Slide deck for Golden Hour Culture training by Deutser

1. OUR
COMPANY
CULTURE

2. © DEUTSER 2016
According to Forbes, it’s the hottest topic in business today.
YOU’VE PROBABLY HEARD OF
COMPANY
CULTURE.

3. © DEUTSER 2016
A LOT OF COMPANIES
ARE KNOWN FOR THEIR
GOOD CULTURES.

4. © DEUTSER 2016
COMPANIES
LIKE REI,
“THEY GIVE LIFE
TO PURPOSE.”

5. © DEUTSER 2016
ZAPPOS
“MAKING
CUSTOMERS HAPPY
MAKES EMPLOYEES
HAPPY.”

6. © DEUTSER 2016
AND
SOUTHWEST
AIRLINES.
“IT’S ALL
ABOUT FUN!”

7. © DEUTSER 2016
SO WHAT MAKES
ONE COMPANY’S CULTURE
BETTERTHAN ANOTHER?

8. © DEUTSER 2016
Generally it’s when employees like
the support they get from
management and colleagues.
THEY LIKE BEING PART OF
A TEAM.

9. © DEUTSER 2016
“What does any of
this have to do with
Golden Hour?”
(And now to the most
relevant question)

10. © DEUTSER 2016
THE ANSWER:
EVERYTHING.

11. © DEUTSER 2016
COMPANY
CULTUREIS HOW WE CAN ACHIEVE THE THINGS
THAT HELP US SAVE LIVES.

12. © DEUTSER 2016
We interrupt this presentation with an important acknowledgment:
We freely admit that our corporate culture
could be better. And it’s going to take
everyone at every level of the company
getting on the same page to improve it.
Together, we will do just that.

13. © DEUTSER 2016
The whole reason our company exists
is to provide a valuable service
to those in the medical transport industry
(ambulances, helicopters and hospitals), where
EVERY MINUTE COUNTS
IN SAVING SOMEONE’S LIFE.

14. © DEUTSER 2016
A POSITIVE CULTURE
CAN HELP US

15. © DEUTSER 2016
A POSITIVE CULTURE
CAN HELP US
attract the best employees

16. © DEUTSER 2016
A POSITIVE CULTURE
CAN HELP US
attract the best employees
work better together, more efficiently,

17. © DEUTSER 2016
A POSITIVE CULTURE
CAN HELP US
attract the best employees
work better together, more efficiently,
and stay united and focused on the greater goal to

18. © DEUTSER 2016
A POSITIVE CULTURE
CAN HELP US
attract the best employees
work better together, more efficiently,
and stay united and focused on the greater goal to
MAKE EVERY MINUTE COUNT.

19. © DEUTSER 2016
EVEN HERE
IN OUR OFFICE.

20. © DEUTSER 2016
A
TEAM-ORIENTED
CULTURE
can help Golden Hour
be responsive to
customer needs.

21. © DEUTSER 2016
WHEN A CUSTOMER
ASKS FOR
FUNCTIONALITY,
WE WORK
TOGETHERTO DELIVER SOLUTIONS.

22. © DEUTSER 2016
INNOVATIVE SOLUTIONS
THAT DON’T JUST MEET, BUT
EXCEEDEXPECTATIONS.

23. © DEUTSER 2016
A RESPECTFUL CULTURE
CAN HELP SUCCEED
IN COLLECTIONS.

24. © DEUTSER 2016
A RESPECTFUL CULTURE
CAN HELP SUCCEED
IN COLLECTIONS.
We treat one another with respect.

25. © DEUTSER 2016
A RESPECTFUL CULTURE
CAN HELP SUCCEED
IN COLLECTIONS.
We treat one another with respect.
We treat our clients with respect.

26. © DEUTSER 2016
A RESPECTFUL CULTURE
CAN HELP SUCCEED
IN COLLECTIONS.
We treat one another with respect.
We treat our clients with respect.
We treat their patients with respect.

27. © DEUTSER 2016
“So what is
CULTURE?”
(Other than an
abstract concept.)

28. © DEUTSER 2016
CULTUREIS A SET OF BELIEFS, VALUES AND BEHAVIORS.

29. © DEUTSER 2016
CULTUREIS A SET OF BELIEFS, VALUES AND BEHAVIORS.
that we can
learn & share.

30. © DEUTSER 2016
CULTUREIS A SET OF BELIEFS, VALUES AND BEHAVIORS.
that matter to us.that we can
learn & share.

31. © DEUTSER 2016
CULTUREIS A SET OF BELIEFS, VALUES AND BEHAVIORS.
that we strive for.
that matter to us.that we can
learn & share.

32. © DEUTSER 2016
at Golden Hour
WE ARE COMMITTED
TO CREATING THE BEST
COMPANY CULTURE
IN THE AIR AND GROUND MEDICAL
TRANSPORTATION INDUSTRIES.

33. © DEUTSER 2016
“How will we do it?”

34. © DEUTSER 2016
WE’LL MAKE EVERY MINUTE COUNT

35. © DEUTSER 2016
OUR INDUSTRY IS ONE WHERE WE
SUPPORT THOSE WHO ARE
LITERALLY SAVING LIVES EVERY DAY.
EVERY MINUTE COUNTS
TO THEM,
AND SO IT COUNTS
TO US.

36. © DEUTSER 2016
IN BUSINESS,
AS IN LIFE,
TO BE SUCCESSFUL,
YOU HAVE TO KNOW
WHERE YOU’RE GOING.
That means having a clear vision,
then establishing a path to take you there.

37. © DEUTSER 2016
OUR
VISION
IS WELL
DEFINED:

38. © DEUTSER 2016
LEADPEOPLE // TECHNOLOGY
OUR
VISION
IS WELL
DEFINED:

39. © DEUTSER 2016
LEADPEOPLE // TECHNOLOGY
DRIVESOLUTIONS // PERFORMANCEOUR
VISION
IS WELL
DEFINED:

40. © DEUTSER 2016
LEADPEOPLE // TECHNOLOGY
DRIVESOLUTIONS // PERFORMANCE
STANDARDIZEPROCESSES // WORKFLOWS
OUR
VISION
IS WELL
DEFINED:

41. © DEUTSER 2016
LEADPEOPLE // TECHNOLOGY
DRIVESOLUTIONS // PERFORMANCE
STANDARDIZEPROCESSES // WORKFLOWS
MAXIMIZEREVENUE // OPERATIONAL INTELLIGENCE
OUR
VISION
IS WELL
DEFINED:

42. © DEUTSER 2016
TO ACHIEVE THIS VISION,
EACH OF US NEEDS TO
COMMIT TO THE SAME SET OF
VALUES AND BEHAVIORS.

43. © DEUTSER 2016
EACH OF US NEEDS TO
MAKE EVERY
MINUTE COUNT.

44. © DEUTSER 2016
No matter what you are responsible for,
you must do everything in your power to
MAKE EVERY MINUTE COUNT by:

45. © DEUTSER 2016
No matter what you are responsible for,
you must do everything in your power to
MAKE EVERY MINUTE COUNT by:
ACTING WITH
INTEGRITY

46. © DEUTSER 2016
No matter what you are responsible for,
you must do everything in your power to
MAKE EVERY MINUTE COUNT by:
ACTING WITH
INTEGRITY
ACCEPTING
DIRECTION &
SUPPORTING GOALS

47. © DEUTSER 2016
No matter what you are responsible for,
you must do everything in your power to
MAKE EVERY MINUTE COUNT by:
ACTING WITH
INTEGRITY
ACCEPTING
DIRECTION &
SUPPORTING GOALS
DELIVERING HIGH
QUALITY WORK

48. © DEUTSER 2016
No matter what you are responsible for,
you must do everything in your power to
MAKE EVERY MINUTE COUNT by:
ACTING WITH
INTEGRITY
ACCEPTING
RESPONSIBILITY
ACCEPTING
DIRECTION &
SUPPORTING GOALS
DELIVERING HIGH
QUALITY WORK

49. © DEUTSER 2016
No matter what you are responsible for,
you must do everything in your power to
MAKE EVERY MINUTE COUNT by:
ACTING WITH
INTEGRITY
ACCEPTING
RESPONSIBILITY
ACCEPTING
DIRECTION &
SUPPORTING GOALS
COMMITTING TO
INNOVATION &
ADAPTING TO CHANGE
DELIVERING HIGH
QUALITY WORK

50. © DEUTSER 2016
LET’S START
AT THE
BEGINNING.(As the song goes, it’s a
very good place to start.)

51. © DEUTSER 2016
MAKE EVERY MINUTE COUNT BY
ACTING WITH INTEGRITY.
At Golden Hour, integrity is paramount.
Each of us must be honest with
our customers and our colleagues
at all times, in all situations.
© DEUTSER 2016

52. © DEUTSER 2016
MAKE EVERY MINUTE COUNT BY
ACTING WITH INTEGRITY.
At Golden Hour, integrity is paramount.
Each of us must be honest with
our customers and our colleagues
at all times, in all situations.
And we expect that our
customers and our colleagues
will be honest with us.
© DEUTSER 2016

53. © DEUTSER 2016
“What does
ACTING WITH INTEGRITY
mean to you?”

54. © DEUTSER 2016
It means doing what you
say you are going to do.

55. © DEUTSER 2016
It means doing what you
say you are going to do.
It means being accountable
for your actions.

56. © DEUTSER 2016
It means doing what you
say you are going to do.
It means being accountable
for your actions.
It means admitting when
you are wrong.

57. © DEUTSER 2016
It means doing what you
say you are going to do.
It means being accountable
for your actions.
It means admitting when
you are wrong.
It means being willing to learn.

58. © DEUTSER 2016
ACTING WITH INTEGRITY
MEANS DOING THE RIGHT THING.

59. © DEUTSER 2016
ALWAYS.
EVEN WHEN IT’S HARD.
EVEN WHEN NO ONE IS LOOKING.

60. © DEUTSER 2016
ACTING WITH INTEGRITY
MEANS BEING FAIR AND HONEST
IN ALL INTERACTIONS.

61. © DEUTSER 2016
MAKE EVERY MINUTE COUNT BY
ACCEPTING DIRECTION
AND SUPPORTING GOALS.
At Golden Hour, we set goals.
We develop plans to achieve those goals.
© DEUTSER 2016

62. © DEUTSER 2016
MAKE EVERY MINUTE COUNT BY
ACCEPTING DIRECTION
AND SUPPORTING GOALS.
At Golden Hour, we set goals.
We develop plans to achieve those goals.
We clearly communicate our plans.
© DEUTSER 2016

63. © DEUTSER 2016
MAKE EVERY MINUTE COUNT BY
ACCEPTING DIRECTION
AND SUPPORTING GOALS.
At Golden Hour, we set goals.
We develop plans to achieve those goals.
We clearly communicate our plans.
Then we work together, always accepting
direction and guidance, in order
to achieve those goals.
© DEUTSER 2016

64. © DEUTSER 2016
“What does
ACCEPTING DIRECTION
AND SUPPORTING GOALS
mean to you?”

65. © DEUTSER 2016
It means understanding the vision.

66. © DEUTSER 2016
It means understanding the vision.
It means focusing on the objective.

67. © DEUTSER 2016
It means understanding the vision.
It means focusing on the objective.
It means defining the milestones.

68. © DEUTSER 2016
It means understanding the vision.
It means focusing on the objective.
It means defining the milestones.
It means working hard, together,
to achieve our desired results.

69. © DEUTSER 2016
ACCEPTING DIRECTION
AND SUPPORTING GOALS
MEANS SETTING OUR SITES
ON A TARGET
READY, AIM, FIRE!

70. © DEUTSER 2016
THEN ADJUSTING
WHEN WE MISS.
AND TRYING AGAIN.

71. © DEUTSER 2016
ACCEPTING DIRECTION
AND SUPPORTING GOALS
MEANS BEING PROACTIVE,
INCLUSIVE, AND RESPONSIVE.
All to produce business outcomes that are delivered on time, on budget,
and beyond expectation.

72. © DEUTSER 2016
ALL TO
MAKE EVERY MINUTE COUNT.

73. © DEUTSER 2016
MAKE EVERY MINUTE COUNT BY
DELIVERING HIGH
QUALITY WORK.
At Golden Hour, we are dedicated to:

74. © DEUTSER 2016
MAKE EVERY MINUTE COUNT BY
DELIVERING HIGH
QUALITY WORK.
At Golden Hour, we are dedicated to:
providing the products and services
that our customers desire

75. © DEUTSER 2016
MAKE EVERY MINUTE COUNT BY
DELIVERING HIGH
QUALITY WORK.
At Golden Hour, we are dedicated to:
providing the products and services
that our customers desire
the products and services that
have carried us to the top of
our industries

76. © DEUTSER 2016
MAKE EVERY MINUTE COUNT BY
DELIVERING HIGH
QUALITY WORK.
At Golden Hour, we are dedicated to:
providing the products and services
that our customers desire
the products and services that
have carried us to the top of
our industries
with the highest
quality possible

77. © DEUTSER 2016
WE BEGIN
AND END OUR
DECISION-MAKING
PROCESSES WITH
OUR CUSTOMERS
IN MIND,
valuing customer relationships
and serving as a true partner
to each.

78. © DEUTSER 2016
“What does
DELIVERING
HIGH QUALITY WORK
mean to you?”

79. © DEUTSER 2016
It means putting all of your attention on,
and directing all of your actions towards,
serving each of your customer’s needs.

80. © DEUTSER 2016
It means putting all of your attention on,
and directing all of your actions towards,
serving each of your customer’s needs.
It means listening to your customer and
providing the tools and services that facilitate
efficient and productive solutions.

81. © DEUTSER 2016
It means putting all of your attention on,
and directing all of your actions towards,
serving each of your customer’s needs.
It means listening to your customer and
providing the tools and services that facilitate
efficient and productive solutions.
It means making decisions that are in your
customer’s best interest.

82. © DEUTSER 2016
It means putting all of your attention on,
and directing all of your actions towards,
serving each of your customer’s needs.
It means listening to your customer and
providing the tools and services that facilitate
efficient and productive solutions.
It means making decisions that are in your
customer’s best interest.
It means treating your customers with respect.

83. © DEUTSER 2016
DELIVERING
HIGH QUALITY WORK
MEANS FOCUSING ON THE NEEDS
OF THE CUSTOMER, ALWAYS.

84. © DEUTSER 2016
DELIVERING
HIGH QUALITY WORK
MEANS BEING RESPECTFUL OF
INTERNAL AND EXTERNAL AUDIENCES.
It means treating every colleague, every patient, every customer
the way you would want to be treated. Every time.

85. © DEUTSER 2016
MAKE EVERY MINUTE COUNT BY
ACCEPTING
RESPONSIBILITY.
At Golden Hour, “acceptable” is not good enough.
Each of us—no matter what our job—
must continually work to improve:

86. © DEUTSER 2016
MAKE EVERY MINUTE COUNT BY
ACCEPTING
RESPONSIBILITY.
At Golden Hour, “acceptable” is not good enough.
Each of us—no matter what our job—
must continually work to improve:
the quality of our products and
services

87. © DEUTSER 2016
MAKE EVERY MINUTE COUNT BY
ACCEPTING
RESPONSIBILITY.
At Golden Hour, “acceptable” is not good enough.
Each of us—no matter what our job—
must continually work to improve:
the quality of our products and
services
the quality of our interactions

88. © DEUTSER 2016
MAKE EVERY MINUTE COUNT BY
ACCEPTING
RESPONSIBILITY.
At Golden Hour, “acceptable” is not good enough.
Each of us—no matter what our job—
must continually work to improve:
the quality of our products and
services
the quality of our interactions
the quality of our company

89. © DEUTSER 2016
MAKE EVERY MINUTE COUNT BY
ACCEPTING
RESPONSIBILITY.
At Golden Hour, “acceptable” is not good enough.
Using our knowledge of the industry,
feedback from our customers, and our
understanding of future needs, each
and every one of us must commit to
improving everything we do, every day.

90. © DEUTSER 2016
“What does
ACCEPTING
RESPONSIBILITY
mean to you?”

91. © DEUTSER 2016
It means listening to feedback and identifying
opportunities for improvement.

92. © DEUTSER 2016
It means listening to feedback and identifying
opportunities for improvement.
It means initiating change to make our goods
and services better.

93. © DEUTSER 2016
It means listening to feedback and identifying
opportunities for improvement.
It means initiating change to make our goods
and services better.
It means using objective data, taking baseline
measurements, and analyzing results to
compare and improve.

94. © DEUTSER 2016
It means listening to feedback and identifying
opportunities for improvement.
It means initiating change to make our goods
and services better.
It means using objective data, taking baseline
measurements, and analyzing results to
compare and improve.
It means evaluating each completed project
to consider what you might have done better,
more efficiently, more effectively.

95. © DEUTSER 2016
FOR MANAGERS
It means providing a collaborative environment
where staff members share ideas and learn
from one another.

96. © DEUTSER 2016
FOR MANAGERS
It means providing a collaborative environment
where staff members share ideas and learn
from one another.
FOR STAFF
It means considering every little thing you do
and thinking of ways to do it better.

97. © DEUTSER 2016
ACCEPTING
RESPONSIBILITY
MEANS NEVER MAKING
THE SAME MISTAKE TWICE.

98. © DEUTSER 2016
ACCEPTING
RESPONSIBILITY
MEANS GETTING BETTER EVERY DAY.

99. © DEUTSER 2016
MAKE EVERY MINUTE COUNT BY
COMMITTING TO INNOVATION
AND ADAPTING TO CHANGE.
At Golden Hour, we are always open to change and striving to improve.
We work continuously to come up with
new and better solutions.
© DEUTSER 2016

100. © DEUTSER 2016
MAKE EVERY MINUTE COUNT BY
COMMITTING TO INNOVATION
AND ADAPTING TO CHANGE.
At Golden Hour, we are always open to change and striving to improve.
We strive daily for advancement, for the
kind of industry-changing innovation
that has made us leaders.
© DEUTSER 2016

101. © DEUTSER 2016
“What does
COMMITTING TO INNOVATION
AND ADAPTING TO CHANGE
mean to you?”

102. © DEUTSER 2016
It means thinking outside the box.

103. © DEUTSER 2016
It means thinking outside the box.
It means addressing the needs
of our customers in new and
creative ways.

104. © DEUTSER 2016
It means thinking outside the box.
It means addressing the needs
of our customers in new and
creative ways.
It means being open to trying
new systems, experimenting with
new ideas, testing new solutions.

105. © DEUTSER 2016
COMMITTING TO
INNOVATION AND
ADAPTING TO CHANGE
MEANS MAKING THE OCCASIONAL MISTAKE.
AND LEARNING FROM IT.

106. © DEUTSER 2016
COMMITTING TO
INNOVATION AND
ADAPTING TO CHANGE
MEANS SOLVING PROBLEMS
WE DIDN’T EVEN KNOW EXISTED.

107. © DEUTSER 2016
ACTING WITH
INTEGRITY
ACCEPTING
RESPONSIBILITY
ACCEPTING DIRECTION
& SUPPORTING GOALS
COMMITTING TO
INNOVATION &
ADAPTING TO CHANGE
DELIVERING HIGH
QUALITY WORK
THAT’S THE MAP OF THE
5 VALUES &
BEHAVIORSTHAT, WHEN EMBRACED,
WILL HELP US ALL
MOVE TOWARD A
MORE POSITIVE CULTURE.

108. © DEUTSER 2016
Here at Golden Hour,
EVERYONE IS
IMPORTANT.

109. © DEUTSER 2016
Here at Golden Hour,
EVERYONE IS
IMPORTANT.
Whether you’re making collections calls

110. © DEUTSER 2016
Here at Golden Hour,
EVERYONE IS
IMPORTANT.
Whether you’re making collections calls
or calling on customers,

111. © DEUTSER 2016
Here at Golden Hour,
EVERYONE IS
IMPORTANT.
Whether you’re making collections calls
or calling on customers,
designing software or providing support,

112. © DEUTSER 2016
Here at Golden Hour,
EVERYONE IS
IMPORTANT.
Whether you’re making collections calls
or calling on customers,
designing software or providing support,
you should be proud of what you do.

113. © DEUTSER 2016
You should understand
the Golden Hour
VISION.

114. © DEUTSER 2016
You should understand
the Golden Hour
VISION.
LEADPEOPLE // TECHNOLOGY

115. © DEUTSER 2016
You should understand
the Golden Hour
VISION.
LEADPEOPLE // TECHNOLOGY
DRIVESOLUTIONS // PERFORMANCE

116. © DEUTSER 2016
You should understand
the Golden Hour
VISION.
LEADPEOPLE // TECHNOLOGY
DRIVESOLUTIONS // PERFORMANCE
STANDARDIZEPROCESSES // WORKFLOWS

117. © DEUTSER 2016
You should understand
the Golden Hour
VISION.
LEADPEOPLE // TECHNOLOGY
DRIVESOLUTIONS // PERFORMANCE
STANDARDIZEPROCESSES // WORKFLOWS
MAXIMIZEREVENUE // OPERATIONAL INTELLIGENCE

118. © DEUTSER 2016
You should know the Golden Hour
VALUES AND
BEHAVIORS.And you should live them every day.

119. © DEUTSER 2016
You should know the Golden Hour
VALUES AND
BEHAVIORS.And you should live them every day.
COMMITTING TO INNOVATION
& ADAPTING TO CHANGE

120. © DEUTSER 2016
You should know the Golden Hour
VALUES AND
BEHAVIORS.And you should live them every day.
ACCEPTING
RESPONSIBILITY
COMMITTING TO INNOVATION
& ADAPTING TO CHANGE

121. © DEUTSER 2016
You should know the Golden Hour
VALUES AND
BEHAVIORS.And you should live them every day.
COMMITTING TO INNOVATION
& ADAPTING TO CHANGE
ACCEPTING
RESPONSIBILITY
DELIVERING HIGH
QUALITY WORK

122. © DEUTSER 2016
You should know the Golden Hour
VALUES AND
BEHAVIORS.And you should live them every day.
ACCEPTING
RESPONSIBILITY
ACCEPTING DIRECTION
& SUPPORTING GOALS
COMMITTING TO INNOVATION
& ADAPTING TO CHANGE
DELIVERING HIGH
QUALITY WORK

123. © DEUTSER 2016
You should know the Golden Hour
VALUES AND
BEHAVIORS.And you should live them every day.
ACTING WITH
INTEGRITY
ACCEPTING
RESPONSIBILITY
ACCEPTING DIRECTION
& SUPPORTING GOALS
COMMITTING TO INNOVATION
& ADAPTING TO CHANGE
DELIVERING HIGH
QUALITY WORK

124. © DEUTSER 2016
BECAUSE
THE WORK
WE DO HERE IS
IMPORTANT.

125. © DEUTSER 2016
MAKE EVERY MINUTE COUNT
INTEGRITY
ACTING WITH
INTEGRITY
GOAL-ORIENTED
ACCEPTING
DIRECTION &
SUPPORTING GOALS
CONTINUOUS
QUALITY
IMPROVEMENT
ACCEPTING
RESPONSIBILITY
INNOVATION
ADAPTING
TO CHANGE
CUSTOMER FOCUS
DELIVERING HIGH
QUALITY WORK