What’s In A Fitbit

Since receiving a Fitbit Charge 2 for my birthday, I’ve been wearing it every day for a month now, and I’m fascinated with what I’ve learned. The Charge Two tracks heart rate, sleep patterns, number of steps taken, estimates the number of calories burned each day, and so much more. The device even reminds me to take time to breathe and focus on my mental health. Turns out, I am in pretty good shape – my Cardio Fitness Score is ‘Good’ given a score of 39, and when I make it to 39.6 I’ll graduate to ‘Very Good’. All in all, I make an effort to maintain my physical fitness by going to the gym 4 to 5 times a week, running and lifting weights.

However, now that I have all this data about my health, I feel compelled to make good use of it. For example, if I lose 14.2 lbs. and increase my cardio by 20%, I would achieve a score of ‘Excellent’ for Cardio fitness. I am currently training for the Rock ‘n’ Roll half marathon in March, so there is a good chance that I’ll meet my goals. The point however, is that data and feedback loops give you the information you need to make better decisions and the necessary improvement toward your goals.

Over the last month, I’ve been working with the finance and project leadership teams to create a standard package of reports to share out to the entire company. The reporting package (not unlike a Fitbit) will provide each of you a monthly summary of Utilization, Billability, and Chargeability as well as summarizing by team and division the operating and performance metrics. We will be extending this to an account base view as well, so we can see revenue, profitability and the overall employee satisfaction of the Tahzoo delivery team.

With this new feedback loop will come individual goals and opportunities for improvement. We are fortunate to have tremendous market opportunity… but we need to be better stewards of our business and ensure that we are profitable and growing at the same time. For some of you this will be an adjustment, as I will be expecting everyone to make their targets, and more importantly, to show improvement in efficiency over time. Traditionally we haven’t run Tahzoo by the numbers, but this is the road ahead for us. If we want to be a world-class Customer Experience Management agency, we’ll have to operate in a world class manner.

I am excited about this new level of awareness – not only on a personal level, but also for our business. I’ve written extensively about how we need to bring more rigor and quantitative thinking into our business; this reporting is the beginning of building this operational strength into the company. Over the next three weeks we will be rolling out the expectations and reporting package within the US business, and to the rest of the company in the following month. We have created a framework for each of you to meet with your manager to align on goals and expectations. As we roll this out, I’ll be looking for feedback from you through the Voice of the Culture survey.

Looking forward to starting 2017 with clear goals and expectations for all of us.

Thanks,
Brad

Feedback

Giving people feedback is one of the most important things we can do in our lives.

One of my favorite books is called The Last Lecture, written by Randy Pausch. For those of you who don’t know the story, after receiving a terminal cancer diagnosis, Randy gives a lecture to his class which is a summary of his life lessons.

I want to share a quote from the book on the importance of feedback. The set up for the quote is that Randy had a very difficult coach and was recounting a conversation he had with an assistant coach…

“Coach Graham rode you pretty hard, didn’t he?” he said. I could barely muster a “yeah.” That’s a good thing,” the assistant told me. When you’re screwing up and nobody says anything to you anymore, it means they’ve given up on you.”

Shortly after I founded the company we started the voice of the culture survey. It was and is an import way to give feedback to me and others within the company. We publish the positive comments every week in the desk of Brad, so that peer recognition remains a pillar of our culture. I review the feedback every week as part of my standard routine.

Internally we also have the thrive review process, monthly one on ones with your manager, Kudos alias and the soon to be rolled out delivery lead feedback system. Externally, for customers and partners we have the customer satisfaction survey, however most customers vote with their wallet and either the business is growing or declining.

If you care about your customer and you care about your employees, you’ll have a company worth caring about. As the first value of our company, this is the definition of success for me. If we do those two things well, the rest will take care of itself. I designed and implemented the feedback loops so I could understand how well we were doing toward our most important goal.

My feedback to you is that not enough people are participating in the voice of the culture survey. If you care about Tahzoo and you want to make the company a better place, then you’ll take the time to give feedback. Consistent and constructive feedback is one of the most important aspects of your job. The only way Tahzoo will be great is if each of us participates in making it great… so next time I say to ‘let’s go be great’, let me and your teammates know what we need to do to get there.