THE MüLLER WAY
From the beginning, we’ve wanted the Müller Company to be different from other companies. Different in how we treat our customers, different in how we work with each other, and different in the results we achieve. These differences are best captured in the 31 “Fundamentals” that are the foundation for our unique culture. We call it: The Müller Way.
THINK SAFE. WORK SAFE.
Know and practice the safety procedures for your job. Watch out for the safety of your teammates as well, for we’re all part of the Müller family. Never take shortcuts that compromise your safety or that of your teammates.
DO THE RIGHT THING, ALWAYS
Demonstrate an unwavering commitment to doing the right thing in every action you take and in every decision you make, especially when no one’s looking. Always tell the truth, no matter the consequences. If you make a mistake, own up to it, apologize, and make it right.
TAKE PRIDE IN YOUR WORK
Demonstrate a passion for excellence and take pride in the quality of everything you touch and everything you do. Good is not good enough. Always ask yourself, “Is this my best work?”
PUT THE COMPANY FIRST
It’s not about you. Don’t let your ego or personal agenda get in the way of doing what’s best for the company. Be willing to step into another role or help a coworker when that’s what’s required for success. Make decisions with the best interest of the company in mind.
PRACTICE BLAMELESS PROBLEM-SOLVING
Demonstrate a relentless solution focus, rather than pointing fingers or dwelling on problems. Identify lessons learned and use those lessons to improve ourselves and our processes so we don’t make the same mistake twice. Get smarter with every mistake. Learn from every experience.
USE BEST PRACTICES
Processes and procedures exist for a reason. Know and follow our operating procedures to ensure consistency and high performance. When you see opportunities for process improvement, recommend them so that new and better standards can be established for the benefit of everyone.
DELIVER LEGENDARY SERVICE
It’s all about the experience. With every experience, do the little things, as well as the big things, that surprise people. Make every interaction stand out for its helpfulness. Create the “WOW” factor that turns customers into raving fans. This includes both internal and external customers.
What got us here is not the same as what will get us to the next level. Get outside your comfort zone, rather than stubbornly hanging on to old ways of doing things. Be excited by the possibilities that change brings. Be flexible.
GET TO KNOW MüLLER
Seek to know and understand the whole of Müller, rather than just your specific part of the business. Be curious about other roles, visit different departments, and form relationships outside of your team. See the big picture. The more you understand the whole organization, the more you can contribute to our growth and success.
PITCH IN WHEREVER NECESSARY
Be willing to do the mundane and ordinary things necessary to get the job done. Nothing is beneath any of us. If you see it, do it.
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. If a commitment can’t be fulfilled, notify others early and agree on a new deliverable to be honored.
Be organized and plan your work for maximum efficiency. Have all the tools necessary before starting your work. Be thoughtful about your schedule, and have a game plan for your calls, your tasks, and your workday. Know the priorities and work on them first.
Share the right information with the right people. Find a balance between keeping people appropriately informed and not dumping unnecessary information on others. The more effectively we share information, the more efficiently we can collaborate. Learn to ask yourself, “Who is this information important to?”
CREATE A GREAT IMPRESSION
Every conversation, phone call, email, letter, and even voicemail, sets a tone and creates an impression. Pay attention to every interaction and be sure you’re setting a tone that’s friendly, warm, polite, and helpful.
Listening is more than simply “not speaking.” Give others your undivided attention. Be present and engaged. Minimize the distractions and let go of the need to agree or disagree. Suspend your judgment and be curious to know more, rather than jumping to conclusions. Above all, listen to understand.
Speak honestly in a way that helps to make progress. Say what you mean, and be willing to ask questions, share ideas, or raise issues that may cause conflict when it’s necessary for team success. Be courageous enough to say what needs to be said, but say it politely to prevent others from becoming defensive. Address issues directly with those who are involved or affected.
GET CLEAR ON EXPECTATIONS
Create clarity and avoid misunderstandings by discussing expectations upfront. Set expectations for others and ask when you’re not clear on what they expect of you. End all meetings with clarity about action items, responsibilities, and due dates.
Take personal responsibility for making things happen. Respond to every situation by looking for how we can do it, rather than explaining why it can’t be done. Be resourceful and show initiative. Don’t make excuses or wait for others to solve the problem. See issues through to their completion.
COMMUNICATE TO BE UNDERSTOOD
Know your audience. Write and speak in a way that they can understand. Avoid using internal lingo, acronyms, and industry jargon. Use the simplest possible explanations.
DEBATE, THEN ALIGN
Healthy, vigorous debate creates better solutions. Debate concepts without making personal attacks. Check your ego and push for the best solution, rather than your solution. Once a decision is made, however, get fully aligned by putting your complete support behind it.
BRING YOUR PASSION
Have a passion for what we do and be fully engaged. Make the most of each day by approaching every task with energy, focus, purpose, and enthusiasm. Work with a sense of urgency to get things done.
BE QUICK TO RESPOND
Respond to questions and concerns quickly, whether it’s in person, on the phone, or by email. This includes simply acknowledging that we got the question and we’re “on it,” as well as keeping those involved continuously updated on the status of outstanding issues.
LOOK AHEAD AND ANTICIPATE
Solve problems before they happen by anticipating future issues, planning for contingencies, and addressing them in advance. Work with appropriate lead times. Preventing issues is always better than fixing them.
CHOOSE TO BE POSITIVE
You have the power to choose your attitude, so whenever possible choose to be positive, optimistic, and enthusiastic. Give people the benefit of the doubt. Your attitude is contagious. Spread optimism and positive energy.
TREAT EACH OTHER WITH RESPECT
Interact with people in a way that honors their self-worth and value as a unique individual, regardless of context. Practice empathy and treat others with consideration regardless of their background, appearance, or values. Everyone is worthy of our respect.
PROTECT THE BRAND
We’re all responsible for, and benefit from, our company’s image and reputation. Consider how your actions affect our collective reputation, and be a proud ambassador for the company.
WORK ON YOURSELF
Be a lifelong learner. Seek out and take advantage of every opportunity to gain more knowledge, to increase your skills, and to become a greater expert. Be resourceful about learning and sharing best practices. Build a career rather than just working a job.
SHARE THE WHY
Before others can understand what to do or how to do it, they must first understand why. Explain the big picture. The more people understand the reason for what we’re doing, the more actively they can participate in the solution.
SHOW MEANINGFUL APPRECIATION
Recognizing people doing things right is more effective than pointing out when they do things wrong. Regularly extend meaningful acknowledgment and appreciation — in all directions throughout our organization.
MAKE INFORMED DECISIONS
Make good decisions by relying primarily on facts and data, rather than solely on opinions or emotions. Be objective. Do research to uncover the facts. Analyze the data and use this information to make better decisions.
KEEP THINGS FUN
While our passion for excellence is real, remember that the world has bigger problems than the daily challenges that make up our work. Stuff happens. Keep perspective. Don’t take things personally or take yourself too seriously. Laugh every day.