Policies & Procedures

• Respect and Courtesy: Treat every person you engage with or approach you with respect and courtesy. When people contact you, make sure they are glad they did so and believe they came to the right person, even when you need to refer them to someone else. Approach others with a visible respect for their schedule and for commitments they may and have already made to others. Ensuring contact with you is a positive experience each and every time.

• Communication (responsive, warm and thorough):  Be responsive and communicative with clients and with team members. Assure a response within 1 business day that you have received communication and a follow-up regarding timeline of response, next steps, etc. Be kind, thoughtful and professional always.

• Bring Positive Energy and Enthusiasm: Bring gratitude to each day. Show up solution-oriented; you greet/acknowledge clients and teammates; phone/video tone is warm and professional.

• Be Accountable and Open: Be willing to listen, learn from and understand others. Invite feedback and act on it.  Be emotionally intelligent and self-aware. Be accountable for your actions.

• Add Value: Make sure that your participation adds value in meetings, emails, phone calls, and when you interact with clients and other team members. 

• Focus on Your Outcomes and Results: Clearly understand the client’s goals!  Know your outcomes and standards expected of you and your position.

• Be Flexible and Adaptable: We are a small business. Outcomes, standards, responsibilities, approaches, methodologies and strategies will change from time to time, sometimes with your consent and approval, and sometimes without. Be able to adjust quickly to changing priorities and conditions and be able to cope effectively with complexity and change.

• Stay Calm: Especially Under pressure: Be able to remain consistent, professional, courteous, respectful and enthusiastic when under heavy pressure and stress. Professionalism is never optional. You focus on de-escalation and focus on next best step

• Solution Focused: Acknowledge and embrace that we will always face problems and challenges.
  Once identified, work to find solutions.

• Be Creative and Innovative: Work to create new and innovative approaches to problems. Find new ways to meet clients’ needs, identify more efficient ways to meet your own outcomes.

• Always be learning, growing and improving yourself: Commit to continuous learning in skills, mindset and teamwork. Demonstrate a continuous desire to learn. Help others grow with you.

• Team Accountability: You address misses respectfully and promptly and reinforce our standards in real time. You model the standards and elevate others to be the best of who they are.

Pilina contractors work independently and flexibly. We prioritize outcomes, not hours.

You are trusted to:

·         Delivery of client commitments.

·         Be responsive to emails, calls, and CRM tasks within a reasonable timeframe.

·         Attend scheduled team check-ins and client meetings.

Work-life balance is encouraged, and flexibility is expected.

At Pilina, effective communication is the foundation of our success. Whether engaging with clients, vendors, or teammates, we prioritize clarity, respect, and timeliness in every interaction.

• Timely & Transparent: Respond promptly and keep stakeholders updated. If delays occur, communicate early and provide context.
  
  

• Professional & Respectful: Treat all contacts with courtesy. Ensure every interaction—whether by email, phone, video, or in person—leaves the other person feeling valued.
  
  

• Clear & Concise: Use plain, professional language. Be solution-oriented and avoid unnecessary jargon or ambiguity.
  
  

• Collaborative & Inclusive: Actively listen, acknowledge contributions, and foster an environment where everyone’s input is valued.
  
  

• Consistent Tools: Use our shared platforms (Gmail, Google Chat, Copper CRM, Cvent, and Drive) to keep information accessible, organized, and aligned across the team.
  
  

• Positive Presence: Remember that energy carries—body language, tone, and even written words shape the client and team experience. Bring positivity and professionalism to every exchange.
  
  

By following these guidelines, we ensure our communication reflects Pilina’s values of integrity, collaboration, and client-centered service, while strengthening the connections that define who we are.

Commission structures are documented in your Independent Contractor Agreement. Billing and commission timing follow the Billing pipeline milestones.

Commissions are paid out twice a month based on collected payments. 

All team members are encouraged to take time off to recharge. You may take time off as needed, provided it does not impact client commitments.

Coordinate time off with active projects; ensure you are able to stay engaged while traveling or have specific plans for handoffs documented in Drive/Copper.

Feedback and Evaluation

• Evaluations focus on: role-specific metrics, code of conduct commitment, client satisfaction, team satisfaction, conversion rates, contribution to the team, billing speed, cross-selling activity, utilization of & keeping CRM current, and collaboration.

• Reviews occur at 90 days, 6 months, then annually.

•  Growth Path includes continuous learning, mentorship, and long-term touchpoints

Continuous Learning and Development

While formal certifications may not be required, ongoing development in negotiation skills, communication, and personal growth is encouraged.