business
values
handbook
Martin’s Properties (Chelsea) Ltd
36 Walpole Street
Chelsea, London SW3 4QS
020 7730 5092 | www.martins-properties.co.uk
the way we do business
Introduction
This booklet is intended to highlight
and define Martin’s Properties purpose
as a business and employer, its shared
core values and how they relate to each
of us in the workplace.
Our Purpose
“To be a commercially strong property
investment and development business which
is visionary, ethical and performs in ways that
are sustainable and profitable for the benefit
of our customers, our staff, shareholders and
the communities in which we operate.”
the way we do business
What are values?
The purpose of our business can also be said to be what it exists for.
Our values are our guiding principles.
By defining these two, purpose and values, and putting them
together, we are giving the business and its team clarity which
will provide strength for us all as we grow.
While our business strategies and operational structure will evolve
constantly in response to the changing world, our purpose and
values will remain constant. The business’s values are evident in
all we do, how we conduct ourselves and how we interact with
customers and colleagues. We believe that they are particularly
important in allowing us to run the business along the best
professional lines whilst at the same time maintaining the feel
of our heritage as a family business.
In describing the values laid out in the booklet we have sought
to challenge ourselves to continually strive for improvement.
Most importantly, they apply to us all in equal measure and are
non-negotiable.
Our Values
01
We value our customers
02
We are one team
03
We are open and honest in our communication
04
We trust and respect the individual
05
We operate to the highest professional standards
06
e make a positive impact on our community
W
and the environment
07
Above all, we act with integrity
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We value our customers
01
• Offering convincing reasons why our customers should select us.
• T aking time to ensure we have a clear and in-depth understanding
of our customer’s needs, identifying the issues which matter to
them, their businesses and their families.
• Responding proactively to our understanding of customer
needs and their direct requests for support.
• Seeking to exceed customer expectations, achieving customer
satisfaction and loyalty by delivering superior customer value.
• Differentiating from our competitors through our market
leading customer-centric service delivered in a timely and
courteous manner.
We are open and honest
in our communication
We are one team
02
• Our business is founded on trust and inclusion.
• Supporting colleagues in the delivery of their objectives.
• Gaining strength from interdependence, collaboration and unity.
• Being aligned around common goals.
• Valuing the relationships that we have with each other.
• S triving to achieve synergies across the business, encouraging
accountability and ownership and working together towards
the delivery of common goals.
• Developing a culture of individual commitment to the group effort.
03
•V
aluing and encouraging feedback, which is given
and received in a constructive, business-focused,
non-personal way.
• Developing mechanisms to foster information
sharing in a candid, open and timely manner.
• Saying things as they are and encouraging others
to share their opinions, both positive and negative.
• Valuing all ideas and opinions.
• Seeking first to understand – taking responsibility for
seeing other viewpoints – and second to be understood.
• Addressing problems and conflicts in a timely, honest
and respectful way - working together to find solutions.
the way we do business
We operate to the highest
professional standards
05
• Maintaining an attitude of constant improvement in our
professional and ethical dealings.
• A
lways seeking to learn from our mistakes and to perform to the
highest level we can.
• R
eliably executing our individual responsibilities – our customers
know that they can trust us to deliver what we say we will deliver
when we say we will deliver.
• R
emaining flexible to recognise and adapt to the changing needs
of the marketplace.
We trust and respect the individual
04
• Creating opportunities for the development of skills and capabilities.
• Encouraging innovation and recognition.
• T reating people fairly at all times – avoiding prejudice and
keeping an open mind.
especting the work that others do and being prepared to
• R
recognise effort even when the results don’t work out as desired.
• Developing a culture of appreciation and “no blame.”
• T here is no place in our business for gossip, victimisation
or negativity towards others of any kind.
We make a positive impact on
our community and the environment
06
• Understanding how our activities impact on our community,
making the most beneficial choices for the community
wherever possible.
• Promoting social responsibility and actively supporting the
local community.
• S eeking green/ethical resources and encouraging environmentally
friendly business practices such as minimising printing/paper waste
and recycling.
• Actively encouraging and supporting the charitable or fundraising
activity any team member may undertake.
Above all, we act with integrity
07
• Doing what is right, no matter what the circumstances.
• Making the right and honest choice, considering at all times the shared
values of the business.
• Rapidly identifying and dealing with all breaches of integrity.
• Recognising it is possible to deceive by omission as well as commission.
the way we do business