Intro Stuff

<aside> ♿ Accommodations These policies are designed to be appropriate in most situations, but if you have a disability that necessitates an accommodation, you can request one by following these steps.


We’re all adults

This document contains a lot of information about company culture, policies, and expectations. It’s essential that we are all on the same team, working toward common goals. At the same time, we are all different, and it is not in anyone’s best interests for everyone at LACRM to behave exactly the same. You aren’t an automaton, and we don’t want to treat you like one.

Finding the right balance between these two (sometimes-conflicting) goals can be tricky, but we try our best. When it comes to being committed to serving our customers, acting ethically, and respecting our co-workers, we will all be held to the same uncompromising standards. There is zero wiggle room when it comes to these axioms. However, in most other matters, we want to give you the freedom to be yourself. As a result, this document contains a combination of some rigid policies and general guidelines. Given the latter, you are being trusted to use your best judgment.

If there is some policy or guideline in this document that you feel is unnecessarily restrictive, feel free to bring it up with Tyler or Michael and we’ll be happy to see if there’s a way to accommodate you. No promises, but we’ll do our best.

That said: Keep in mind that flexibility is a privilege. Don’t intentionally abuse the loose guidelines and you should be fine. If we feel that you are abusing the status quo, we will consider tightening the guidelines just for you or for the entire company, depending on the situation.

Different roles

This document applies to everyone working at LACRM, but the policies and guidelines aren’t necessarily the same for everyone. Different rules will apply to different people depending on their roles at the company. There are three primary types of roles:

Customer work

Anytime you’re talking to a customer, be it via email, phone, or in person, you are doing customer work. In general, this is the most restrictive role in terms of policies, because engaging with customers is our most important and sensitive type of activity.

Group work

If you’re working with other LACRM employees, that’s group work. Since your actions in this category affect your colleagues in addition to yourself, we’re moderately strict about rules in this category -- but not as strict as customer work.

Solitary work

If you’re working on a project that is almost entirely your responsibility and doesn’t require much collaboration with other LACRM employees or customers, that’s solitary work. For the most part, policies surrounding solitary work are very relaxed because as long as you get your work done, how you go about working is your own business.

You will probably have different roles at the company, and you can behave differently depending on your current role. For example, CRM Coaches spend most of their time doing customer work, but their 20% time might involve group or solitary work. Managers are mostly engaging in group work, but might transition into customer work if a support issue gets escalated to them. Programmers spend most of their time in solitary work, but dip into both other categories. You get the idea.

We will discuss how different policies apply to the different roles later in this document, but please keep these three types of roles in mind as you read.

Office policies and etiquette

Now it’s time to get to the nitty gritty details of working at LACRM. In this section we’ll talk about everything you need to know to work here. Of course, if you have any questions that aren’t covered here, bring it up with your supervisor.