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Our Business Principles

Smart City Top 10 Business Principles

Over the years, much has changed at Smart City.  We have continuously adapted our products and services to stay ahead of the ever-increasing sophistication of our customers.  What hasn’t changed  – and what never will - are the core values upon which we were founded.  These values are summed up in ten immutable principles that guide our business and our relationships.  Our founding values will never change.

  1. Integrity without Compromise. Having integrity means more to us than simply the absence of deception. It means that we are completely forthright in all our dealings.  We say what needs to be said, not simply what people want to hear.
  2. Do Right By All Our Customers. Doing right means acting with the best interest of the other party in mind. An important word in this phrase is “All” – it includes every relationship.  We treat each other, our business partners and our suppliers with the same care and respect with which we treat our customers.
  3. It’s the People. We have great people who want to do well, who are capable of doing great things and who come to work fired up to achieve them. Great people flourish in an environment that liberates and amplifies their energy.
  4. Seek the Best. We seek the best in two ways:  We cast wide nets to find the best people to hire and the best ideas to adopt, and we base decisions regarding them on facts.  We acknowledge and capitalize on our diverse work force.
  5. Continually Improve Processes. How do we know if a process needs improving?  The answer is:  It always does.  We can always get better.  We strive continually to improve our processes, to help people do their jobs better, and to produce higher quality at lower cost.
  6. Speak, Listen and Respond. The managers of Smart City have a responsibility to create an environment that encourages people to speak openly, knowing that they will be listened to when they do.  Listening, however, is only a first step.  It is also key to respond – if not through direct action then through acknowledgement and feedback.  Feedback is the breakfast of champions!
  7. Teams Work. Teamwork means focusing on the team’s success, realizing that ultimately the team’s success is your success.  It also means that you succeed by helping other members of the team to succeed.
  8. Customers Define Quality. Part of adapting to changing customer needs and desires is knowing what our customers want.  Smart City succeeds, in part, because we actively solicit input from our customers.
  9. Think Fast, Move Fast. Customers want the benefit from our great ideas sooner — not later.  Moving fast enables us to learn and to make better decisions over time.  That’s because the best learning comes from trying out more things in the real world.
  10.  We Care and Give Back. We believe that with our success comes the responsibility to give back to our communities.  We seek to contribute to our communities in ways that reflect broadly held values, have meaningful impact, draw on our unique strengths as a company and whenever possible reinforce our business objectives.

Smart City Daily Basics

Because great service requires an exceptional commitment from every Smart City team member, all team members meet every day in their departments for a 15-minute session called the Daily Line Up.  Learning is not a one-time event but happens over time as team members gain more experience and confidence in their roles and responsibilities.  The Daily Line Ups provide a regular space and time to review and affirm our basic principles of customer service and how they apply to everyday business.  They also allow team members to explore and better understand our Daily Basics by discussion one during each meeting.  The Daily Basics address, in more depth, our Smart City Top 10 Business Principles.

  1. All team members will know and support our credo and our ten business principles.
  2. Our motto is, “In a hectic world we provide peace of mind.”
  3. “You don’t get a second chance to form a first impression.”  Others (including our customers) form opinions of us quickly, be sure that your appearance lets them form a positive one.  Appropriate dress and grooming are mandatory for all team members.  “Dress smart” and “look smart.”
  4. We will be completely forthright, honest and professional in all our interactions.  Be sure to treat others as you would like to be treated.  “A promise made is a promise kept.”
  5. If offered a gratuity by a customer or vendor, simply decline the offer, smile and thank them for the gesture.
  6. “Get things done right the first time.”  Strive for efficiency and stay focused on the task at hand.
  7. All team members are responsible for safety and emergency procedures.  Report safety concerns or issues to your supervisor and follow through to ensure resolution.
  8. Seek opportunities to instantly recognize a job well done by your fellow team members.  A little appreciation goes a long way.  Use available means for recognition (i.e., line-up boosts, Eureka, etc.).
  9. We are ambassadors of Smart City, therefore we should project a positive attitude about our company at all times.
  10.  Open communication is crucial to our success.  Be approachable, welcome suggestions and accept feedback from all levels.  Remember that feedback is the breakfast of champions.
  11.  All team members are encouraged to explore new and creative ways to enhance and deliver our services.  Feedback forms are available for this purpose.  Ideas will be acknowledged and responded to quickly.
  12.  All team members on various teams are crucial to the team’s collective success.  Active participation and leadership support is necessary to ensure these successes.
  13.  Listen. Empathize. Ask. Produce. (LEAP)  Team members will continually solicit input and feedback from our customers, vendors and fellow team members to address their concerns and needs expeditiously.
  14.  Any team member who receives a complaint “owns” the complaint.  Resolution is the owner’s responsibility.  If another team member’s assistance is needed to resolve the complaint, be sure they acknowledge their ownership.
  15.  Timely resolution of all complaints is the goal of every team member.  Follow-up to ensure the complaint was addressed and brought to a satisfactory resolution.
  16.  Our customers expect perfection.  Look for ways to delight our customers and make their day.
  17.  “Smile!  The world is watching.”  Remember a smile and a positive attitude are contagious.
  18.  Be knowledgeable of all Smart City’s various business operations and services.
  19.  Use proper telephone etiquette.  Answer the phone within three rings and let the caller “hear you smile.”  Avoid transferring the caller more than once and ask them if you can place them on hold.  When away from your desk, remember to forward your phone.
  20.  All team members needing immediate assistance in handling dissatisfied customers or service outages will escalate the issue to the appropriate team member(s).