Why we do what we do

Guiding Principles is defined as “a set of moral values that establishes a framework for expected behavior and decision-making.”

The basic tenets of any company can be divided into three parts…its Expertise, Experience, and Character (do they adhere to a set of principles). The first two are typically easy to see or prove up. Character is a lot harder to discern. In fact, we often only know when someone, or company, doesn’t have character. They’ve disappointed us, let us down, or simply didn’t do the right thing. We only see the lack of character.

Well, we want to change that. And the first step is to put it out there. We want you to know what we stand for, how we’re measured and judged, and tell you what drives us.

At RCA Global, we have a set of guiding principles…principles that ground us, guide our actions, and help us foster meaningful and long-lasting relationships. Those guiding principles are…
Personal Responsibility
Free Choice
Hard Work
Self Awareness

They are not only extremely knowledgeable about the many facets of the process, they are willing to go above and beyond in every capacity...

Dr. Diane Lide, Frisco Pediatric Dentistry

Our promise to you

We’ve found few companies who are willing to put their guiding principles in writing. Maybe they don’t have any or simply don’t want to be held accountable if they fall short. Our guiding principles determine how we work with clients, the promises we make. We call this our Client Bill of Rights and we believe you should know your rights, the promises we’ve made to you, and just as important let us know when we’re not delivering on them or have fallen short.

1. High Integrity:

  • Honest, ethical and transparent.
  • Trustworthy...Do the right thing, every time!
  • Represent the Client’s interests ahead of self or others.
  • Disclosure of known, or potential, conflicts of interest.
  • Privacy and confidentiality respected, protected and managed responsibly.
  • Keep promises and deliver as expected.
  • Acknowledge and take responsibility for mistakes or errors.
  • Committed and steadfast throughout the entire engagement.

2. Client Advocacy:

  • Fiercely protect Client’s interests from potential abuses, threats or unqualified advice.
  • Act as an intermediary between client and other service providers to bring about agreement, consensus, or reconciliation.
  • Encourage and respect family and/or other Client support systems.
  • Respectfully and professionally collaborate with client’s other service providers.

3. Open Communication:

  • Two-way communication with feedback loop.
  • Timely and relevant, and respects Client’s preferred method of communication.
  • Direct, professional, and respectful.
  • Forthright and honest, not just what Client wants to hear.
  • Be patient when explaining complex concepts or topics.

4. Dependable Service:

  • Responsive, reliable, and resolute.
  • Proactive, resourceful, and best-in-class follow-through.
  • Consistent client service experience from all company employees.

5. Exemplary Results:

  • As proposed, on time, and within budget.
  • Solution oriented.
  • Deliver creative, “outside the box” strategies and problem solving.
  • Celebrate successes.

6. Strong Client Relations:

  • Non-judgmental, humble, and supportive.
  • Reduce Client’s stress and anxiety.
  • Identify and mitigate Client’s risks and liabilities.
  • Encourage, listen, and validate questions, concerns, and comments.
  • Client feedback is acted on...implemented thoroughly, decisively and timely.

7. Unparalleled Expertise:

  • Exhibit high-levels of industry-specific expertise and proficiency.
  • Broad general knowledge of industry-related subject matter.
  • Experienced, prudent, and exercises sound judgment.

8. Rigorous Project Management:

  • Ongoing monitoring and oversight.
  • Detailed project or implementation timeline and checklist.
  • Timely communication of project challenges or complications including recommended action items.
  • Frequent updates of project status and timeline.

9. Bona fide Fees:

  • Judicious and sensible.
  • Scope of services and related fees are clear, understood and agreed to prior to commencement.
  • New or additional charges or fees are satisfactorily communicated (why and how much) and require Client pre-approval.
  • Invoicing and payment processing is easily understood, convenient, and user friendly.
A copy of our Client Bill of Rights can be found here and is available for download.

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