Company values will change with time, growth and experience. Find out how we updated our values to adapt to the times!February 2, 2021
Company culture is not created simply by filling an office with ping pong tables and free food, offering yoga classes, and allowing dogs. These are perks, not culture.
Company culture is a reflection of behavior. And what guides a team's behavior? This is where core values come in.
When you reflect on and write down what you want your team to be, it will happen.
At The Remote Company, we’ve written down our values and the way we work. In fact, every new team member will sign under them, along with their job contract! It’s that important to us. These values keep us all on the same page—especially as we’re a remote team spread across multiple time zones with multiple products!
Values help us in making strategic plans and in our daily life. For example, if someone wants to work out at 1 p.m., they do it. As long as they set a status on Slack telling us when they’ll be back, they can structure their day in a way that works best for them. We believe people are 10x more productive when they can work how they want, and we want our employees to take care of their wellbeing.
Moreover, values help a lot in hiring new people. They know what to expect from us. For instance, we won’t work with a rock star developer that doesn’t respect other team members.
Today, we’re proud of our company culture, and the values that have contributed to its success. As we evolved, our values did too. We learned how to embrace the changes that came our way, and we became stronger because of it.
So, without further ado, here are The Remote Company’s values:
We focus on people: We all come from diverse backgrounds, and we let our company personality shine! At the end of the day, we’re dealing with people, and we want to add value to their lives and make them feel extra special.
We’re passionate about our products: Every team member cares about our company and our products. We’re all on a mission to show the world what we can do.
We communicate with purpose: Tools like Slack, Notion, Github, 15Five and internal newsletters help us to stay in sync. We believe in intentional, asynchronous communication. Our employees should be able to structure their days in a way that works best for them, so we don’t expect them to reply straight away.
We’re ready to grow: Change is inevitable! But that’s OK, because we’re always ready to learn new things, make mistakes and experiment. It’s all part of the growth curve.
We simplify: We want to provide straightforward, time-saving and intuitive solutions for complex tasks. Overcomplicating things is a big no-no for us. People are happiest when we accomplish our tasks in the simplest and fastest way.
We care about long-term goals: We don’t invest in shortcuts—we do whatever it takes to add sustainable, long-lasting value to our projects. For example, our MailerLite team once spent over a year rewriting code to make it more scalable and bulletproof.
We take responsibility: Everyone trusts each other to get their work done (no micromanaging here). But our freedom is tied to responsibility, and we take our roles seriously. We communicate before something turns into an issue, and we keep our customers informed every step of the way.
We’re positive: Optimistic vibes are the best vibes! Positive thoughts will make us more motivated and productive. We celebrate our wins, give positive and constructive feedback, and spread joy wherever we can (we even have a Slack channel devoted to dad jokes, so that we can make each other smile)!
We treat people right: We treat people as we want to be treated, and show respect and empathy for everyone, regardless of their situation. No office politics, no gossiping, and definitely no insults or name-calling. Everyone is treated equally.
Now, these values did not appear overnight. Company culture is not permanent, nor should it be. For example, when you have a small team, you expect everyone to be available to help you with multiple tasks. But when you grow, team members have their own specific roles.
This is exactly what happened at The Remote Company. We grew to the point where we needed to revise and change our values, especially as we began to launch more and more products.
For a long time, we focused on customer support. We even had a policy that once a month, every team member worked in customer support. At the time it was a super fun idea and customers were constantly surprised. Depending on the day, you could have had a chat with the CEO, a designer or someone from marketing.
We still believe that a customer’s recommendation is the best payoff for us. But our approach had to change, in terms of how we took care of customers and stayed on top of their needs.
With a bigger team, it was a struggle to prepare everyone to cover support. In the end, we realized that we preferred it when everyone focused on their specific jobs and attained excellence in those roles, rather than spreading themselves too thinly.
Now, developers improve the product while the support team talks with our customers. The support team collects all the customers’ requests and then project managers decide how to implement them.
We are very proud to say that our 24/7 customer support response time is under 10 minutes. And our MailerLite team is proud to lead in the customer satisfaction category among other email marketing companies. Thanks to our professional support team, our customer satisfaction is 97%.
This journey led us to review one of our old values, “Deliver WOW through customer support”. While this was still true, we realized we wanted to adapt it to “Focus on our current customers”. It showed how our dedication to our customers goes beyond customer support—it’s a company-wide mission!
Today, you won’t see this listed in The Remote Company’s values. Why? Because we’ve since realized that it underpins absolutely everything we do! From being positive to taking responsibility, each of our values will have a knock-on effect for our customers. Whenever we simplify, show passion about our products or communicate purposefully, we are impacting our customers for the better.
In the last 5 years, we had some major challenges. Only in bad times do you get to know what matters the most. We’ve learned that issues can be solved much faster if you know about them as early as possible.
That’s why we added “Take responsibility” to our values. Before there is a problem, we expect team members to communicate concerns. We also expect everyone to take responsibility for their actions. If there is a problem, we admit it and we fix it.
Business moves fast. Being able to adapt to new challenges and situations is essential.
It’s been said the only constant in life is change. Change is positive because it forces us to reflect on and reevaluate everything from our habits to interactions to goals.
Change is even better when it’s initiated. At The Remote Company, we are constantly figuring out ways to make our products better and implementing new approaches to make working together a more fruitful and enjoyable experience.
Our newest value, “We’re ready to grow”, means that we want the team to experiment and to try new approaches. Sure, it means failures, but that’s the only way to move forward and initiate change.
For example, as we launched other products like MailerSend and Ycode, our marketing manager Indre started forming smaller marketing teams around each product. This was a big change in our approach! But everyone embraced the new structure, and it allowed the marketing team to adapt to a growing number of products.
Strong company cultures are not made with things, but with different people from different places who all share a common set of values.
For us, our company values are paramount, but they are never set in stone. They are a compass for success and indicators of our culture that evolve with time, growth, and experience.
When you are defining your company culture, you need a strong set of values to keep you and your team on track (check out our values page to get inspired)! Before you get started, ask yourself these questions:
What do I want my company culture to look like?
What does my team need, for them to be able to complete their tasks effectively?
What practical steps do we need to take, for all this to happen?
What categories/values do these steps fall under?
Once you’ve answered these questions, you’re well on your way to defining your company values. But remember—change is inevitable! Be ready to let your values grow and adapt along with your business.
At The Remote Company, we constantly strive to adapt and embrace change, and our business is all the better because of it!
Do you have company values? Have you ever changed them and why? Please share in the comments!
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