Our culture is built on two pillars: The Outward Mindset and our 28 Fundamentals. Together, they guide how we work, how we serve our customers, and how we treat each other.
These aren't just words on a wall—we discuss them in daily huddles, write about them weekly, and live them every single day.
Adam & Son's culture is built on two main principals that guide how we work together and serve our customers.
Taught by the Arbinger Institute
We treat our co-workers as human beings versus the title or role they have in the company. When we onboard a new hire, we explain to them their number one job is to make sure the coworker next to them is successful in doing their job.
This includes their boss—how can they make their boss's job easier? When each team member is focused on the person next to them, the entire company lifts.
"Your number one job is to make the person next to you successful."
Created by David Freedman
Each week we focus on one of our 28 fundamentals. In every daily huddle at both locations, we start the meeting discussing that week's fundamental.
Each week, one team member writes a message to everyone in the company sharing their thoughts and perspective on the fundamental. After we go through all 28, we start all over again.
It becomes ingrained in who we are.
"These aren't just words on a wall—we live them every single day."
At Adam & Son, we believe that well-rested, fulfilled employees deliver the best service. That's why we've embraced the 4-day work week for our team.
An extra day off each week means our technicians come to work refreshed, focused, and genuinely happy to be here.
Rested minds make fewer mistakes. Our team's improved focus translates directly into higher quality repairs for your vehicle.
Our team gets more time with their families, pursuing hobbies, and recharging—making them better at everything they do.
Studies show that the 4-day work week increases productivity, reduces burnout, and improves employee retention. For us, it's simple: when our team thrives, our customers benefit. You'll notice the difference in every interaction—from the friendly greeting at the front desk to the meticulous care taken with your vehicle. Happy employees create happy customers, and that's the Adam & Son way.
Below are the 28 fundamentals that shape every interaction with our customers, every decision we make, and every relationship we build. These are discussed weekly in our daily huddles and written about by team members throughout the year.
Demonstrate an unwavering commitment to doing the right thing in every action you take and in every decision you make, especially when no one's looking. Always tell the truth, no matter the consequences. If you make a mistake, own up to it, apologize, and make it right.
Demonstrate a passion for excellence and take pride in the quality of everything you touch and everything you do. Have a healthy dislike for mediocrity. Good is not good enough. Always ask yourself, "Is this my best work?"
Demonstrate a relentless solution focus, rather than pointing fingers or dwelling on problems. Identify lessons learned and use those lessons to improve ourselves and our processes so we don't make the same mistake twice. Get smarter with every mistake. Learn from every experience.
Do what you say you're going to do, when you say you're going to do it. This includes being on time for all phone calls, appointments, and meetings. If a commitment can't be fulfilled, notify others early and agree on a new deliverable to be honored.
Create clarity and avoid misunderstandings by discussing expectations upfront. Set expectations for others and ask when you're not clear on what they expect of you. End all meetings with clarity about action items, responsibilities, and due dates.
Listening is more than simply "not speaking." Give others your undivided attention. Be present and engaged. Minimize distractions and let go of the need to agree or disagree. Suspend judgment and be curious rather than jumping to conclusions.
Speak honestly in a way that helps make progress. Say what you mean, and be willing to ask questions, share ideas, or raise issues that may cause conflict when necessary for team success. Address issues directly with those involved or affected.
Take personal responsibility for making things happen. Respond to every situation by looking for how it *can* be done rather than why it can't. Be resourceful, show initiative, and see issues through to completion.
Recognize people doing things right rather than pointing out when they do things wrong. Regularly extend meaningful acknowledgment and appreciation in all directions throughout the organization.
While our passion for excellence is real, remember that the world has bigger problems than the daily challenges of work. Keep perspective. Don't take things personally or take yourself too seriously. Laugh every day.
Respond to questions and concerns quickly—whether in person, on the phone, or by email. Acknowledge receipt, communicate progress, and keep others updated on outstanding issues.
While effort is important, people expect results. Follow up on everything and take responsibility to ensure tasks are completed. Set high goals, measure progress, and hold yourself accountable.
It's all about the experience. Do the little things and the big things that surprise people. Make every interaction stand out for its helpfulness and create a "WOW" factor that turns customers into raving fans—both internal and external.
Work from the assumption that people are good, fair, and honest. Set aside judgments and preconceived notions. Give others the benefit of the doubt.
Regularly evaluate how we work to find ways to improve. Don't be satisfied with the status quo. "Because we've always done it that way" is not a reason. Guard against complacency.
Take personal responsibility for making things happen. It's never someone else's job or fault. If you see it, own it, and make sure it gets done.
Get to know clients and coworkers on a personal level. Talk more and email less. Strong relationships help us navigate difficult issues and challenging times.
It's not about you. Don't let ego interfere with what's best for the team or the customer. Focus on advancing team goals, not personal credit.
We are all responsible for our company's image and reputation. Consider how your actions reflect on the organization and be a proud ambassador.
Choose a joyful, optimistic, and enthusiastic attitude. See the good in others. Your attitude is contagious—spread positive energy.
Be an active part of your community. Give back with time, effort, and resources when appropriate. Every contribution matters.
Be willing to do the mundane and ordinary tasks needed to get the job done. Nothing is beneath anyone. If you see it, take care of it.
Think from others' perspectives. Discover what they need and find solutions that meet their needs while fulfilling your own. Win/win solutions last longer and work better.
Your appearance reflects the pride you take in your work. Dress neatly and professionally. Keep facilities clean, organized, and professional.
Know your audience. Speak and write clearly. Avoid jargon, acronyms, and internal language. Use the simplest explanation possible.
Understand your customers' challenges and frustrations. See the world from their perspective so you can better anticipate and meet their needs.
Make working with you easier. Provide clear instructions, do more rather than less, streamline processes, and be ridiculously helpful.
Be open to learning from others regardless of role, age, background, experience, or tenure. Better decisions come from multiple perspectives.
When we say we'll "do the right thing, always" and "speak straight," you get honest recommendations without sales pressure. We tell you what your car needs—nothing more, nothing less.
Our commitment to "make quality personal" and "deliver results" means every repair is done right the first time. We stand behind our work with a 5-year warranty.
Being "a fanatic about response time" means we respect your time. Quick estimates, clear timelines, and regular updates—we keep you in the loop.
We "walk in your customers' shoes" and "invest in relationships." You're not just a transaction—you're a neighbor, and we treat you like family.
These fundamentals aren't just theory—they're how we operate every single day. Come visit us and see the difference for yourself.