Our clients are our business and their experience is our most important work product. View everything you do through this lens — their perception is reality. We honor this principle by living our core values.
Do what is right for the customer and the company, and honor your commitments, every time. Trust your gut — if it doesn’t feel right, don’t do it.
Make quality personal, and own your piece of the business. Always take pride in the work product that you provide. Set realistic expectations, and strive to over-deliver.
Customer satisfaction is everyone’s job. Always go the extra mile to deliver remarkable customer service — when you solve problems and deliver excellence, you make an intangible product tangible. You are what keeps them coming back.
Go out of your way to support your colleagues, and approach all relationships with humility. Expect to learn from each other, and don’t allow egos to impact your relationships.
Speak honestly and directly, and find ways to listen generously. Create a tone of friendliness and warmth, and always say “thank you.” Communicate in a personal and efficient way — don’t email when a human voice or face-to-face interaction is more appropriate.
Look ahead, anticipate, and be relentless about improvement and innovation. Just because we’ve always done it that way doesn’t mean we shouldn’t change how we do it.
Keep an open and optimistic mind and assume the best about people and your situation. Your attitude is contagious. Use it to make a positive impact on others.
Mistakes happen; if you make a mistake, own it and fix it. Tackle all problems early and head-on, because no problem gets better with time. The only mistake that won’t be tolerated is a dishonest one.
We owe it to our clients and the carriers we represent to give full effort and focus, every day. Never take for granted the trust that others place in us – it is something we must continue to earn each day.
Take advantage of opportunities and resources provided to further develop your professional and personal self and to make a positive impact on the community.
Don’t be afraid of competition or a challenge – tackle it head-on and expect success. When you deliver results, have fun and celebrate a job well done.
30 Years with Holmes!