Will Humphreys argues frontline teams need clear visibility into performance metrics, like checking a basketball scoreboard. Without seeing the score, team members can't know what to do to win.
How can we expect our frontline team members to know how to win if they don't know the score? Oh, you've been watching basketball, right?
Yeah.
Okay. How many times are you looking at the scoreboard?
Constantly.
Constantly.
I'm actually at the point now where I've got those apps and I'm looking at individual stats.
Right. Why?
Because it helps me understand what's happening.
Okay. What else?
It's super exciting and it's fun to see. Like, I can root for the players. And, like, for me, certain players, if they're not performing, I get angry at them. Like, come on, man, step it up. Because you don't know when you're just watching the game, right? Because all you see is. Is the movement and you have a sense of what's going on. But the stats tell the story.
Tells the story. Right. Okay. And what does that tell the team?
Oh, what needs to happen? Decision.
How they're going to win. How can we expect our frontline team members to know how to win if they don't know the score?
Highbar PT’s Blueprint for Culture, Brand & Growth With Michelle Collie and Dave Pavao
Highbar PT’s Blueprint for Culture, Brand & Growth With Michelle Collie and Dave Pavao
