Our company culture is based on a concept of servant leadership that says everyone must serve others in order to be a leader. We have developed report cards that we use to keep us focused on the boundaries of our business. These boundaries include our vision, our promise, core values and profit.
Customer report cards contain “careabouts” that are under control of the team and are aimed at delighting both internal and external customers. In addition, each individual team member is measured anonymously by all of their other team members to ensure everyone serves each other and is serving the customer. A performance-based bonus is awarded based on the scores of both report cards.