It’s all about the experience – for every customer, every shipment, every time. Make every interaction stand out for its helpfulness. Create the “WOW” factor that turns clients into raving fans. This includes both internal and external customers.

It’s all about the experience – for every customer, every shipment, every time. Make every interaction stand out for its helpfulness. Create the “WOW” factor that turns clients into raving fans. This includes both internal and external customers.

When delivering difficult or complex messages, or in emotionally charged situations, speak “live” instead of hiding behind e-mail or voicemail. Where appropriate, follow-up in writing to confirm everyone’s expectations and understanding.

Get to know your clients 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 enable us to more successfully work through difficult issues and challenging times.

We have procedures that outline the best way to accomplish nearly every important task. These are not mere guidelines; they’re requirements. Follow our processes rigorously to guarantee our work meets the highest possible standards. That’s the Green Way!

Be an active part of your community. Give back by contributing your time, effort, and where appropriate, your money, to make your community better. Whether through one of our national charitable partners or through your local focus, you can and do make a difference.

Every conversation, phone call, e-mail, letter, and even voicemail, sets a tone and creates an impression. Pay attention to every interaction and be sure you’re setting a tone that’s strong, friendly, upbeat, poised, and honest. Use the Green Voice!

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 their shipments or outstanding issues.

Missing just one detail can have an enormous impact. Be a fanatic about accuracy and precision. Before you send your message, check for attachments, correct distribution lists, and the content. Get the details right the first time.

Demonstrate a relentless solution focus, rather than pointing fingers or dwelling on problems. Identify lessons learned and use those lessons to improve our processes and ourselves so we don’t make the same mistake twice. Get smarter with every mistake. Learn from every experience.

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. Be truthful; if you make a mistake, own up to it, apologize, and make it right.

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 deliverable to be honored.

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 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.

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. Be excited by the possibilities that change and growth bring. Be flexible.

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, take ownership and show initiative. Don’t make excuses or wait for others to solve the problem. See issues through to their completion.

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, it’s the extra mile that separates the ordinary from the extraordinary.

Take care of yourself at home and at the office. Eat well, exercise, and get adequate sleep. Support each other in making healthy choices. The healthier you are, the more you’ll thrive personally and professionally.

Be a lifelong learner. Seek out and take advantage of every opportunity to gain more knowledge, to increase your skills, and to become an expert. Be resourceful about learning and sharing best practices.

Regularly reevaluate every aspect of your work to find ways to improve. Don’t be satisfied with the status quo. Guard against complacency. Find ways to get things done better, faster, and more efficiently.

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. Help each other succeed.

Know your audience. Write and speak in a way that they can understand. Avoid using internal lingo, acronyms, and industry jargon. Use the simplest possible explanations.

In the search for the best solutions, challenge and question what you don’t understand. Don’t accept anything at “face value” if it doesn’t make sense to you. Be curious, ask thoughtful questions, and listen intently to the answers. Dig deeper to go beyond the expected.

We’re each responsible for, and benefit from, the Green image and reputation. Consider how your actions affect our collective reputation, and be a proud ambassador for us all.

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!

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 and make them look good.

You can do all of the things described here, but if you don’t close out well, profits are eroded and the last impression the client has might be negative. Own the first and last mile to make sure our clients are satisfied and come back for more.

Your personal appearance makes a strong statement about the pride you take in your performance. Dress neatly and professionally. The appearance of our office makes a similar statement about the quality of our work. Take responsibility to see that our office environment is clean, neat, and professional.

Clients hire us because we’re relentless logisticians. Be proactive, work expeditiously, communicate clearly and ask questions that help design solutions. Don’t accept anything just because it is the way it has always been done; after all, you’re the freight expert!

Share information and work together. Learn to ask yourself, “Who else needs to know this?” Collaborate internally and with our clients and partners to find better solutions. Collaboration generates better ideas than working alone.

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.

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 too personally or take yourself too seriously. Laugh every day.

Being action-driven is a state of mind! It’s about getting the job done quickly without sacrificing quality. It’s important to remember that when our colleagues, customers, vendors and partners are waiting for an email, an update, or a set of instructions from us, it’s so that they can complete their own operational tasks. Freight shouldn’t wait, and neither should those who rely on us. Learn to identify and prioritize the important things that need to be completed now and stay focused until the job is done – for every customer, every shipment, every time.

Maintain a tenacious hunger for our bottom line. Always seek to bring value to Green and our clients by questioning charges, seeking reductions, and offering additional services. We all grow together.