Empowering FM with Daily Huddles

Shownotes(0:58) Intro(5:54) What are you reading?(9:34) Redefining how we approach virtual presentations(18:05) Stop using COVID as an excuse!(23:25) The Morning Huddle(31:37) Advice for the next year(33:46) Wrap upLinksShawn BlackDavid Avrin Visibility International The Morning Huddle: Powerful Customer Experience Conversations to Wake You Up, Shake You Up and Win More Business! Book RecommendationsThe Membership Economy: Find Your Super Users, Master the Forever Transaction, and Build Recurring Revenue Quotes“So with virtual life, it’s just a live presentation done remotely, but in a way that’s engaging.  And so there’s two ends of the spectrum.  People were doing webinars, which were excruciating -- Zoom fatigue is a thing – or they were trying to replicate a huge big stage thing on their webcam.” (11:04)“I don’t share my screen.  I just run it behind me so that you and I, myself and whatever audience I’m speaking to, we can just deal with the content.” (12:01)“We have choices.  We can work with anybody.  Those who are remarkably easy to do business with – and they define what’s easy – win.” (17:54)“Our policies and procedures and behaviors are not to make life easier for us and our team.  It’s to make life great for our customers,  and our customers have choices.  And if you’re difficult to do business with, if you have a frustrating process, if you have a maddening wait time, they will be gone, because they can.  Competitors are everywhere.”  (20:04)“We create this whole journey, and it works.  There’s a sense of predictability, and if we can predict that path, we can strategically plan.  We can budget.  We can anticipate cash flow.  It works, but here’s the problem.  The problem is your customers haven’t read your employee manual.  They just know how they want to do business.”  (21:07)“We get so focused on controlling everything that we don’t let our people be creative and accommodate.  We do it this way.  We are entering an age that will require an extraordinary level of accommodation, and we’ve got to start saying yes to things that we haven’t historically, or at least find an alternative.” (21:42)