How To Achieve Consistent Excellence: The Value of Guiding Principles
One of the biggest factors that separates a good organization from a great one is how consistently they create an excellent experience for their customers. Customers that consistently have an excellent experience are more likely to repeat business, thus leading to a greater chance for organizational success.
In my experience, one of the most important aspects of creating excellence is having a set of fundamental guiding principles that are modeled by everyone, regardless of position. Think of them as the organization's lighthouse, constantly signaling everyone towards the proper direction.
Guiding principles are the bedrock of a company's culture, shaping decisions and influencing behaviors at every level. They help us navigate the gray areas, make tough calls, and build a team that's not just talented, but also united by a shared set of values.
These principles create a sense of shared purpose and accountability.
In my own organization, we've put a lot of thought into our guiding principles, and we genuinely believe they're key to our success. We call them IGROW: Integrity, Grace, Respect, Optimism, and Wisdom. Modeling these principles is one of our keys to delivering on our promise to our customers. We also look for evidence of these in reviewing partnerships with third party vendors and when contracting work. Our goal is to make these principles evident everywhere and with everyone.
Integrity is non-negotiable. Everything starts with being honest and transparent in all our dealings, even (especially) when it's difficult.
Grace is extending understanding and compassion. It recognizes that everyone makes mistakes and has positive intent. However, leaders need to not confuse this kindness with a lack of conviction.
Respect is valuing every individual, regardless of their background or perspective. Everything matters. Therefore, everyone matters.
Optimism allows us to approach challenges with a can-do attitude and a belief in our ability to overcome them. However, it should not be confused with wishful thinking.
And finally, Wisdom is about learning from our experiences, seeking counsel, and making thoughtful, timely decisions.
The beauty of these principles is that they're interconnected. You can't really have one without the others. For example, you can't truly show respect without also acting with integrity. And optimism is a lot more powerful when it's grounded in wisdom.
In addition, the influence of guiding principles comes when they're actively modeled by everyone in the organization. When leaders embody these principles, they set the tone for the entire team. When everyone, regardless of their position, strives to live by these values, it creates a culture of trust, collaboration, and high performance. It's not about perfection; it's about striving to live up to these ideals every single day.
Building a team or an organization that consistently performs at its best, requires a close look at your guiding principles. Are they clear? Are they meaningful? Are they being lived out by everyone, from the top down and the bottom up? When guiding principles are truly embraced, they have the power to transform not just organizations, but the people within them.
