The Liberty Power Way

Humble. Hungry. Smart. These three words are at the core of our unique culture. But what do they really mean in daily practice? The 29 Fundamentals that make up the Liberty Power Way provide the answer to that question. They define how we relate to our clients, each other, and even our suppliers. They’re who we are, and they’re what drives our extraordinary success.

  1. Do the right thing. Integrity is not about convenience. It’s an unwavering commitment to do the right thing in every action we take and in every decision we make, even when no one’s looking. Make decisions that build strong, trusting relationships.
  2. Demonstrate humility. Our own egos and personal agendas must never get in the way of doing what’s best for the team. Everyone has something he/she can teach us. Be curious about others’ perspectives and open to others’ solutions. Make sure every decision is based solely on what will best advance our team goals.
  3. We’re a team and we depend on each other for success. Everything you do affects someone else, and usually many others. Consider how your actions impact your teammates. Look for opportunities to assist them, and be willing to ask for help as well. Where appropriate, engage others for more complete and effective solutions. Over-communicate.
  4. Honor commitments. Our customers are counting on us, and we’re counting on each other. Do what you say you’re going to do, when you say you’re going to do it. If a commitment can’t be fulfilled, notify others the minute you know this, and agree upon a new commitment to be honored.
  5. Practice blameless problem-solving. Blame has no place in a high-performance organization. Fix mistakes by focusing on solutions, not on whose fault it was. Processes fail, not people. Learn to ask questions that begin with “What” and include the word “I” such as “What can I do to fix this problem?” Use these situations to learn, and then apply that learning by improving our processes to reduce the likelihood of repeating the same mistake. Get smarter with every mistake.
  6. Listen generously. Truly listening is more than simply “not speaking.” It’s giving your undivided attention to the needs and priorities of others. Set aside your own judgments and pre-conceived notions. Listen with care and with empathy. Most importantly, listen to understand.
  7. Speak straight. Speak honestly in a way that “forwards” the action. Make clear and direct requests. Say what you mean. Be willing to surface ideas or take positions that may result in conflict when it’s necessary to reach our goals. While it’s imperative to be mindful of the way in which our message is delivered, only the truth allows us to understand with the clarity necessary for success.
  8. Be for each other. Support each other’s success. Operate from the point of view that we’re all in this together and that any one of us can’t win at the expense of someone else or the team. Look for each other’s greatness and provide rigorous support when needed, including honest and direct feedback.
  9. Celebrate success. Catching people doing things right is more effective than catching them doing things wrong. Build people up by giving meaningful (timely, specific, impactful) acknowledgement and appreciation, and by celebrating both individual and team successes.
  10. Work from the assumption that people are good, fair, and honest. Operate from the assumption that people are good, and that the intent behind their actions is positive. Faith and trust create better relationships and generate better results than do doubt and cynicism. Act out of this belief.
  11. Practice transparency. With appropriate respect for confidentiality, share information freely. The more people know, the better we can work together to build effective solutions. Practice open and honest communication with our customers as well as your teammates. Stand behind everything you say or do.
  12. Be quick to ask and slow to judge. There’s always more to the story than you think. Learn to ask questions and gather the facts before jumping to conclusions and making judgments. Be curious about what other information might yield a more complete picture.
  13. Make quality personal. We don’t do good, we do great. Take pride in the quality of everything you touch and everything you do. From the way you price a product to the way you answer the phone, from the way you call on a customer to the way you fill out paperwork, always ask yourself, “Is this my best work?” Remember that everything you touch has your signature. Sign in bold ink.
  14. Walk in your customers’ shoes. We all exist to serve our customers, whether they’re internal ones or external ones. Understand your customers’ world. Know their challenges and frustrations. The better you understand them, the more effectively you can anticipate and meet their needs.
  15. Embrace change. Nothing stays the same, thankfully. Change creates energy and excitement. Be inspired by both the challenges and the possibilities that change brings. The better and faster we are at adapting to change, the stronger and more successful we become as a company.
  16. Have a bias for action. Operate with a sense of urgency to get things done so we can get on to the next thing. Completion creates energy. Learn to identify key information that’s necessary for smart decision-making. Gather the relevant facts and evaluate your options thoroughly, and then get moving. Act decisively.
  17. Be resourceful. Find a way to get it done. People come to us when they have a problem they can’t solve themselves. They don’t care about our policies and procedures, nor are they interested in our excuses. Use the tools you have until you get the tools you need. Take ownership, and see that it gets done — somehow, someway.
  18. Be performance-driven. We appreciate effort, but we reward and celebrate results. Set challenging goals, and then go after them with massive action. Don’t shy away from numbers or accountability. Metrics are the best tools we have to help us understand how we’re doing and how we can improve our performance. Hold yourself accountable for achieving results.
  19. Look ahead and anticipate. Be better prepared by anticipating future needs and addressing them today. Avoid the mistakes that come from last-minute actions.
  20. “Bring it” every day. While skill, talent, and knowledge are necessary for producing good results, passion is the energy that fuels extraordinary performance. Passion comes from understanding the value of what we do. Approach every day with energy, focus, and enthusiasm. Be fully engaged.
  21. Be responsive. Our customers expect us to respond to their questions and concerns quickly. Whether it’s in person, on the phone, or by email, be a fanatic about response time. Getting back to people promptly, including your internal customers, is one way to demonstrate your passion for quality.
  22. Think and act like an owner. Learn to ask yourself, “What would I do if this were my company? What would I do if this were my own money? Will this help the company to succeed?”
  23. Continuously improve everything you do. Constantly evaluate and re-evaluate every aspect of your job. Don’t be satisfied with the status quo. The most successful people and organizations are in a never-ending pursuit of improvement. Demonstrate a commitment to lifelong learning.
  24. Set and ask for expectations. We judge situations not by what happens, but rather by how they compare to what we expected to happen. Nearly every misunderstanding can be traced to a difference in expectations. Repeat back what’s been delegated to ensure both clarity and agreement. Learn to create mutually understood expectations in every situation.
  25. Communicate to be understood. Know your audience. Write and speak in a way that they can understand. Learn to recognize various communication styles and be versatile by adjusting your style to achieve maximum effectiveness. Where appropriate, avoid the use of internal lingo, acronyms, and jargon. Use the simplest possible explanations.
  26. Problems are nothing more than unanswered questions. Good questions help to illuminate a path to solve even the most vexing of problems. Learn to ask yourself, “What information is missing, that if I knew this, the best course of action would become self-evident?”
  27. Have a bias for structure and rebar. Look to create systems and processes that support our ability to perform with consistency. Strong processes are the foundation of organizational effectiveness.
  28. Change your state of mind to create different results. Your state of mind determines the “stories” you tell yourself. These stories create beliefs that either limit or empower you. Change your “state” to create the opportunity for maximum performance.
  29. Keep things fun. While our passion for excellence is real, remember that the world has bigger problems than the daily challenges that make up our work. Keep perspective. Be light-hearted and smile.
January 12, 2015