The MHI Way

The MHI Way describes the values, behaviors, principles, and practices that are the foundation of our unique culture. It explains how we relate to each other, our customers, and even our suppliers. It’s who we are, and it’s what drives our extraordinary success.

TAKE CARE OF YOUR CUSTOMER,BEFORE ANYTHING ELSE.
Treat them like gold. Always do what’s best for the customer by putting their needs ahead of our own.
BE WILLING TO DO THE TOILETS.
The road to success isn’t always fun and always easy. Be willing to do the mundane and ordinary things necessary to achieve results. Success comes mostly from doing the ordinary things with extraordinary consistency.
MAKE QUALITY PERSONAL.
Take pride in the quality of everything you touch and everything you do. Create a great impression by always being friendly, warm, and helpful. Continually ask yourself, “Is this my best work?”
TAKE PRIDE IN APPEARANCE.
Your personal appearance makes a strong statement about the pride you take in your performance. Dress neatly and professionally. The appearance of your work area makes a similar statement about the quality of your work. Take responsibility to see that everything is clean, neat, and professional.
OWN IT.
Take personal responsibility for making things happen. Respond to every situation by looking for how we can do it. Be resourceful, decisive, take initiative, and see issues through to their completion. Don’t make excuses or wait for others to solve the problem. If you make a mistake, own up to it, and make it right.
BE A PRO.
Be the best that there is. Have a passion for what we do and be fully engaged. Make the most of each day by approaching every task with energy, focus, and enthusiasm. Work with a sense of urgency to get things done.
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. Our true character is revealed by what we do and how we act when no one is looking. Always tell the truth, no matter the consequences.
GET ALONG WITH PEOPLE.
Remember we’re a family. Our relationships go deeper than simply being teammates at work. We genuinely care for and about each other. Don’t let your own ego get in the way of doing what’s best for the team. Be there for each other and be willing to help whenever needed.
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 MHI family. Never take shortcuts that compromise your safety or that of your teammates.
BE A SERVANT LEADER.
Put the needs of others first. Help them to succeed. Influence others through your own example. Take responsibility to teach, guide, coach, and mentor.
MAKE THEIR BUSINESS BETTER.
Find ways to help your customers be better, faster, and more effective. Put yourself in their shoes and see the world from their perspective. Understand their goals and be sure everything you do for them is aligned around helping them meet their objectives. This includes both internal and external customers.
PRACTICE BLAMELESS PROBLEM SOLVING.
Mistakes happen. Don’t attack the person, attack the problem. Be a part of the solution, rather than pointing fingers. Treat mistakes as opportunities to learn and improve and get smarter with every mistake.
RESPECT EVERYONE.
Treat everyone with courtesy, dignity, and respect. Always act with kindness, compassion, and patience.
BE PERSISTENT AND CONSISTENT.
Follow-up on everything and take responsibility to ensure that tasks get completed. While effort is important, our customers expect results.
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.
HAVE A SENSE OF URGENCY.
Respond to questions and concerns quickly, whether it’s in person, on the phone, or by e-mail. 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.
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.
ASSUME POSITIVE INTENT.
Work from the assumption that people are good, fair, and honest, and that the intent behind their actions is positive. Set aside your own judgments and preconceived notions. Show compassion and give people the benefit of the doubt.
LISTEN GENEROUSLY.
Listening is more than simply “not speaking.” Give others your undivided attention. Put down the phone, step away from the computer or truck, and be present and engaged. Suspend your judgment and be curious to know more, rather than jumping to conclusions. Don’t listen to reply; listen to understand.
THINK BEFORE YOU SPEAK.
Bite your tongue and think first. Control your emotions, carefully choose your words, and speak respectfully and directly.
HONOR COMMITMENTS.
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.
CELEBRATE SUCCESS.
Never miss the opportunity to say, “Thanks for doing a great job!” Catch people doing things right. Give each other meaningful acknowledgment and appreciation.
EXPECT & ALIGN WITH CHANGE.
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 and growth bring. Be flexible.
BE RELENTLESS ABOUT IMPROVEMENT.
Be a lifetime learner. Regularly reevaluate every aspect of your work to find ways to improve. Don’t be satisfied with the status quo. “Because we’ve always done it that way” is not a reason. Guard against complacency. Find ways to get things done better, faster, and more efficiently.
WORK LIKE HELL.
Be willing to do whatever it takes to accomplish the job . . . plus a little bit more. Whether it’s starting early, staying late, or doing something that’s not in your job description, it’s the extra mile that separates the ordinary from the extraordinary.
GET THE FACTS.
Don’t make assumptions or jump to conclusions. Be curious, challenge what you don’t understand and get all the facts. Trust your gut, but verify with facts and data.
GIVE!
Your time, your talent, and your resources too. We are a giving company–we would not be here without the gifts and help we received from others. Even the ability to work hard is a blessing that many people do not have. Why have we been blessed this way? We are all stewards, passing on what has been freely given to us. Enjoy the ability to give! 2 Cor 9:7
TREASURE, PROTECT, AND PROMOTE OUR LEGACY.
We’re all responsible for, and benefit from, the MHI image and legacy. Consider how your actions affect our collective reputation and be a proud ambassador for the company and our rich history.
PAY ATTENTION TO THE DETAILS.
Missing just one detail can have an enormous impact on a job. Be a fanatic about accuracy and precision. The goal is to get things right, not simply to get them done. Triple-check your work.
LOOK AHEAD AND ANTICIPATE.
Solve problems before they happen by anticipating future issues, planning for contingencies, and addressing them in advance. Don’t wait to be asked to take the next step. Preventing issues is always better than fixing them.
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. Enjoy what you do.