The Orvis Culture
A Roadmap for Your Success
Our customers are incredibly consistent in how they describe the Orvis brand: authentic, customer-focused, and dedicated to being absolutely right in product and service. It has taken us more than 150 years to gain that reputation, and it is one we cherish.
We firmly believe that the only way for Orvis to achieve its vision to be the most respected lifestyle brand in America is to build a company culture that is supportive and inspiring to our associates. We hope this document will prove helpful to you in defining that culture. It is divided into Core Values - the essentials at Orvis, and Pathways to Excellence - the secrets to excelling in our company.
Our Core Values
The Customer is Always Right
"The customer is always right, even when you know he/she is wrong," is a phrase that was coined by our Chairman Leigh Perkins early in his stewardship of Orvis.
Our goal is to always exceed our customers’ expectations. We empower our associates to do everything possible to surprise and delight our customers with personal and friendly service. You should display the same commitment to exceeding our customers’ expectations when dealing with internal customers—other departments, co-workers, and other locations.
Pride of Ownership
At Orvis, we do not sell what we, ourselves, would not be proud to own or give as a gift. "Good enough" is not our standard. Our products and services must be absolutely right for our long-term success.
Integrity and Mutual Respect
Every associate, customer, vendor, and candidate deserves to be treated with integrity and respect at all times. The principle of mutual respect has been a long standing core value at Orvis and one that must be exemplified at all levels in the company.
We are a performance-based company. We want all of our associates to feel the pride that comes from performing well and contributing to a common goal. All associates deserve to know how their performance is measured and how they are doing. We use KPM’s (Key Performance Measures) and Personal Development Goals to help all associates reach their potential.
Giving Back – Our Commitment
In the words of our CEO Perk Perkins, "If we are to benefit from the use of our natural resources, we must be willing to act to preserve them."
The most gratifying aspect of our success is the ability to make a meaningful difference in the world. We do that in many ways – such as joining together to volunteer in our communities. Orvis commits 5% of annual pre-tax profits to protecting nature, supporting our communities, and advancing canine health and well-being.
Pathways to Excellence
Propel the Orvis Brand
The strength of our brand gives Orvis huge advantages in the marketplace and differentiates us from the pack. Here are our eight brand attributes—which we call our brand DNA:
There are endless opportunities to reinforce these attributes in the many things Orvis does. Those who find and use those opportunities to incorporate the Brand DNA in their work will thrive. Those who miss those opportunities or stray from the Brand DNA will find advancement in the company more challenging.
Implement Your Ideas: The IFB
We encourage our associates to propose ideas to improve our processes, procedures, and products through the IFB ("I Firmly Believe") protocol. An IFB is a well-thought-out proposal that defines the purpose, risk, and reward of implementing a new idea. Associates who develop and champion IFB’s are highly regarded for their active participation in advancing the company.
Our most successful associates are self managed: responsible, dependable, and accountable for their actions. They do not wait to be asked to do something. They realize they are trusted to do their jobs well and ask their supervisors when clarity is needed. Our best associates are people who are open, honest, down-to-earth, not defensive, and work to help each and every coworker succeed. Advancement comes more readily to those who take on responsibility, initiate improvements, and make decisions.
If you think like the customer and consider everything we do as if you were the customer, your ideas and suggestions will make the greatest contribution. There are many ways for customers and associates to make suggestions, including our Bug Tracker system, online customer reviews, and more. We encourage all associates to help us improve the customer experience. Those who find it natural to “be the customer” do well at Orvis.
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100% customer satisfaction has been our commitment since 1856. It's who we are. If you aren't happy with a product or service, we want to know about it. And we'll make it right.
THAT'S THE ORVIS WAY.
Orvis Commits 5% of pre-tax profits to protecting nature.
“If we are to benefit from the use of our natural resources, we must be willing to act to preserve them.”
– Perk Perkins, Chief Executive Officer, The Orvis Company
Copyright 2019, The Orvis Company Inc. Since 1856.