A glimpse inside Sticker Mule 

<YouTubeVideo videoId="-mObM5qdtus?rel=0&showinfo=0" />

We created Sticker Mule to be the best place to work and shop. It was an opportunity to test our ideas about what makes an ideal customer and work experience. So far, we have not shared much about our inner workings, but since [we are hiring](https://www.stickermule.com/careers#current-openings-list) we think it’s good to provide a glimpse at what it’s like here.

In addition to our factories in the US & Italy, we work from 17 countries and rely on metrics to self manage. Our metrics focus allows us have a lot of fun by freeing us to not worry about the small stuff. BBQs, relaxed travel, good food and [Vinny’s wine](https://stickermule.wistia.com/medias/b0fc3ikmii) help make this a great place to work. 

Of course, the best fun tends to be spontaneous and, fortunately, our iPhones captured a few of these moments along the way. Our new video gives you a look at our people, culture and some amusing moments. Check it out and, if you’re interested in joining the fun, [apply to join us](https://www.stickermule.com/careers). 

Our team comes from diverse backgrounds and 17 countries, but we're all united by a shared set of values. 

Introducing Sticker Mule Europe 

![Sticker Mule Europe](https://storage.googleapis.com/sm-content/blog/af8e2a2538fa77071d35559241cab1509667c1d3)

Our European factory is open for business.  Along with it, we have many improvements for our European customers, including: 
 
__Faster turnaround__
It's only 2 days transit time for most European countries. 
 
__Cost-effective shipping__
Shipping includes all brokerage and customs duties.
 
__VAT support__
Eligible businesses automatically have the VAT removed during checkout. 
 
__Local currencies__ 
Order using GBP or Euro depending on your preference. 
 
__Multi-lingual content__
We translated the majority of our content to 5 languages. 
 
__Local customer service__ 
We hired our first European customer service agents and began offering [multi-lingual support](https://www.stickermule.com/support/what-languages-do-you-support). 
 
During checkout, we automatically determine if your order will be manufactured in Europe and offer applicable shipping options. Your order must only include [products that we make in Europe](https://www.stickermule.com/support/what-products-do-you-produce-in-europe) to ship from Europe.

Our European factory is open for business!  Along with it, we have many improvements for our customers in Europe. 

The making of our new homepage video 

Our [home page](https://www.stickermule.com/) is the first interaction most visitors and customers have with our brand. Our previous home page video showed the ordering process, but lacked a story that focused on our customers. Here’s a behind-the-scenes look at how we created our new homepage video.

<WistiaVideo videoId="qwwgsbtbav" />

## Script
Instead of making a basic “how-to” video, we wanted to make something that was more inspirational and persuasive. To do this, we knew we had to tell a story – one that revolved around our customers. One blessing & curse with our business is that we have all sorts of different customers: big businesses, small businesses, non-profits, hobbyists, do-it-yourselfers, developers, designers... the list goes on. There isn’t just one “target customer” we go after, so we decided to focus our story on three: a startup, a do-it-yourselfer, and a designer.

With our personas selected, we focused on a few key features of Sticker Mule that we wanted to highlight in the script:

### Ease of use
- No file restrictions
- Mobile friendly

### Proofing
- Online proofs within 4 hours
- Unlimited revisions

### Speed
- Quick turnaround
- Free shipping

It was important to highlight the minor differences in how each person used Sticker Mule. For example, if we only showed someone uploading a photo from their phone that might turn away the designer who wants a pixel perfect print. But if we only showed the designer uploading a vector image that might turn away someone who doesn’t have graphic design skills.

After showing the entire ordering process, we focused on how each person used their stickers in real life. Easy ordering and fast shipping are great, but how they plan to use the stickers is the main reason people buy in the first place.

## Storyboard

A storyboard is a scene by scene drawing of how the video will look. We created a storyboard to plan the shoot and fix any potential pitfalls before we shot anything. We kept things simple by limiting the video to 4 different locations: Aaron’s office, Jess’ workspace, Brian’s desk, and a location that would tie in all three of them.

![Storyboard vs finished video](https://storage.googleapis.com/sm-content/blog/2f46e23cb97fb91c553a40b3324fcb9f1df24f76)

## Voiceover
We used the same voiceover pro to remain consistent with our other videos. One big advantage of using a voiceover (as opposed to on-camera dialogue), is that we didn’t have to worry about sound once we began filming. This made shooting and editing much easier and faster.

## Shooting
We shot the entire video in one day. This required a tight schedule for each location and set call-times for the actors. Luckily, each location was relatively close together, and everyone showed up on-time.

We kept the storyboard on hand as a reference to make sure each shot fit what we had envisioned.

<WistiaVideo videoId="rpcmc9d01e" />

For the final scene, we knew the timing was key. So we played the voiceover through an iPhone, which kept our camera movement and actors all in sync.

## Editing
We used a combination of Premiere Pro and After Effects for all the post production work on this video.

Since the ordering process is a key part of this video, we knew that whatever took place on the screens in the video had to look really good. But shooting a screen isn’t always easy and doesn’t always look as sharp as you would want it to. For this reason, we decided to overlay screencasts on top of the screens shot in the video. For the MacBook and iMac this was relatively easy, but the iPhone took some motion tracking and masking work to have it look realistic.

![Editing Sticker Mule's home page video](https://storage.googleapis.com/sm-content/blog/3e55e77faff205857f231219d199327935598642)

Instead of using straight-up screen capture footage, we recreated each scene and animated it in After Effects. This made all the movement perfectly smooth, and helped us with the next step: translating.

## Translating
Since the whole video was narrated via a voiceover this made translating very straightforward. However the on-screen scenes needed to be updated to have the localized versions of the site in each language. To make this easy, we used the Templater Rig After Effects plugin from Dataclay.

![Homepage video text](https://storage.googleapis.com/sm-content/blog/2f826187fe6b95ad4856ba701df6d7719033742c)

The Templater plugin allowed us to update each layer of text via a Google Sheet. We only had to animate the screencasts once, and we could easily change languages with a click of a button.

If you’re interested in seeing our homepage video in different languages here are the links. Just make sure you switch back to English (bottom right) when you’re done!

[Italian](https://www.stickermule.com/it#video)

[French](https://www.stickermule.com/fr#video)

[Spanish](https://www.stickermule.com/es#video)

[German](https://www.stickermule.com/de#video)

[Dutch](https://www.stickermule.com/nl#video)

[Portuguese](https://www.stickermule.com/br#video)

[Japanese](https://www.stickermule.com/jp#video)

## Conclusion
We’re thankful to have 100,000 customers that trust us to print their custom stickers, magnets, and poly mailers. It’s impossible to capture everyone’s unique story, yet we aimed to capture a representation of many stories in one minute and fifteen seconds.

And if you liked this video, you should [subscribe to our channel on YouTube](https://www.youtube.com/user/stickermule?sub_confirmation=1).

A behind the scenes look at how we made the video on our homepage. From script to post-production. 

Customer service principles 

Our aim has always been to be the internet’s favorite printer. To that end, we respond quickly and effectively to our customers to help them be as successful as possible. 

Although we can’t plan for every scenario in customer service, we use principles to give our team a framework for replying to customers. They are:

__1. Avoid negatives__

Avoid saying sorry, can’t, won’t, not able to, unfortunately and so on. People become adversarial when they read these words.

__2. Avoid patronizing__

Avoid saying anything that seems patronizing or insincere. Words like “sorry” and “appreciate” often seem insincere. Also, use exclamation points cautiously! 

__3. Be concise__

Respond in the fewest words possible. Practice by editing your responses after you write them to see if any words can be omitted. Practice editing your responses to omit needless words.

__4. Be comprehensive__

Do not leave anything to wonder, but do not overwhelm the customer with needless information.

__5. Ask coworkers for help__

Practice replying to difficult conversations with help from coworkers. 

__6. Don’t respond when upset__

Some customers are rude. Get help from a coworker or take a break if you're upset.

__7. Use saved replies__

Saved replies ensure consistency and we can report on their use to prioritize improvements.

__8. Tailor saved replies to fit the conversation__

Do not use saved replies exactly unless appropriate. Tailor replies to be clear and concise.

__9. Research the situation__

Retrieve all the facts surrounding a situation and craft your reply based on them.

__10. Research the customer__

Evaluate the customer's potential and tailor your response accordingly. 

__11. Use names__

For example, don't say "Thanks! Credit added!" say "Thanks Brian! Credit added!"

__12. Use screenshots to add clarity__

Take & share annotated screenshots to add clarity to replies when sensible. 

__13. Offer solutions & alternatives__

Use the information and experience you have to help customers discover the best possible option given the limits. 

__14. Develop FAQs when possible__

When new questions are encountered create public FAQs to document the proper response and potentially deflect inquiries. 

## Concluding thought
Of course, these principles don’t solve everything, but they lay a foundation for our team to build upon. 

To deliver outstanding service we also hire great people, relentlessly improve our training programs and collaborate with software development to devise elegant solutions to help customers. 

If you agree with these principles and are seeking an organization where exceptional people love to work, [we are hiring](https://www.stickermule.com/careers?ref=blog).


14 customer service principles that Sticker Mule uses to deliver great service to more than 100,000 customers. 

Our approach to compensation

Compensation is hard to get right. It's a tool to keep us aligned, but it's easy to design a compensation strategy with harmful side effects. Our obsession with simplicity serves us well so we opted for a strategy that’s easy to administer and understand. 

__Our approach is to pay above market wages for all positions.__ While many companies develop bonus programs that are difficult to understand and create undesirable incentives, our simple approach encourages financial discipline and long term thinking while reducing anxiety. 

## Encourage financial discipline
Doing more with less is the only way to pay exceptional wages. This incentivizes us to avoid wasteful spending, such as over hiring, and to be vigilant about hiring top performers, designing effective processes and avoiding low impact activities. Doing these well strengthens our ability to provide exceptional compensation for the long term. 

## Encourage long term thinking 
Bonus programs tend to encourage a short term focus by tying compensation to annual results. We hope our team retires at Sticker Mule. Paying above market wages encourages us all to be committed to making our company financially stable for the long term. 

## Reduce anxiety
Some companies use bonuses to compensate people because they can be reduced. This creates anxiety for both employers and employees. Employers stress about the disappointment created if bonuses don't meet expectations while employees, who have limited control over results, have anxiety over exactly what their bonus will be. By focusing on offering exceptional wages, we reduce uncertainty and make a lasting commitment regarding pay. 

## How we determine wages
We design sensible pay grades that define what a person makes based on their role and years of service. Grades may be revised upwards based on changes in the job market or nature of a job, but we do not offer wages to new hires that deviate from our system. If a grade increases, it constitutes a pay raise for everyone on it. 

## Why we don’t use equity based compensation
Companies use equity to encourage long term thinking and reduce costs by exchanging wages for equity. While these are desirable characteristics, equity-based compensation has downsides. It shifts risk onto employees and requires outside investors to allow employees to realize the value of their equity. 

By avoiding investors, we have absolute freedom to focus exclusively on the well-being of our customers and coworkers. We can be as big or small as we want and grow at a pace that’s sensible and pleasant. Our freedom allows us to attract exceptional people and maintain outstanding employee satisfaction.

If you agree with our approach and are seeking an organization where talented people love working, [we are hiring](https://www.stickermule.com/careers?ref=blog).



Compensation is hard to get right. It's a tool to keep us aligned, but it's easy to design a compensation strategy with harmful side effects. 

Sticker Mule's approach to employee compensation

Manufacturing principles 

We use principles to guide [decision making](https://www.stickermule.com/blog/decision-making-principles-for-startups) for each area of our business. Here are the principles we use in manufacturing: 


### 1. Safety > quality > delivery > cost
It's not worth operating if we do not keep people safe. There's no reason to ship product that is defective. And, there is little value in trying to save money if we do not deliver on time. 

### 2. Design processes so that anyone can perform them
To scale, you need to make processes intuitive so that you can quickly add staff when needed. 

### 3. Judge people primarily on attendance
Attendance is a straightforward evaluation metric. It’s mostly all that matters if processes and positions are well designed.

### 4. Manage via metrics
Focus on turnaround, labor productivity, material utilization and quality. Making these a primary concern avoids distractions. 

### 5. Share metrics publicly
Metrics always improve when they're visible. The important thing is to pick the right ones to share. 

### 6. Talk to people
Keep good relations with people to stay abreast of problems and spot opportunities to improve. 

### 7. Talk to attorneys
Always get advice on how to handle personnel problems. Don't assume your instincts are correct. 

### 8. Use pay grades
To ensure people are treated fairly, design sensible pay grades and do not deviate from them. 

### 9. Do not use incentive pay
Incentives are difficult to design and maintain. It's best to design processes and positions so that there is minimal productivity variance among staff.

### 10. Recurring savings > 1 time savings
Do not fret about 1 time savings or expenses. Recurring costs are what matter. 

### 11. Don’t tolerate malicious behavior
Mistakes happen, but it's unacceptable when harmful acts are intentional.

### 12. Discuss important situations verbally
Manufacturing problems can rarely be solved via email. It’s best to talk about them. 

### 13. Err on the side of extra training
People tend to want less training, but it's best to err on the side of more. This is especially important when training is provided by 3rd parties since it's difficult to schedule additional sessions.

## Concluding thought
We aim to build the most productive and happiest manufacturing operations you’ll ever find. Our principles are designed to bring consistency to our decision making so that we are always headed in that direction. 

If you agree with these principles and are seeking an organization where talented people enjoy working, [we are hiring](https://www.stickermule.com/careers?ref=blog).


13 principles of manufacturing designed to bring consistency to decision making so that we are always headed in that direction.

Content principles 

At Sticker Mule we view content as more than blog posts. Content includes everything from website copy, videos and FAQs to dashboards, emails, training guides and internal documentation. 

Vigilance about content quality helps us build a solid foundation for our future. Content multiplies as you grow so it is important to foster a commitment to crafting high quality content early. 

We created a set of principles that guides our team as they write copy, write scripts, shoot videos and create documentation. They're shared below for the benefit of future team members and anyone else that may find them useful. 

## 9 principles to help you create quality content

### Omit needless words.
Use the fewest words possible. ~~Practice by editing content after you write it to see if any words can be omitted.~~ Practice editing content to omit needless words. 

### Omit needless information.
Delete information that doesn't matter. 

### Use sentence case.
Camel Case Makes Reading Harder. Use sentence case. 

### Consolidate and optimize.
Combine similar content into a single optimized piece of content when sensible.

### Always be polishing.
When revisiting content fix problems when you spot them. 

### Obsessively organize.
Put content in the right place so that it is easily found.

### Use hyperlinks.
Link to additional content when appropriate. 

### Think about the future.
Good design is long lasting and so is good content. Avoid creating content that doesn’t provide long term value.

### Practice.
Crafting quality content is difficult. It takes constant practice to become and stay good. 

## Concluding thoughts

Since the internet makes every business international, content quality is more important than ever. Eventually, many of the words you write will need to be translated to support customers worldwide. If you can't craft exceptional content in your native language, it's going to be even harder to translate your message globally. 

An obsession with content quality may seem trite, but words, images and videos are all we have to communicate with our customers and each other. Making a mess of it weakens our foundation, while crafting and curating great content makes it stronger. 

Our aim is to build an enduring business and long lasting businesses need strong foundations. 

Content multiplies as you grow so it is important to foster a commitment to crafting high quality content early. 

Get a return on your time sooner to grow faster 

Recently, we expanded into [roll labels](https://www.stickermule.com/custom-labels). To do so, we made a substantial investment in new label printing and finishing machinery. Since the printers arrived months before our finishing machine, we soft-launched by purchasing a low-end finishing machine that could only make [circle roll labels](https://www.stickermule.com/products/circle-roll-labels). 

No one would have faulted us if we delayed launching until the proper finishing machine arrived. What would have seemed odd is if all of the machines arrived and then we continually postponed launching while they collected dust. You don't make business investments and not put them to use. 

> You don't make business investments and not put them to use."

Despite the obviousness of this principle, businesses struggle with it when investments are not physical. It would make anyone uneasy to see a machine sitting unused, but it's not as bothersome if human effort is invested in a project that gets delayed. This is an unfortunate because investments of time are significantly more valuable than investments of money. We can make more money, but we can't make more time. 

> Investments of time are significantly more valuable than investments of money."

Since most projects require collaboration, as soon as anyone invests time in a project, you are essentially letting an investment collect dust if you cause it to be postponed. 

Let's consider the life of a generic project:

1. Someone notices a problem with one of our processes and suggests a solution. 
2. A product designer, reviews the problem and proposed solution and drafts a spec for the design team. 
3. The design team creates mockups based on the product spec and iterate until everyone is happy. 
4. The project is placed in the development queue to be worked on. 
5. Development begins work on the project and submit a pull request once it's ready to be reviewed. 
6. The developer waits for feedback on the pull request and iterates accordingly.  
7. Once everyone is happy the pull request gets merged. 
8. Information gets disseminated about the feature so we can make use of it. 

Realistically, once step 1 is complete, someone invested time towards a project that should yield a positive return. The investment at this point isn't huge, but it grows as each additional step in the sequence is completed. As we get further along the process, the downside of delaying becomes greater as a larger investment is now sitting idle, collecting dust.

Business growth is all about return on investment. To enjoy strong growth and solid financials, you pick high return projects and execute them quickly. Picking the right projects is incredibly difficult. Getting them done faster is not. Since returns tend to compound and this cycle repeats constantly, shortening it has a major impact on long run growth. The sooner we get a return on capital spent (monetary or human), the faster we grow. 

> Picking the right projects is incredibly difficult. Getting them done faster is not."

This doesn't mean projects shouldn't be delayed or abandoned. If you discover a project is without merit it should be abandoned. Picking the right projects matters and sometimes we start the wrong ones. 

But, if something is worth doing, then it should be completed quickly. Investments in human effort shouldn't be viewed any differently than investments in machinery. You'd feel weird seeing a machine not being used and you should feel equally weird letting your coworker's effort go un-used. 

Our team works extraordinarily well together because we share a similar perspective on work. If you have a desire to do great work in a stress-free work environment, [we're hiring](https://www.stickermule.com/careers?ref=blog).


To enjoy strong growth and solid financials, you pick high return projects and execute them quickly. 

The Sticker Mule guide to Slack

![The Sticker Mule guide to Slack ](https://storage.googleapis.com/sm-content/blog/adc78a94269658848a6339ddef5a2992d387bc66)

Collectively, [Asana](http://asana.com) and [Slack](http://slack.com) manage the majority of our communication at Sticker Mule. We use Asana to handle task related conversations and Slack to handle everything else. Your company might prefer a task management tool other than Asana; the important thing is that you use one. 

To help onboard new team members, we created documentation explaining [how we use Asana](https://www.stickermule.com/blog/the-remote-team-guide-to-asana). I decided to also share our tips and conventions for using Slack for the benefit of prospective team members ([we’re hiring!](https://www.stickermule.com/careers)) and anyone that needs to coordinate a remote team. 


## Integrating Slack with your task management workflow

Tasks are the essence of business so it’s important to think about how Slack integrates with your overall task management workflow. To ensure our task management system & Slack play well together, we have four guidelines explaining when it’s appropriate to communicate via Slack or Asana. If you use a different task management tool like simply replace Asana with your tool of choice and these same guidelines will still apply to your organization. 

### Create Asana tasks once they’re identified via Slack.
New tasks are often identified during Slack conversations, but they should quickly be migrated to Asana where they can be easily managed. You can use [Slack’s Asana integration](https://slack.com/apps/A0F81FK1C-asana) to quickly add tasks by typing “/asana add Task Name” to create a task. 

### Avoid asking teammates to perform tasks in Slack.
It’s tempting to ask people to do things via Slack, but it’s best to create Asana tasks that can be easily recalled, assigned and completed when time permits. Slack messages are easily lost once read so it’s not ideal to issue tasks via Slack. 

### Avoid discussing existing Asana tasks in Slack.
Keep task related conversations within Asana so that they stay in context and can be responded to at the participant's convenience. Occasionally, it may make sense to have a Slack call to discuss a task, but action points from that call should be posted to Asana. 

## 19 additional Slack tips & tricks

### 1. Avoid using @everyone.
@here is less disruptive since it only notifies people that are working. Alternatively, use @mention if you want to post something publicly but only need to notify specific people. 

### 2. Use do not disturb to stay focused. 
When you need to focus on your work for prolonged periods of time use Slack’s [Do Not Disturb feature](https://get.slack.help/hc/en-us/articles/214908388-Using-Do-Not-Disturb-in-Slack) to temporarily turn off notifications so you’re not distracted. 

### 3. Configure your work schedule. 
Slack lets you configure your work schedule so that messages don’t bother you when you’re off the clock. This allows coworkers to message you at night without worrying about bothering you since Slack will wait until you’re working to deliver the message. 

### 4. Mute infrequently used channels.
Some channels you’ll find yourself using infrequently. Rather than constantly leaving and joining them it’s best to [mute them](https://get.slack.help/hc/en-us/articles/204411433-Muting-a-channel) so they don’t bother you, but you’re still able to use them when needed. 

### 5. Prefer Slack calls
Standardization makes training and onboarding easier. [Slack’s calling features](https://get.slack.help/hc/en-us/articles/216771908-Making-voice-calls-in-Slack) are powerful and continue to improve so we are gradually phasing out other voice applications. The one exception is we still use [Zoom](https://zoom.us/) for video conference calls. 

### 6. Use group chats. 
Don’t hold the same conversation with multiple people individually. Instead loop teammates into conversations as needed by using group chats. Slack also lets you quickly convert a group chat into a group call. 

### 7. Create custom emoji.
Ask your design team to spend a day creating a few [custom emoji](https://get.slack.help/hc/en-us/articles/206870177-Creating-custom-emoji) for the team to use. We rather enjoy inserting emoji-fied versions of each other into chats. 

### 8. Setup a few trigger words.
Don’t go overboard, but creating a few triggers that insert random nonsense into your chats is a great way to add amusement to your day and confuse new hires when they first stumble upon them. 

### 9. Create private channels for trips & meetups. 
Private channels are a great way to keep everyone in-sync during a company trip or meetup. We recommend creating them before the trip starts so everyone is aware they exist. 

### 10. Add a profile photograph.
We highly recommend [adding a profile photograph](https://get.slack.help/hc/en-us/articles/204092246-Editing-your-profile) so that coworkers can put a face with your name. Although we’re remote it’s still good to see each other so that when we do meet there’s already some familiarity. 

### 11. Hangout in your team’s dedicated channel.
We create a channel for every team and encourage team members to primarily use that channel to discuss work and life with their teammates. 

### 12. Use Zight to share screenshots.
[Zight](https://zight.com/) is a handy tool for sharing screenshots via shortened URLs. Slack automatically inserts the image into the chat when you share a screenshot via a Zight link. 

### 13. Archive inactive channels.
It’s easy to create a lot of channels so you should occasionally cull your channel list by archiving ones with low activity. You may want to abandon a channel entirely or merge the  channel into another one with a broader purpose. 

### 14. Edit existing messages instead of sending new ones.
If you mistype your message it’s better to edit your message than sending a new one. Slack lets you easily do this by hitting the up arrow. This reduces confusion and the number of notifications others receive.

### 15. Set highlight words

![highlight words in slack](https://storage.googleapis.com/sm-content/blog/513f69fb28040936d004022e3077eea408a6ee78)

If you mute channels that you do not use frequently, it can be helpful to set a few highlight words based on your role. 

For example, if you are a content manager you might set “blog” as a highlight word. (To find highlight words after the initial notification, click on the “@” symbol located at top right.)

### 16. Use keyboard shortcuts
Slack has a ton of amazing [keyboard shortcuts](https://get.slack.help/hc/en-us/articles/201374536-Slack-keyboard-shortcuts). My favorites are CMD+K (Quick switch), CMD+U (Upload a file), Shift+Enter (Create a new line), & Alt+Shift+Down Arrow (Next unread message) and CMD+/ (view keyboard shortcuts). 

### 17. Use the mobile app (optional). 
If your job involves being away from your computer a lot then the mobile app is highly recommended. 

### 18. Cross post content instead of uploading twice (optional). 
Slack has a handy feature that lets you cross post content across channels & messages instead of uploading twice. This is especially handy when you’re on mobile with limited bandwidth. 

### 19. Star specific channels & team members (optional) 
Starring a channel or a team member places it above all other channels and direct messages. This makes it easier to find and send a message to the people you interact with repeatedly.

## Conclusion
Slack is the fastest adopted and most heavily used application at Sticker Mule. It quickly replaced email and increased our cohesion despite being an entirely remote team. 

I hope this document helps both our team and others get more value from Slack.

Our team works extraordinarily well together not just because we share the same tools, but because we share a similar perspective on work. We all tend to be [humble, independent, logical, thoughtful and autodidactic](https://www.stickermule.com/blog/characteristics-we-look-for-in-team-members). 

If you have these characteristics too, [we're hiring](https://www.stickermule.com/careers?ref=blog).

Get the Sticker Mule secrets to using Slack with our remote team. Here are the guidelines we use, and suggest for other remote teams, as well. 

Decision making principles 

Not only is our team remote, but we also tend to work independently. Generally, after a 2 - 4 week onboarding period, new team members at Sticker Mule are able to independently decide what makes the most sense for them to pursue. To keep us aligned, we manage via mutually agreed upon principles that guide our decision making. 

As our team grows and we add new areas of responsibility to our organization, we decided to codify the decision principles we have followed to get us to this point. I thought it helpful to share these for the benefit of prospective team members as well as anyone else that’s curious how we operate Sticker Mule. 

## The 10 principles that guide all of our decisions at Sticker Mule

__1. Do not waste time.__

"A good plan violently executed now is better than a perfect plan executed next week.” - George Patton. Time is finite and the rate at which we complete projects drives growth and profitability. 

__2. Saving time > saving money.__

Since time is finite and fixed, it’s more important than money. We cannot make more time, and fast execution makes us more money.

__3. Recurring savings > 1 time savings.__

Do not fret about 1 time savings or expenses. Recurring costs are what matter. 

__4. Revenue = traffic * conversion rate * avg. order size.__

There are only 3 ways to increase revenue: 1) increase traffic, 2) improve conversion, and 3) raise the avg. order size. 

__5. Process improvements > capital investment > adding staff.__

It’s better to fix a broken process than to make capital investments and better to make capital investments than increase headcount. 

__6. Prioritize based on benefit and time to implement.__

Pursue quick wins with high return before difficult projects with moderate return. 

__7. Delegate when possible.__

If a subordinate can do a task let them do it, but don’t push work onto people that are already busy or unable to do the work you are delegating. 

__8. Avoid ideas that do not scale.__

If you find yourself saying “well as long as this doesn’t become too popular we should be okay” then you’re probably discussing something that’s not worth doing. 

__9. Do not undercut competition.__

Let competition win on price to avoid a race to the bottom. Our aim is to win on service & experience. 

__10. Do not be dogmatic.__

At times, it makes sense to ignore these principles but we should do so knowingly. 

## Concluding thoughts

Our team works extraordinarily well together not just because we share the same decision making principles, but because we share a similar perspective on work. 

We all tend to be [humble, independent, logical, thoughtful and autodidactic](https://www.stickermule.com/blog/characteristics-we-look-for-in-team-members). If you share these characteristics too, [we're hiring](https://www.stickermule.com/careers?ref=blog).

Here are 10 principles that guide all of our decisions at Sticker Mule. 

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