Work and sports, like life itself, challenge us to learn, grow, and perform in many different ways. While learning is often linear, it can also consist of starting and stopping, with some trial and error thrown in. That’s why it’s so important to give new employees clear and concise instructions and time to practice: explain what you want them to do and why, coach them while they practice, and then let them perform their job duties in genuine and natural ways. Unlike the set playbooks that sport’s teams use, companies shouldn’t require employees to give canned and automatic responses that are easy to learn but sound so phony. Employees and customer interactions don’t always go exactly by the policies or practices we design… that’s why it’s important to explain expectations and let them get there naturally. Nothing is ever as perfect as the plans we design: the 80/20 rule is usually good enough… so empower your employees to improvise, within reason, where, when and how they choose. That’s called personalization, and it’s probably as close as you need to get to perfect today.
Andrew Walter Reid (born 1958): American football coach who is the head coach of the Kansas City Chiefs of the National Football League (NFL)
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