Magnum Fundamentals Flipbook

© 2013 Magnum Group, Inc.
The hallmark of a successful organization is a shared vision of
what success looks like to everyone in the company. These 32
Fundamentals capture Magnum Group’s culture and identity.
They manifest themselves in everything we do, and in our relationships
with our clients, industry partners, and vendors. They also drive the
relationships that we hold with one another. They are designed to help
everyone in the company honor and embrace the core values upon
which this organization is built.
Magnum Group’s
Fundamentals
Magnum Fundamentals Flipbook.indd 1 12/10/13 2:18 PM

Make quality personal
Take pride in the quality of everything you touch and everything
you do. From the way you answer the phone to the way you write an
e-mail, from the way you respond to an RFP to the way you deliver
a presentation. Always ask yourself, “Is this my best work?”
Everything you touch has your signature. Sign in bold ink.

Document and share solutions. Be process-oriented.
Understand the challenges of consistency and scalability.
Solve
problems once

Create clarity. Avoid misunderstandings by discussing expectations
upfront. Establish mutually understood objectives and deadlines for all
projects, issues and commitments.
Manage expectations

Speak directly to each other, preferably in person. Choose a phone
call or a face-to-face meeting over an email, especially when
delivering important or difficult messages. Lead with what’s most
important and don’t waste time on facts that are not relevant to the
discussion. Direct communication resolves issues faster.
Remember that people cannot read your mind.
Communicate directly

Look ahead and anticipate. Take steps today to prepare for future
needs. Avoid the mistakes that come from last minute action.
Follow-up on things before you are asked. Never leave our clients
or your co-workers hanging. Offer status reports within 24 - 48 hours
on any pending or incomplete request.
Be proactive,
not reactive

Recognize that the person paying us is not your only client.
It may be your client’s client, your peer, or even a vendor.
Show genuine interest in their satisfaction and success.
Understand their goals, their pain (expressed and unexpressed),
their story and their philosophy. Read about them, ask questions
often, and get to know them personally. Be engaged.
Cherish our clients

Contribute your intellectual capital. Understand your strengths
and value the strengths of those around you.
Individually, we’re responsible for our collective success.
We win and lose as a team.
Leverage strengths

Sales is part of everyone’s job. Ask yourself, “Would the experience
I’ve created make the client rave about Magnum?” Make every client
interaction memorable. Be respectful, warm and helpful. Be fanatical
about response time and keeping clients in the information loop.
Build client loyalty

Solid processes yield consistent results, and consistency is the
cornerstone of quality and reliability. Never underestimate the supreme
importance of checklists. Follow company processes to the letter.
Believe in the power
of process and
checklists

Work as quickly as possible without sacrificing quality.
Don’t put off until tomorrow what can be completed today.
See issues to their completion.
Work with a sense
of urgency

While the details of our daily tasks may have us working in the weeds,
never lose sight of the bigger picture. Take the time to understand our
vision, goals, projects, opportunities, challenges and finances.
This helps us focus on priorities.
See the big picture

Don’t be satisfied with the status quo.
Demonstrate a commitment to lifelong learning by feeding your
mind. Keep up on current events, tools, techniques, and on what is
happening in our industry and in our client’s world.
Be relentless
about continuous
improvement

Fix mistakes by focusing on solutions to create “win-win” outcomes.
Identify lessons learned and use them to improve our processes so we
don’t make the same mistake again. Offer objective solutions and treat
mistakes as learning opportunities.
Practice blameless
problem-solving

Take ownership and personal responsibility for making things happen,
rather than waiting for someone else to take action.
Fight the harness of fear. Don’t be afraid to question, to challenge,
to imagine, to ask and to think. Go beyond your comfort zone,
challenge the status quo and embrace change.
Make things happen

Demonstrate an unwavering commitment to doing the right thing in
every action you take and in every decision you make, even when no
one’s looking. Integrity is one of our greatest assets. Never hide or
ignore facts. Deal with mistakes and you will pave the way to success.
Always be truthful, honest, responsible and transparent.
Act with integrity

Listening is more than simply “not speaking”. Give others your
undivided attention. When listening to others, put down your cell
phone and keep your eyes off your email. Listen with care and with
empathy. Be engaged in the conversation and don’t allow distractions
to pull your attention. Most importantly, listen to understand.
Avoid jumping to conclusions or making assumptions.
Listen generously

Deliver on your commitments every time. This includes being on time
for all phone calls, appointments, meetings and promises.
Do what you say you will do, when you say you’re going to do it.
If a commitment can’t be fulfilled, notify others early and agree on
a new commitment to be honored.
Honor commitments

Apply creativity and enthusiasm to develop an idea on how to solve
a problem before complaining about the problem. Respond to every
situation by looking for how we can do it rather than explaining why it
can’t be done. If you don’t think someone else’s suggestion will work,
take the initiative and always suggest an alternative. Become part
of the solution. Don’t ever say “no” without having an “instead.”
Have a can do attitude

Don’t allow your own ego or personal agenda to get in the way
of doing what’s best for Magnum and our clients.
Personal agendas should never take precedence over what’s best for
our clients or our team. Worrying about who gets credit, who looks
good or who looks bad is counterproductive.
Check the ego
at the door

Regard translation as art supported by technology. Share your passion
for our company, your profession, and our services. Your enthusiasm
is contagious and helps to spread our message. Remember that every
one of us represents who we are as a company.
Be an ambassador

While it’s important to understand the problem in its entirety, take
responsibility for developing solutions. Be optimistic and use your
creativity, spirit and enthusiasm to see all the possibilities.
You get what you look for. Look for solutions.
Focus on solutions

Paying attention is at the core of quality. Pay attention to directions,
to each other, to our clients and to details. Never take your eye off the
ball. We are process-driven and there is no room for improvisation.
Don’t guess. By overmanaging details, we are always ready to
tackle any challenge as a team.
Overmanage

Celebrate each other’s personal and professional success.
Look for the best in each other and provide rigorous support, including
honest and direct feedback. Ask for feedback. Be open and ready to
see yourself through the eyes of others.
Be for each other

Question what you don’t understand. Be curious and use your
imagination. If you identify an issue, ask yourself how you can solve it.
Then, present the problem with a possible solution to the team.
Communication leads to innovation.
If you see something,
say something

While effort is appreciated, we reward and celebrate results.
Collect metrics to track how well you’re doing and to see how you can
improve. Hold yourself accountable for achieving results efficiently.
Be performance-driven

Be a team player. Work together. Collaborate internally, with your
colleagues, our vendors and our clients to find better solutions.
Collaboration generates better ideas than does working alone.
Don’t be a martyr. Be inclusive.
Collaborate

Maintain a healthy work/life balance by taking time off regularly to
recharge your batteries. Spend quality time with family and friends.
Keeping a sense of balance, purpose and perspective leads
to better performance.
Recharge your batteries

Notice exceptional leadership when it happens around you. No matter
where it happens. No matter who is doing the leading. Appreciate it.
Praise it. Celebrate it. Do so explicitly. Our ability to affirm an act of
everyday leadership elevates the quality of life for all of us.
Notice exceptional
leadership

Choose to be compassionate even when you don’t agree with what
you hear. When you think the other party is unreasonable. When your
buttons are pushed by the communication style of the other person.
Being compassionate does not mean that we need to agree with the
other party or refrain from stating our point of view. Empathy and
compassion positively impact the flow of the conversation.
Practice empathy and
compassion

Focus on doing things right the first time, even if it means the task
takes a little longer. Always be thorough and double-check your work.
Proofread all written communications for accuracy, understanding and
correctness. The goal is to get things right, not just to get things done.
Never skimp on quality

Recognizing our cultural differences is the first step toward
understanding each other and establishing a positive work
environment. If you find yourself in a confusing situation, ask yourself
how culture may be shaping your own reactions, and try to see the
world from the other person’s point of view. Use these differences to
discover new ways to solve problems.
Celebrate our cultural
differences

A friendly work environment is stimulating and an upbeat disposition
contagious. Find humor wherever you can, even in adversity.
A good sense of humor allows everyone in the office to have fun while
getting the job done.
Have fun

Magnum Fundamentals Flipbook

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Magnum Fundamentals Flipbook