The Who

The WHO addresses us as individuals and as a team. Collaboration is the key to success for a people business and a platform business, of which we are both. But true collaboration can only exist when there is mutual trust, coordination and collaboration through shared practices and expectations.

That is why we have such a strong focus on our shared values and behaviors. None of us is an individual contributor. No single person in this company can be successful if their peers are not accountable to their roles. Everything we do is interconnected and we all must operate with excellence if we are to collectively succeed.

At the heart of BSE lies the foundation that defines who we are as a company: our WHO. This is not just a concept – it is the essence of our organization, rooted at the base of our Pyramid because it underpins everything we do. Our WHO is what defines us as a team, how we live our values, and our commitment to one another to achieve our shared goals every single day.

The WHO is shaped by two critical components: Values and Behaviors.

Why Values Matter

• Decision-Making: Our Why, together with our Values give us clarity in complex situations.
• Team Alignment: Shared values create unity, enable faster decisions, and drive improved performance. Feedback grounded in our values is key to building alignment.
• Motivation: Values connect us to our purpose and keep us inspired to work toward common goals. People want to be in the company of people with whom they share values – bring people together and motivate them and then towards common goal.
• Trust: By clearly defining what we stand for, our values cultivate loyalty and trust.

Inherent in each of these values are implied behaviors that are natural extensions of the value.

INTEGRITY: Be intellectually honest at all times and demonstrate highest professional and ethical standards.

Some behaviors associated with Integrity may include asking questions, respectfully dissenting, speaking up, engaging in self-examination and reflection. Practicing integrity is akin to the adage, when you see something, say something. It is your obligation to raise an issue or concern rather than let it go unaddressed.

CARE: Care for everyone and everything around us. Practice empathy, respect, and inclusion to promote an environment of excellence and success.

Care can manifest in the workplace in many ways but some obvious behaviors such as empathy to other people’s circumstances, knowing when to challenge someone and when to lend a hand. Behaviors such as being on time, not making others wait, not withholding information are other examples of how to respect your peers. Of course, there are other ways to engage in care by serving as a sounding board and mentor and exhibiting understanding and tolerance.

GROWTH MINDSET: Develop ourselves and those around us, experiment, learn and improve from everything we do.

Growth mindset has become a popular phrase in workplace culture. At BSE, it speaks to being an active student and teacher, at every stage of your career. Working together, in person, fosters greater collaboration and ideation and allows both managers and reports to grow their skills and push the boundaries of creativity. Mentorship is a clear behavior implied by growth mindset.

ACCOUNTABILITY: Deliver on our word, take responsibility for our actions, and work in the interest of our team.

Don’t pass the buck. Own your decisions, good and bad, and use them as teachable moments. The sum of the team is greater than its parts – what is good for the team is good for you.

Behaviors:

Our Complementary Behaviors are additional tangible expressions of our values. They may not be tied directly to a company value, but they are part of our commitment to ourselves and one another. By aligning on these behaviors, we ensure consistency, collaboration, and cohesion across the organization.

Act With Urgency

• Time is always important – move with speed, be responsive, and don’t delay others
• Get stuff done! Save unnecessary steps, remove inefficiencies, and get to an outcome
• Be willing to sprint when necessary; and recover and replenish when possible

Collaborate

• Proactively communicate with others so they are in the best position to succeed
• Be transparent with what you do and why you are doing it
• Exercise your obligation to dissent
• Celebrate your peers for their successes

Have a 'Can Do' Approach

• Be open-minded to new things and embrace change
• Be nimble, creative and resourceful to find ways around challenges
• Do the hard things with grit, and have the resilience to move forward

Take Ownership

• Manage company resources as if they were your own
• Put the brand promise, the integrity and the long term good of the company in mind at all times
• Always be a host and focus on the customer experience – we are in hospitality, and we create experiences

Values and Behaviors:
Interconnected for Impact

Our values and behaviors are inseparable – they work in harmony to define our culture and drive our performance. For example, having a Growth Mindset requires a willingness to Adapt and embrace change, while Acting with a Sense of Urgency ensures that we meet ambitious goals efficiently, without compromising on quality.

Our values and behaviors are not just about what we stand for – they also define what we do not tolerate. For example, Care does not mean avoiding constructive feedback to spare someone’s feelings; true care involves helping others grow and succeed. Similarly, Acting with a Sense of Urgency does not mean sacrificing quality or pride in our work for speed.

There may be other business where the human element is perhaps less critical. In ours it is paramount and winning is dependent on individual and team excellence, with us all sharing a set of values, pushing ourselves and one another.

What does this mean for each of us?

This book captures what we value and what matters most. But documenting these ideas is only the beginning – what truly matters is putting them into action.

The principles outlined here must resonate with each of us. We must all be fully aligned with our goals, willing to embody our shared values, and practice our core behaviors.

That’s why we’re wrapping this up by making a commitment to one another: a shared responsibility, a social contract if you will, to always uphold these values. It’s an obligation to ourselves, and to each other – to stay accountable and make them real.