We are one big team. Our people come from all kinds of backgrounds, and have a wide range of expertise, but we are united by our commitment to go the extra mile for customers. We always act with integrity. We dream big dreams, but we’re always rooted in reality.
We want our members and customers to be able to say that the service, care and respect they receive from us always excellent. Above all else, we aim to make it personal. We’re always ready to do whatever our members need. And we want you to feel proud to be part of our diverse team.
Everything we do is driven by our values. These shared commitments keep the AA show on the road, ready for what’s next, 24/7, 365 days a year.
Our values are all about what matters to us. They guide how we are – with our members, customers, partners and each other.
People won’t always remember what you say or do. But they will remember how you made them feel. We’re always respectful – of our members and each other’s time and needs. We’re considerate, too. We are good listeners and we take time to understand what people really need before we leap to a solution.
Trust is earned. Respect is mutual and honesty is always appreciated. We’re known for our integrity – we’re straightforward and we always strive to do the right thing. And we’re honest as the day is long. We’re always true to our word.
The difference between ordinary and extraordinary is found in the extra mile. We’re problem solvers, confident that we know how to make life easier. Our members count on us for excellent service and we go out of our way to give them our very best every day.
Be strong enough to stand alone, be confident enough to be yourself but wise enough to stand together. A team is not a group of people that happen to work together. Teams are built and have a common goal. So look at the bigger picture. And remember, everyone is doing their best to make life easier for our members and each other.
Some people want it to happen. Some people wish it would happen. Others make it happen. It’s up to us to be the change. We are what we do, not what we say we’ll do. When something could be better, we grasp the nettle and make it so. We lead by example – hard work doesn’t stop us from turning something good into something great.
We asked our leadership team to reflect on our values. Here’s what they said:
“Our members and customers trust and rely on us to absolutely know our stuff. It is this expertise alone that allows us to stand apart from the crowd. This builds trust and confidence amongst our members, in our integrity and ability to do the right thing.”
Janet Connor, Director of Reorganisation & Insurance
“On the side of the motorway, faced with a broken down car and an upset family, the patrol has only his own judgement to rely on to help the member. It is this that gives him the confidence to deliver a service that is second to none. We are all experts in our field, and as with that patrol, we must have the confidence to trust our judgement and do the right thing.”
Mike Lloyd, Commercial Director
“In business there is neither right, nor perfect. There is only better. Searching for perfection slows us down. It prevents us from delivering a better and better service, and a better and better business.”
Martin Clark, Chief Financial Officer
“We all have a common goal, to do the right thing for our members and the AA. In order to support each other, we must begin from a position of trust in this common goal, helping us to understand each others’ perspectives.’’
Geraint Hayter, Director of Information Technology
We are building the UK’s leading membership organisation for motorists. Our values will guide us on the way, bringing us together as One AA.