Agenda

• Address any questions from the kick-off during the all hands. (3:30-3:45)
  
  
• Discussion, alignment, and ownership of what the 10 tenets and “anti-tenets” mean to you and Vision. (3:45 – 4:15)
  
  
• Discussion of 3 Questions from David – did today’s discussion change your initial thoughts?  (4:15 – 4:50)
  
  
• Prepare for next steps – Developing a mechanism and structure for this initiative
  • • How are we going to define, develop, foster, & maintain the customer focused culture at Vision?
      • What activities will promote this mindset?
      • How do we establish our goals?
      • How do we measure success?
      • How long is the commitment?

Meeting Summary

The 14 Visionaries in attendance* talked out loud about what the 10 Tenets of Exception Customer Focus and 10 Things That Erode Customer Focus mean to each of us and we had verbal alignment on what these 20 items meant. 

As a result of the discussions, two tenets were adjusted to add clarity.

Item #4 - "Every customer request matters." was updated to include "& deserves a response." so now says "Every customer request matters & deserves a response."

For item #9 - we replaced the word "acknowledge" with "own" so now it says "Listen, own our mistakes and fix the problem NOW; always act with urgency." 

We did not get around to answering the three questions David N. posed.

For interest of time, in preparing for the next steps, we discussed and agreed that this effort has to be organic, has to come from within, agree that we will be setting up mechanism and structure outlined in the agenda.

As the immediate next step, David N. recommended that we start with a survey to all staff members so that we can get a baseline of where everyone thinks of the this effort and the tenets. Jung is to create a core team around this initiative, and as the next step, draft and send out the survey.

*David N., Mike, Uriz, Drod, Rick, Liam, Natalia, Adriane, Kristoffer, GA, Gar, April, Brian & Jung, 

recording started 20 minutes into the meeting