Transform - Create a culture with an insatiable thirst for knowledge
Create a place where questions are always asked; I mean to the point of being annoying. Have your team discussing issues with and challenging each other daily - not in an aggressive, confrontational way, but with a desire to produce the best service/product/experience they can. Do you have an insatiable thirst for knowledge? For years I did not, and while I do not consider those years wasted, I could have done a much better job reaching my potential. Surround yourself with curious, positive people.
What do you really enjoy? I am a fanatical soccer fan. I traveled across Europe and the US to watch games. I have even attended conferences with fellow supporters without a match to watch! I have never been able to turn that passion into a career, but what is to say you could not turn what you love into what you do every day? By getting that thirst for knowledge, that dream could be just one discovery away.
It helps to transform users into customers, because suddenly what would have been nagging user problems are opportunities to develop something new, to learn, to innovate, to get involved. People love a sense of accomplishment in solving a problem or completing a puzzle. Imagine if your customer continually brought you new, exciting problems to solve. Would that be a drag? Probably, if it was just users complaining, but when you frame it as customers offering you new business opportunities, it becomes a challenge worth taking on.
Do not be concerned if there is healthy rivalry inside your team. A little competitive sparring between colleagues can help keep them sharp and on their toes. It can help prevent pickling or complacency setting in. Maintaining the thirst for knowledge becomes everyone’s responsibility, not just its initial champion!
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