Repeatability

Clear Nonnegotiables

117

of e-mails from employees all over the company, further com-

pressing the distance from the CEO to the front line.

The core values were made central to hiring criteria, and team

members were given an evaluation form to provide input on

whether they felt every hiring candidate would stack up on these

values. Annual reviews and 360-degree feedback mechanics were

put in place, built heavily around behaviors to reinforce the compa-

ny’s mission and the values. Patients filled out cards for caregivers

they felt fulfilled these values, and awards were given at each branch

(scholarships for children, paid vacations, best parking spots, etc.),

where all the patient cards were read out loud for winners.

Metrics followed next.