The Ceramic Decorating Co. Core Values.
Everything we do at Ceramic Decorating is focused on WOW! WOWing our Customers, our Team Members, our Vendors, our Owners, and ultimately Ourselves.
WOW! What a small word that packs a huge punch! When was the last time your interaction with a business left you with a WOW? That feeling of amazement–almost shock–at how professional, smooth, seamless, and easy it was to do business with them. It was so pain free you feel it would be a delight it to go back and experience that again . . . in fact, you want to call someone and tell them to go experience it for themselves.
To WOW someone you first must focus on doing the basics: be on time, say please and thank you, do what you say you will do. Believe it or not these things put us way out in front of the crowd. Then, Ceramic Decorating takes it to a whole new level. We step it up and do things a bit unconventional and creative to create a unique experience and emotional impact on the other party.
To WOW through Quality is to have every project, every step of the way, be that masterpiece that the customer dreamed about. We actually want to hear them breathe WOW, “amazing, beautiful, incredible” and other wonder-filled words.
To WOW through Service is to do something in every interaction that is above and beyond the ordinary. It is being insanely focused on responding to our customers’ needs. . . over-communicating, loving on them, caring deeply about their situation and their outcome. We are not average people, doing average work, for an average company. We expect every Team Member to deliver WOW!
Ask yourself: What would it take to Deliver WOW in your interactions today? What can you improve in attitude and skill to create more WOW for more people! WOW it up!
It is no secret that our desire is to grow Ceramic Decorating Company. To grow means to change, to improve, to get better, faster, smarter. Some people just don’t like change. It terrifies them! If you are not prepared to deal with constant change, Ceramic may not be a place where you will be comfortable or happy.
We all must learn to not only NOT fear change, but to enthusiastically embrace it. We don’t stop there. We encourage and drive it. It is important to always be ready for change . . . to expect it.
Change comes from all directions but it is critical that most change comes from the “bottom up,” from the Team Members who are on the front lines, closer to the customers or the issues we face.
It is all too easy to just get complacent with the way things are or have always been. “That won’t work, we tried it before,” are dangerous words. Many companies that have failed before get into trouble because they were unwilling to adapt, change, and stay relevant and current–to experiment and try new things.
This can happen to Team Members too if we are not careful. We must pursue personal growth and personal change—always finding new ways to stretch and push ourselves outside of the “boxes” we find ourselves in. Think about it. The stories and movies that inspire and motivate us are about people changing . . . taking on new challenges and overcoming obstacles through change.
If we continue to Embrace and Drive Change we can and will stay ahead of our competition. We will continue to grow and thrive.
Ask yourself: Are you ready to change? Do you view new challenges optimistically? Do you embrace and drive change? How do you encourage change to driven from the bottom up? Are you empowering your direct reports to drive change? Together we can make great changes!
Life is too short to spend eight+ hours a day, five days a week in an environment that is not fun, creative, and full of joy! There are plenty of businesses that are stuffy, corporate, boring, and full of stale air. Ceramic Decorating Company is not one of those! We value FUN and being just a bit Wacky!
We strongly believe in doing things that might be seen as a bit unconventional; unique things, slightly different things, the just-a-bit-wacky things that color our world, daily lives, and serve as the spice of life! Let us be clear. We are NOT speaking of bizarre weirdness or anything inappropriate or unprofessional. We’re talking about applying our creativity to the daily encounters we have with Team Members, Customers, and Vendors that brighten their day, put smiles on their faces, or better yet, makes them laugh. Doing ordinary things in an extraordinary way allows us to show our uniqueness and personality in a way that fires the delight in others and makes them happy as well.
“Falling In” is a little bit of a wacky way to start a daily meeting, but it sure makes it a little more interesting! Using humor and fun to convey needed communication can help break up the routine and get the job done while making the whole process more enjoyable. Isn’t life more interesting when someone goes a bit out of the box and does something innovative and original? We are convinced it not only makes working a bunch more fun, but it has the added benefit of stirring up creativity and innovation, while sparking new great ideas! This allows us to be more engaged in the work we do and more innovative as a company. Truly a win-win!
We are a Unique Ability company. Our company culture demands that we be true to the strengths and talents God gave us. Our belief is that we function best when we can be ourselves! The wackiness in each of us has an opportunity to express itself in our interactions with one another. So let’s add a touch of Wackiness to our work today and make sure we, and those around us, are having a bit a fun!
Ask yourself: What can we do to add Just a Bit of Wackiness and fun to our work? How much fun do we have in our work? What can we do to make it more fun? How can we make sure our Customer, Vendors, and Team Members have more fun as well?
At Ceramic Decorating Company, we believe it’s critical for all Team Members to grow both personally and professionally. Life is an adventure and it is important to constantly challenge and stretch ourselves instead of staying stuck in a job that is stagnant, boring and void of growth, development, and personal improvement.
We believe that inside each Team Member at Ceramic is WAY more potential that even the Team Members themselves realize. Our goal is to provide the location, tools, and atmosphere, to encourage Team Members to unlock that potential. BUT, it must be a joint effort: You have to WANT to challenge and stretch yourself in order for awesomeness to happen.
Our goal is to continue to grow Ceramic Decorating Company. We grow because we take on new challenges, and will continue to face more challenges as we continue to grow. It is an endless cycle, and a good thing! In fact, it is the only way for a company to survive . . . thrive. However, at times it can also feel risky, stressful, and confusing. Think about any true adventure you have experienced: new love, a new job, a new child, etc. Remember that feeling of excitement yet the presence of fear and doubt about jumping into the unknown? That is what adventure, growth, and learning feels like. It truly makes us feel alive.
With challenges come obstacles, set backs, and problems, and each of those have the potential to tell us to quit, to settle, to just coast. In reality, each of these obstacles represent the opportunity to grow, learn and conquer! As we overcome one by one, bit by bit, these problems just become mile markers to celebrate at our Annual Awards Celebration. Each one we pass means we’ve gotten better.
Yet regardless of how much better we get, we’ll always have more hard work to do, we’ll never get done, and we’ll never “get it right”. That may sound negative , but it’s actually good news. That’s right. We will never run out of adventures, challenges to conquer, opportunities to grow and improve! The cycle of growth won’t stop.
It’s hard, but the most satisfying things in life are hard. Becoming a champion is hard. Being the best is hard. Staying in shape is hard. Having great relationships is hard. Doing important things is hard. If what we were doing were not hard, we would have no business. The only reason we are not swamped by our competition is because what we do is difficult, and we do it better than anyone else. If it ever gets too easy, look for a tidal wave of competition to wipe us out.
Nobody does what Ceramic Decorating does. We are unique, different, and special. We are charting the course as we go and the only way we can be the best at what we do is if we continue to see it as an adventure, and continue to learn and grow. That is a key success factor of all Team Members we hire at Ceramic. They must have a strong desire to learn and grow. They must be up for the adventure.
Ask yourself: How do you grow personally….(eating more isn’t the answer! Jk) How do you grow professionally? How would you like to grow? Have you written down goals for your life? Your spiritual growth? Your marriage or relationships? Your children? Your Health? Your finances? Your career? What is the vision you have for your life? Are you doing everything you can to promote company growth, the growth of your Teammates, and direct reports?
With great communication great things happen! At Ceramic we value real, open, and honest relationships, and we know the key to make this happen is deep communication. We understand it’s not what we say or even what we do, but how we make people feel that matters.
Great communication is about helping others feel. Feel confident that they have been heard. Feel sure that we care. Feel happy they spoke with us. Feel educated and informed. Feel known and understood. Feel they can trust us. Feel they can believe us. Feel we are going to deliver.
Ceramic will not settle until fantastic Communication is what we are known for! This is how we do it:
We start with caring. Caring is so foundational to excellent communication. If we care, we will ask good questions, we will actively listen, and we will pay attention to focus on words, body language, and hearts with the desire to understand.
We always ask good questions which lets others know they are important to us . . . we want to understand the particulars of what they have to say. This is where we go “deep.” We want the details. We understand the way we are judged is often in the littlest things. We hate assumptions. We really want to know. We really NEED to know.
Next, we listen attentively. Active listening is a critical way of showing Customers, Team Members, Vendors and Investors that we understand their importance to us and really want to know them and their challenges. We do this by looking into people’s eyes, giving them feedback, and giving them our full attention. Then we repeat back what we heard them say to confirm and clarify.
It is then, and only then, we share our own heart, our own insight, and our impression or opinions in a way that hopes to bring strength to the relationship, clarity to the situation, and a better future to all involved.
Finally, we close the loop. Making sure everyone knows what has been determined brings rest. We can be assured the situation is resolved, in process with clear next steps, or needs specific things from us so we can take action. We always close the loop.
When in doubt we always seek to over-communicate rather than assume anything. It’s better to hear something twice or three times than to think everyone knows and suffer miscommunication. When miscommunication happens, people, relationships, and projects get hurt.
Communication done right, even if difficult, brings the hope of a brighter future.
At Ceramic Decorating Company we give the extra effort needed to make thorough, complete, and effective –yes “deep”–communication our everyday reality.
Ask yourself: How well do I communicate with others on the Team? With our Customers? With Vendors? What can I do to improve the way I communicate? How can I ask better questions? How can I listen more attentively? Am I closing the loop? Would you like to talk?
Ceramic Decorating Company is all about Team and Family. In fact we are a family business that sees each Member of the Team as part of the Family. Ceramic supports great relationships!
Great relationships make for a great life! That applies to both work and home.
Our goal at Ceramic is to be a place where you want to be–a place that is fun, warm, welcoming, exciting, creative, unique, different and just flat-out super! We see relationship as the key to making that happen. It’s a blast to go to a place where you know people and are known, where you have a wonderful Team that feels like family.
At Ceramic we strive to be more than just a Team. We watch out for each other, care for each other, and go above and beyond for each other because we believe in each other and trust one another. We work hard together but we also play hard together. Our bonds go far beyond the typical “co-worker” relationships found at other companies. We plan adventures together outside of the work environment. We train together, get healthy together, travel together, and learn together.
The best Ceramic Team Members will build good relationships with other Team Members. Our goal is to have a positive influence on one another and everyone we encounter. We strive to eliminate “cancer” . . . any kind of cynicism, gossip, negative words, or thoughts. Instead, the best Team Members are those that strive to create harmony with each other and whoever else we interact with. This this takes work: patience, forgiveness, listening, focusing on the good and positive, and really caring.
Weird how the things that make for strong relationships at work also make for good relationships at home . . .
Ceramic realizes it’s a challenge to build and maintain healthy, vibrant, romantic, and joyful marriages. A huge percentage of marriages wind up in divorce; we are on a mission to change that! We encourage each other to remember the significant relationships in our lives. Our Team Members get their wedding anniversary day off, or if not married, a day off to build relationships.
Raising children and being a great parent are areas that receive very little cheering from most companies. However, Ceramic is unique in that we desire to do everything we can to provide encouragement, support, tools, and training for as many as possible to enjoy thriving relationships at home. We desire to include the spouses, children, and other important people in our lives in what we do. When Ceramic plans an event, it most likely will include a welcome for the family. There are many things today that are trying to tear families apart, but Ceramic is fully committed to bringing families together, strengthening marriages, and encouraging parents.
Ceramic Decorating Company is a place where the relationships that make our lives rich are nourished and cherished!
Ask yourself: What can you do with our Team Members so that you feel both like a family and a Team? How can you build stronger relationships with others on the Team both in and out of the office? What can you do to let our relationships at home know how important they are to you? Do you instill a sense of Team and family not just within your department but across the whole company? Do you exemplify Team Spirit?
At Ceramic being healthy and staying positive is a huge priority. When we are physically fit and in a positive state of mind, we feel better, think better, work better, get along better, and have an all-around better day at work . . . a much better quality of life!
It has been often noted that our mental and emotional well-being is often affected by our physical well-being. That is why Ceramic supports the Team in gaining better health.
Every person, every day is faced with choices. Choices about how to live, what to eat, whether or not to exercise, and the list goes on and on. There are many voices that support us making poor choices. Ceramic is about supporting each other in making healthy choices.
90 Day Health Challenges are a fun way to set new goals, develop new habits, and see new gains in fitness, feeling great, and looking our best. 5K and other physical events throughout the year keep us interested in training and always pursuing adventure, growth and learning with regards to our health. We look for ways outside of work to make health, fitness, and better wellness a part of our life.
Even our daily shift overlap meeting is designed to bring better fitness, vitality, and well-being to our Team. Beginning each day with exercises is great way to crank up the metabolism and increase strength, flexibility and health. Ceramic Team Members want to live life to the fullest and are willing to do the hard things that enable them to live strong and healthy.
There is a ton of talk in companies about positive attitudes. At Ceramic Decorating Co. it is not just talk. We truly believe that every single member of the Team needs to bring energy to the Team. We do that by being positive. We do that by being present. We do that by giving our best. We do that by contributing, engaging, participating, and enjoying what we do. Ceramic hires people that have batteries included. Either we are pulling from those around us with negative thoughts, attitudes, and energy or we are encouraging others, giving to others, and increasing their confidence, capabilities and strengths.
None of us have complete control over the circumstances that come our way. Many things can happen that don’t thrill us, please us, encourage us, or lift us up; BUT every single one of us has the responsibility (which is the ability to respond) to choose how we are going to respond to the circumstances in our lives.
Ceramic Team Members are committed to look for the good, find the positive, and think on things that are true, honest, just, pure, lovely, of good report, anything worthy of praise . . . yes, to think on those things. We call it our positive focus . . . our Philippians 4 focus.
Energy begets energy and negativity begets negativity. When we handle situations with an upbeat attitude, the energy level rises for all. We can only have one thought in our heads at a time. Why not choose a positive thought? Team Ceramic keeps it healthy and positive, which is a lot more fun!
Ask yourself: What is the one thing I should STOP doing to increase my health? What is the one thing I should start doing? Am I on an upward trend toward better health? Am I bringing energy to the Team or am I taking energy away? How can I be more positive in my daily actions? How can I have a better attitude? Are my circumstances controlling me or am I choosing positive responses? Have I read Attitude 101?
While we are proud of the work we do and the company we are creating, Ceramic Team Members are not arrogant nor do we treat others differently than we want to be treated. Instead, we carry ourselves with a quiet confidence, because in the long run we believe that our character will speak for itself.
When we make a mistake we are quick to own it, apologize, and find a way to learn from it. We don’t need to complain, blame, or explain. We let our victories speak for themselves.
“In everything give thanks” says a wonderful verse of scripture. Ceramic Decorating Company is made up of a bunch of grateful people! We realize just how blessed we are in so many ways and grateful to have a job to do, customers to serve, purpose to fulfill. We understand how rare it is to want to get up and go to work each day, how rare it is to work with people who are happy, growing, positive, and intent on being healthy. We are thankful for the opportunity to create a unique company and fun place to work. We are ever mindful of the parents, teachers, friends, siblings, co-workers, mentors and others that have poured into our lives along the way, and the customers that make what we do possible.
The Ceramic Team is made up of flexible people. (We can all do the splits . . .just kidding!) We are people who are willing to do whatever it takes to help the company, our customers, and Team succeed. There is no job too big, too small, to demanding, or too dirty for us to do. From the newest hire on the Team to the longest term manager, we are humble, grateful, and flexible, and willing to step up to the task. We don’t see ourselves in little boxes. “What needs to be done? Let’s do it!”
Ask yourself: Are you quick to give others credit when speaking about your accomplishments? Do you treat both large and small customers and vendors with same amount of respect that they treat you? Are you thankful today? What are a few things you are thankful for? Go ahead, list them. How can you show your flexibility more? Are you willing to jump in even when it is “not your job?”
Passion is the fuel that drives us as individuals and as a corporation forward. We value passion, determination, perseverance, and the sense of urgency, because those are critical components that make dreams happen.
We are inspired because we believe in what we are doing and where we are going. We don’t take “no” or “that will never work” for an answer. If we had fallen for those traps, Ceramic Decorating Company would never have started and lasted for over 75 years.
We are passionate about using our Unique Abilities and are determined to leave our mark on Ceramic.
Passion and determination are contagious. We believe in having a positive and optimistic (but realistic) attitude about everything we do, and we recognize that this inspires others to have that same attitude too!
There is excitement in knowing that everyone you work with is committed, passionate, and determined to see the bigger purpose, dream, and vision of Ceramic be made a reality. It’s awesome to be a part of and see it happen every day.
Ask yourself: Are you passionate about the company? Are you passionate about your work? Do you love what you do and who you work with? Are you happy here? Are you inspired? Do you believe in what we are doing and where we are going? Is this the place for you?
Life can be complicated, cluttered, and messy . . . it doesn’t have to be! The Cleanest Company in Commerce has been our battle cry on this front . . . why not Cleanest Company in California . . . the Cleanest Company in the Country . . . or on the Continent, perhaps?
Cleanliness is next to Godliness the saying goes (and we aren’t quite sure that makes sense) but what we do understand is how living, working, creating, building, making, doing, and being in a clean and pristine environment makes for increased happiness, clarity, and productivity.
Our Customers, Vendors, and Investors, notice immediately upon arrival if we are high and tight, everything in its place, well-organized, systematized or—not. Their confidence in our ability to deliver their premium product in a WOW kind of way is directly tied to their impression of our offices, our plant, our warehouses, our uniforms, our dress code, our . . . everything!
Keeping things simply makes it easier for us to maintain, organize, process, and increase clarity. We like simplicity on the other side of complexity as Aristotle (or someone smart like that) once said. Meaning, we know our subject so well that we are able to break it down into simple, easy to use, easy to understand, and easy to succeed with, parts.
Clean and Simple impacts everything that we do!
Ask yourself: How can I clean up the physical area I work in? How can I clean up my areas of responsibility? How can I simplify my work? How can the company present itself in a cleaner more premium way? How can we make it simpler for our customers to do work with us?
Ceramic Decorating has always been about being able to do more with less. Wilbur and Lyman, our founders, built their first machines out of hardwoods by hand, and operated them themselves. While we may be casual and light-hearted in our interactions with each other, we are very serious and focused about the operations of our business. We believe in hard work and putting in the extra effort to get things done.
We believe in operational excellence and realize there is always room for improvement in everything we do. This means our work is never done. We continue to innovate and make incremental but constant improvements to our operations, always striving to make ourselves more efficient and more effective while activating things that will make us better.
We use mistakes as learning opportunities.
We must never lose our sense of urgency in making improvements. Never will we settle for “good enough” because good is the enemy of the great. Our goal is to become the greatest bottle decorator, with the best service, in the world. We set and exceed our own high standards. We strive to raise the bar for our competitors and ourselves.
We are creative and innovative, finding subtle ways to better use resources and get more impact from the talent and resources we have. We make wise decisions. We get counsel from others on the Team to increase our ability to make good choices.
Ask yourself: How can I do what needs to be done more efficiently . . . more creatively . . . more cost effectively? How can I help the company be more efficient . . . more profitable? How can I eliminate waste, unnecessary steps, or reduce expenses?
Many of these Core Values were inspired, motivated and even straight out plagiarized from Zappos.com and Tony Hsieh and his book Delivering Happiness. Tony is a kindred spirit and wrote the book that is in my heart! Thank you Tony!