At Meadors, Adams & Lee, our goal is not just to be good. It's to deliver the Ultimate Customer Experience. In 2017, we formalized our business practices into the "MA-Lee Way". This is how our new employees learn about our unique culture and it also serves as a constant reminder to our veteran staff. This is our roadmap. The Mantra's that follow describe the behaviors that make up our culture.
We Believe In
People as our Most Valuable Asset
Committed Client Care
Having Positive Attitudes
Our Conduct Defines Our Success
Respect, Value and Nurture each of our Client and Carrier Relationships
Listen More and Talk Less
Our Vision is to be Acknowledged As
The Agent/Broker of Choice
A Fiercely Competitive and Aggressive Sales Organization
A Business that Demonstrates a Passion for Delivering Unparalleled Service
Most people do not listen with the intent to understand, they listen with the intent to reply. Do not make assumptions about what you think is being said but seek clarity.
Ownership means you take pride in what you deliver. Ownership means you care about the success of the issue at hand. You're not just clocking in and collecting a paycheck. You're taking responsibility and placing value in the quality of your work. Ownership means you are invested in your customer and your agency. Ownership means that you truly care and that you make it a mission to follow through on what you promised. In doing so, you create relevance, become an advocate, give the perception of control, keep it simple as possible and make it seem effortless.
In order to fix the problem, you need to define the problem. Be specific and keep it simple. Decide the action you need to take, and if you can’t fix alone, find help. Don’t toss responsibility, see it through until resolved and the customer is satisfied. If you made a mistake, own up to it and this process will help you recover with style. Finish strong and deliver pleasant surprises.
DELIVER THE ULTIMATE CUSTOMER EXPERIENCE.
Do the little things, as well as the big things, that blow people away. Create extraordinary experiences they’ll tell others about. Mere customer satisfaction is for lesser companies. Create customer loyalty by doing the unexpected.
DO WHAT’S BEST FOR THE CUSTOMER.
In all situations, do what’s best for the customer, even if it’s to your own detriment. There’s no greater way to build a reputation than to steadfastly do what’s right for others. ALWAYS!
BE A FANATIC ABOUT RESPONSE TIME.
People expect us to respond to their questions and concerns quickly, whether it’s in person, on the phone, or by email. This includes simply acknowledging that we get the question and we’re “on it”, as well as keeping those involved continuously updated on the status of outstanding issues. Rapid response is one of the easiest and best ways to stand out from the crowd.
HAVE A “GLAD TO BE HERE” MINDSET.
Glad to be here is a statement of belief that we share as the MA-Lee team. Thankful for the opportunity to be a part of MA-Lee and for being surrounded by a great team of high-performing individuals. It expresses our joy, our awareness, and our readiness to perform at the highest levels. It is a state of our love, our commitment, our trust, and our respect for everyone on the team.
DON’T ASSUME – GET THE FACTS!
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. “It ain’t what you don’t know that gets you in to trouble… it’s what you know for certain that just ain’t so.” – Mark Twain.
Listening is more than simply “not speaking.” Be present and engaged. Quiet the noise in your head and let go of the need to agree or disagree. Create space for team members to express themselves without judgment. Listen with care and empathy. Above all, listen to understand.
Speak honestly in a way that moves the action forward. Make clear and direct requests. Say what you mean and be willing to ask questions. Share ideas and raise issues that may cause conflict when it is necessary for team success. Address issues directly with those who are involved or affected.
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.
IF IT IS NOT NECESSARY TO SAY, IT IS NECESSARY NOT TO SAY.
Avoid gossip. Nothing destroys teamwork more than gossip. Go directly to the source of your frustration and get comfortable being uncomfortable. If unresolved issues between one another, it’s hard to not vent to someone about it. Re-direct the conversation and do a “clean-up”.
BE THERE FOR EACH OTHER.
Support each other’s success. Re-direct gossip into productive discussions. Actively and quickly deal with performance issues. Quickly clean up issues and misunderstandings that affect our working relationships.
DON’T SETTLE FOR ORDINARY.
The truly productive don’t just play the game, they change the game. They don’t just do what’s expected, they create their own future. They are not just walking job descriptions, they make a unique difference that matters.
PERSONALIZE THE EXPERIENCE.
Pay attention to the details, create relevance. Learn about the person. Take a detailed interest in their business.
PRODUCTIVITY IS NEVER AN ACCIDENT.
It is always the result of a commitment to excellence, intelligent planning and focused effort.
We work hard and we play hard, but at work disruptions affect others. Be considerate in limiting chatting, cell phones, personal calls, social media/internet surfing, desk hopping.
“PUT A LOT INTO IT BECAUSE THAT IS WHAT YOU WILL GET OUT OF IT” – Jake Adams.
In this office, we do teamwork, we do help, and we do respect, patience and friendship. We do celebrations. We communicate and listen. We do motivation. We do GREAT THINGS!
DON’T FIND FAULT. FIND A REMEDY.
Apply your creativity, spirit, and enthusiasm to developing solutions rather than pointing fingers and dwelling on problems. Get smarter with every mistake. Learn from every experience.
SCHEDULE THE BIG ROCKS.
The big rocks represent important priorities that are not urgent. Create a Master Track List. Do weekly planning. Do daily planning. Ask the question, “What are the one or two most important tasks that will have the most impact on fulfilling my roles and goals?”
THROW KINDNESS AROUND LIKE CONFETTI.
“People don’t care how much you know, until they know how much you care.” Being kind allows us to communicate better, be more compassionate and to be a positive force in people’s lives. Every small interaction with someone is an opportunity to have a positive impact on both your lives.