the new game changers: driving performances by focusing on what matters

8/9/2019 The New Game Changers: Driving Performances by Focusing on What Matters

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THE NEW

GAMECHANGE

Driving Performanceby Focusing

on What Matters

Greg Long and Butler Newma


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Copyrigh © 2015 by Greg Long and Bu ler Newman.

All righ s reserved. No par o his publica ion may be reproduced, dis ribu ed,or ransmi ed in any orm or by any means, including pho ocopying, record-ing, or o her elec ronic or mechanical me hods, wi hou he prior wri en per-mission o he publisher, excep in he case o brie quo a ions embodied incri ical reviews and cer ain o her noncommercial uses permi ed by copyrighlaw. For permission reques s, wri e o he publisher, addressed “A en ion: Per-missions Coordina or,” a he address below.

Tird Bridge Press839 Bes ga e Road, #400 Annapolis, MD 21401 www. hirdbridgepress.com

Quan i y sales. Special discoun s are available on quan i y purchases by corpo-ra ions, associa ions, and o hers. For de ails, con ac he “Special Sales Deparmen ” a he address above.

Orders by US rade books ores and wholesalers. Please con ac BCH: (800)431-1579 or visi www.bookch.com or de ails.

Prin ed in he Uni ed S a es o America

ISBN: 978-0-9862531-0-2 (hardback) 978-0-9862531-1-9 (e-book)

Firs Edi ion

18 17 16 15 10 9 8 7 6 5 4 3 2 1


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vii

PREFACE

A Game-Changing Approach

I ’ t .Ta ’s he key insigh Jonah Hill’s charac er, Pe er Brand, had

in he popular 2011 movie Moneyball. Brand was rying o gureou how he Oakland A’s could cap ure a winning season wi hou

he bene o big-name alen , bu he migh as well have been

alking abou he challenge acing any business oday.Te ru h is, jus like he Oakland baseball eam in i s 2001

season, companies and organiza ions righ now are in rouble.I doesn’ ma er i he companies are regionally ocused or

global, he challenge is he same: ron line workers mus per ormconsis en ly a or above s andards i companies hope o win in

oday’s complex business environmen . I hey wan o leap rog hcompe i ion, companies mus gure ou how o build a eam andleadership ocused on he ac ions ha ac ually produce resul s andpu a pipeline in place or ensuring hey have a reservoir o alen

ha unders ands he demands o heir unique business.Bu how bes o do ha ? A solu ion is urgen ly needed.

oday’s corpora ions are dynamic environmen s in which peo-ple come and go, bo om-line pressures orce us o hink in heshor erm, and he nex new idea on how o save he company isalways righ around he corner. echnological advances change

he compe i ive environmen and demand our a en ion. Old


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viii THE NEW GAME CHANGERS

alliances ade. People are viewed as unimpor an . And i i can be

digi ized, disaggrega ed, and au oma ed, he prevailing hough iha i should be. I seems ha new s ra egies, ools, and pressuroccupy every bi o available whi e space in oday’s organiza ions.Te clu er is suffoca ing, and in he deluge, he ew ideas hacan ruly have impac are drowned ou by he cons an noise o

he new.

Chaos reigns in he work orce when good people are leo heir own devices o sor ou how o be success ul in hiever-changing and demanding ron line. And or new hires, hechallenge can be overwhelming so overwhelming hey ei herqui in rus ra ion, ci ing lack o clari y in heir jobs or worses ay and simply muddle hrough.

Le unaddressed, his si ua ion undermines organiza ionalper ormance leaving i ragmen ed, inconsis en , and lackingany hope o driving desired resul s. Tis crea es a rail o direproblems, ranging rom los sales o expensive rework o hugenes or regula ory viola ions.

Te magni ude o he si ua ion has gained C-sui e a en ion.Conven ional approaches o solve he challenges, however, keepcoming up shor . For example:

• Tere aren’ enough o he “bes ” people o go around. Who canargue wi h hiring only he bes people in heory? Bu hisapproach quickly bogs down when he ma h hi s reali y: helaws o s a is ics dic a e ha only so many people all wi

he op 10 percen . As more companies vie o hire hose ewpeople, he cos becomes prohibi ive. Mos organiza ions believe hey have o end up “se ling” or he many merely“good” people available in reasonable numbers and a afford-able cos s.


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A Ga me-Cha ngi ng Ap proach ix

• Compe ency or capabili y ameworks go only so ar. A capabili y

ramework approach has proved use ul in helping es ablishhe core knowledge and skills needed or employee develop-men and career planning. Bu i has one major weakness: idoesn’ help people know wha o do o be success ul when

hey’re ac ually on he job. Ta ’s why his approach alsoails o solve he challenge o producing compe en ron lin

workers.• echnology can’ solve every hing. An e iciency approach

addresses he problem simply by using echnology o reducehe number o ron line per ormers. While i has had some

successes, i has i s limi s. Pushback is coming rom hecompe i ive marke place as cus omers increasingly rejec aone-size- s-all men ali y and demand more human ouch in

heir dealings wi h companies.

Admi edly, each o hese approaches has some meri . Eachone does address cer ain sur ace aspec s o he problem. Ye each

alls shor in he same way: none provides he dep h needed ohelp “good” people deliver grea resul s.

When deployed as heen ire solu ion, hese conven ionalapproaches o en provide a alse sense o securi y o upper man-agemen . Un or una ely, hese ypes o ini ia ives oo o en reon he memory o hose who used o work on he ron line. Bumemories ade and jobs change. Curren op per ormers hold amen al model ha has na urally evolved o mee hose new chal

lenges. A company’s success hinges on crea ing a game plan hauses op per ormers’ ins inc ive amiliari y wi h wha is necessao mee hose challenges and drive desired resul s.

We have wri en his book o in roduce a differen ype osolu ion o he mos basic o issues acing all companies oday


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x THE NEW GAME CHANGERS

crea ing and main aining predic able, high levels o ron line

per ormance.Our approach is based on hir y years o rial and error, on heresearch and prac ices o a small group o individuals who have been commi ed o per ormance o he ron line, and on, qui e

rankly, years o asking he wrong ques ions, such as “Wha dopeople need o know?” “How do I engage he learners?” “How do

I modernize and mobilize my learning programs?” Tese are no bad ques ions, bu hey have no yielded he answers ha reallyma er. Ins ead, we rs have o ask a much more undamen alques ion: Wha specic ou comes do I wan my on line per ormers

o produce? Answering his ques ion requires a shi o perspec ive; i

requires a small bu signican quar er urn in hinking abou howo describe and ocus he developmen o ron line per ormers

We call he approach ha resul s rom his quar er urnOu comesTinking .

Ou comes Tinking is a game-changing s ra egy. Le ’s go backo he baseball analogy or a momen . Te insigh o he Pe er

Brand charac er was o s udy baseball players’ ou comes ra herhan heir physical prole, heir perceived po en ial, or evenheir compe encies. “Your goal shouldn’ be o buy players. Your

goal should be o buy wins,” Brand says during a pivo al scene in Moneyball. o win, a baseball eam needs o score runs. When he

eam s ar ed ocusing on runs and how individual players could be deployed o ge hem, he Oakland A’s in he movie, jus like

he eam in real li e, rans ormed rom a small-marke eam in oranchise ha could compe e wi h mul imillion-dollar ranchises

like he New York Yankees and he Bos on Red Sox.


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A Ga me-Cha ngi ng Ap proach xi

Bu how does Ou comes Tinking ransla e rom he baseball

diamond o he boardroom? When properly deployed, Ou comesTinking no only ackles he ough problem o ron line per or-mance bu also in orms o her impor an areas, such as recrui ing, job design, capabili ies, and learner engagemen .

From he ron line o he back office, our experience in pu -ing Ou comes Tinking in o prac ice has been bo h surprising

and gra i ying. When his new approach has been implemen ed,employees o en le ou an almos audible sigh ha speaks vol-umes: “Finally, hose people a corpora e ge i . Tey unders andmy job and are now providing me wi h real ools, raining, andcoaching o help me per orm i be er.” We have worked wi h hun-dreds o individuals in numerous companies over he pas hir y

years, helping each o hem, in heir own way, achieve his amaz-ingly gra i ying resul .

Like mos power ul ideas, Ou comes Tinking i sel is simpleand s raigh orward, bu pu ing i in o prac ice can be a challengeImplemen ing and adop ing he idea across an organiza ion cange “los in he noise” o oo many compe ing ini ia ives and unending dis rac ions ound in modern organiza ions. Movingan idea orward agains all o ha corpora e noise requires griand ocus. I akes bo h an inquisi ive mind and de ermina ionsome imes lo s o de ermina ion as well as a vision or how ishould play ou . As Alber Eins ein said, “Example isn’ ano her way o each, i is he only way o each.”

Wi h ha in mind, we offer you a s ory o one person’s queso discover he secre o per ormance an example o how aocused individual can marshal a group’s per ormance o achievehe kinds o resul s ha impac business.


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xii THE NEW GAME CHANGERS

Al hough he si ua ion, he company, and he charac ers are

c ional, we have drawn on many real-li e experiences o crea e as ory ha condenses, bu does no exaggera e, he “noise” ounin companies oday. And hough our view o Navy’s oo ball pro-gram is only rom he van age poin o loyal and dedica ed ans

he analogies used are relevan o he opic and he s ory.No ma er he size o your organiza ion or he ocus o your

business, cer ain roles are cri ical o your success, and each ohose roles has a ew impor an ou comes ha mus be arge e

Our hope is ha hrough his book you will nd an ally in yourques o arge , dene, and crea e me hods o produce he oucomes ha are vi al o your organiza ion. In so doing you can cu

hrough all he noise and be he ca alys or a winning leadershipdevelopmen s ra egy, one ha igni es individual and organiza-

ion per ormance so your company can reach new and exci ingheigh s.

Greg LongBu ler Newman


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1

CHAPTER 1

Monday Morning Staff Meeting

V hud. Aimee Mar in glanced over her shoulder o make sure herhree-year-old daugh er, Kylie, had no le any cherished objec s

in he backsea .Whew , Aimee hough as she eyed he loneremaining Cheerio. All clear.

Ano her smoo h drop-off a day care. No complica ions. She was relieved o realize she would make i o her mee ing on ime.Te squabble she’d had wi h her husband, Marc, be ore leaving

he house, abou why i ell o her o drop Kylie off a day caron he morning o he weekly leadership mee ing, had beenun ounded a er all.

Her office on he eas side o Washing on, DC, was onlywen y minu es away, and raffic owed smoo hly despi e he

morning drizzle o his early Oc ober day. She el relaxed; herdrive was un olding wi hou a hi ch. Aimee, a conden and

hir y-ve-year-old wi h an impressive rack record o success in bo h her business endeavors and personal li e, a acked her com-

mu e wi h he same concen ra ion and efficiency she appliedo any o her ask. She believed in pursuing excellence in all herunder akings.

Aimee el energized his morning and was looking orwardo he Monday morning leadership mee ing. Ta had no always


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2 THE NEW GAME CHANGERS

been he case during he our mon hs since her re urn o Calara

En erprises. Te decision o rejoin he work orce had been unex-pec edly hard or her. She loved every minu e ha she spen wi hKylie, and i had been hard o imagine anyone elseespeciallyanyone ou side he amily caring or her daugh er during

hese orma ive years. Tank ully, Kylie’s ransi ion o day carehad surpassed Aimee’s bes expec a ions. Kylie loved he social

in erac ion wi h he s aff and he o her children and was hrivin Aimee’s condence heading o he office his morning s emmedno rom a new sales win bu rom her peace ul ransi ion rom

ull- ime homemaker back o Calara En erprises.She wished Calara’s sales eam was making equal progress

wi h he ransi ion. I was no , however, and Aimee was searching

or answers. She had re urned o he company specically o sorhrough per ormance issues holding back he sales eam. Saleshad s eadily slipped over he las year, enough so ha Calara’scompe i ors were s ar ing o ake advan age o ha slippage.

Aimee couldn’ ye pu her nger on he roo o he prob-lem. Te sales raining ini ia ive ha had been pu in place eigh-

een mon hs ago had come highly recommended, bu i was no well received by he sales orce. S aff eedback was ha i was general and no really applicable o he sales role a Calara. Teini ia ive had los s eam over he las ew mon hs, and i wasimmedia ely obvious how o ge sales moving again. Tis lack oclari y rus ra ed Aimee. Par o her special alen had always be

ha solu ions or going orward “jus came o her” in he mido wha ever chaos exis ed, bu so ar, his challenge was differenCalara also seemed differen o her. Te “our people are impor -an ” e hic ha she had experienced during her rs s in a hcompany seemed o have eroded.


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Monday Morn ing S ta ff Mee t ing 3

As Aimee nego ia ed he s eady ra ic, her eye caugh

screen ash and she heard he chime o her iPhone, res ing aceup a op her lea her-bound journal on he passenger sea . Ta par-icular chime indica ed a new ex message. She glanced over a

her phone o check i i was Kylie’s day care in orming her ha shehad orgo en a er all o send some impor an i em in he rush oge ou he door his morning. Ins ead, she saw Bill’s name, her

riend and men or a Calara.“Bill?” she said aloud o hersel . “He never ex s me. Wha

could Bill possibly wan ha warran s a ex message? I’ll see himin wen y minu es a our mee ing!”

She could plainly see he rs ew words o he message:

Hi Aimee, sorry to relay this through . . .

She couldn’ see he res wi hou picking up her phone anden ering her securi y code.Why , she wondered or he ump een h

ime,did he in orma ion echnology services group manda e he useo securi y codes on personal devices?

She hough abou rying o en er he passcode while spli ingher a en ion be ween he phone keypad and he wo cars ahead

o her o reveal he res o Bill’s message. Ten she rememberedhow rus ra ed she ge s wi h o her drivers who pull ha ricEven so, she had o gh her curiosi y as her righ hand ins inc-

ively dri ed over o her phone. She pulled her hand back o he wheel and her a en ion back o he road. Bill’s message wouldhave o wai .

Aimee’s mind wen back o he unexpec ed phone call jusover our mon hs ago when Bill had reached ou o ask her o con-sider re urning o Calara En erprises as his “righ -hand man” olead he sales group hrough a moderniza ion effor . Te call hada ered her. Seven years ago he had picked her ou o he pack,


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guiding her hrough he corpora e office maze. She liked him

righ away, and his counsel had always been sound. Bill had joinedCalara wi hin he rs year o i s orma ion. He liked o brag hhis employee number was 9, s ill in he single digi s. Bill was asmar sales leader, and Calara’s ounder, Richard, always urned

o Bill or advice and guidance on he company’s sales s ra egyand direc ion. wen y- our years and much success had cemen ed

Bill’s legacy a Calara. Aimee was gra e ul ha during her early years a Calara, Bill had helped her develop a rela ionship wi hRichard, who was now re ired rom he day- o-day opera ion o

he company bu s ayed engaged as he board chairman.Since her re urn, Aimee had no iced he ension be ween

Bill and he new CEO, Ian, who had aken he reins jus over a

year ago. Al hough Ian and Bill never disagreed publicly, Aimeecould sense he s rain in heir rela ionship. She wondered i hiss rained rela ionship was behind Bill’s odd behavior over he las

hree weeks. He had grown quie la ely and was no engaging herregarding her effor s o reverse he sales eam’s slump.

Almos be ore he car ully s opped, Aimee hrew he car in

park and swi ched off he igni ion in one uid mo ion. She leher door closed, however, as she picked up her phone and impa-

ien ly yped in her passcode o re rieve Bill’s ex :

Hi Aimee, sorry to relay this through a text message.I wanted to give you a heads-up that I’ve made asudden decision to change course. Can’t explain.

You’ll do great.Bill

Aimee read he message again rs quickly, hen slowly,picking apar each word.Tis can’ be good , she hough as she


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sa rozen behind he wheel. Air rushed rom her lungs, jus like

when Kylie had acciden ly kicked her in he s omach las week.S ill s aring a he message and only hal aware o wha she wadoing, Aimee slid her humb across he screen o loca e Bill’s number and hi Call Mobile. Wi h each ring Aimee grew more anxious.

“You’ve reached Bill McCray. Leave a brie message and I willre urn your call as soon as I am able.” I was he sound o Bill’s

voice-mail message. Now Aimee el like kicking hersel , hink-ing she should have called him back as soon as she go he ex .“Doggone i !” she said o no one.

Aimee ga hered her belongings quickly and headed o heeigh -s ory building bearing he Calara logo. Maybe I can ca ch Bill on he way o he con erence room be ore he mee ing s ar s , she

hough as she headed across he parking lo .

Tere was no sign o Bill in he hallway, so Aimee s epped in o hecon erence room. She quickly scanned he polished mahogany

able as everyone ga hered or he leadership mee ing. Te hree

emp y sea s near he head o he able conrmed Bill’s absence, bu Ian and he new marke ing guy, Conroy, were also miss-ing rom he ga hering. Maybe I’m overreac ing , Aimee hough ,reec ing back on Bill’s ex .

As she worked her way around he large able o her usualsea , she was gree ed in ypical ashion by Fai h, her long ime col

league and he CFO.“Hi, Aimee. How was your weekend?” Fai h asked pleasan ly.“No bad. No bad.” Aimee responded on au opilo , dis-

rac ed by he ac ha he chair beside her, usually occupied bBill, remained emp y.


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She landed in her sea wi h an unen husias ic hud ha was

a ypical o her energe ic s yle, and she el a li le uncom or abha Fai h had no iced. She ook a deep brea h and surveyed heroom again. Te air was lled wi h he normal Monday morning buzz s ories o weekend vic ories and lamen s a how as he year was ying by. No one was ac ing he leas bi ou o he ordnary. Surely she was reading oo much in o he cryp ic no e Bill

had sen o her. Aimee exhaled a deep sigh and began readying her mind orhe mee ing in ron o her. I had aken a ew mon hs or her

ge used o he hurried cadence ha had become ypical o he beginning o each week since she had re urned.

Conroy en ered he room rs , only a s ep ahead o Ian and

bo h sho o wo o he open sea s near he head o he abConroy’s ace be rayed such a smug air o sa is ac ion, i lookeas i all his avori e college oo ball eams had won heir weekengridiron ma ches handily. Vic ory was wri en all over his ace,and he visibly worked o cons rain his joy.

Aimee’s s omach immedia ely igh ened a he sigh . Ian had

brough Conroy on board abou wo mon hs be ore Aimee’sre urn, and hough she did no know him well, she had beensuspicious o him rom he s ar . From Aimee’s van age poinConroy had shown no in eres in collabora ing wi h ei her Billor her as he worked o ormula e he new marke ing s ra egy

or Calara. He seemed always in a hurry and did li le o under-

s and he perspec ive o he people who had buil Calara. ClearlyConroy was convinced he had a be er way. Aimee didn’ agree. Teir big difference was in heir perspec-

ive o he ron line sales reps. Conroy believed in a op-downapproach. Tose rom corpora e, usually Conroy and o hers like


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him, would decide he answer and ell everyone exac ly wha o

do wha ac ics o ollow, wha accoun s o ocus on, and so onTe sales reps’ job was simply o execu e he program or ollowup he marke ing campaign.

By con ras , Aimee inheren ly looked o he people on heron line. Experience had shown her ha hey were closes o h

ac ion, and ha gave hem a s rong and relevan perspec ive ha

could in orm execu ive decisions. Where she s ruggled, however, was how o cap ure and boil down ha ron line perspec ive in a way ha was s raigh orward o unders and and apply.

“Well, le ’s ge s ar ed,” Ian said as he se led in o his sea . Te weekend buzz quickly aba ed and he group urned i s a en ion

o Ian. Bill’s chair remained emp y.

“I’d like o begin wi h an upda e on he marke ing ron .Conroy?” Ian con inued as he nodded in Conroy’s direc ion.Conroy smiled broadly, bu be ore he could ge he rs word

ou o his mou h, Aimee in errup ed.“Ian, don’ you hink we should wai ano her minu e or Bill?

I know he will be in eres ed in he la es on he marke ing ron

“No, we can begin,” Ian said cur ly. “Conroy?”“Tanks, Ian.” Conroy s ood up, which was no cus omary orhis mee ing. He had jus been handed he s age, and clearly he

was going o ake maximum advan age o i .“Well, as I men ioned briey a couple o weeks ago, I’ve been

working on a plan o radically change he way we go o marke .

Tis plan will springboard Calara En erprises in o he modernin o he digi al age,” he said wi h a smirk, “even i i is kicking anscreaming.”

As he res o her colleagues gave a poli e chuckle, Aimeedropped her head and s ared a he blank page in her journal


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lying open on he able in ron o her. Te overbearing manner

in which Conroy was delivering his message crea ed kno s in hers omach.“Ian and I worked much o he weekend o nalize he rame-

work o he plan, and we’re bo h very exci ed o brie you on i ” Aimee suddenly brough her head back uprigh and swung

her chair o ace Ian. “Ian, have you go en Bill’s inpu on his

plan?” she in errup ed Conroy wi hou apology.Conroy shi ed and posi ioned himsel o con inue his brie -ing, ac ing as i nei her he nor anyone else in he room had heard Aimee’s ery reac ion.

“Wai , Conroy.” Ian held up a hand, reasser ing con rol overhe mee ing. “Le me address Aimee’s concern.”

He urned o ace her. “Aimee, ha ’s a valid ques ion.However, you all should know ha , despi e my bes effor s o persuade him o herwise, Bill has resigned effec ive immedia ely.”

A hush lled he room. Conroy remained s anding, acing heres o he eam, clearly he only one in he room who was no surprised a he news. He ried o eign a sad look bu ooled no one

As Ian con inued, Aimee could eel he eyes o he leadershipeam as hey s ole glances a her, curious a her reac ion. Tecolor drained rom her ace as she glared in Ian’s direc ion. Ahundred hough s raced hrough her mind. She el alone wi h-ou her ally and men or, isola ed a he able among he o heleaders o Calara.

Ian con inued, “I know ha you would like o hear morein his regard; however, Bill and I bo h agreed no o share hede ails o our discussions beyond he nal resul , ha is. So while I know ha his news is disrup ive, I urge us all o s ay

ocused on our ask a hand. I will be working wi h each o you in


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he days ahead o unders and he impac o his change and wha

we mus do o push orward.“Conroy, please con inue wi h your brieng,” Ian said quie ly bu rmly.

Aimee didn’ hear ano her word Conroy had o say. She el be rayed on all ron s. Be rayed by Bill, who hadn’ given her anyindica ion o wha he mus have known was coming. Be rayed by

Ian. None o his made sense. Why had Bill hired her o help himmove he company orward and modernize sales i he was plan-ning o go soon? For all in en s and purposes, Bill had vanishedand le her o ace he challenges alone.

Aimee closed he door behind her as she re urned o her office.Wha is going on? She wan ed o jus leave, pick up Kylie, and calli a day. She quickly pushed hose hough s aside. She knew leav-ing early would be seen as a sign o weakness by Conroy, and she wouldn’ give him he sa is ac ion.

Her hough s wandered back o her earlies days wi h he

company. She drew s reng h rom he memories o a differenCalara. I had been an elec ric ime. Everyone was engaged inmoving he mission orward, ex ending he grow h s reak, andul ima ely aking he company public. Te work hadn’ alwaysgone per ec ly, bu here were never any crazy surprises like

oday’s.

She smiled as she remembered how she was ini ially a raid oBill. His in ensi y in imida ed her, bu be ore long, she adjus edo his s yle and he wo o hem clicked. Te more she under-

s ood him, he more Bill came o rely on her. She also had buil as rong rela ionship wi h Joe, one o heir early sales rep hires. He


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shook hings up by consis en ly blowing his numbers ou o he

wa er. Bill and Aimee never comple ely unders ood jus how he worked his magic. Bu wha ever his secre was, he hree o hemoge her became an uns oppable orce, consis en ly per orming

above expec a ions. Tey even played oge her as a eam: Billin roduced Aimee and Joe o his passion or he spor o cycling,and hey o en ook early morning rides oge her be ore he office

opened.Ta alchemy be ween sales and managemen o produceresul s was jus wha she and Bill had been rying o revive among

he sales orce. Now wi h Bill gone, she was sorry ha she hadn’spen more ime wi h Joe upon her re urn. I no hing else came

rom oday, a leas she would commi o spend more ime wi

Joe and ge his perspec ive on how o reinvigora e Calara andre urn i o he produc ivi y o old.Be ore she even qui e realized wha she was doing, she

reached or her office phone and dialed Bill’s number on impulse.He mus be able o ell her some hing abou wha was going onhe owed her ha much.

Te phone didn’ even ring be ore voice mail picked up: “I’msorry o have missed your call. . . . ” Aimee sighed. Bu no sooner had she hung up he receiver

han he so ring o her desk phone was announcing ano her call.“Good morning, his is Aimee,” she said brigh ly, expec ing

o hear he sound o her ormer men or’s voice on he o her end.

Ins ead, she immedia ely s ar ed scowling as he cus omer on heo her end o he line unloaded a irade o complain s. While lis-ening, Aimee picked up her sales erri ory shee and saw ha hi

was one o ormer sale rep Frank’s cus omers. She’d been worriedsome hing like his migh happen when Frank suddenly qui .


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“Ta ’s correc , Frank is no longer wi h us. No, I can’ dis-

cuss he reasons or his depar ure. Yes, i was sudden. No, I’m noaware o your si ua ion, bu i you’ll ake a minu e o explainImmedia ely Aimee was almos sorry she asked, bu s ill she lis-

ened in en ly.“My deepes apologies, Mr. Cameron. I can ell ha you’re

upse , and I’d like o mee wi h you ace o ace o be er unde

s and he si ua ion and de ermine how bes o rec i y i .” Aimseamlessly shi ed in o cus omer repair mode, shrugging off heshock and disappoin men s o wha ranspired in he morningleadership mee ing. Her abili y o change gears quickly was oneo her s reng hs as a manager.

“Yes, I agree. You have every righ o be upse . Ta is no how

we opera e. You have my commi men ha I will personally sorhis ou and ge i xed.” Aimee’s direc ness and com or ing on were having he desired effec .

“How abou your o ice a nine a.m. omorrow morn-ing? . . . Again, please accep my apologies. Obviously his shouldhave been a ended o much sooner. I will call you when I arrive

in your lobby. Tanks, Mr. Cameron, or le ing me know. Yes, you can be conden we will make his righ .”Te phone was s ill rocking in i s cradle when Aimee swung

open her door and bol ed down he hall o her adminis ra iveassis an ’s desk.

“Doris, nd Joe and clear bo h our schedules or omorrow.

ell him I need him o go wi h me o Richmond his a ernoon. We’ll leave a hree or a cri ical cus omer mee ing. ell him I’ brie him in he car.”

In a mili ary-like abou - ace, Aimee headed back o her officeo call Marc o arrange or Kylie’s pickup a day care, while s ill


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barking orders o Doris over her shoulder. “And pull all o PBH’s

and Frank’s o her cus omer les. I need hem on my desk as soonas possible.”She se her jaw de erminedly. Tere would be no more sur-

prises around Calara no i she could help i .


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13

CHAPTER 2

Ride from Richmond

“ no ice, Joe,” Aimee said as he slid in o he Volvo’s passenger side,ready or he ride back o he office.

“Sure, no problem,” Joe replied wi h a sure and conden smile. A age y-one, Joe had a orm ha was a es amen o

passion or cycling, bu his s aid manner o dress belied his yearsin he sales business. A simple bu on-down shir , khaki slacks,and a blue blazer were his s andard wardrobe. No ancy sui s or Joe, even hough, based on his sales rack record, he could easilyafford hem. He had a knack or ge ing close o his cus omersin an au hen ic way ha led o deep, las ing, and very pro able

rela ionships. His uncanny rela ionship skills suppor ed Joe com-or ably and allowed him o send his daugh er o George own and

his son o No re Dame. Joe had spen his en ire adul li e in saleso one ype or ano her bu really seemed o se le in a CalaraEn erprises.

“I don’ know wha I would have done in here wi hou you,”

Aimee con inued. Joe smiled and gazed ou he window a hepassing scenery, as i receiving so much hear el praise made hismodes man jus a ad uncom or able.

“I reviewed all o Frank’s les yes erday. I don’ hink his ishe only cus omer o his ha has po en ial problems. How did we


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miss his? I guess I’ve been ocused oo much on in ernal ma ers

la ely.” Aimee was alking o hersel as much as o Joe.He had urned his head back o ace her and nodded as shespoke.

“We need o reassign all o his accoun s. And we need some-one experienced o ake over he PBH accoun . Ta one is reallyimpor an o us.” Aimee men ally ran hrough he lis o reps i

his region and came up emp y. She paused, hoping or Joe ooffer up a name.He didn’ .She glanced a him. “Okay, so we don’ have someone proven,

someone wi h he righ level o experience. Looks like we’ll needo hire someone, bu who?”

Joe smiled. “I will ake oo long o hire someone rom ou -side and ge hem up o speed in ime o have any impac on hePBH accoun . Bu I do have an idea. I ’s a li le risky, however.”

Aimee rowned. “Wha or whom do you have in mind?”“Sally,” Joe offered. Aimee had me Sally briey a a regional sales mee ing. She

seemed personable and carried hersel well. Bu she was so green.She had been wi h he company or only six mon hs.We do solitle o prepare new reps a Calara hese days , Aimee hough as sheprocessed Joe’s idea.

“Sally? I don’ know.” Aimee unconsciously shook her headrom side o side. “I don’ hink she has he righ level o experience

Aimee was rus ra ed. I only she could jus hire a supers ar,plug ha person in on he PBH accoun , and no have o worryabou i ur her. Tough she hesi a ed o admi i , she knew ha wouldn’ work. Everyone in he indus ry wan ed o hire peo-ple rom he limi ed supply o ruly op alen . Calara had i s


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Ride f rom Richmond 15

share o op per ormers like Joe, bu she wan ed more. She sighed

because she knew i was unrealis ic o simply hire hem. Wha shereally needed was a way o help good people achieve sales success aCalara. Bu how? How do you ge grea resul s rom good people?

She said, “I guess Sally could be a possibili y, bu you knowas well as I do ha we’re no ou o he woods ye wi h PBHIs she up o his kind o challenge? Even I’m no clear how we

should handle his cus omer and urn he accoun around. I’mespecially disappoin ed ha Frank le he accoun de eriora e s badly. I an icipa ed PBH growing in o a big accoun and havingreal impac on our our h quar er.”

“No o worry, Aimee. Mr. Cameron is going o come around. We’ll be ne. Sally will do a grea job, and I’ll back her up all he

way. We won’ le you down.”“How can you be so sure, Joe?”“I have deal wi h clien s like his a dozen imes be ore

wi h a dozen differen names in a dozen differen companies. Mr.Cameron is jus looking or someone he can rus . Tis was hisrs es o see i we can be ha kind o par ner.”

Joe’s condence was like ha o a pro gol er who had jushi a spec acular approach sho on his home course. His s a e-men hung in he air or a momen jus like a small whi e gol ba bouncing in he middle o a deep-green airway.

Aimee’s gu ins inc old her Joe would see his hrough. I jus need a way o clone Joe, she mused.Ta ’s wha I need o gure

ou . How do I make more Joes? She realized ha was he problema Calara he success o sales reps had been le up o chance or, worse ye , o “wish ul” hiring.

Jus hen, he dis inc ive ring o an incoming call hrough h Volvo’s Blue oo h phone connec ion in errup ed her hough s.


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Conroy’s name displayed on he console screen in he cen er o

he dashboard.Oh grea Conroy. I really don’ wan o alk o himrigh now. Bu she reached ou and pressed he Accep bu on onhe console anyway.

“Hello?”“Aimee, i ’s Conroy.”“Yes, Conroy, wha ’s up?”

“You missed he webinar his morning on digi al selling.” His barbed one was even sharper han normal. “I was impor an or you o be here. A las week’s leadership mee ing we all com-mi ed o a end,remember ?” His sarcasm made i no so much aques ion as an accusa ion.

“Ian really no iced your absence,” he con inued, “so I old him

I’d give you a call o ollow up. Tis doesn’ have any hing o do wi h Bill, does i ?”

“No, Conroy. No hing like ha .” Aimee was shor in herre or and hen ell silen , no rus ing hersel o con rol her an wi h Conroy.

“Hello, Aimee, are you s ill here? Did we lose he connec-ion? Aimee?” Conroy blas ed, irri a ion building wi h each word.

“Yep, s ill here,” Aimee re urned in an even one ha be rayedno hing.

“Aimee, do you have any idea,any idea , he rouble I wenhrough o line up ACP or a priva e presen a ion o his webi

nar?” Conroy’s rage was building and o ally dispropor iona e ohe circums ance.

“Conroy,” Aimee replied, her even one recalling he imesshe cooled Kylie down rom a emper an rum, “I know you like

his exper rom ACP, and rom he li le research I’ve done, he


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seems pre y credible. Bu come on, don’ make his in o such a

big deal ”“Aimee, hisis a big deal!”“Please slow down, Conroy. Le ’s alk abou his.” Aimee ried

once again o res ore some calm o he conversa ion.Tere was no reply.“Conroy . . . Conroy, are you here?”

Te amiliar sound o a disconnec ed line abrup ly emana edrom he speaker.She glanced a he dashboard con rol screen, expec ing o see

he message “Call ailed.” Ins ead, she saw he rou ine message“Call ended.”

“He hung up on me.” Aimee said, incredulous.

“Wha ?” Joe, who had obviously been lis ening o he conversa ion, chimed in.“Oh, no hing,” Aimee said quickly. “We mus have los our

connec ion.”“Come on, Aimee, wha gives? I couldn’ help bu overhear

Conroy and his one.”

“I ’s no hing . . . I hink. Don’ worry abou i .” Aimee wan ed o open up o Joe and le him in on wha was behind Bill’s abrup depar ure, bu she couldn’ . No ye . Sheneeded o know more abou wha was going on wi h Conroy and

he digi al selling ini ia ive wi h ACP. Te las hing she needed was o unnecessarily spook Joe and undermine his produc ivi y.

Un il she had a rm grasp on wha was going on and how o moveorward, she would insula e Joe rom he craziness.“Conroy was upse ha I missed a mee ing his morning ha

he had planned or over a week. I’m sure Doris old him I couldn’a end when she cleared our calendars or oday.”


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“Maybe he jus missed he message,” Joe offered. “Bu did he

ask you where you were ins ead o he mee ing?”“No. Te hough ha I migh have a more pressing issue hanhis mee ing apparen ly never crossed his mind.” Aimee had mean

or ha reply o sound ofand, bu she could hear he rus ra ionin her voice and knew Joe heard i , oo.

Joe nodded and hen looked ou he window hough ully.

“We are where we needed o be oday, Joe wi h a key cus-omer. I jus hope his Mr. Cameron comes hrough or us. I’mcoun ing on you o guide Sally. We can’ drop he ball again.”

“I’ll guide Sally o make sure Mr. Cameron comes around,” Joe reassured her, relaxing as he conversa ion urned back omore com or able ground. “I guaran ee i .”

A er she dropped Joe off a he office, Aimee s ayed in he park-ing lo and placed a call o Fai h. She wan ed o ge Fai h’s reaon he si ua ion wi h Conroy. Aimee had always been able o relyon Fai h’s guidance o help her naviga e he poli ics o Calara.

“Hello, Fai h, i ’s Aimee. Tanks or picking up so la e.”“Sure, wha ’s up?” Fai h’s ques ion carried no surprise.“Hey, I jus needed a sounding board. I hink I screwed up

wi h Conroy and have go en mysel in o ho wa er. Did Conroysay any hing o you?”

“Yes, he called and was pre y upse . I ried o alk him down

a bi . I said ha I was sure you had a good reason or missing hemee ing.”“Ta ’s jus i , Fai h. He didn’ even ask where I was or wha

had pulled me away.”“So where were you?”


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“I was wi h Joe making an emergency call on a clien . Frank

really bungled his one,” she explained. “I hink we managed oaver he wors , a leas or he ime being. Joe was really good,always. We’ll ge he rela ionship back in order.”

“I suspec ed i was some hing like ha . I know we can alwayscoun on you o handle he ough si ua ions wi h clien s. Ta ione o he reasons we brough you back.”

“Tanks, Fai h. Bu wha abou Conroy?” Aimee’s condence waned as she shi ed he conversa ion.“Conroy’s upse , very upse ,” Fai h’s one was sharp. “Te dig-

i al s ra egy ini ia ive is impor an .”“O course,” Aimee demurred, a bi surprised by Fai h’s one.

“I’ll call him omorrow. Any advice on how o approach he con-

versa ion o ge pas his?”Fai h’s pause was longer han expec ed and much longer han was ypical in a conversa ion wi h Aimee. Te dead silence caused Aimee’s s omach o do a ip.

“Okay, I won’ call. I’ll go o his office o mee him ”“Meanwhile,” Fai h cu Aimee shor her voice had rans-

ormed rom ha o a reassuring condan o ha o a person iposi ion o au hori y “you need o know I’ve asked Doris o pusome ime on he calendar or us omorrow o alk abou he quar

er’s projec ions. We have o make sure we’re mee ing he s reeexpec a ions. Tere are some hard choices ahead or us all.”

“I see” was he only response ha Aimee could mus er. “I’ll

see you omorrow.”“I’ll see you omorrow,” Fai h concluded abrup ly. Aimee el sick. She didn’ need o know he de ails o under

s and ha omorrow’s conversa ion would be an unpleasanone.


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21

CHAPTER 3

Changing Faith

F ’ cheer. Maybe i was he ac ha he overcas day blocked anhin o sunshine or he one in Fai h’s voice las nigh was coloring Aimee’s percep ions in a new way wha ever i was, Aimee

wi ched in he chair, her arms olded o ward off he chill she wasexperiencing as she wai ed or Fai h o re urn rom he prin er Aimee wasn’ used o eeling his way when i came o Fai h. Te

wo o hem had always main ained an open and suppor ive rela-ionship. Te warm h, even in Fai h’s gree ing as Aimee came in o

her office, was absen . I occurred o Aimee ha his was symbolio he new Calara i sel .

Fai h held he uns apled shee s o paper close o her bodyas she re urned o he office. Wi hou a word, she ound her way around her large, well-managed desk and placed he reshlyprin ed pages ace down in ron o her. Aimee wai ed silen lyarms s ill olded, or Fai h o speak. Her na ure was o jump righin and break he silence, bu she resis ed. Tis was Fai h’s mee -ing: I’ll wai or her o se he one , Aimee reasoned. Besides, eveni heir communica ion s yles were differen , in he end hey al wan ed he same hing business resul s. Since hey were alignedon ha , surely hey would even ually align on how o go abou i


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“Aimee, I really . . . we all really apprecia e he way you have

jumped in o keep hings going since Bill’s depar ure. Yes erday’sRichmond rip is jus one example.”“Tanks.”“One o he asks ha Conroy was helping Bill wi h was a

review o our overhead associa ed wi h he sales orce.” Fai hpicked up he papers rom he desk keeping hem close as she

ound he righ words or Aimee. “Changes are going on harequire us all o hink differen ly abou he way sales opera es.”

Wha changes? Aimee realized Conroy had lo s o ideas abouhow o change he marke ing approach, bu wha sales changeshas he convinced Fai h o ?Wha , she wondered,could Conroy possibly know abou he sales orce?

“Conroy nished his analysis la e yes erday. Bo om line: weneed o reduce our sales orce subs an ially, wi h a 20 percen cuimmedia ely.”

Te clipped cadence o Fai h’s words did no invi e commenrom Aimee as Fai h diver ed her eyes rom Aimee’s ace and bus-

ied hersel wi h he papers on her desk.Tough Aimee did no speak, every ber o her body was

sounding an alarm. She knew rom he phone call yes erday hahis was no going o be a pleasan mee ing, bu his was worshan she hough . Canning he very people who held he rela ion-

ship wi h he cus omers? Tis was a shor - erm x o reduce cos sha would jeopardize he long- erm pro abili y o he company

Wha was Fai h hinking?“Aimee, here are ough choices o make. Here is he recom-

mended lis o ini ial cu s ha Conroy developed based on ananalysis o las quar er’s sales resul s.”


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Chang ing Fa i th 23

Te wo women avoided eye con ac as Fai h pushed he lis

across he desk o Aimee, who reluc an ly received i . Wi houglancing up, Aimee began o scan he lis . As she did, she real-ized he names were mos ly people ha had joined he companyduring her absence. Ten her eyes landed on a amiliar name.

“Wha ? Fai h, you’ve go o be kidding!” Aimee blur ed. “JoeFabri is on his lis ! Tere is no way he should be remo ely con-

sidered. Conroy is nu s!”Te sudden anger in her voice broke he ension in he room

in a way ha caugh Fai h off guard. Aimee sprang o her eeowering over Fai h, who remained impassive behind her desk.

“Fai h, wha is going on?” Aimee’s in ernal alarms s ar edgoing off. “Why is Joe on his lis ? Why is here even a lis ?”

“Aimee, you know ha we’ve been under serious marke pres-sures over he las ew mon hs,” Fai h replied ros ily. “One o

he reasons Conroy had he lead in developing he lis is ha we wan ed o ake he emo ional elemen ou o he process.” Faieyed Aimee as i o underscore her poin . “Joe’s numbers mus nohave been good enough las quar er when compared o his cos o

he company,” she concluded dismissively. Aimee had no doub in her mind ha Fai h and Conroy were

approaching his all wrong, wi h po en ially disas rous resul s.She knew here was a be er way o solve his challenge, bu she jus couldn’ qui e ar icula e i .

Te bes she could come up wi h a he momen was “Is hisnal? Will Conroy be aking ac ion on all o hese people willhe look hem in he eye o give hem he news?”

Fai h olded her arms across her ches ; she was in ullau hori a ive mode. “No, aking ac ion on he lis is o ally yo


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responsibili y. We would like his o be wrapped up by he end o

he mon h. Le me know your plan as soon as possible.”Fai h re urned her gaze o he papers on he desk as sheadded, “And as always, don’ hesi a e o call me wi h ques ions.”

Aimee ook her cue. Wi hou speaking ano her word, sheolded he lis in hal , urned, and le .Fai h has los ouch wi hhe people who make he company go , Aimee hough . One o he

reasons hey had become such close colleagues over he years wasFai h’s empa hy or he people on he ron line, hose who did

he hard work every day o keep he company moving and, un ilrecen ly, growing. Wha ever was behind her change o a i udedidn’ ma er. Tis was no he same Fai h ha she had come oknow and rus .

Aimee gri ed her ee h or he res o he day and reluc anplodded hrough he remaining mee ings on her calendar. Whenshe nally re urned o her office, she bypassed he mo ion de ec-

or on he wall ligh swi ch. Her head pounded wi h a relen lessand sharp pain jus in back o bo h eyes, and she didn’ wan o

ace he brigh , ar icial glare o he overhead uorescen ligh s Aimee sa alone in her office in he near dark. Te day was

los . She did no remember a single conversa ion since she hadle Fai h’s office. Te lis Fai h had given her remained olded inhal and ucked in o her journal, which lay open in ron o her. Al hough emo ionally she was dreading i , her business mind was

elling her o pull ou he lis and review i in de ail. She needeo s ar ormula ing her plan regarding each o he individuals onhe page.


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Chang ing Fa i th 25

As she grasped he olded paper, she s opped shor o pulling

he page ou and looking a i again. She knew who was on helis . Joe was on he lis . Tis was all ha ma ered. Her hear sank.Tis was no longer he Calara ha she and Bill and Joe, or hama er had helped o build.

As much as she admired Bill over he course o her career, ahis momen she resen ed him. How could he leave her wi h his

mess? He had o have known wha was going on. Did he jus bail?Maybe ha explains why he didn’ alk wi h her be ore he le .Maybe he was eeling guil y or leaving her wi h all he hard deci-sions. She s ill couldn’ ge over his leaving wi hou warning. Ihe were s ill here, Aimee knew she would be si ing in Bill’s officerigh now alking his over wi h him, and oge her hey would

sor ou he whole mess.She could hear Bill’s voice in her head. “Aimee, you know wha your problem is. You don’ wan o re Joe because youadmire him you wan o be like him. In many respec s you are jus like him, jus a younger, more up- o-da e version. You and Joeand I, we’re all alike. We care ha our cus omers’ needs are me .

When we have a conversa ion wi h any one o our cus omers, weare having a conversa ion wi h a person, a person who needs ourhelp o succeed. We know his is no only he righ way o be, i

he smar way o be.” Aimee knew his no ion was absolu ely righ . She chuckled o

hersel . Bill’s no even here and he’s s ill giving me advice.

A ood o emo ion hi her. Calara has been buil in o a suc-cess ul company on s rong connec ions wi h i s cus omers con-nec ions ha come no hrough a slick digi al marke ing message bu hrough dedica ed effor s o people like Joe and her. Shecouldn’ even imagine Conroy in ron o a cus omer. She ried


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o pic ure Conroy, armed wi h his de ensive remarks and con-

descending a i ude, conduc ing he mee ing wi h Mr. Cameronin Richmond ins ead o using he can-do, we’ll-make-i -righapproach aken by Joe and her.Wha a disas er!she hough .

Aimee pulled he lis rom her journal and urned on heligh s. As she s ood over her desk reading he lis , really readingi or he rs ime, he ru h o he si ua ion s ruck her squa

i Joe goes, he s age is se or everyone like Joe o go. Joe is hrs domino in a long line o sales eam dominos ha wouldend wi h her.

She el he blood drain rom her ace.Tis can’ be happening .Beyond her own si ua ion, Aimee could see ha wi hou he

skill o he sales eam and he rela ionships i had orged wi

clien s, Calara En erprises’ posi ion in he marke place would bein danger.Her hough s urned back o Bill.Where is he? Tough she

had always s rived o be like Bill, i suddenly s ruck her ha inhis impor an ma er she would no be like Bill and jus abandon

ship. She could no urn her back on Joe. She had o come up wi h

a game plan.Her mind now racing, searching ran ically or a solu ion, shere urned o her s iff office chair.

Bill may no wan o be ound. Te reali y hi her. Her bodys iffened o ma ch he chair, bu her mind was ooded wi h con-ic ed hough s, subconsciously scanning every avenue or a

possible pa h ou o his mess. She kep hinking abou Calara’ business and her his ory wi h he company. Aimee grabbed her journal and began o doodle on he rs blank page.

She wro e he word “People” a he op o he page. She in uively knew ha he ul ima e answer lay wi h he people, he sa


35/47


36/47


orce, who had daily con ac wi h heir cus omers. A bi ur h

down he page she added he word “Resul s.” Wi hou ques ion,ha was wha hey were ul ima ely a er. Aimee’s spiri brigh ened as she rapidly drew several circles

around “People” and hen added an arrow down he page rom“People” o “Resul s.” She rein orced he arrow o make i s anou even more.How do I ie hese oge her? Aimee hough as sheadded a ques ion mark nex o her arrow. ake he new sales rep,Sally: how do we help new people like Sally gain clari y abou he job we are asking hem o do so hey know no only wha arge

o hi bu how o hi hem? Aimee scru inized he page in ron o her and almos hrough

reex added he word “Good” in ron o “People” and “Grea ” inron o “Resul s.” Tis was he ques ion ha haun ed her: “How

do we help good people achieve grea resul s?”Her doodling slowed and seemed o lose ocus as she pon-

dered his ques ion. Ten, ou o nowhere, ano her name poppedup: Sha e, her older bro her. A oo ball coach and ormer playerhimsel , Sha e had a differen way o looking a si ua ions and haalways offered her good advice over he years.

Her pulse picked up and he color re urned o her ace.He’ll give me a esh perspec ive. She gured she could ca ch him be ween

eam prac ice sessions i she called him on he way in o he officeomorrow. She smiled as she glanced down a her doodles again.

People, yes. And he person o coun on now was Sha e.


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39/47

31

CHAPTER 4

Coach Shafe

A A t R50 o her office jus ou side o DC, he sign or Rowe Boulevard

he exi ha led o he Naval Academy, reminded her o conversa ions wi h her bro her. Sha e lived and brea hed oo ball. Hes ar ed playing in Pee Wees when he was six and ell more in love

wi h he spor every year. She loved her big bro her. She alsoloved he ac ha all her emale riends re er o him as “ClaKen ” on accoun o his je -black hair, chiseled jaw, and broadshoulders a op his six oo , our inch rame.

When Sha e go he job as he offensive line coach a he Nava Academy, he was so exci ed i was hard o pu up wi h him. Every

conversa ion urned o oo ball. Be ore long, Aimee el as i scould coach he offensive line alongside Sha e. She had lis ened oso many impassioned explana ions o oo ball offenses, blockingschemes, and audibles or audios or wha ever hey called ha s uff.Bu , she had o admi , Sha e’s passion or he game drove him and

hose around him o new heigh s. Navy ac ually had a pre y good

oo ball eam, and Sha e’s passion was no doub par o Navy’success using he riple-op ion offense. Sha e spoke o he riplop ion admiringly a mul i ace ed offense ha relies mos ly onrunning plays. Maybe, hough Aimee, she could ransla e some o

ha passion in o some hing usable or Calara’s sales eam.


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She s rained o recall wha Sha e had ried o explain o her

over Tanksgiving dinner las year. He old her he key o Navy’s wins was somehow connec ed o scoring and ime o possessiono he ball.

“Oh gee, bro her, winning has o do wi h scoring? Duh!”she’d eased him hen. “Pass he urkey, will you?”

Now she wished she had ac ually paid a en ion. Had he been

alking abou how long i ook o score or how o score wi h possession o he ball? And wha abou passion or playing he game?How did ha ac or in?

She reec ed back on he si ua ion wi h Mr. Cameron inRichmond. Lo s o people had a passion or growing he busi-ness. Bu no all o hem could channel ha in o ac ion ha

ma ered. Aimee knew she could always coun on Joe, who con-sis en ly managed o conver his passion in o angible resul s onhe ron line o sales. Bu wha she didn’ know was his secre

doing i . Did he unders and some hing ha no one else did? Didhe jus care more? Or did he hink abou sales rom a differenperspec ive? Wha ever i was, he was clearly more effec ive han

mos . Somehow, Aimee el Sha e held clues ha would help herge a new perspec ive on her sales eam and x he problems halay ahead.

She pushed he Voice command bu on on he s eering wheel, said “Call Sha e on mobile,” and wai ed or he compu er voice o respond: “Calling Sha e on mobile.”

“Hey, Sis,” he answered quickly.“Hi, Sha e.” Second hough s gripped Aimee. Maybe sheshouldn’ bo her him wi h her work woes. Sha e was in he mid-dle o oo ball season and mus be overloaded already.

“Sis?”


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Coach Shafe 33

“I know you’re busy . . . maybe I should call back.”

“Wha ’s wrong?”“I really don’ wan o bo her you.”“ alk o me, Aimee.” Aimee smiled Sha e, always in problem-solving mode. “I ’s

jus work,” she replied. “I seems o keep ge ing worse, and nowhey wan me o re one o my op sales reps be ore he end o

he mon h! I eel in some weird way like i ’s an a ack on me, oo.No only ha , his is all going o end up compromising Calara’ssuccess.”

“Okay. Okay. Le ’s back up. Do you really hink ha he com-pany would allow some hing like ha o happen? Why are heysaying ha your rep’s going o be le go?”

“Pro s his quar er are down. Tey are looking or ways oquickly cu cos s.” Aimee paused. “Wha hey are orge ing is ha Joe is one o our op per ormers. I I had lo s more reps like Joe,more per orming a his level, our sales eam would drive he busi-ness hrough his slump.”

“ ell me how I can help, Sis.”

“Ta ’s jus i , Sha e. I can’ s op hinking abou your passionaround ge ing your linemen o per orm. How do you ge suchconsis en per ormance? Can I use he same principles here orour sales eam?”

“Well, ha ’s an in eres ing hough . I’ve never really consid-ered how our approach migh be used in a business environmen .

Wha led you o his connec ion?”“I don’ know, Sha e. Par ly i ’s you. You migh no realize i bu I really hear he way you alk abou your guys how heyare always giving heir all. How he line is key o Navy’s urn-around.” Aimee paused. “I know i ’s a s re ch, bu per ormance is


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per ormance, righ ? Tere has o be some hing in your approach

ha I can use.”“Tere you go again, Sis. Always hinking ou o he boxand looking or clari y. I love ha abou you. You could be on

o some hing here. Wha ’s he one hing ha you and your saleseam ocus on?”

“Sales or revenue, I suppose.”

“Okay, ha makes sense, bu you have o ge more specic.”“Wha do you mean? Wha ’s more specic han revenue?” Aimee asked wi h a renewed in eres . She had always aken orgran ed ha revenue was he end goal, he hing hey should al

ocus on. Bu Sha e’s ques ion immedia ely sparked an en irelynew rain o hough . Wha i she hadn’ hough deeply enoug

ye abou he end goal?Sha e con inued, “Look. I’m slammed righ now, bu can yous op by one day a er prac ice? We can s ar o map ou somepo en ial ways ha Navy’s approach o equipping he eam on h

oo ball eld may help you wi h your sales eam.”“Sha e, ha would be grea !” Aimee old him and hen hesi-

a ed. “You’re no jus being nice, are you? Te idea doesn’ soundoo ar- e ched?”“Absolu ely no ! Keep your chin up, Sis. I predic a game-

winning score in your u ure. Wha ever you do, don’ le he non-sense ge you down.”

“Tanks, Sha e. See you soon.” Aimee pushed he End Call

bu on on he console as she gave an audible sigh o relie .

Aimee whis led her own rendi ion o he Navy gh song as she walked quickly pas he BMW, Audi, and Inni i in he employee


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Coach Shafe 35

parking garage. She had a spring in her s ep ha had been absen

since Fai h gave her Conroy’s plan or elimina ing jobs. She couldhardly wai un il her visi wi h Sha e nex week. She was sure sh was on o some hing some hing ha would no only rans orm

he sales group bu could spread o o her places wi hin he com-pany. As she waved her securi y badge pas he door reader, shereached in o her small purse and grabbed her iPhone o quickly

conrm her schedule. As usual, she was among he rs in he building and she had an hour be ore her rs mee ing. Wi hou

hinking, she pushed he up arrow by he eleva or door. Aimee men ally began o map ou ques ions she had o ask

Sha e. How does he pick he s ar ing lineup? How does he equipno only he s ar ing players bu he backups wi h wha hey ne

o ge such consis en per ormance across he board, especiallygiven he recrui ing challenges Navy aces. Highly sough -a errecrui s rom linemen o quar erbacks always shy away rom Navyas a choice. Te bes high school players have pro oo ball careersas heir aspira ion, and a ve-year commi men o serve in hemili ary makes a pro oo ball career nex o impossible. So whocomes o Navy o play oo ball? And wha s ra egy do her bro hand he res o he coaching s aff use o ensure hey are compei ive agains o her eams? How do hey ge such grea resul s ouo players who o herwise aren’ supers ars? Wha makes he di

erence? So many ques ions!“I know! Joe!” Aimee said ou loud, s anding alone in he

middle o he quie morning eleva or. I was all coming oge her Joe loves oo ball. He is always spou ing off spor s analogies.She’d alk hrough her ques ions wi h him be ore her mee ing wi h her bro her.


44/47


Joe was always her go- o guy. For new ideas, difficul cus-

omers, raining or new reps wha ever she needed, Joe alwayscame hrough. Ta ’s why she knew she had o pu a s op o henonsense abou ring Joe. She admi ed his sales had been a li ledown over he las quar er, bu he was experimen ing wi h heposi ioning o he new produc sui e. Joe was he rs o no i

ha he old messaging was no going o work, and he was a h

ore ron o working ou a new value proposi ion. No way we’llle him go.She quickly shi ed back o hinking abou he sales eam.Te

Calara Offensive Sales S ra egy, modeled afer he amed Navy ripleOp ion. Joe is going o love i !

Te eleva or door comple ed i s lazy opening sequence, and

Aimee quickly s epped ou , her heels clicking down he nicelydecora ed hallway o her windowed o ice overlooking hea rium. As she rounded he corner, Aimee suddenly s opped andcocked her head sligh ly. Wha were hose noises? As she lis enedcloser, i sounded like Ian and Fai h alking. Teir voices werecoming rom her office and her office ligh was on. Wha was

happening? Aimee’s hear bea quickened as wi h each s ep she conrmedhe curious ga hering inher office, her island o sani y in his

o her wise crazy exis ence.“Hi, Ian. Hi, Fai h.” Aimee summoned a rm one as she

crossed he hreshold. Te com or able ban er ha Aimee had

de ec ed earlier rom he hallway evapora ed. “Didn’ expec nd you wo here. Wha ’s going on am I abou o ge red?” Aimee asked in an ofand, joking one ha belied he nervous-ness she el .

Ian was rs o speak. “No, no, o course no , Aimee.”


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Coach Shafe 37

Fai h chimed in: “Please, si down. We apologize i we s ar led

you. We all have a packed day ahead o us and Ian and I wan ed ogive you a quick heads-up.”“Heads-up? Heads-up abou wha ?” Aimee’s voice was miss-

ing i s usual upbea one.“Don’ ge concerned i ’s good news. Tings are moving

as around here righ now. Lo s o new ideas and he need o s

hings up.” Ian paused o gauge Aimee’s reac ion.Ian looked surprised when Aimee smiled sligh ly as she sud-denly saw he unplanned mee ing as an oppor uni y o changeIan’s and Fai h’s minds regarding cu ing he sales orce.

“I know ha Fai h has alked o you abou he need o downsize he sales organiza ion. We’re no aking such ac ion ligh ly

We bo h wan you o realize ha ,” Ian con inued.“I do realize i , and ha ’s why I wan o alk i hrough. Tiis a major change in direc ion, and we all need o unders and heimplica ions o our cus omers.”

Ian cu her off. “Believe me, Aimee, we’ve already been hroughhis. We weighed he pros and cons and have se led on a course.”

Ian’s one sha ered Aimee’s hope o guiding he conversa iono an abou - ace on he downsizing. Ins ead she suddenly oundhersel de ensively reac ing o Ian.

“So does ha mean he decision is nal? How can you makesuch a decision wi hou a lo more discussion?” Aimee’s voiceclearly showed signs o rus ra ion.

“No hing’s nal, Aimee,” Fai h jumped in. “Look, I’ll booksome ime or you and me o begin o map ou our direc ion inregard o he sales unc ion.”

Te room had become uncom or able. Aimee looked ouhe window and away rom he wo in ruders o ga her her


46/47


composure. She wouldn’ le hem ge he bes o her in hi

“ riendly” ambush.Fai h con inued, “Ac ually, we didn’ come here o alk abouhe sales organiza ion.”

“Really? Wha hen?” o Aimee’s mind, no hing was moreimpor an han saving he sales eam.

“We jus wan ed o give you a heads-up ha Conroy will be

s opping by la er oday. He’s going o ask or your help on henew ini ia ive ha he’s spearheading,” Ian said. His reversion ohis usual ma er-o - ac s yle calmed Aimee somewha . “Conroyis on o some hing, Aimee. I hink i will move he company o

he nex level.”“Conroy’s new projec will go a lo be er wi h your help and

suppor , Aimee,” said Fai h. Her one shi ed abrup ly o ha omen or and condan . “Jus hear Conroy ou when he s ops by.Ta ’s all we ask.”

“Te company needs you o be on board, Aimee,” Ian con-cluded as he quickly s ood and moved oward he door.

“Le ’s alk again a er you and Conroy have connec ed,” Fai h

said in a reassuring one as she ollowed Ian ou o Aimee’s office. As soon as she heard he eleva or door close and he muffledones o Ian and Fai h disappear, Aimee jumped up and slammed

her door. Te orce ul bang would have garnered a en ion up anddown he hallway had anyone else been on he oor a his hour.

Aimee s ood mo ionless. Her shoulders arched agains he

s urdy oak, unconsciously bracing he door shu les any addi-ional in ruders a emp o viola e he sanc uary ha she me iclously main ained.

Wha had his place become? Aimee was disappoin ed inFai h using heir riendship o manipula e her o suppor some


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Coach Shafe 39

cockamamie plan o Conroy’s. Aimee never wan ed o open her

office door again. She sighed. Wha made her hink she could jus walk back in o he work world and pick up where she had le off?She had ini ially been so op imis ic, com or ed by he numeroussuccesses she had achieved be ore she ook ime off o s ar her

amily. Bu he whole place was differen now. Decisions weremade in la e-nigh priva e sessions ins ead o in eam mee ingsand discussions. Tere were ac ions and alliances and secre s. Wha a mess! Te old openness and eam spiri seemed o begone. Also gone was he willingness o hink ou side he boxeven o alk abou ou side he box. How could she possibly hink

hey’d be open o any hing like applying lessons rom Navy oo - ball o he business? Wha was she hinking? Tis was no oo ball

eam, and she was no Sha e.

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