WEBVTT 1 00:00:00.000 --> 00:00:09.120 Okay, so this next section I really want to get into is how do we create powerful playbooks? 2 00:00:09.120 --> 00:00:11.080 And by that I mean, what's a playbook? 3 00:00:11.080 --> 00:00:18.680 So a playbook is a how to do somebody's job or how to do a specific part of doing somebody's 4 00:00:18.680 --> 00:00:19.800 job. 5 00:00:19.800 --> 00:00:22.440 So why does this matter? 6 00:00:22.440 --> 00:00:27.240 And the reason is so that we don't have to explain the same thing over and over. 7 00:00:27.240 --> 00:00:34.000 How many of you find people, you explain something and then you have to tell them again and again. 8 00:00:34.000 --> 00:00:36.960 So this stops that from happening. 9 00:00:36.960 --> 00:00:43.360 And we want to give you a best practice idea which comes from Dan Mattel from his book 10 00:00:43.360 --> 00:00:45.120 Buy Back Your Time. 11 00:00:45.120 --> 00:00:49.540 And he talks about how to build powerful playbooks. 12 00:00:49.540 --> 00:00:52.360 So here's how you build a powerful playbook. 13 00:00:52.360 --> 00:00:55.960 So it matters because everybody needs to do this. 14 00:00:55.960 --> 00:01:00.440 Everyone needs to know how to pass along what they know. 15 00:01:00.440 --> 00:01:06.440 So when we're telling, when we're explaining this to everyone in our team as part of the 16 00:01:06.440 --> 00:01:11.000 leaderboards training is we're saying everybody in the organization needs to do this because 17 00:01:11.000 --> 00:01:13.960 this is how you step up to the next level. 18 00:01:13.960 --> 00:01:18.680 So if you can't train people, somebody else to do your job, you can't step up to the next 19 00:01:18.680 --> 00:01:19.680 job, right? 20 00:01:19.680 --> 00:01:24.400 So we're always working ourselves out of a job so we can go up to a higher job. 21 00:01:24.400 --> 00:01:28.760 And so it's like hitting the copy button and capturing a how to. 22 00:01:28.760 --> 00:01:33.920 It's like an ability almost like go to a photocopy and hitting the copy button on workflow and 23 00:01:33.920 --> 00:01:35.360 on knowledge. 24 00:01:35.360 --> 00:01:38.600 So what do playbooks cover, right? 25 00:01:38.600 --> 00:01:42.000 They how to like simple stuff. 26 00:01:42.000 --> 00:01:45.080 It can be how to lock and unlock the factory. 27 00:01:45.080 --> 00:01:48.440 It can be how to send an invoice correctly. 28 00:01:48.440 --> 00:01:52.300 How to reconcile the financial books. 29 00:01:52.300 --> 00:01:55.900 How to create an offer or a quote for a customer. 30 00:01:55.900 --> 00:01:57.900 How to handle negative customers. 31 00:01:57.900 --> 00:02:04.580 We've talked before about using Starbucks' latte system where LATT stands for their acronym 32 00:02:04.580 --> 00:02:06.980 of how to do that. 33 00:02:06.980 --> 00:02:09.139 How to travel and get reimbursed. 34 00:02:09.139 --> 00:02:10.419 How to hire someone. 35 00:02:10.419 --> 00:02:11.980 How to contract with vendors. 36 00:02:11.980 --> 00:02:13.940 How to negotiate the best price. 37 00:02:13.940 --> 00:02:15.320 How to run payroll. 38 00:02:15.320 --> 00:02:20.300 You get the idea and I'm sure you have 50 how to's you could add immediately to that 39 00:02:20.300 --> 00:02:21.300 list. 40 00:02:21.300 --> 00:02:25.260 So instead of you trying to do it all, start with a few things you do, right? 41 00:02:25.260 --> 00:02:27.700 And then everyone in the team can do this. 42 00:02:27.700 --> 00:02:34.060 So we want each team member, because we're a team of leaders, we want each team member 43 00:02:34.060 --> 00:02:37.220 to build their own playbook. 44 00:02:37.220 --> 00:02:40.620 So playbooks are a great way to capture everything. 45 00:02:40.620 --> 00:02:44.300 Now a playbook covers one main task. 46 00:02:44.300 --> 00:02:47.460 A playbook isn't this is everything I do in my job. 47 00:02:47.460 --> 00:02:49.980 A playbook covers one part of my job. 48 00:02:49.980 --> 00:02:51.980 I unlock the building. 49 00:02:51.980 --> 00:02:56.660 I order stationery. 50 00:02:56.660 --> 00:03:04.460 These little tiny elements or I send out a quote to a customer. 51 00:03:04.460 --> 00:03:05.460 Whatever it is, right? 52 00:03:05.460 --> 00:03:09.380 So we're not talking a playbook isn't trying to build this huge massive. 53 00:03:09.380 --> 00:03:12.180 Think of thin slicing, which we've talked about before. 54 00:03:12.180 --> 00:03:16.100 So we want to capture 80% in the 20% here. 55 00:03:16.100 --> 00:03:19.180 So the key is not to be too detailed. 56 00:03:19.180 --> 00:03:21.020 Assume some intelligence on the other side. 57 00:03:21.020 --> 00:03:24.260 How many times have somebody handed you a guidebook and you're reading it in such steps 58 00:03:24.260 --> 00:03:28.940 you get bored and you're like, how many pages is this? 59 00:03:28.940 --> 00:03:29.940 Nobody wants to do that. 60 00:03:29.940 --> 00:03:31.060 So there's a much easier way. 61 00:03:31.060 --> 00:03:33.940 So we call it the four C's, right? 62 00:03:33.940 --> 00:03:40.060 And the four C's stand for camera, course, cadence, checklist. 63 00:03:40.060 --> 00:03:43.840 Camera, course, cadence, checklist. 64 00:03:43.840 --> 00:03:47.900 Camera means you literally pick up your phone, right? 65 00:03:47.900 --> 00:03:50.420 And you say you make a recording. 66 00:03:50.420 --> 00:03:54.780 If you're on a computer, you can use Loom, which just records your screen. 67 00:03:54.780 --> 00:03:59.940 You can do it on Voxer, Zoom, whatever, but you just record and talk like you were explaining 68 00:03:59.940 --> 00:04:01.380 to a person what to do. 69 00:04:01.380 --> 00:04:03.980 Hey, when I do this, this is where I go. 70 00:04:03.980 --> 00:04:05.140 I click on this. 71 00:04:05.140 --> 00:04:06.140 I go there. 72 00:04:06.140 --> 00:04:09.720 And so if you screen recording, just use something like Loom that will make a video out of that 73 00:04:09.720 --> 00:04:14.220 process or just literally record something with your, with your phone. 74 00:04:14.220 --> 00:04:15.420 So that's what you do. 75 00:04:15.420 --> 00:04:16.420 You just capture on camera. 76 00:04:16.420 --> 00:04:17.420 It doesn't have to be edited. 77 00:04:17.940 --> 00:04:18.940 It doesn't be fancy. 78 00:04:18.940 --> 00:04:19.940 This is not a production. 79 00:04:19.940 --> 00:04:21.339 We're not putting on YouTube. 80 00:04:21.339 --> 00:04:22.840 It's just simple. 81 00:04:22.840 --> 00:04:25.500 Just hit the record button and go. 82 00:04:25.500 --> 00:04:27.460 Number two is then you give the course. 83 00:04:27.460 --> 00:04:30.260 In other words, what are the steps we're going to take? 84 00:04:30.260 --> 00:04:36.580 Well, when I, uh, when I do this function, when I, uh, you know, I'm recording myself, 85 00:04:36.580 --> 00:04:38.900 uh, unlocking the factory floor. 86 00:04:38.900 --> 00:04:43.900 So I come in, I dial in the keypad, then I must remember to go there because that's where 87 00:04:43.900 --> 00:04:45.860 I have to, you know, turn on the lights. 88 00:04:45.860 --> 00:04:50.540 And I do this and I'll make sure because sometimes if you do this instead of that, 89 00:04:50.540 --> 00:04:54.380 then this, this messes with electricity or whatever the quirky little things are about 90 00:04:54.380 --> 00:04:55.740 doing the job. 91 00:04:55.740 --> 00:04:56.740 Here are the steps. 92 00:04:56.740 --> 00:04:57.740 Step one, unlock the door. 93 00:04:57.740 --> 00:04:58.740 Step two, do this. 94 00:04:58.740 --> 00:04:59.740 Step three. 95 00:04:59.740 --> 00:04:59.740 96 00:05:00.000 --> 00:05:06.440 That's all they are then cadence. How often do you have to do this? Right? So if it was like reconciling the books 97 00:05:06.440 --> 00:05:08.240 Well, you should do this once a month 98 00:05:08.240 --> 00:05:12.600 Obviously if it's opening the factory, it's every day or Monday through Friday or whatever the frequency is 99 00:05:12.600 --> 00:05:18.760 So you tell them how often this has to happen. That's a one phrase thing and then the checklist, right? 100 00:05:18.840 --> 00:05:25.280 Here's the checklist. These are the main points the non-negotiable things. They have to check off. Did you unlock? 101 00:05:25.440 --> 00:05:26.880 Did you turn off the alarm? 102 00:05:26.880 --> 00:05:33.260 Did you these are the checklists right? And so what we found out is when you do this 103 00:05:33.680 --> 00:05:37.480 People develop play this now. Why is this helpful? 104 00:05:37.960 --> 00:05:42.640 This is helpful because if something breaks in your in your process 105 00:05:42.640 --> 00:05:46.560 We all have stuff with somebody dropped the ball something happened 106 00:05:46.560 --> 00:05:52.560 And as we always say here at leader forge is that you know, don't get mad at the people fix the process 107 00:05:52.560 --> 00:05:56.240 Well, how do you fix the process you tell them go and make a playbook? 108 00:05:57.000 --> 00:06:02.280 Now that we have a playbook we fix the problem. So this doesn't occur again, right? 109 00:06:02.600 --> 00:06:07.560 So that's the one use of it. The other use of it is if you've just hired somebody new 110 00:06:07.640 --> 00:06:10.680 This is a fantastic way to give them a list of playbooks 111 00:06:10.720 --> 00:06:14.120 So they know how to do every part of their job from the person 112 00:06:14.120 --> 00:06:19.080 They've just taken over from rather than going and bothering the person who's maybe still works there 113 00:06:19.720 --> 00:06:21.840 But if somebody leaves what do you do? 114 00:06:21.840 --> 00:06:27.800 There's this loss of competence this loss of of core knowledge suddenly and it's extremely expensive 115 00:06:28.240 --> 00:06:32.880 To retrain somebody then they go retrain somebody they go playbooks 116 00:06:33.560 --> 00:06:39.360 Captures that value captures that knowledge and hands it to the next person who can then improve on the playbook 117 00:06:39.640 --> 00:06:43.520 so what we do is each playbook has an owner and 118 00:06:43.960 --> 00:06:49.760 That owner is responsible for keeping it up to date and for actually using it, right? 119 00:06:49.760 --> 00:06:55.400 And if somebody if they hand it off, there's a formal you are now the owner of this playbook 120 00:06:55.400 --> 00:07:00.680 So I have a list somewhere where all the playbooks are we do it all in notion and on the notion tables 121 00:07:00.680 --> 00:07:03.800 We can see who owns what playbook and who's responsible? 122 00:07:04.200 --> 00:07:06.680 So now they can watch a video 123 00:07:07.240 --> 00:07:10.880 Right. It's very straightforward. The three these go through the four C's, right? 124 00:07:10.880 --> 00:07:15.480 They can watch the video and they can see the person recording themselves 125 00:07:15.480 --> 00:07:19.200 And then they can see the steps the course they need to go 126 00:07:19.640 --> 00:07:25.200 So for instance if somebody was doing how to hire somebody, right? 127 00:07:25.200 --> 00:07:30.560 They've watched the playbook on hiring. They figured out they've seen these are the I have to place the 128 00:07:31.160 --> 00:07:35.560 You know, I have to place the application in on social media and job boards 129 00:07:35.560 --> 00:07:38.320 I have to narrow the list down to five 130 00:07:38.640 --> 00:07:46.160 I have to send this up five top people and interview with their department manager and then the department manager is going to pick 131 00:07:46.160 --> 00:07:48.240 Their top choice. Okay, something like that 132 00:07:49.040 --> 00:07:53.920 Then the cadence well in this case, you'll do this every time you need to hire someone or in some case 133 00:07:53.920 --> 00:07:55.920 I do this monthly. I have to do this weekly 134 00:07:56.400 --> 00:08:02.960 Right, and then the checklist like did we post the job? Did we receive at least 20 resumes? 135 00:08:02.960 --> 00:08:06.080 These are all the checklist always includes the non 136 00:08:06.560 --> 00:08:14.680 Non-negotiable. So again, those are the four C's pick up the camera make a video. It's not production quality. Just talk to 137 00:08:15.800 --> 00:08:18.760 Lay out the course the steps three the cadence 138 00:08:18.760 --> 00:08:23.280 How often do you need to do this and for create a checklist so that it's really clear 139 00:08:23.720 --> 00:08:31.280 So as we're going through that process, I want to just add a few thoughts that real practical things that have helped us 140 00:08:31.760 --> 00:08:33.200 so 141 00:08:33.200 --> 00:08:36.240 One of the things is when you've done when you've made a playbook 142 00:08:36.520 --> 00:08:40.640 Play it through for somebody who doesn't know anything and see if they can follow it 143 00:08:40.919 --> 00:08:44.720 Now if you haven't got somebody like that do it for yourself go through it again 144 00:08:44.720 --> 00:08:46.200 So pretend you know nothing 145 00:08:46.200 --> 00:08:51.320 Reset your mind and go through the playbook and follow your own steps and see that they actually make sense 146 00:08:51.320 --> 00:08:53.720 And you only have to do that once to make sure the quality is there 147 00:08:54.640 --> 00:09:00.200 Second big thing we've learned is to continually improve your playbooks the first time you do this 148 00:09:00.200 --> 00:09:03.320 You're unlikely to get everything nailed down, right? 149 00:09:03.320 --> 00:09:07.760 So you can add a second video if you have to and you can add more steps in the course 150 00:09:07.760 --> 00:09:12.840 Or you can have more elements in the checklist. Oh, I forgot to check that before we send out emails 151 00:09:12.880 --> 00:09:17.160 We've got to make sure that the links work and that this happens and so forth 152 00:09:17.680 --> 00:09:23.440 So what happens over time is you start to realize certainly these things can have automation tools 153 00:09:23.440 --> 00:09:25.440 There are things that can make it better 154 00:09:25.560 --> 00:09:30.640 Maybe some AI piece or something else, but the whole idea is that you own a playbook 155 00:09:31.440 --> 00:09:35.880 Don't feel like you have to get everything in the playbook the first time 80% is good 156 00:09:35.880 --> 00:09:41.520 And then just tweak it and tweak it and tweak it and so that if you hand it off to somebody else being the owner 157 00:09:41.800 --> 00:09:44.760 They would take on that responsibility