During that tiger-riding phase of growing your business, when you’re growing fast, when new opportunities are coming at you thick and fast, and it feels right to take as many of them as you can; it can feel like everything is out of control. It can feel like nothing is working as it should, so you have to be everywhere, supervising everything, checking everything, or the tiger will run away with you.
You might think that this would be the worst time to start writing down your Customer Experience Score.
You’d be wrong.
Because, by giving yourself space to get your music out of your head, you also give yourself space to think about how ‘doing things right’ can be made easier to achieve. Sometimes ridiculously so, with a ridiculously simple change, such as creating a Prop for others to use that literally helps them see through your eyes.
Because, as you write down what till now has only been playing inside your head, you see how the part you wrote for the violins is very close to what the violas will need, and the oboes, and with a few more tweaks, the clarinets. Suddenly, the job of getting it all down is much smaller than you thought.
And because, as you write the first few parts, and see how easy it is to get your Orchestra to play them beautifully, even when you’re not in the room, you realise that the next part you write is likely to work just as well, and the one after that, and the one after that. Suddenly, the job of getting it all down is far less urgent than you thought.
And so you realise that you can loosen your hold. That the tiger isn’t going to run away with you. That you can spend time building her a generous and beautiful reserve in which she can flourish.
You’ll never be done of course, but now you know how easy it is, you can enlist your team to help you.
And once they know as much as you do about how your business should work to make and keep its promises to customers, you can step back and enjoy watching your tiger become a streak.
Discipline makes Daring possible.
It also makes it easier.
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