn from it, and move on with resolve not to repeat it.
    • Don’t make excuses… Improve.
    • Success demands working towards perfection.
    • Punishing yourself for mistakes (especially repeatedly) is counterproductive. Avoid this at all costs.
    • Stop concentrating on how you look and keep your focus on the goal you’re trying to achieve.
    • Don’t worry about who gets credit for the wins and losses, and pay attention to your responsibilities.
    • Always reflect. Effective people are reflective people.
    • Audit your weaknesses early and often. Identify them by writing them down and working on them. Help others identify them as well.

  • Success gets in the way of future success

    • Don’t lose your edge by thinking that because you succeeded today you will succeed tomorrow.
    • Be humble. You’re very important but recognize that the world will function without you.
    • Success is not permanent and failure is not fatal.
    • Always be learning. Even if you think you know it, listen to what others have to say.
    • Don’t argue with someone who might be right. Listen intently and respond thoughtfully.
    • Practice being silent. There’s more wisdom in a measured, intelligent response than a quick one.
    • Success is a lousy teacher.
    • Allow your critics to drive you.
    • Question the status quo.

  • Hiring the right person doesn’t always equal hiring the most qualified

    • Look beyond the resume.
    • Don’t hire for their current job, hire for their next one.
    • Hire people you would share a meal with.
    • Your stomach is more intelligent than your head. Trust it.
    • Enthusiasm, passion, ambition, and the right attitude are non-negotiables.
    • Curiosity, insight, innovation, and determination are hallmarks of potential.
    • We only hire to retire.
    • The best job of their life requires constant, gentle pressure.

  • Manage your team effectively and come from contribution

    • Maintain good communication… No harm in not knowing. But not asking is too often a catastrophe.
    • The customer might not always be right, but we make a living from the customer and need to ensure we understand their needs and our responsibilities.
    • Customer service training is an everyday thing.
    • Don’t just give up. If you see something wrong, address it and make sure it never happens again.
    • Teach them to fish. Saying you will just do it yourself shows weakness. The more you teach the more important things you will do.
    • Don’t jeopardize the integrity of the firm because you’re uncomfortable with confrontation. If you’re certain, stick to your guns.
    • Being a good leader means being decisive.
    • If you expect your staff to commit to their work, you need to do the same.
    • If someone on your team is not doing a good job, look at yourself first. Find the mistake in training rather than the employee’s ability.
    • Hold people accountable and expect them to return the favor.
    • Be clear and assign tasks. Set deadlines but be open to change.
    • Run your team like a conveyor belt runs in a machine.
    • Start every morning by communicating your expectations with your team.
      • End the day reviewing wins and losses.
    • Keep score & evaluate constantly.
    • Don’t tolerate mediocrity.
    • If you feel someone on your team is a bad fit, fire them. Much worse to keep someone who does not belong.

  • Be proud of what we are doing

    • Help us become a company you are proud to add to your resume.
    • WOW has to be constant.
    • Be the envy of our industry.
    • If you expect others to love your work, you have to love your work first.
    • Extraordinary results require extraordinary efforts.
    • Come to work every day looking to make a difference.
    • A feeling of accomplishment comes from your efforts, rather than the efforts of others.
    • Don’t ever worry about your position or title, worry about doing the work and the rest will take care of itself.
    • Know you can accomplish a lot more if you don’t care who gets credit.
    • The only person you’re trying to impress is yourself.
    • Approach every day with the same mindset: don’t rest until one person has benefited from your existence.

  • Purpose driven

    • Identify what gets you up in the morning and motivates you.
    • Connect people to their purpose.
    • Don’t rely on natural ability, work towards exceptional skills.
    • Confidence in knowing we’re looking to get you one step closer to your purpose.
    • The work must have meaning and make a difference.
    • Tap into your power and help us transform an industry that hasn’t seen change since the beginning.

  • Be obsessed

    • …with doing one more every day.
    • …with our clients’ success.
    • …with our agents’ overall experience.
    • …with being happy.
    • …with success.
    • …with tomorrow.
    • …with excellence.
    • …with purpose.
    • …with you.

  • Think beyond today

    • Deliver results.
    • Innovation is not just the responsibility of one person at the company.
    • Real innovation is not in anyone’s job description, it’s the responsibility of us all, including our customers.
    • Listen to what’s missing. Tell someone about it and let’s build it together.
    • All hands on deck are required for true innovation to occur, to become a company that will be around beyond tomorrow.

  • Do more with less

    • Be smart and proactive.
    • A strategic sorting of priorities is a required practice.
    • If everything is a priority, nothing is.
    • Fake work is not real work. Being busy doesn’t mean you’re productive.
    • Hard work can still get you on the road to nowhere.

  • The 80/20 principle

    • Identify what your 20% is and tackle it first.
    • Segregate your list into “must do” and “should do.” Your day does not end until your must dos are completed.
    • Evaluate your list daily. Focus on the important tasks that are going to give you the biggest results first.
    • 20% of your customers will give you 80% of your revenue. Identify your 20%.
    • Identify if the 80% of your customers that give you 20% of your results have the potential to move into the 20%.

  • Understand that everyone is different and you need to adapt

    • What’s important to you is not important to them.
    • Everyone has different values.
    • Everyone has different principles.
    • Everyone has different skill sets.
    • Everyone has different abilities.
    • Figure out who they are so you know exactly what to expect from them.

  • Responsiveness

    • Be the first one to answer the question.
    • If it’s broken, fix it.
    • Answering sooner is better than answering later.
    • A problem never goes away, it just becomes larger.
    • If you feel something or someone is not being treated fairly, it is your responsibility to speak up.
    • You are not responsible for what happens to you, but you are responsible for how you respond.

  • Set a goal. Then push yourself past it.

    • Read. Learn. Progress.
    • Smile, breathe, and execute. The S.M.A.R.T (specific, measurable, achievable, relevant, time- bound) system was used to define your goals.
    • The people responsible need to know about your goal. Don’t assume they know. Communicate.
    • Break it up.
    • Commit to reviewing them every single day and plan to talk to someone about them once a day.
    • Think for yourself. Act for yourself. Discover what you’re capable of.
    • Be action and result oriented. Always review the day before ending the day.
    • Free your mind… By writing everything down.
    • You have 1440 minutes every day. Break it up.

  • Hear every side of the story

    • Don’t jump at the opportunity to make up your mind too early.
    • Don’t generalize. Address the problem by addressing the person creating the problem.
    • Commit to a supportive work environment. Every single person that works for the company needs to be confident they can exceed their highest potential.
    • Try to say yes to everything and everyone. If you have to say no, explain why and make sure the person you’re saying no to understands your reason.

  • Learn, refine, repeat and learn some more

    • Be open to feedback. You don’t need to agree or disagree, you just need to hear it.
    • Don’t keep your mistakes a secret. Share. Chances are someone is about to make the same mistake you just made.

  • Life is simple, but we insist on making it complicated

    • Simple living, high thinking.
    • Always ask what it would look like if you were forced to keep it simple.
    • Stop meaning what you don’t say. Communicate clearly.
    • Waiting to do things the minute before it’s due is a very complicated life to live.
    • Drama and gossip in life we can always live without. Listen to your mother.
    • Blaming others for issues only complicates things. Own it or it will own you.
    • Patience, more than anything else, defines your day.
      • Be mindful of why you feel the need to rush.
      • Practice waiting for things.
      • Become comfortable with the uncomfortable.
      • Practice meditation. Daily breathing exercises should be part of your regular routine.
      • Start the day by writing down three things you’re most grateful for.
    • Never respond with negativity. Change your unhelpful bitterness into determination.
    • 90/10 rule when it comes to problems. Focus 90% of your energy on the solution and only 10% on the problem.
    • Run your own race and never compare yourself to anyone else. Your chapter three today is a lot different than their chapter nine yesterday.

  • We’re in the service business

    • Every single department is the customer service department.
    • Speak with a smile on your face even when you’re on the phone.
    • One agent, one customer, and one home at a time.
    • Deliver exceptional service every day, not just on your good days.

  • Empathy for everything and everyone

    • Spend time trying to understand context.
    • Stereotypes or common sense won’t get you anywhere.
    • Don’t judge the person you’re dealing with without walking a mile in their shoes.
    • Everything good we do is because of good people.
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