Next month will mark 13 years for me at PRMI. It feels just like yesterday I was learning where the break room was! During this time, I've had the privilege of watching our teams navigate challenges, celebrate wins, and occasionally stumble through the inevitable learning moments that come with daily life and serving customers. Through years of leadership experience, I've learned that certain principles make organizations truly effective—and it all comes down to one fundamental truth: we all “Sweep the sheds;”. It’s a phrase I’ve borrowed from the world-class New Zealand rugby team, the All Blacks. On this rugby team, even the star players clean their own locker room after the game. Why? Because no one is above the team – no matter how talented. Greatness starts with personal responsibility.
Reliability: The Foundation of Trust
After over 28 years as a Combat Engineer in the Utah Army National Guard, and now serving as the First Sergeant for the Utah Training Center where military units from all over the nation come to train, I've learned that trust comes down to one thing: knowing the people beside you will do their job when it counts. In military operations, you have to trust that your flanks are secure so you can focus on your mission. In many situations, lives literally depend on that kind of reliability.
The same principle applies in business. Clients need to know they can count on consistent, predictable support. When they call, someone answers. When we commit to a timeline, we hit it. When problems come up, we own them and fix them.
Reliability isn't flashy work. It's the straightforward commitment to doing what you said you'd do, when you said you'd do it. It's showing up prepared every time. It's treating small commitments with the same seriousness as big ones. Your reputation gets built through hundreds of these moments—one reliable interaction at a time.
No Task Too Small, No Rank Too High
In high-performing organizations, there's an unwritten rule that resonates deeply with customer service: no job is beneath anyone, regardless of title or position. Whether you're a new team member or a seasoned executive, when the sheds need sweeping, you grab a broom. The mission comes first, and in any organization, that mission should be delivering exceptional service to every customer, every time. I've seen account managers jump on weekend calls to troubleshoot urgent issues. I've watched leadership teams personally follow up on client concerns that could have easily been delegated. This isn't micromanagement—it's ownership. When everyone embraces the "sweep the sheds" mentality, customers notice. They feel the difference between organizations that talk about service and ones that live it.
Accountability: Where the Buck Stops
Here's where strong leadership principles really shine in any organization: accountability flows upward, not downward. When something goes sideways with a client relationship, the first question shouldn't be "Who messed up?", but rather "How do we fix this, and what processes or training do we need to focus on to prevent it from happening again?". True accountability means creating an environment where teams feel safe to raise their hand and address problems early, propose solutions, and take ownership of outcomes—both good and bad. It means celebrating the team member who identifies a potential issue before it becomes a crisis. It means recognizing that the best customer service often happens in the moments when things don't go according to plan.
Mission-First Mindset
At the end of the day, exceptional customer service isn't always about perfection—it's about commitment. It's about approaching every client interaction with the same intensity and focus that drives successful operations in any high-performing organization. Clear objectives, thorough preparation, seamless execution, and honest, open feedback. Our mission is to be the partner our customers can rely on, regardless of the complexity of their needs or the pressure of their timelines. Organizations accomplish this mission not through individual heroics, but through collective commitment to excellence. They accomplish it by remembering that everyone sweeps the sheds.
The next time a client calls with an urgent request, or when you spot a potential issue brewing, remember: this is the moment to demonstrate what sets truly exceptional organizations apart. This is where commitment to service excellence proves itself to be more than just corporate speak—it's how the best teams operate every single day.