A short YouTube video (by Chris Collins) that uses an athlete-vs.-game-day analogy to argue that performance is determined by preparation between events, not on the day itself. The speaker addresses business roles (salespeople, service advisors), urging reflection, review ("game film"), training, and practice between customer interactions rather than merely "showing up" on the day.
See, this is what athletes understand. I think that sometimes people in our business don't understand. You know, you don't get better on game day. You get revealed on game day. You get better with what you're doing in between game days. And so, you know, it's like our salespeople, service advisors. You get revealed in front of a customer. It's what you do in between those customers. Are you thinking about the last one? Are you running the game film through your mind? Are you doing any training? Are you practicing anything? Most people in our business, they just show up on game day and want to play, and there's not a whole lot of practicing going on.
