The hour you find it, to the person who can act on it.
The steps
- Step 1 — Say it out loud the hour you find it — whoever found it, in a message or a phone call, whichever is faster
- Step 2 — Say it to the person who can act on it, not to the person who will be least upset — whoever found it
- Step 3 — Say what you already know and what you do not yet know, separately — whoever found it
- Step 4 — Say what you are doing about it next, even if the answer is that you are asking somebody — whoever found it
- Step 5 — If it reaches a customer, the head of that department is told before the customer is — the department head
What we never do
Holding it until the review, or until you have a solution. A problem with no solution said today beats a problem with a solution said on Monday.
Why this is written down
This is the company's first value written out as a practice. It is here because the value on its own does not tell anybody what to do at four o'clock on a Friday.
It comes from
Owned by Anil Mehta · last changed 26 Aug 2026