“We really wanted the core values to be relatable to all team members…”
“…It’s important that anyone can understand what they mean and live by them, no matter where they are located or how long they have been with the company.”
– Bianca Lazaro, VP of Operations and one of Peak Support’s founding leaders.
At the February gathering, several topics were covered, but the new core values were the star of the show. Team leaders took the stage to talk about what each new value means to them, and how they live those values in their lives. “Aim for Wow!” resonated as a challenge for employees to go the extra mile with customers. “Be Yourself” was cited as attendees compared tattoos and discussed the importance of diversity and inclusivity. “Improve Continuously” promotes an internal environment of personal and professional development, and external client service improvements.
Looking at each of Peak Support’s values through the lens of U.S. – Philippines cultural differences, it’s easy to spot how they also serve as a cultural bridge. For example, “Act, even when scared” encourages employees who might be culturally predisposed to wait for specific instructions to feel empowered and take action for the good of the customer.
Peak Support also pioneered a work model they call “WFH+” (Work From Home Plus), where people are primarily remote but also get together to work in-person occasionally.
“It’s really important to me that we all spend time together whenever we can.”
– Jonathan Steiman, CEO
Peak Support holds this gathering annually, bringing together its top executives from the U.S. and all over the Philippines. The logistics of gathering everyone together are no small feat but they believe in the value of bringing everyone together.
The Filipino attendees were nearly as jetlagged as the Americans, being used to working on U.S. business hours, but the positive energy in the room more than compensated for it. “For me, the core value ‘Be yourself’ means a lot to me personally,” said one team member. “I feel like the company is celebrating what’s unique and special about us all, not trying to make us the same. I never want to work anywhere else and I’ll always ‘Aim for Wow!’”
For the CEO Jonathan Steiman, the core values are a daily reminder of purpose and direction. “If I ever feel unfocused or low-energy, all I have to do is look at our mission and values. My role is to empower the team and make sure we keep innovating and delivering beyond our clients’ expectations. I know that every employee feels the same way, regardless of their role or where they’re located.”
Miranda Barrett, CAE, PMP is the founder of Capacity to Scale, a boutique consulting firm that provides short-term strategic support and insight to entrepreneurs. Miranda is an Associate Consultant with Factum Global.