Chandler's 27 Fundamentals
Chandler’s unique and distinct culture is best captured in 27 fundamentals that serve as a road map in our business and behaviors.
View all of Chandler's 27 Fundamentals
1DO 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. If you make a mistake, own up to it, apologize, and make it right.
2BE A FIDUCIARY
In all situations, you have a duty to do what’s best for the client, even if it’s to our own short-term detriment. Put their needs ahead of our own. There’s no greater way to build a reputation than to steadfastly do what’s right for others. Earn the trust of our clients every day.
3GET CLEAR ON EXPECTATIONS
Create clarity and avoid misunderstandings by discussing expectations upfront. Ask enough questions to get absolute clarity about the goal, expectations, or the problem we’re trying to solve. End all meetings with clarity about action items, responsibilities, and due dates, ensuring that both parties understand what will happen next.
4LISTEN GENEROUSLY
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.
5SPEAK STRAIGHT
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. Address issues directly with those who are involved or affected.
6OVERCOME OBSTACLES
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.
7CELEBRATE SUCCESS
Recognizing people doing things right is more effective than pointing out when they do things wrong. Regularly extend meaningful acknowledgement and appreciation in all directions throughout our organization.
8BE A FANATIC ABOUT RESPONSE TIME
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.
9KEEP 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.
10MAKE QUALITY PERSONAL
Demonstrate a passion for excellence and take pride in the quality of everything you touch and everything you do. Be a fanatic about accuracy and precision. The goal is to get things right, not simply to get them done. Double-check your work. Get the details right the first time.
11BE PROCESS-DRIVEN
Create systems and processes that are scalable and that support our ability to perform with consistency. Strong processes are the foundation of organizational effectiveness.
12BE RELENTLESS ABOUT IMPROVEMENT
Regularly reevaluate every aspect of your job 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. Focus on making yourself, and the firm, better over time.
13THINK TEAM FIRST
It’s not about you. Don’t let your own ego or personal agenda get in the way of doing what’s best for the team. Be there for each other and be willing to step into another role or help a co-worker when that’s what’s required for success. Help each other succeed, and work together to drive the best possible solutions and outcomes.
14LOOK 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.
15HONOR 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.
16WALK IN YOUR CLIENT’S SHOES
Understand your clients’ world. Know their challenges and frustrations. See the world from their perspective. The better you understand them, the more effectively you can anticipate and meet their needs.
17BE EASY TO WORK WITH
Find ways to make working with you/us easier. Provide simple and complete instructions. When in doubt, do more rather than pushing the work back to them. Streamline our processes. Simplify everything. Be ridiculously helpful.
18BE CURIOUS
In the search for the best solutions, challenge and question what you don’t understand. Be curious, ask thoughtful questions, and listen intently to the answers. Ask the extra question in order to get to the core issue.
19PRACTICE BLAME FREE 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.
20MAKE HEALTHY CHOICES
Take care of yourself at home and at the office. Eat well, exercise, and get adequate sleep. Support each other in making healthy choices. The healthier you are, the more you’ll thrive personally and professionally.
21INVEST IN RELATIONSHIPS
Our business is built on trust and trust is built on relationships. Strong relationships enable us to more successfully work through difficult issues and challenging times. Take care to never burn bridges.
22COMMUNICATE TO BE UNDERSTOOD
Know your audience. Write and speak in a way that they can understand. Use the simplest possible explanations.
23TREASURE, PROTECT, AND PROMOTE OUR REPUTATION
As owners, we are all responsible for, and benefit from, the Chandler Asset Management image and reputation. Consider how your actions affect our collective reputation, and be a proud ambassador for the company.
24GO THE EXTRA MILE
Be willing to do whatever it takes to accomplish the job…plus a little bit more. Be willing to do the mundane and ordinary things necessary to achieve the result. 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.
25“BRING IT” EVERY DAY
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.
26SUPPORT YOUR COMMUNITY
Be an active part of your community. Contribute your time, effort, and where appropriate, your money, to make your community better. Make a difference.
27WORK 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.
