45. Smiling is a rule.
Just do it.
Obsess over customers – every customer.
Create unforgettable experiences.
Simplicity is the ultimate sophistication.
Create without fear of failure.
Fanatically follow through and follow up.
Focus.
Done is better than perfect.
Do good when no one is looking.
Let your actions speak louder than your mouth.
Learn like a 4 year old.
The details don’t mean much… they mean everything.
Get comfortable living in the gray.
There’s always a better way – seek it.
It takes teamwork to make the dream work.
Communicate fiercely.
Challenges are disguised as opportunities to grow.
46. 1.
If you want to workat Hotcards, you must CHOOSE to be happy. We don’t
complain. We don’t bad mouth. We don’t have“rough mornings.”
We realize that one bad apple can TRULY ruin thewhole bunch. Customers
and team members alike look to Hotcards for light in thedarkness.
47. 2.
For most people, tomorrow is this
magical land where 99% of all
human productivity, achievement
and motivation is stored.
Those humans are not permitted to
work at Hotcards.
48. 3.
It was Friday.
Customer needed
the cards by
Saturday.
UPS had already
come and gone.
We drove to 33
locations in 16 hours.
OBSESS OVER OUR CUSTOMERS...
AND THEY’LL OBSESS OVER US!
49. 4.
We are neurotic about creating a unique, emotional, lasting
experience for all those who comein contact with Hotcards –
whether in person or digitally. The “experience” people have
when they “touch” Hotcards is our brand.
50. 5.
Much of our customers’ love affair with Hotcards is built on the
principle of simplicity. We’re relentless about minimizing clicks,
creating intuitive workflows – and delivering simply fast service.
51. 6.
This is how those ‘aha’moments are
created. We have no problemfalling down,
because we get right back up. Fall 7 times,
get up 8. No risk, no reward.
52. 7.
When it comes to follow through and
follow up, rare moments of greatness
are no replacement for consistency.
That’s why we return every email and
every phonecall with lightening speed.
That’s why we say, “Got it!” when
someone sends us an email to confirm
receipt.
We. Always. Close. The. Loop.
53. 8.
Time is our absolute most precious asset. How you spend it
makes all the difference in what you can accomplish in a day,
a week, or a lifetime. Choose your projects wisely. Choose
your hobbies wisely. Choose your commitments wisely.
54. 9.
We’re operating in an insanely fast and
evolving digital world – our competition
isn’t waiting, why should we?!
55. 10.
Ever go for the toilet paper roll just to find it empty? Thank
the person who sat there before you and didn’t understand
why it’s so important to do good even when no one is
looking.
56. 11.
Talk is cheap because supply exceeds demand. Action is
what creates value, loyalty and trust. Thegreatest way to
build trust among customers both internally and externally
is through humble, dedicated, determined, action.
57. 12.
The world is changing fast – and if you don’t stay on top of
your game, some one will make a good case why they
should have your job!
58. 13.
At Hotcards, we realize thedifference between something
good and something great is attention to detail.
59. 14.
The art of life is all
about living in the
gray. It’s rarely
black or white. It’s
an understanding
and acceptance
that life will not go
exactly as you
plan today.
60. 15.
Hotcards won’t get better by chance. It will only get better by
change. We drive change like a rental car – hard and fast.
61. 16.
It’s not your problem, it’s our problem
– it’s not your success, it’s our success.
When we talk about these things, we
say “we” and not “I”.
62. 17.
Communicating fiercely doesn’t
mean you have to be aggressive
or antagonistic.
IT MEANS YOU NEED TO BE REAL.
Cut out the BS. Speakand listen
as if this is the last conversation
you’ll ever have with that person.
63. 18.
Opposite to most of society, we LOVE
challenges. We look forward to them. This is
because we know each challenge is going
to make us stronger. Make us better
competitors. Make us better people.
