They are going into a day of planning. They wanted a presentation that would focus their efforts effectively. Here’s what I came up with as the outline for my presentation; four key points:
#1 – How to stay on the same big-picture page; the big objectives of the team.
#2 – How to measure your progress toward the big objectives.
#3 – How to help each team member do his/her best by practicing radical candor.
(Yes, mainly from the book Radical Candor: the formula is:
Care Personally + Challenge Directly.
(Kind of how every person on the team helps coach every other person on the team).
#4 – How to provide exceptional customer service.
Sure, there are other elements that should, and must, be developed in a successful enterprise. But these four are truly essential; even foundational..
Try reversing it, this way:
#1 — How to provide exceptional customer service.
#2 – What kind of team peer-coaching produces better customer service?
#3 – What do you have to keep measuring to make sure your customers are highyly satisified?
#4 – What big objectives drive this kind of measurement?
Focusing with such clarity informs the discussions throughout the day of planning, and makes for a much more productive outcome.
And each of these four have plenty of books to support the ideas, including: Start With Why; Measure What Matters; Radical Candor; and The Disney Way…among others.
I have presented synopses of each of these four books. Each synopsis comes with my multi-page, comprehensive handout, plus the audio recording of my presentation. Click here to search by title. And click here for our newest additions. — We present synopses of two new books every month at the First Friday Book Synopsis, based in Dallas; currently over Zoom.