{"id":2622,"date":"2013-09-12T00:00:00","date_gmt":"2013-09-12T00:00:00","guid":{"rendered":"http:\/\/otava.test\/15-minutes-a-day-our-investment-in-a-customer-and-results-oriented-culture\/"},"modified":"2013-09-12T00:00:00","modified_gmt":"2013-09-12T00:00:00","slug":"15-minutes-a-day-our-investment-in-a-customer-and-results-oriented-culture","status":"publish","type":"post","link":"https:\/\/www.otava.com\/blog\/15-minutes-a-day-our-investment-in-a-customer-and-results-oriented-culture\/","title":{"rendered":"15 Minutes a Day \u2013 Our Investment in a Customer and Results-Oriented Culture"},"content":{"rendered":"<figure style=\"width: 120px\" class=\"wp-caption alignleft\"><img loading=\"lazy\" decoding=\"async\" title=\"Mike Klein, Online Tech Co-CEO\" src=\"https:\/\/www.otava.com\/wp-content\/uploads\/2019\/04\/mike-klein-150.jpg\" alt=\"Mike Klein, Online Tech Co-CEO\" width=\"120\" height=\"160\" \/><figcaption class=\"wp-caption-text\">Mike Klein, Online Tech Co-CEO<\/figcaption><\/figure>\n<p>At Online Tech, the entire company starts every day with a 5-minute all-hands meeting.\u00a0 We review the results of the previous 24 hours, flag any outstanding customer issues and opportunities, and share critical updates across the company. The goal is for all of us to walk out of the daily \u201chuddle\u201d with a snapshot of the progress towards our goals, celebrate our successes and catch client issues so we can address them quickly.<\/p>\n<p>Each department also meets as a smaller group for 5-10 minutes each day to discuss the day\u2019s goals, obstacles they need help with, and other issues that may arise day-to-day.<\/p>\n<p>This takes 15 minutes of everyone\u2019s day.\u00a0 If you add up all the time we spend communicating in our huddles, we invest well over a man-month of time each month in this rhythm of communication across the company.<\/p>\n<p>Why do we do it?\u00a0 We believe the investment pays great dividends in 3 key areas:<\/p>\n<ul>\n<li>Transparency<\/li>\n<li>Rapid Communications<\/li>\n<li>Results-Oriented Culture<\/li>\n<\/ul>\n<p><strong>Transparency<\/strong> \u2013 Every day, everyone in the entire company is looking at results against goals, including revenue, marketing leads, new &amp; lost clients, client-impacting incidents and exceptional\/unexceptional experiences.\u00a0 It\u2019s hard to <em>not<\/em> know what\u2019s important to the company\u2019s success when the scoreboard is reviewed every day.<\/p>\n<p><strong>Rapid Communications <\/strong>&#8211;<strong>\u00a0<\/strong>If a client has an experience that was unexceptional (our language for the opposite of the <a href=\"https:\/\/otavawebsite.wpengine.com\/blog\/the-journey-to-articulate-online-techs-purpose-exception-people-delivering-exceptions-experiences\/\">exceptional experience<\/a> we strive to deliver), or if we have a client-impacting event, everyone in the company knows about it at 8:30 AM \u2013 including the root cause and how we plan to make sure it doesn\u2019t happen again.\u00a0\u00a0 If someone on our team catches a fellow teammate delivering an exceptional experience or demonstrating one of our core values, we ask them to call it out in the huddle so we can celebrate their success.\u00a0 There is no better way to keep everyone on the same page about client-facing issues and experiences than to talk about it every day.<\/p>\n<p><strong>Reinforcing Our Results-Oriented Culture <\/strong>\u2013 I believe one of the reasons we consistently grow 35-40% per year is our focus on goals and results.\u00a0 Every quarter, the company, each department, and each individual signs up to 3-5 key goals that will have the biggest impact on our success.\u00a0 Our daily huddle gives us the opportunity to see in real-time how we\u2019re doing against our goals. At the department huddles, each employee can bring up any obstacles that are standing in the way of meeting their commitments to the company and get help removing those barriers.<\/p>\n<p>I\u2019ll admit, a productive daily huddle process takes quite a bit of organizational discipline to start and keep on track.\u00a0 It\u2019s also a significant investment of our collective time to meet every day and communicate.<\/p>\n<p>However, after 5 years of daily huddles, it\u2019s become the heartbeat of the company.\u00a0 15 minutes every day to make sure we know where we\u2019re going &amp; how well we\u2019re doing against our goals.\u00a0\u00a0 I can\u2019t think of a better investment of our team\u2019s time.<\/p>\n<p>Find out more about our <a href=\"https:\/\/otavawebsite.wpengine.com\/about\/\">Company<\/a> and read about our latest <a href=\"https:\/\/www.onlinetech.com\/news\/overview\">News<\/a>.<\/p>\n<div>\n<p>Mike Klein also recently described Online Tech&#8217;s core purpose in a podcast interview with Ted Sarvata, including an emphasis on quality people &#8211; &#8220;Exceptional People Delivering Exceptional Experiences.&#8221;\u00a0<strong><a href=\"https:\/\/www.onlinetech.com\/news\/in-the-news\/podcast-exceptional-people-delivering-exceptional-experiences\">Visit our website to listen to the podcast now.<\/a><\/strong><\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>At Online Tech, the entire company starts every day with a 5-minute all-hands meeting.\u00a0 We review the results of the previous 24 hours, flag any outstanding customer issues and opportunities, and share critical updates across the company. The goal is for all of us to walk out of the daily \u201chuddle\u201d with a snapshot of the progress towards our goals, celebrate our successes and catch client issues so we can address them quickly. Each department also meets as a smaller group for 5-10 minutes each day to discuss the day\u2019s goals, obstacles they need help with, and other issues that may arise day-to-day. This takes 15 minutes of everyone\u2019s day.\u00a0 If you add up all the time we spend communicating in our huddles, we invest well over a man-month of time each month in this rhythm of communication across the company. Why do we do it?\u00a0 We believe the investment pays great dividends in 3 key areas: Transparency Rapid Communications Results-Oriented Culture Transparency \u2013 Every day, everyone in the entire company is looking at results against goals, including revenue, marketing leads, new &amp; lost clients, client-impacting incidents and exceptional\/unexceptional experiences.\u00a0 It\u2019s hard to not know what\u2019s important to the company\u2019s&#8230;<\/p>\n","protected":false},"author":3,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1],"tags":[],"other_category":[],"class_list":["post-2622","post","type-post","status-publish","format-standard","hentry","category-uncategorized"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>15 Minutes a Day \u2013 Our Investment in a Customer | OTAVA<\/title>\n<meta name=\"description\" content=\"15 minutes every day to make sure we know where we\u2019re going &amp; how well we\u2019re doing against our goals. It&#039;s a great investment of our team\u2019s time.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.otava.com\/blog\/15-minutes-a-day-our-investment-in-a-customer-and-results-oriented-culture\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"15 Minutes a Day \u2013 Our Investment in a Customer and Results-Oriented Culture\" \/>\n<meta property=\"og:description\" content=\"15 minutes every day to make sure we know where we\u2019re going &amp; how well we\u2019re doing against our goals. 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