Buchan Blog

Treat every client, trade partner, and teammate with consideration and appreciation. Everyone is worthy of our respect and care.

Our clients expect us to respond to their questions and concerns quickly. Whether it’s in person, on the phone or by e-mail, be rigorous about response time. Getting back to everyone promptly, including your teammates and trade partners, is one way to demonstrate your passion for quality.

Catching people doing things right is more effective than catching them doing things wrong. Regularly give, receive and ask for meaningful acknowledgement and appreciation – in ALL directions – throughout our company.

It’s a 2-way street. Learn to think from other’s perspective. Discover what others need and find a way to help them meet those needs.

We believe in speaking honestly, in a way that moves the situation towards success. We also make it a point to say what we mean and are willing to share ideas or raise issues that may cause conflict when it’s necessary for team success.

Listening is more than simply “not speaking”. Give others your undivided attention. Quiet the noise in your head and let go of the need to agree or disagree. Listen with care and empathy. Above all, listen to understand.

Deliver on your commitments every time. This includes being on time for all phone calls, appointments, meetings and promises. Do what you say you’re going to do, when you say you’re going to do it.

Blame has no place in a high-performance organization. We fix mistakes by focusing on solutions. Then we identify lessons learned and use those lessons to improve our processes so we won’t make the same mistakes again.

Owning it means taking personal responsibility.