We believe that when your values are clear, your decision-making process becomes easier.
HighPoint was founded in 1996 on the three principles of honesty, integrity and trust, and these are still the bedrock convictions that we operate with today. We have further built upon this foundation by putting into practice 33 fundamentals that have come to be known as The HighPoint Way. We take steps weekly to celebrate these fundamentals and ingrain them into the DNA of the company. Mouse over each of the 33 fundamentals below to learn The HighPoint Way.
DO THE RIGHT THING, ALWAYS
Demonstrate an unwavering commitment to do the right thing in every action you take and in every decision you make, especially when no one’s looking. Always tell the truth, no matter the consequences. If you make a mistake, own up to it, apologize and make it right. Be impeccable with your word.
There’s no better way to earn people’s trust than to be true to your word. Do what you say you’re going to do when you say you’re going to do it. This includes being on time for all phone calls, appointments, meetings and promises. If a commitment can’t be fulfilled, notify others early and agree on a new time frame to be honored.
SIGN YOUR WORK WITH PRIDE
Demonstrate a passion for excellence. Take pride in the quality of everything you do. Have a healthy disdain for mediocrity and always ask yourself, “Is this my best work?” Everything you touch has your signature and makes a statement about you. Make sure it’s a statement of excellence.
DELIVER LEGENDARY SERVICE
It’s all about the experience. Do the little things, as well as the big things, that surprise people. Do the unexpected and create amazing experiences they’ll tell stories about. Remember that our most important relationship is with the customer, not with the equipment. Remember to serve the person as well as the organization. Do the unexpected.
FIND A WAY
Take personal responsibility for making things happen – somehow, someway. Respond to every situation by looking for how we can do it, rather than explaining why it can’t be done. Be resourceful and follow up everything to see that it gets completed. Make stuff happen. We get paid for results, not activity.
GO THE EXTRA MILE
Be willing to do whatever it takes to ensure the customer’s success plus a little bit more. Whether it’s starting early, staying late, or doing something that’s not in your job description, it’s the extra mile that separates the average person from the superstar. Be a superstar.
BE A FANATIC ABOUT RESPONSE TIME
Respond to questions and concerns quickly, whether it’s in person, on the phone, or by e-mail. This includes simply acknowledging that we got the question and we’re “on it,” as well as keeping those involved continuously updated on the status of outstanding issues.
Share information and work together. Learn to ask yourself, “Who else needs to know this?” Be available for your teammates. Collaborate internally and also with our customers and partners to find better solutions. Collaboration generates better ideas than working alone. Be inclusive.
GET CLEAR ON EXPECTATIONS
People judge us not by what happens, but by how it compared to what they expected to happen. Create clarity and avoid misunderstandings by discussing expectations upfront. Set expectations for others and ask when you’re not clear on what they expect of you.
Listening is more than simply “not speaking.” Give others your undivided attention. Be present and engaged. Quiet the noise in your head and let go of the need to agree or disagree. Suspend your judgment and be curious to know more, rather than jumping to conclusions. Above all, listen to understand.
Speak honestly in a way that moves the action forward. Say what you mean and be willing to ask questions, share ideas, or raise issues that may cause conflict when it’s necessary for team success. Avoid gossip by addressing issues directly with those who are involved or affected.
INVEST IN RELATIONSHIPS
Everything we do is built on trust and trust is built on relationships. Make smart decisions that enhance long-term relationships. Honor people and pay attention to their preciousness, both those you are with and those who come behind you. This includes our customers, suppliers, team members and the community. Strong relationships enable us to more successfully work through difficult issues and challenging times.
BE RELENTLESS ABOUT CONTINUOUS IMPROVEMENT
Regularly reevaluate every aspect of your job to find ways to improve. Guard against complacency and don’t ever be satisfied with the status quo. “Because we’ve always done it that way” is not a reason. Demonstrate a hunger for knowledge and take responsibility for your career by being a lifelong learner.
WALK IN OTHERS’ SHOES
Understand both your internal and external customers’ world. Know their challenges and frustrations. Show “business empathy” by thinking from their perspective. The better you understand them, the more effectively you can anticipate and meet their needs.
LEAD BY EXAMPLE
The best way to influence others is through your own example. Don’t wait for others to change. Take responsibility, both formally and informally, to coach, guide, teach and mentor others. Be the change you want to see.
“BRING IT” EVERY DAY
Everyone is needed and everyone’s important. Be present, passionate and fully engaged. Make the most of each day by approaching every task with energy, focus, purpose and enthusiasm. Work with a sense of urgency to get things done.
THINK ONE HIGHPOINT
It’s not about you. Don’t let your own ego or personal agenda get in the way of doing what’s best for the team. Be willing to step into another role or help a co-worker when that’s what’s required for success. There’s no such thing as one person or one department succeeding and another falling short. We win and lose as a team.
Recognizing people doing things right is more effective than pointing out when they do things wrong. Regularly extend meaningful acknowledgment and appreciation — in all directions throughout our organization.
PRACTICE BLAMELESS PROBLEM-SOLVING
Apply your creativity and enthusiasm to developing solutions, rather than pointing fingers or dwelling on problems. Identify lessons learned and use those lessons to strengthen the team, and to improve ourselves and our processes so we don’t make the same mistake twice. Learn from every experience.
ALWAYS ASK WHY
Don’t accept anything at “face value” if it doesn’t make sense to you. Be curious and question what you don’t understand. Healthy, vigorous debate creates better solutions. There’s no better question than “Why?” Never stop asking it.
COMMUNICATE TO BE UNDERSTOOD
Know your audience. Write and speak in a way 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 industry jargon. Use the simplest possible explanations.
GET THE FACTS
Don’t make assumptions. There’s always more to the story than it first appears. Gather the facts before jumping to conclusions or making judgments. Be curious about what other information might give you a more complete picture.
Do your homework and be prepared for all meetings, calls and appointments. Be organized and plan your work for maximum efficiency. Solve problems before they happen by anticipating future issues, planning for contingencies and addressing them in advance. Think things through.
MAINTAIN A HEALTHY WORK/LIFE BALANCE
Stay happier, healthier and more productive by balancing your time between work, family life, emotional/spiritual development, community activities and physical fitness.
ASSUME POSITIVE INTENT
Work from the assumption that people’s intentions are good, and that the thought behind their actions is positive. Set aside your judgments and preconceived notions. Choose to be positive and give people the benefit of the doubt. Your attitude is contagious. Spread optimism and positive energy.
SEIZE THE OPPORTUNITY TO SHINE
Our biggest chance to shine is when the customer is at their lowest point, struggling with what seems like an insurmountable problem. See these situations as opportunities and do what it takes to amaze them. The bigger the problem, the greater our chance to shine.
What got us here is not the same as what will get us to the next level. Get outside your comfort zone, rather than stubbornly hanging on to old ways of doing things. Change provides us with unique opportunities for competitive advantage and pushes us to grow. Be excited by the possibilities that change brings.
MAKE OUR APPEARANCE A REFLECTION OF OUR QUALITY
Making sure your appearance, work area, our office and our products are neat, clean and orderly inspires confidence in our quality. If you see it, take care of it. Pay attention to the image you project and take pride in being a HighPoint team member.
THINK AND ACT LIKE AN OWNER
Make decisions by asking yourself, “What would I do if this were my company? Could I be making or saving the company more by doing it differently?” Spend the company’s money like it was yours.
TREASURE, PROTECT, AND PROMOTE OUR REPUTATION
We’re all responsible for and benefit from the HighPoint image and reputation. Be a brand ambassador and always put your best foot forward. Consider how your actions affect our collective reputation and act in a way that brings honor to us all.
FIX PROBLEMS AT THE SOURCE
Address issues by discovering the root cause rather than simply tackling the symptoms. It’s better to invest time in developing a long-term solution rather than simply putting on a “Band-Aid.”
SERVE ONE ANOTHER
Be there for each other and provide genuine care and support. Proactively look for ways to make someone else’s day better or their job easier. Whether it’s a kind word during a tough stretch, a friendly smile each morning, or a helping hand in stressful times, show your compassion.
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. Stuff happens. Keep perspective. Don’t take things personally or take yourself too seriously. Laugh every day.