The Colleague Experience

The Colleague Experience outlines behavioral expectations for us, individually, and our fellow team members across our network of member firms – helping us towards a consistent and distinctive global culture focused on retaining and attracting the best talent.
The behaviors are categorized by Crowe’s four values: 'We Care', 'We Share', 'We Invest', and 'We Grow' and tiered by level of sophistication from Basic to Intermediate to Advanced. Each category lists and describes the behaviors expected of every member firm, such as active listening, empathy, knowledge sharing, long-term partnership, and strategic planning. All member firms are required to meet these expectations by the dates agreed.

For each and every behavior we have provided a description of the behavior, and example of a proof point, and outlined the specific benefit of this behavior. See the tables below for the full list.
We Care
Behavior
Active Listening
Empathy
Timely Responsiveness
Proactive Communication
Personalized Service
Resolution Ownership
Anticipatory Support
Description
Actively listening to understand and empathize with colleagues' perspectives and concerns.
Demonstrating understanding and empathy towards colleagues' challenges and emotions.
Responding promptly to colleague inquiries, requests, and issues, ensuring they feel valued and prioritized.
Initiating regular updates and check-ins to keep colleagues informed and reassured.
Tailoring support and interactions to individual colleague preferences and circumstances.
Taking ownership of colleague issues and seeing them through to satisfactory resolution.
Anticipating potential problems or needs and addressing them proactively before they escalate.
Proof point
Rephrasing colleague's concerns to ensure understanding; summarizing key points discussed during meetings; following up with clarifying questions.
Expressing empathy through active listening and acknowledging colleague emotions; offering support and reassurance during challenging situations.
Acknowledging receipt of colleague communications promptly; setting clear expectations for response times and meeting or exceeding them consistently.
Providing regular progress updates even when not requested; anticipating colleague questions or concerns and addressing them proactively.
Customizing support based on colleague preferences and working styles; addressing colleagues by name and recalling past interactions and preferences.
Following up with colleagues to ensure that issues are fully resolved and asking for feedback on resolution process; offering support and solutions when needed.
Identifying potential challenges based on past experiences or trends and discussing mitigation strategies with colleagues in advance; offering proactive support.
Desired outcome
Enhanced mutual understanding and trust among colleagues.
Increased psychological safety and well-being in the workplace.
Reduced frustration and delays in completing tasks.
Enhanced transparency and trust among colleagues.
Increased sense of belonging and value within the team.
Enhanced problem-solving skills and teamwork dynamics.
Increased sense of support and collaboration within the team.
We Share
Behavior
Knowledge Sharing
Collaborative Problem-Solving
Transparent Communication
Feedback Loop
Cross-Functional Coordination
Continuous Learning
Description
Sharing industry insights, best practices, and relevant resources with colleagues to enhance their understanding and decision-making.
Collaborating internally to co-create innovative solutions and strategies.
Fostering open and transparent communication with colleagues, sharing information about processes, progress, and challenges.
Encouraging and welcoming feedback from colleagues to continuously improve processes and relationships.
Coordinating seamlessly across departments or specialties to provide holistic solutions to colleagues' needs.
Pursuing ongoing learning and development to stay updated on industry trends and emerging technologies, benefiting colleagues through enhanced expertise.
Proof point
Providing colleagues with research reports, articles, or case studies; hosting knowledge-sharing sessions or webinars on emerging trends or tools.
Coordinating joint brainstorming sessions or workshops with colleagues to explore new ideas or address complex challenges; involving colleagues in the decision-making process.
Providing colleagues with regular project status updates and highlighting any potential risks or delays; openly discussing project challenges and seeking input.
Gathering feedback at regular intervals (such as after project completion) and incorporating feedback into process improvements; using regular feedback inside your performance management discussions for career enhancement.
Facilitating cross-functional collaboration through regular meetings or project management tools; ensuring that all stakeholders are aligned on objectives and timelines.
Investing in certifications or training programs for colleagues; hosting internal knowledge-sharing sessions to discuss recent projects or industry developments.
Desired outcome
Enhanced mutual understanding and trust among colleagues.
Increased psychological safety and well-being in the workplace.
Reduced frustration and delays in completing tasks.
Enhanced transparency and trust among colleagues.
Improved efficiency and effectiveness in delivering projects.
Increased knowledge-sharing culture and professional growth opportunities.
We Invest
Behavior
Long-Term Partnership
Value-Added Assistance
Resource Allocation
Technology Adoption
Client Advocacy
Description
Cultivating long-term relationships with colleagues by investing time and resources in understanding their needs and goals.
Offering additional help or assistance beyond the scope of initial engagements to colleagues to demonstrate commitment and provide extra support.
Allocating appropriate resources and expertise to colleague projects, ensuring optimal outcomes and satisfaction.
Developing your knowledge of cutting-edge technologies and tools to enhance service delivery efficiency and effectiveness which can benefit you and colleagues.
Acting as advocates for clients' interests within the organization, championing their needs and priorities in decision-making processes.
Proof point
Conducting regular check-in meetings with colleagues to review long-term goals and priorities; proactively offering recommendations for improvement or growth.
Providing colleagues with additional support on tasks where you are competent and believe you can do more to assist.
Conducting thorough resource planning and capacity forecasting to ensure that projects are adequately staffed and resourced; reallocating resources as needed.
Experimenting with digital platforms or tools for streamlined communication and collaboration; leveraging automation or analytics tools to improve productivity.
Representing the client's perspective in internal discussions or negotiations; advocating for additional resources or budget allocations to support client initiatives or projects.
Desired outcome
Enhanced mutual understanding and trust among colleagues.
Increased psychological safety and well-being in the workplace.
Enhanced transparency and trust among colleagues.
Improved efficiency and effectiveness in delivering projects.
Increased knowledge-sharing culture and professional growth opportunities.
We Grow
Behavior
Strategic Planning
Performance Metrics
Continuous Improvement
Innovation and Adaptation
Upskilling
Value Demonstration
Description
Collaborating with colleagues to develop strategic plans and goals aligned with clients' business growth objectives.
Defining, contributing, and tracking key performance indicators (KPIs) to ensure progress and success in achieving collective goals.
Committing to continuous improvement by evaluating feedback, analyzing performance data, and implementing enhancements.
Embracing innovation and adaptability to anticipate and respond to changing market dynamics and client needs.
Attending opportunities to enhance your skills and capabilities through training, workshops, or knowledge-sharing sessions.
Continuously sharing the value delivered to clients with team members through tangible outcomes, ROI analysis, and success stories.
Proof point
Conducting strategic planning workshops with colleagues to define long-term vision and objectives; facilitating scenario analysis and risk assessment to inform strategic decision-making.
Developing or inputting to customized dashboards or reports to track KPIs and performance metrics in real-time; conducting regular performance reviews with colleagues to discuss progress and identify areas for improvement.
Developing a continuous improvement program with defined processes for soliciting and acting on colleague feedback; conducting regular post-project reviews to identify lessons learned and areas for enhancement.
Establishing or contributing to an innovation lab or incubator to explore new technologies and service offerings; conducting regular market scans and trend analyses to identify emerging opportunities for clients.
Hosting or attending training sessions or workshops for colleagues on new technologies or industry trends; providing access to online learning platforms or resources tailored to colleagues' professional development.
Sharing case studies or success stories highlighting the impact of services on client business outcomes; conducting regular ROI analyses to quantify the value delivered to clients.
Desired outcome
Colleagues gain clarity and direction in their collective efforts, fostering alignment and synergy across departments and teams.
Colleagues can track yours and their progress and contributions, fostering accountability and transparency in achieving shared objectives.
Colleagues benefit from your ongoing enhancements and optimizations, enhancing productivity and morale within the organization.
You and colleagues stay ahead of industry trends and remain competitive, fostering a culture of innovation and agility within the organization.
You and colleagues develop their capabilities and expertise, enabling them to deliver higher-quality services and adapt to evolving client needs effectively.
Colleagues have tangible evidence of their contributions and impact, reinforcing their confidence and satisfaction in their work.
Behavior Levels Key
Basic-level Behaviors
Intermediate-level Behaviors
Advanced-level Behaviors
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TIP: Start with the basics
By starting at the lowest level and working up your firm can ensure everyone is working to the same standards. Once everyone has competency at the same level, consider adding intermediate behaviors to your procedures and processes.
Best Practices:
Here are some do’s and don’ts for leaders and HR professionals looking to implement the behaviors outlined in "The Colleague Experience":
Do
  • Communicate Clearly: Clearly explain the importance of each behavior. Use the descriptions and benefits provided to illustrate how these behaviors contribute to a positive work environment and overall success.
  • Lead by Example: Model the behaviors you expect from others. Demonstrate active listening, empathy, timely responsiveness, and proactive communication in your interactions.
  • Provide Training: Offer training sessions and workshops to help team members understand and develop the required behaviors. This can include role-playing scenarios and practical exercises (see Resources page).
  • Encourage Feedback: Create an environment where feedback is welcomed and acted upon. Use feedback loops to continuously improve processes and relationships.
  • Recognize and Reward: Acknowledge and reward team members who consistently demonstrate the desired behaviors. This can motivate others to follow suit.
  • Monitor Progress: Regularly review and assess the implementation of these behaviors. Use goal-setting, performance  reviews and performance metrics to track progress and make necessary adjustments.
Don't
  • Do not Assume Understanding: Don’t assume that everyone understands what is expected. Ensure clear communication and provide examples of what these behaviors look like in practice.
  • Do not Ignore Training: Skipping training can lead to inconsistent application of behaviors. Invest time and resources in continuous learning and development.
  • Do not Neglect Feedback: Failing to gather and act on feedback can hinder improvement. Encourage open communication and use feedback to drive continuous improvement.
  • Do not Overlook Recognition: Not recognizing and rewarding positive behaviors can demotivate employees. Ensure consistent recognition of efforts and achievements.
  • Do not Resist Change: Be open to adapting and improving the implementation process based on feedback and performance metrics. Embrace innovation and adaptability.
  • Do not Create Silos: Avoid working in isolation. Promote knowledge sharing and cross-functional collaboration to achieve holistic solutions.
Implementing these behaviors effectively requires commitment, clear communication, and ongoing support from leadership and HR professionals. By following these do’s and don’ts, you can foster a positive and productive work environment.