Our Foundation
The relationship-performance connection
The strongest companies are built on the strongest relationships. When we invest in each other, we create an environment where everyone can achieve their potential while delivering the concierge-level service our members deserve.
Employee Happiness = Member Satisfaction
- Employee happiness directly correlates to effectiveness
- Your success is connected to your team's success
- Relationship quality drives performance quality
Strong Relationships = Strong Company
- Better information exchange leads to better decisions
- People perform better when they trust each other
- Shared struggle and success build lasting bonds
Relationships Grow Through Investment
- People thrive in positive social environments
- Time invested in relationships pays dividends
- Consistent connection builds trust and performance
The Excellence Framework
Technical Excellence + Concierge Service
Technical Excellence
- Getting it right is extremely important
- Communicate with excellence and clarity
- Continuously seek to improve understanding
- Remove ego from technical matters
- Deliver the right information, at the right time
Concierge Service
- Put in high discretionary effort to anticipate needs
- Operate with others' goals in mind
- Be kind, supportive, and motivating
- Be a positive force in colleagues' lives
- Treat teammates with the same care you give members
The One-on-One Framework
Your most powerful management tool (15-60 minutes)
Personal Check-in
Genuine care and interest. In difficult times, this can be the entire meeting. Relationships are long-term, business problems are usually short-term.
What's Going Well?
"Any wins worth sharing?" Give people space to feel good about their progress and celebrate successes.
What Could Be Better?
"Is anything weighing heavy on you?" Listen first, speak second. Focus on understanding before solving.
Current Priorities
"What are the most important areas of focus right now?" Ensure alignment and clarity on what matters most.
How Can I Help?
"Is there anything I can do for you?" Be specific about support you can provide and follow through.
Meeting Guidelines
- Schedule weekly, biweekly, or monthly depending on importance of relationship. If unsure about importance, consider the business impact of the person's presence compared to your other direct reports.
- Be fully present - no phones, laptops, or distractions
- Ask questions before giving direction and see what your teammate's ideas are before offering solutions
- Take notes and keep running lists for each person
- Follow through on commitments
Building Psychological Safety
High Safety, High Standards Environment
We aim for the "Learning Zone" where people feel safe to share mistakes, challenge ideas, ask questions, take calculated risks, and voice concerns early.
Model Confidence
- Acknowledge your own mistakes openly
- Ask for feedback regularly
- Admit when you don't know something
Reward Learning Over Blame
- When something goes wrong, ask "What did we discover?"
- Focus on process improvement, not fault-finding
- Celebrate intelligent failures
Listen to Understand
- Practice "free form listening" - full attention
- Ask follow-up questions to get to real issues
- Avoid rushing to solutions
Communication Standards
Clear expectations and honest feedback
The Greatest Gift
The greatest gift you can give your people is clear, mutually agreed upon expectations that are regularly discussed and rarely change. When in doubt, over-communicate.
Feedback Principles
- Be relentlessly honest and candid
- Ensure negative feedback is constructive and is delivered in a caring way
- Give feedback as soon as possible
- If negative, do it in private
- No gaps between statements and facts
Difficult Conversations
- Frame conversations within the context of our values (technical excellence and concierge service) to keep discussions objective and constructive
- Don't tell people what to do - tell stories to guide decisions
- Focus on behavior and its impact on our values and team goals
- Be specific about what needs to change
- Provide clear support and resources
Team-First Mentality
Supporting each other's success
Support Each Other
- Pair people on projects to build relationships
- Share credit generously
- Cover for teammates when needed
- Celebrate others' wins enthusiastically
Fill Communication Gaps
- Notice when people aren't connecting
- Bridge understanding between team members
- Translate between different communication styles
- Ensure everyone has the information they need
Build Community
- Show up for team events and moments that matter
- Connect people with shared interests
- Create opportunities for informal interaction
- Be generous with your time and resources
Implementation Roadmap
Your step-by-step action plan
Week 1: Foundation Setting
- Schedule regular one-on-ones with all key relationships
- Define your core functions and relationship priorities
- Share this framework with your team
- Establish communication norms
Week 2-4: Practice and Refine
- Conduct structured one-on-ones using the framework
- Practice active listening and feedback skills
- Start noting patterns and adjustments needed
- Seek feedback on your approach
Monthly: Evaluate and Adjust
- Review relationship health and team performance
- Adjust meeting frequency and format as needed
- Address any communication gaps or conflicts
- Celebrate relationship-building wins
Quarterly: Deep Assessment
- Conduct 360 feedback process where team members provide feedback on what managers can improve about their process, approach, and EQ
- Review team goals and relationship alignment
- Make structural changes if needed
- Plan team-building and connection activities
Daily Commitments
What we commit to doing every day
Invest in Relationships First
Prioritize time for relationship building before focusing on tasks and immediate demands.
Listen to Understand
Practice active listening to truly understand rather than just waiting to respond.
Be Honest and Supportive
Maintain high standards while being growth-oriented and caring in all interactions.
Anticipate and Help
Proactively identify teammates' needs and offer help before being asked.
Create Psychological Safety
Foster an environment where people feel safe to take risks and share honestly.
Follow Through
Consistently deliver on commitments and communications to build trust.
The Human Connection is the Most Important Part of What We Do
Strong relationships don't happen by accident. They require intentional time, energy, and care. When we build trust and connection with each other, we create an environment where everyone can do their best work and provide exceptional service to our members.