At Highpoint, our goal is not to be good. It’s to be extraordinary.
Extraordinary performance comes from extraordinary people, and the foundation for extraordinary people is an extraordinary culture.
The culture at Highpoint is intentional.
INSPIRE. INNOVATE. ELEVATE.
Each and every one of our team members embody our core values and beliefs. We inspire one another, hold each other accountable, and intentionally practice collaborative behavior.
We invest in talent and cultivate relationships by supporting the success and development of others, bringing optimism and passion into our work.
We are Servant Leaders. We Pursue Discomfort. We Listen to Understand. We Choose Joy. We own our mess.
“If we can elevate the success of our customers, our staff, ourselves, the people that we come in contact with and the people we try to impact; with whatever kind of outreach we have — THAT’S A SUCCESS!”
Our clients are better off with us than without us
Innovation and constant improvement is our foundation for success
Strategy without execution is just an idea
Value must always exceed price
Success is in the follow through
Extraordinary is not a choice, it’s our responsibility
We must breathe in and breathe out
If it is not necessary to say, it is necessary not to say
Do the right thing – always
Demonstrate an unwavering commitment to do the right thing, even when no one’s looking. Always tell the truth. There’s no greater way to build a reputation than to steadfastly do what’s right for others. If you make a mistake, own up to it, apologize and make it right.
Believe commitment has value
Little ones, big ones, those you extend, those you receive. When you make a commitment, you commit to navigate any obstacles that arise – to find a way around or through them. You never step over or ignore commitments that you haven’t kept; each time you do, you chink away the trust others have in your ability to do what you say you’re going to do. When you make a commitment, it’s important that you discern whether or not it forwards what you and our company are up to.
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.
Deliver legendary customer service
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. BE A FRED!
Get clear on expectations
Create clarity and avoid misunderstandings by discussing expectations upfront. Establish mutually understood objectives and deadlines for all projects, issues, and commitments. When appropriate, confirm your communication by asking others to repeat back their understanding to ensure total clarity and agreement.
There’s no better way to earn people’s trust than to be true to your word. 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. Allow extra time for surprises and delays, and don’t let these become excuses.
Act on important don’t react to the urgent
The ordinary mindset is to react to the urgent – to the things that are right in front of us and “need” our immediate attention. By contrast, extraordinarily productive people don’t react to the “incoming.” They carefully discern important from unimportant priorities and they are proactive about investing their time only in those things that deserve their finest effort and attention.
Raise the bar
Regularly reevaluate every aspect of your job and the needs of our customers to find ways to improve. Don’t be satisfied with the status quo. “Because we’ve always done it that way” is not a reason. Keep getting better. Innovation and constant improvement are the foundation to our success.
Create a tone of friendliness and warmth
Every conversation, phone call, email, letter and even voicemail, sets a tone and creates a feeling. Pay attention to every interaction and be sure you’re setting a tone of friendliness, warmth, and helpfulness. A warm smile can create a “halo” effect, helping us feel more optimistic, positive, and motivated. It’s always a great day at Highpoint!
Information is one of our greatest assets. Find it, share it, and use it. Breathe in… Breathe out.
Don’t find fault, find a remedy
Apply your creativity, spirit, and enthusiasm to developing solutions, rather than pointing fingers and dwelling on problems. Identify lessons learned and use those lessons to improve our processes so we don’t make the same mistake again. Get smarter with every mistake. Learn from every experience.
World-class organizations are built on a foundation of highly effective, repeatable processes. Look to create processes for every aspect of your work, and then turn those processes into habits to achieve consistent results.
Nothing destroys teamwork more than gossip. Go directly to the source of your frustration and get comfortable being uncomfortable. If unresolved issues exist between one another, it’s hard to not vent to someone about it. Re-direct the conversation and do a “clean- up.” If it is not necessary to say, it is necessary not to say.
Schedule the big rocks
The big rocks represent important priorities that are not urgent. Create a Master Task List. Do weekly planning. Do daily planning. Ask the question, “what’s the one or two most important tasks that will have the most impact on fulfilling my roles and goals?”
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.
Know what we are up to
Make defining the purpose and objectives a part of the preparation for any meeting you’re leading and call them out at the start of the meeting. If you find yourself in a meeting and the purpose and objectives haven’t been called out then ask what they are. If you see a meeting going off-course, call it out, even if you’re not in charge of the meeting.
Fuel your fire
Our mode of life today – constant stress, poor diet, lack of exercise and sleep – leads to what scientists call “exhaustion syndrome.” The rest of us call it burnout. Extraordinarily productive people are wise enough to consistently recharge their mental and physical energy. The drivers of brain health are exercise, diet, sleep, relaxation, and human connection. You can’t expect to be extraordinarily productive unless the brain is clear, available to you, and running at optimum.
Rule your technology
Possibly the most significant threat to your productivity is the very technology designed to accelerate it – your smartphone, laptop, tablet and television. Don’t let the incoming disruptions rule you. Act on or file important information; delete the unimportant. Use “the core 4.” Every incoming item of information can be classed as an appointment, a task, a contact, or a note. Act on appointments and tasks. File contacts and notes.
Have a “glad to be here” mindset
“Glad to be here” is a statement of belief that we share as the Highpoint team. Thankful for the opportunity to be a part of Highpoint 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 Highpoint team, producers and support alike.