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Every Richmond Group employee should love their job, without exception. Enjoy what you do and do what you enjoy. Work towards goals that excite you, choose your attitude, and take pride in your successes. Work hard to enjoy your time at The Richmond Group and help us to help you by being honest about what motivates you and what doesn’t. If you find it impossible to love your job then find a new one that you will love. Be serious about what's important and don't stress about anything else. Keep the main thing the main thing.
Everyone should have the information that they need to be able to make a contribution towards the success of the Group. Be open with your feedback; be honest with customers and your colleagues. Build empathy within your team and your customers - they have an interest in your success so let them in. Be clear about your minimum standards, make metrics available to everyone, have the important ones front and centre. Maintain a core brand promise, make it honest and make it obvious.
Act as if every problem is your own personal problem, as if every customer is your personal customer, as if the business was your own. Take responsibility for your actions and the actions of others around you. There is no such thing as somebody else’s problem. Think bottom up not top down. RG is an economy not a corporation. Be responsible for your own success or failure, train yourself, never rely on outside 'experts' to tell you what you can achieve yourself with our help.
If the Richmond Group does something it does it better than everyone else, or not at all. There are no half measures. This applies to everything from the way we run our call centres to the way we make sandwiches or fill up our vending machines. Take inspiration from greatness wherever it exists. Stay hungry to improve, never accept the status quo. When you run out of people to beat in your own industry look elsewhere. Someone somewhere is always better than you, find them, take them apart, improve their model and beat them. If you cant win on size or power, win on the details. What is accepted as the 'best' within an industry is not necessarily what the customer will see as the best standard. If you can't win on anything else you can always win on the details.
Make sure everything we do would make sense to your grandmother. Make things easier for our customers and us wherever possible. Keeping things simple lowers our overheads and allows us to serve more customers better. If it can't be explained in a single sentence go back to the drawing board.
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