1. Focus on the user and all else will follow.
FLYER starts with users and work backward. We work vigorously to earn and keep users trust. We obsess over users.
Every FLYER’s members are owners. We need to think long term and don’t sacrifice long-term value for short-term results. People act on behalf of the entire company, beyond just our own team. We never say “that’s not my job.”
3. Invent and Simplify.
We expect and require innovation and invention and always find ways to simplify. We’re are externally aware, look for new ideas from everywhere, and are not limited by “not invented here.” As we do new things, we accept that we may be misunderstood for long periods of time.
4. Are Right, a Lot.
FLYER’s members need to be right, a lot. We need to have a strong judgment and good instincts. We seek diverse perspectives and work to disconfirm our beliefs.
5. Learn and Be Curious.
FLYER’s people are never done learning and always seek to improve ourself. We are curious about new possibilities and act to explore them.
6. Hire and Develop the Best.
FLYER’s leaders raise the performance bar with every hire and promotion. They recognize exceptional talent, and willingly move them throughout the organization. Leaders develop leaders and take seriously their role in coaching others. We work on behalf of our people to invent mechanisms for development like Career Choice.
7. Insist on the Highest Standards.
FLYER’s leaders have relentlessly high standards; many people may think these standards are unreasonably high. Leaders are continually raising the bar and drive their teams to deliver high-quality products, services, and processes. Leaders ensure that defects do not get sent down the line and that problems are fixed so they stay fixed.
8. Think Big.
Thinking small is a self-fulfilling prophecy. FLYER’s leaders create and communicate a bold direction that inspires results. They think differently and look around corners for ways to serve customers.
9. Bias for Action.
Speed matters at FLYER. Many decisions and actions are reversible and do not need extensive study. We value calculated risk taking. We built FLYER around the idea that work should be challenging, and the challenge should be fun.
Accomplish more with less. Constraints breed resourcefulness, self-sufficiency, and invention. There are no extra points for growing headcount, budget size, or fixed expense.