> Delivering technical solutions is less valuable when disconnected from other aspects of the business. ## Lesson 1: You're in the game of business Marty was a strong engineer that was expecting to become a manager but Alan was chosen over him due to ?? Marty's son DJ helped a teammate, Chuck, improve when he made a mistake in the game. Marty accepted scope creep which ate into margins. Fixed cost project. Marty and his boss are speaking two different languages talking tech and service vs business. Everyone on the team has the ability to change the outcome. Everyone needs to know what the rules are and how to succeed. ## Lesson 2: Reps Could not concentrate while stressed about meeting ahead. Marty was put on a performance improvement plan (PIP) for project management, time entries, internal communication. Proper form for the best results Service is subjective. Everyone can have their own interpretation of success. You can still fail with good service if it does not align with the other person's interpretation of success. This can manifest with a lack of consistency. ## Lesson 3: Napkins in advance Client is frustrated by expectation not being established. Waitress is behind and service is faulting. Need technical skills to assess technical ability ## lesson 4: mocha in mocha Marty broke standard for hardware to better suit a clients needs. This caused an issue when someone else needed to step in. Marty’s drink was wrong and he was frustrated Standards are how you build consistency. Standards and processes accelerate your success. ## lesson 5: the more expensive option Marty is submitting a proposal and lost to a more expensive option. The winning offer conveyed that they have a deep understanding of the clients needs. Marty’s team lost because the receiver acted on instinct instead of assessing the situation. 3 levels of approach - technical - operational/efficiency - Strategic Business principals are mostly the same across industry Focus on success of YOUR company. Shift from solving technical problems to solving business problems with technology ## lesson 6: catch and juggle Client is engaging other companies due to level of service. You are measured based on your results ## lesson 7: sailing Small changes made big results. You can be a multiplier of value.