In March 2023, we will be celebrating 10 years as a business online. In January 2020, even before the pandemic actually hit, the company was facing some big decisions. Ultimately, we decided to adopt the EOS® to help us get focused and clear on what we really wanted to do.
In the two years of this three-year process, we have resolved our identity crisis and we have come back home to the vision, purpose, and mission that God set us on, all those years ago. And part of the EOS® process is to have a quarterly core values speech for every team member to reflect on and have a conversation around it.
Going back to 1996
The Bottom Line® as a solopreneur practice actually existed back in 1996 when Marilyn founded it. She and I joined together in March of 2013. We got excited about the online entrepreneur and the e-commerce entrepreneur and how they do business and wanted to support them. And so we've been on a journey. It has had highs and lows, hills and valleys.
How EOS® has impacted the business
In January in 2020 before the pandemic actually hit, we were facing some big decisions about what to do in our business. We decided to adopt EOS® and go through the process of using EOS® to basically help us get focused and clear on what it is we wanted to do.
I'm happy to say that in the two years of the three year process, I feel stronger than ever. We've resolved our identity crisis and we've come back home to the vision and purpose and mission that God has set us on all those years ago. I could not be more thrilled.
Culture as the unseen force that drives operational results
Your core values absolutely shape your culture. And one of my most favorite quotes is, “Culture is the unseen force that drives operational results”. I heard it during an intensive with Michael Hyatt through his Business Accelerator Mastermind.
I just love that quote because culture has absolutely been the thing that's been deeply impacted by us deciding on what our core values are and are not.
The importance of delivering a core values speech every quarter
The team looks forward to hearing the core value speech and if I've done anything to leave little things out because I felt insecure delivering it the team will always ask where this missing part was. And so the team has been so wonderful to give feedback about what they like. They've also given feedback about how it is so helpful to remember what our core values are and what they look like and what they don't look like. It really encourages me.
I deliver the core values speech every quarter to our team during the state of the company. It really reenergizes us around who we are, why we're here, and what we're here to do, and the way we're here to do it.
Our core values speech this quarter
Even if you're a one person team, I would use this tool every time if it was just me and I had to start all over again. It really does remind me of what matters and what I value and how I need to show up every day and what I hope to see in others that I play with.
You can listen to our core values speech on our podcast.
What every core value in our company looks like and doesn’t look like
WE NEVER GIVE UP
- We USE our resources and we SHARE resources. If you're looking only once for what you need and then simply turn around to ask for help – this looks a lot like giving up.
- We SERVE with C.A.R.E. and tenacity. Now, this doesn't always mean saying yes to a client or team member. To C.A.R.E. as an acronym is to Consider, Acknowledge, Respond, and Empathize.
- Extreme ownership and giving your best is what will set you and us apart. We don't give a halfway yes to anything and doing the bare minimum should never be the option.
- Established Core Processes and their action steps must be Followed By All. We agree to not take shortcuts or make changes to these core processes or steps on the fly.
- When you give that YES – work your given yes all the way through to completion. Despite any unknown, we're not afraid to fail and we don't give up before we are done.
WE SPEAK OUT
- Direct feedback of any kind should be given within 24 hours. We praise publicly and construct privately. We do not withhold and we do not delay giving direct feedback.
- Listening and giving others the opportunity to speak is the standard. We are unable to hear when we're constantly hogging the microphone or interrupting others.
- Because we believe hard conversations bear good fruit we must invite the hard, tough conversations. If we hide from these conversations, clarity and alignment will be lost.
- We aren't afraid to repeat ourselves – like a good parent or a great boss – we don't assume that everyone understands us the first time important information is shared.
- Open-mindedness, willingness, suspending judgment. These are traits we are known for, resisting any commitment to being closed off, judgmental, defensive, or unwilling.
WE HELP FIRST
- Responding and resolving emails within 2-3 business days is how we provide industry-leading customer service. We don't ignore emails or delegate tickets without adding notes that support timely resolution.
- Providing comments or updates inside any tech tool we use within 8-12 hours. It's okay to overcommunicate. We don't ignore notices, deadlines, or leave late tasks hanging.
- No silos for customer service – we play as one team across all brands. Unity is key! Everything you say and do has impact. Not playing as a right person team member is unacceptable.
- When emailing clients or prospects we serve first – our emails are sent to give value. Sending emails to simply sell a client or prospect every now and then gives no value.
- We consider others and this means we pitch in whenever needed. We give the gift of our fully engaged presence during all company and client meetings. We live by the golden rule – do unto others as you would want them to do unto you. We remove all distractions and avoid disengaging from others while serving our team, clients, and prospects. No martyrs. No islands. No excuses. Period.
WE ARE PRACTICAL
- Sometimes it's not an easy leap to make, but fewer people with fewer touches should be how we roll on a daily. We do not resign to money and people as the only solutions to solve issues or problems.
- Speak and serve with simple, plain-spoken language. Overusing technical or complex jargon prevents us from helping ourselves and others to connect and drive results.
- We have to know that we know what our sweet spots and true capabilities are. We simply cannot take on anything and everything that comes our way. Capacity is both individual and collective….. and capacity is real.
- Give a right-sized promise with a right-sized delivery. This is everything when it comes to surprising & delighting people. We do not accept or promote inaccuracies and inefficiencies.
- Every decision is a profit decision and profit is measured in time, energy, and money. We cannot adopt thinking or truth where we behave as though profit is only money.
If you want to learn more about crafting and delivering your core values speech, check out Episode 108: Crafting & Delivering Your Company Core Values Speech Quarterly.
