Monarch Notes

In two days, the final two people will join the team. One was on maternity leave and one had to be hired. This will mean that we are located in six states and two countries. We are also kicking of our Enneagram project, but will call it the Team Development project because no one knows what they hell an Enneagram is and few peopel can pronounce it. The team seems to be jelling, but there is still a way to go. We now haove our staff meetings in place. And we are beginning — or the team is beginning to realize that I want to build a learning organization. In almost ever conversation I ask ‘what did you learn.’ When I did this last week, it was interestingt that the more junior folks (the ones located in Tucson and who have experience working the phones) were the only ones to have learnings to share. Tremendous insight that I think people in Mt. View sometimes try and solve problems and proivde solutions before trying to figure out the VOC (Voice of Customer). In the past, unless you were on the phone, learning about a customer was an event driven affair — that would take place in a focus group, usability study, etc. Now it is a whole new ball game. All anyone has to do is go online and participate or ‘lurk’ in a community. I call it the ‘Monarch Notes’ for our employees. So the least our team could do is get online and read…