ATI Fundamentals

Integrity is not about convenience. It’s an unwavering commitment to do the right thing in every action we take and in every decision, we make, even when no one’s looking. Make decisions that build strong, trusting relationships. 

We each have a finite amount of time to work. Make the most of each day by approaching every task with energy, focus, purpose, and enthusiasm. Maximize your contribution by making the most effective use of your time. 

Our own egos and personal agendas must never get in the way of doing what’s best for ATI. Don’t take challenge personally or defensively. Being concerned with who gets credit, who looks good, or who looks bad is counterproductive. Make sure every decision is based solely on what will best advance ATI’s goals. 

At ATI, we don’t do good, we do great. Take pride in the quality of everything you touch and everything you do. From the way you create a proposal to the way you answer the phone, from the way you set up a classroom to the way you fill out paperwork, always ask yourself, “is this my best work?” Remember that absolutely everything “speaks” to our members, and everything you touch has your signature. Sign in bold ink. 

We appreciate effort, but we reward and celebrate results. Set challenging goals, and then go after them. Don’t shy away from metrics or accountability. Numbers are the best tools we have to help us understand how we’re doing and how we can improve our performance. Holding ourselves accountable for results is a reflection of our commitment to our mission. 

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 average person from the superstar. Be a superstar. 

Constantly evaluate and reevaluate every aspect of your job. Don’t be satisfied with the status quo. The most successful people and organizations are in a never-ending pursuit of improvement. 

Identify what you don’t know and find a way to learn it. Ask for what you need and take full responsibility for your success. There’s no room for victims in a high-performance organization.

From the very first sales call to the last coach call, our success is based on adherence to best practices developed and honed from years of experience. Leverage these best practices to generate consistent results.

Our members are counting on us, and we’re counting on each other. Do what you say you’re going to do, when you say you’re going to do it. If a commitment can’t be fulfilled, notify others early and agree upon a new commitment to be honored.

Every one of us has customers, whether they’re internal or external. Our most important job is to blow away our customers with extraordinary service. Know what your customers need and expect of you, and then do more.

Members call upon us when they’re worried, vulnerable, and often heartsick, when their dreams seem to be slipping away. Listen to and understand their concerns. People don’t care how much you know until they know how much you care. Bring them the peace of mind that comes from knowing they have a partner on their path to success. Devote your unbridled energy, enthusiasm, and passion to helping us help them turn their dreams into reality. 

Listening is more than simply “not speaking.” It’s giving our undivided attention to the needs and priorities of others. Set aside your own judgments and preconceived notions. Listen with care and with empathy. Most importantly, listen to understand.

Learn to understand the beliefs that members and associates hold that may be limiting their ability to achieve their goals. Helping them to let go of these beliefs is often the first step on the road to their dreams.

Say exactly what you mean. Putting a “spin” on what you communicate often leads to confusion and poor decision-making. While it’s imperative to be mindful of the way in which our message is delivered, only the unvarnished truth allows us to understand with the clarity necessary for success. 

Blame has no place in a high-performance organization. Fix mistakes by focusing on solutions, not on whose fault it was. Use these situations to learn, and then apply that knowledge by improving our processes to reduce the likelihood of repeating the same mistake. Get smarter with every mistake. 

We judge situations not by what happens, but by how they compare to what we expected to happen. Nearly every misunderstanding can be traced to a difference in expectations. Learn to create mutually understood expectations in every situation. 

Nothing stays the same. Change creates energy and excitement. Be inspired by both the challenges and the possibilities that change brings. The better and faster we are at adapting to change, the stronger and more successful we become as a company.

Your personal appearance makes a strong statement about the pride you take in your performance. Dress neatly and professionally. The appearance of our office makes a similar statement about the quality of our work. Take responsibility to ensure that everything a member sees is clean, neat, and professional. It’s not someone else’s job. It’s everyone’s job.

Be on time for all appointments, phone calls, meetings, and promises. How you manage time sends a message about how you respect others and how you value your own commitments.

Positive feedback is a tremendous energy source. Regularly give, receive, and ask for meaningful (timely, specific, impactful) appreciation and acknowledgment.

There’s always more to the story than you think. Learn to ask questions and gather the facts before jumping to conclusions and making judgments. Be curious about what other information might give you a more complete picture.

We care deeply about and support one another. This includes our associates, our members, and our partners. Look for meaningful opportunities to create personal connections that make a difference. 

Laughter is like a lubricant that helps to grease ATI’s gears. When we stop having fun, we lose the passion, energy, and enthusiasm to help people achieve their dreams. Be light-hearted and smile. Laugh every day.