“Yeah runnin’ down a dream that never would come to me; workin’ on a mystery, goin’ wherever it leads. Runnin’ down a dream….”
Every morning at 10:10, the Ruby Leadership Team and support staff file into our “Innovate” conference room to the rockin’ tunes of Tom Petty and begin our daily 10-minute standing meeting. As leadership expert (and Ruby client!) Verne Harnish outlines in his book Rockefeller Habits, we go around the room and say what our day looks like — keeping everyone informed of meetings, service upgrades and changes, and marketing efforts, with plenty of personal triumphs and announcements, sprinkled in. We also invite 2 receptionists to join us, alternating who attends so that all of our receptionists get to attend the huddle at least once a month.
After going around the room, we look at our KPIs; as you know, we love looking at our call data! We monitor client metrics so we are always cognizant of how fast our virtual receptionist service is growing and when we need to hire the next receptionist, Problem Solver & Happiness Maker, or salesperson. We also look at receptionist metrics such as today’s attendence and how many minutes on average per receptionist the day before; we like to keep our staff happy and stree-free (we weren’t named the #3 best medium-sized business to work for for nothing!), so it’s important to keep these stats top-of-mind.
After looking at all our metrics, we add our own little twist to the daily huddle with “The Finish Line.” One one side of the whiteboard, we jot down large projects we’re working on — anything outside of normal business that could easily get pushed down your to do list if you’re not careful.
For example, we’re attending the ABA TECHSHOW 2012 at the end of March (let us know if you’re attending; we’d love to meet up!). I’m gathering the materials we’d like to bring — pens, handouts, testimonials, etc. — and it would be easy to focus on the day-to-day and put it off, but since I’ve written my project on the whiteboard, in front of all my fellow Rubys, everything will be ready to print and box up tomorrow!
Once a task is completed, we move it over to the other side of the board, usually with a flourish and round of applause. The daily huddle and Finish Line are great motivaters, and they’re fantastic for taking a moment and celebrating successes!
Do you hold a daily huddle at your office? What are your tips and tricks to making it fun and inspiring? We’d love to hear your thoughts!