27 Fundamentals of Success at Tipperary Sales
La-Z-Boy Southeast | March 25, 2019
As a faith-based company, Tipperary Sales (La-Z-Boy Southeast) strives to be different in how we treat our clients, work with each other, and achieve highly successful results.
We recently analyzed our culture with our friends at High Performing Culture to define the practices that guide our decisions and actions.
These 27 “Fundamentals” are the foundations of a higher calling that pushes us to grow, makes us unique, and drives our success.
1) Honor Commitments
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
If a commitment can’t be fulfilled, notify others early and agree on a new deliverable or time frame to be honored.
2) Create a Great Impression
Every conversation, phone call, e-mail, letter, and even voicemail, set a tone and create an impression.
Pay attention to every interaction and be sure you’re setting a tone that’s:
People should leave your presence better than when they came into it.
3) Invest in Relationships
Get to know your customers and co-workers on a more personal level.
Talk more and e-mail less.
Understand what makes others tick and what’s important to them. Strong relationships empower us to create clients for life.
4) “Bring It” Every Day
Have a passion for what we do and be fully engaged. Make the most of each day by approaching every task with:
Work with a sense of urgency to get things done.
5) Deliver Results
While effort is important, we need and expect results.
Follow-up on everything and take responsibility to ensure that tasks are completed.
Set high goals, use measurements to track your progress, and hold yourself accountable for achieving those results.
6) Go The Extra Mile
Be willing to do whatever it takes to accomplish the job… plus a little bit more.
Whether it is:
- Starting early
- Staying late
- Doing something that’s not in your job description
It’s the extra mile that separates us from the ordinary.
7) Think Team First
It’s not about you. Don’t let your 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.
Help each other succeed.
8) Take Ownership
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.
9) Be The Expert
A big part of the value we add for clients and each other is the knowledge and expertise that can help solve needs.
Be a student of our products, processes, and our industry and make yourself an expert.
Confidence comes from superior knowledge built by a hunger for lifelong education.
10) Do The Right Thing, Always
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, apologize, and make it right.
11) Work On Yourself
Be a lifelong learner. Seek out and take advantage of every opportunity to
- Gain more knowledge
- Increase your skills
- Become a greater expert
Be resourceful about learning and sharing best practices.
12) Be Positive
You have the power to choose your attitude.
Choose to be:
Give people the benefit of the doubt. Your attitude is contagious.
Spread optimism and positive energy.
13) Follow The Process
Use the methods and processes that support our ability to perform with consistency and excellence.
Strong processes are the foundation of organizational effectiveness, clear communication, and task completion.
14) Deliver Legendary Service
It’s all about the experience. With every experience, do the little things, as well as the big things that surprise people.
Make every interaction stand out for its helpfulness. Create the “WOW” factor that turns clients into raving fans for life.
This includes both internal and external customers.
15) Pay Attention To The Details
Missing just one detail can have an enormous impact on client satisfaction. 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.
16) Take Pride In Your Appearance
Your personal appearance makes a strong statement about your commitment to performance and the pride you take in your work.
Dress neatly and professionally. The appearance of our stores and work spaces make a similar statement about the quality of our effort.
Take responsibility to see that our work environment is clean, neat, and professional.
17) Show Meaningful Appreciation
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 across our organizational chart.
18) Make Healthy Choices
Take care of yourself at home and at work.
- Eat well
- Get adequate sleep
Support each other in making healthy choices. The healthier you are, the more you’ll thrive personally and professionally.
19) Listen Generously
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.
20) Speak Straight
Speak honestly in a way that helps to make progress.
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.
Be courageous enough to say what needs to be said. Address issues directly with those who are involved or affected.
21) Treasure, Protect, And Promote Our Reputation
We’re all responsible for, and benefit from, the La-Z-Boy image and reputation.
Consider how your actions affect our collective reputation, and be a proud ambassador for the company.
22) Assume Positive Intent
Work from the assumption that people are good, fair, and honest, and that the intent behind their actions is positive.
Set aside your own judgments and preconceived notions. Give people the benefit of the doubt.
23) Avoid Surprises
Bad news is always best served up fresh.
Take ownership of mistakes and communicate problems or concerns as early as possible so that we can work together to anticipate the impact and find a solution.
24) Be Relentless About Improvement
Regularly reevaluate every aspect of your work and our processes to find ways to improve. Don’t be satisfied with the status quo.
“Because we’ve always done it that way” is not a reason.
Guard against complacency.
25) Get Clear On Expectations
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 all meetings with clarity about action items, responsibilities, and due dates.
26) Practice Blameless Problem-Solving
Demonstrate a relentless focus on solutions, rather than pointing fingers or dwelling on problems.
Identify lessons learned and use those lessons to improve ourselves and our processes.
Get smarter with every mistake. Learn from every experience.
27) 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. Weave laughter into every day.
Learn More About Tipperary Sales
All 27 of these “Fundamentals” will bring a positive influence into all aspects of your life and career.
If you’re interested in starting your career at Tipperary, visit our careers page to check out our open positions.
You can learn more about Tipperary Sales dba La-Z-Boy Southeast by visiting our profiles on:
We’d also be happy to answer your questions in person at any of our locations in NC, SC, and GA.