The Gorilla Way
At Gorilla Marketing, our goal is to pursue excellence with relentless passion. We know that excellence comes when extraordinary people commit to being the best version of themselves in all situations. We call this the "Gorilla Way" (or "Going Gorilla"). The 20 guiding principles that follow set the foundation for our culture and what we believe empowers our team to be leaders in all areas of life.
1. Details, Details, Details!
Pay close attention to the fine print. Double check proofs, orders, instructions, emails, and notes AS IF there is something hidden that you are suppose to find. This say you are less likely to miss something that will cost in stress or money later. Be a fanatic about accuracy and precision.
2. No Pinocchios!
Be honest, own up to your mistakes and errors. We are all human but to cover up with smoke and mirrors or avoidance, typically makes an issue much bigger than it needs to be. After all, we aren't made out of wood.
3. Practice Blameless Problem Solving
Apply your creativity, spirit, and enthusiasm to developing solutions, rather than pointing fingers and dwelling on problem. Identify lessons learned and use those lessons to improve our processes so we don't make the same mistake again. Learn from every experience.
4. Act With Integrity
Act with moral soundness, character, and honesty. Do the right thing even when no one else is around. Be consistent. If you say you are going to do something, do it. If you make a promise, keep it.
5. Dance Like No One is Watching
Be passionate about what you are doing; in business but for sure in life. Maintain perspective. Don't let your favorite song end without you allowing yourself the joy of the dance.
6. Mr. & Mrs. Sunshine
Bring smiles and positive energy to everything you do. Smile deliberately each time you pick up the phones as a habit. Be uplifting to others. Choosing to be happy is indeed that; a choice.
Celebrate the wins. Spread the good news and share the achievement with co-workers and partners. We all like to win.
8. Burger King Rule
Allow the client "to have it their way" (whenever possible). If we make it easier for them we make it more sticky for us.
9. No Downhill Snowballs
Take ownership and initiative whenever possible. If you can get the answer, solve it then and there. Show initiative by helping team members during busy times. Don't allow that snowball to get larger.
10. iRobot... NOT
Computers are robots, we are not. Listening actively and hand written notes show authenticity. Bring compassion, empathy and understanding to the table... its a big part of what makes us human and that's a good thing.
11. Gorilla Glue
Create stickiness by giving the customer reasons to WANT to work with us. Make things easier for them. Be lively, fun, and professional as you help our clients to win in their jobs.
12. Extreme Customer Service
Don't let the customer manage you. Put yourself in their shoes and do whatever it takes to proactively give them the ultimate experience. Provide service that is so extraordinary that we become indispensable.
13. Be The Early Bird of Response Time
Get back to all external email, phone, or chat requests from clients or potential clients within 1 hour. Respond in 15 minutes or less wherever possible. Strive for the same goals with suppliers and co-workers. Get the worm before someone else eats your lunch!
14. Relentlessly Pursue Improvement
Improvement is a constant. Don't be satisfied with the status quo. Don't just do it the way it's always been done. Leave every situation better than how you found it. Bring out the best in everyone in all situations.
15. Live in The Solutions
Approach challenges with a can do attitude. When they arise, come up with at least two options and collaborate to solve them. Challenges are opportunities to grow and learn
16. T-Rex Rule
Switch gears and adapt to change quickly and nimbly or risk irrelevance or worse, extinction. Be open to new ideas and don't panic when things don't go according to plan. Change is a necessary part of our days.
17. Aretha Franklin Rule
Show consideration and R E S P E C T to everyone you encounter. We all have differences and respectfully embracing those differences is what gives us strength.
18. Commitment to Excellence
Become a subject-matter expert. Immerse yourself in learning. Be open to feedback. Seek counsel. The more you know the more value you add.
19. Cross The Finish Line
Leverage the tools available to help you follow up on the details. Don't wait for others to take the initiative. Communicate and close the loop proactively in all things and finish the race strong.
20. Be a Global Citizen
Find the opportunity in every situation to be of service and help others along the way.