Stage 1 — Team Workbook video transcript
Fictional workplace scene

As you watch, notice what this team does

that resembles your own.

This team has plenty of work, but customers

are waiting.

Each manager sees a different cause, and the

owner thinks the answer is more staff.

Watch how they move from defending their departments

to choosing a result they can own together.

12 days before we start, we'll lose customers.

We need more technicians.

more technicians won't help when jobs arrive without

the parts confirmed.

My team gets the sale.

We can't check every detail.

but someone has to.

I'm answering calls about dates we shouldn't have

promised.

So sales is the problem?

No.

Where does the work stop?

I thought staffing was the problem too.

What did the team's review show?

20 recent jobs.

The median wait was 12 business days.

Several sat because details were missing, even when

a crew was available.

Fine.

But a long checklist will slow every quote.

Then check before we promise a start date,

not before we quote.

Crew, parts, customer access.

Confirm those, and I can own the date.

And I get an answer quickly?

I can't leave customers waiting for operations.

Agreed.

Let's set a response time and test it

this week.

What result will we review?

Reduce the median wait from 12 to 8

business days over 90 days.

I'll own that result.

I'll track promises kept, so faster doesn't mean

less reliable.

What about the new service area?

We've already had inquiries.

With the same crews, we haven't fixed the

delays here.

If we wait, a competitor could get that

work.

That's a real risk.

What happens if we take it now?

More promises on top of the ones we're

missing.

keep the inquiries.

No launch commitment yet.

We'll review expansion after this cycle with the

service results in front of us.

I can explain that, but put the review

date on the calendar.

Agreed.

What happens next?

Sales confirms the job details before asking for

a start date.

Operations confirms capacity and owns the schedule.

I'll bring the first results Friday.

I'll record missed promises and the reasons.

We need to see those too.

Good.

Bring your findings and your recommendation, not just

a request for me to decide.

Where do our priorities compete?

Pause here and agree on what needs attention

first and what can wait.

Then continue with the matching stage in your

Team and Employee Engagement Workbook.