The Star Way
From the beginning, we’ve wanted Star Industries to be the best. The best in how we treat our customers, the best in how we work with each other, and the best in the results we achieve. These differences are captured in the 30 “Fundamentals” that are the foundation for our unique culture. We call it, The Star Way.
Know and practice the safety procedures for your job. Watch out for the safety of your teammates as well, for we’re all part of the Star Industries family. Never take shortcuts that compromise your safety or that of your teammates.
Demonstrate an unwavering commitment to doing 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, and make it right.
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 there for each other and be willing to step into another role or help a co-worker when that’s what’s required for success. We succeed when we all succeed.
Demonstrate a relentless solution focus, rather than pointing fingers or dwelling on problems. Identify lessons learned and use those lessons to improve ourselves and our processes so we don’t make the same mistake twice. Get smarter with every mistake. Learn from every experience.
Take pride in the quality of everything you touch and everything you do. Good is not good enough. Always ask yourself, “Is this my best work?”
What got us here is not the same as what will get us to the next level. Get outside your comfort zone, rather than holding on to old ways of doing things. Be excited by the possibilities that change and growth bring. Be flexible.
Do what you say you’re going to do, when you say you’re going to do it. If you hit a roadblock, notify others early and agree on a new deliverable to be honored.
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. End meetings
with clarity about action items, responsibilities, and due dates.
Listening is more than simply “not speaking.” Give others your undivided attention. Be present and engaged. Minimize the distractions 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 and respectfully in a way that helps to make progress. Say what you mean, and don’t be afraid to ask questions, share ideas, or raise issues that may cause conflict when it’s necessary for team success.
Be courageous enough to say what needs to be said. Address issues directly with those who are involved or affected.
Take personal responsibility for making things happen. Respond to every situation by looking for how we can do it, rather than explaining why it can’t be done. Be resourceful and show initiative. Don’t make excuses or wait for others to solve the problem. See issues through to their completion.
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.
Our business is built on trust and trust is built on relationships. Make smart decisions that enhance long-term relationships. Strong relationships enable us to more successfully work through difficult issues and challenging times.
Learn and find ways to improve. Don’t be satisfied with the “same ole, same ole.” “Because we’ve always done it that way” is not a reason. Guard against complacency. Improve personally by developing new skill sets. Find ways to get things done better, faster, and more efficiently.
Always do what’s best for the customer. Put their needs ahead of our own. There’s no greater way to build a reputation than to do what’s right for others. The customer signs our paychecks.
Respond to questions and concerns quickly, whether it’s in person, on the phone, or by e-mail. This includes simply acknowledging we got the question and we’re “on it.” If it’s going to require time to complete what was requested, keep those involved continuously updated on your progress.
Be willing to share information that can help a teammate or a process. The more people know, the better we can collaborate. Learn to ask yourself, “Who else needs to know this?”
While we appreciate effort, we reward and celebrate results. Follow-up on everything and take responsibility to ensure tasks get completed. Set high goals, use measurements to track your progress, and hold yourself accountable for achieving those results. Use your time responsibly. Ask yourself, “Am I bringing value right now?”
Our relationships go deeper than simply being teammates at work. We genuinely care for and about each other. 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.
It’s all about the experience. Make every interaction stand out for its helpfulness. Create the “WOW” factor that creates loyalty and turns customers into raving fans. This includes both internal and external customers.
Have a passion for what we do and be 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.
Work from the assumption that people are good, fair, and honest, and the intent behind their actions is positive. Set aside your own judgments and preconceived notions. Give people the benefit of the doubt.
Missing just one detail can have an enormous impact on a job. Be a fanatic about accuracy and precision. The goal is to get things right, not simply to get them done. Double-check your work. Get the details right the first time.
The appearance of our facility makes a strong statement about the pride we take in our performance. Make sure your work space is neat and orderly as this is a matter of safety as well. Your personal appearance also makes a strong statement about the quality of your work. Dress neatly and appropriately for the job.
We’re all responsible for, and benefit from, the Star Industries image and reputation. Consider how your actions affect our collective reputation, and be a proud ambassador for the company. Represent the Star brand with pride and honor. Protect the brand and our legacy.
Be organized and plan your work for maximum efficiency. Have all the tools necessary before starting your work. Be thoughtful about your schedule, and have a game plan for your calls, your tasks, and your workday. Know the priorities and work on them first.
Be willing to do whatever it takes to accomplish the job . . . plus a little bit more. Whether it’s starting early, staying late, or doing something that’s not in your job description, no job or task is beneath us. It’s the extra mile that separates the ordinary from the extraordinary.
See the future. Solve problems before they happen by anticipating future issues, planning for contingencies, and addressing them in advance. Work with appropriate lead times. Preventing issues is always better than fixing them.
Create systems and processes that are scalable and support our ability to perform with consistency.
Strong processes are the foundation of organizational effectiveness.
While our passion for excellence is real, remember 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.