Building a Culture of Thoughtfulness at 3i
As we settle back in after Summit (more coming on that in the next post) I’ve been reflecting on what has made 3i successful and what we need to carry forward.
Building this company has been a process of refining not just what we do but how we do it. In many ways, our culture—the habits and values we embrace every day—is our greatest competitive advantage.
At 3i, we’re not just delivering a product; we’re creating an experience. We’re not a tech platform or an app; we’re a people-driven business.That’s why we set high standards for ourselves. These aren’t about perfection or rigidity but about fostering habits that ensure we deliver at our best.
Our Core Values
Our work is rooted in four principles:
White-glove service – The details matter because they show we care.
Extreme ownership – We take responsibility for outcomes, good or bad.
Collaboration with low ego – Success is a team effort, not an individual one.
Integrity – We prioritize doing the right thing, even when it’s inconvenient.
These values are the foundation of how we work and interact—with members, partners, and each other.
The Habits That Set Us Apart
To bring our values to life, we’ve embraced specific habits and standards that reflect our commitment to excellence and thoughtfulness. Here are some of the practices that have worked for us:
1. Give before take
Every interaction with a member should start with a “give.” Whether it’s a relevant introduction, a thoughtful question, or a curated opportunity, we aim to create value before making any asks.
2. Inbox zero
Email is the lifeblood of our work, and keeping a clean inbox is essential. Responding within 24 hours is non-negotiable. Even if it’s just to acknowledge receipt, a quick reply signals respect and professionalism. Adopting an inbox-zero system not only ensures nothing falls through the cracks but also helps maintain focus and clarity.
3. Do your homework
Preparation is key. Before every meeting or call, take the time to research the member, their history, and their goals. Tools like our Member Scorecard make it easy to gather insights, and using them consistently is critical to delivering personalized, thoughtful interactions.
4. Be present
Whether in meetings or at events, phones are down, and notebooks are open. This isn’t about optics—it’s about showing that you’re fully engaged. Taking notes by hand not only demonstrates attentiveness but also helps with memory and retention.
5. Escalate thoughtfully
It’s okay not to have all the answers. When a member asks a tough question, respond with, “That’s a great question. Let me check with the team and get back to you.” It’s better to pause and respond thoughtfully than to risk giving the wrong information.
6. Make things easy
When scheduling meetings, avoid calendar links or vague “what works for you?” emails. Instead, offer clear, concise options: “How’s Tuesday at 2 PM or Thursday at 4 PM?” This small step removes friction and signals professionalism.
Productivity and Presence
We’re a people-driven company, and the way we show up matters. Here are a few additional productivity practices that ensure we’re delivering on our mission:
Early is on time. If a meeting starts at 9:00, aim to be there at 8:50. This applies to everything—Zoom calls, in-person meetings, and team huddles. Being early allows you to settle in, review your notes, and be fully prepared.
Stay present at events. At 3i events, our members come first. Be available, attentive, and ready to help. If you need to step away to check your phone or Slack, do so discreetly and out of sight.
Thank-you notes. After every event or meeting, send a thank-you note—handwritten or emailed. These small gestures compound over time and build loyalty and trust with our members.
Why It Matters
The standards we set for ourselves aren’t arbitrary; they’re a reflection of the values we want to uphold as a team and a company. At 3i, we win in the details. The handwritten notes, the thoughtful scheduling, the personalized interactions—these aren’t scalable shortcuts, and that’s exactly why they work.
Yes, it’s a lot of effort. Yes, it takes time. But that’s what sets us apart. We’re not trying to be the easiest option; we’re striving to be the best.
Of course, we’re not perfect, and we’ll stumble along the way. But the commitment to these habits is what drives our success.