Culture

[music] Graphic: The PREMIER Way

Dana: The PREMIER Way was a way in which we could get everyone on the same page. We were growing very rapidly. We had people of all ages from 17 to 76. They came from all different backgrounds, all different businesses. We decided we needed a way in which we could all work together so that everyone could be on the same page and everyone could hold each other accountable. And so we started The PREMIER Way.

Miles: The other thing we really wanted to do was make sure we gave the people the tools that they needed to be successful. And we knew with the PREMIER views and values and The PREMIER Way, they knew what was expected of them. And if they were able to accomplish that, we as an organization we would be very successful.

In 1995, when Dana and I got together, we sat down and said we really need to come up with the core strategies for our organization. That was our views and values. And as time went on, and when Dave Rozenboom came on, he really asked us to relook at things and did our views and values need to change? And uh, we brought in a focus group to work with all the areas of our organization to say how can we enhance our views and values. And whenever they asked a team member why they did it that way, they’d respond back, “because it’s The PREMIER Way.” That really started clicking. We said we really need to put our PREMIER views and values right under The PREMIER Way, and it’s something our staff came up with in the focus groups, and it’s an outstanding way to really go out and educate our new employees and re-emphasize with our current employees the importance of views and values.

Dana: It says at PREMIER, no one is better than anyone else. We are all equal, we have to hold each other accountable to The PREMIER Way. It’s just as important that Miles and I behave and act and interact with customers and staff members using The PREMIER Way as it is for a brand-new employee. We’re all accountable to it. It’s a way in which we can all work together cohesively and provide that consistent service to our customers, and consistent service to our co-workers.

Miles: When Dana and I got together there were 300 employees within our organization, today there is 2,300. It shows that if you really believe in something and follow those guidelines, you as an organization are going to be very successful. And the people are very successful. And we’ve had an incredible history but all that did was build an incredible foundation for future success as well. And we can’t forget the fundamentals and that’s The PREMIER Way and our views and values.

Dana: The PREMIER Way says how we are going to interact with our customers. We’re going to treat our customers with respect. We’re going to treat them all equally and that they are all important no matter what business they’re in, whatever walk of life they come from, whatever their current financial situation is, everyone should be treated with respect, with confidentiality, and uh, should be treated as outlined in The PREMIER Way. That’s what makes our customers want to come back and do business with us.

Miles: Then you tie in the community and I think it’s really about laying out the expectations. And again, The PREMIER Way is an expectation, its our views and values, it’s what we expect out of our employees and out of Dana and myself, as well. We’re all there to hold each other accountable for it. But at the same time, our expectation for everyone is to get involved and volunteer every single year for at least one organization in the community. And what we say is, we will give the staff, the team the tools to be successful. If they’re successful, our organization is going to be successful. But if the community is not successful, we as an organization would truly not be successful. So everyone has to get out and be involved in the community as well.

Dana: Part of The PREMIER Way is we are walking billboards. All of us are representing PREMIER within the communities we serve. It’s important that we take that concept to heart. That we do represent our company and that we’re all proud of each other and proud of our organization. I think that’s the magic of The PREMIER Way.

[music] Graphic: The PREMIER Way