Product Enablement Principles
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John Cutler, Senior Director, Product Enablement, toast As John gets settled into his new product enablement role at Toast, he will discuss his reassessment of his own principles when it comes to operations, enablement, and generally helping others. Areas of focus for his talk will include how to build: - Happy teams, happy customers - Principles before process - Partners, not stakeholders: Co-designing change experiments with others - A force-multiplier: Trust = (Credibility + Reliability + Empathy)/Apparent self-interest - Safe-to-fail experiments and operationalize
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Product Enablement Principles
- @roryuxdx Toilets
- 2 © 2022 Toast, Inc. All Rights Reserved.
- 3 © 2022 Toast, Inc. All Rights Reserved.
- 4 © 2022 Toast, Inc. All Rights Reserved.
- 5 © 2022 Toast, Inc. All Rights Reserved.
- 6 © 2022 Toast, Inc. All Rights Reserved.
- 7 © 2022 Toast, Inc. All Rights Reserved.
- 8 © 2022 Toast, Inc. All Rights Reserved. Happy teams, happy customers Teams that are healthy, happy, have a sense of pride and ownership, and have the right mix of challenge and skill, are the path to happy customers. One is not more important than the other—they go hand in hand. Improvements that make customers happy at the expense of team morale are destined to be be unsustainable. Improvements that sustainably improve team effectiveness can move mountains on behalf of customers.
- 9 © 2022 Toast, Inc. All Rights Reserved. Principles before process. Why before way Any process will eventually break (especially if you are successful). Any tactic will change. Start with principles, and you'll discover the right approach for the current challenge. This isn't meant to diminish process (see below), just noting that principles establish a strong foundation.
- 10 © 2022 Toast, Inc. All Rights Reserved. Seek self-awareness and other-awareness Know you'll go into any situation with your own probablies and justs. These are your defaults. When you're in a position of helping others, you'll need to 1) be aware of your defaults, and 2) be aware that other people have defaults. Don't assume you see things as they universally are, and seek to understand how other people are processing the situation.
- 11 © 2022 Toast, Inc. All Rights Reserved. Limit change in progress Teams and individuals have only so much cognitive energy available for change, uncertainty, and experimentation. Respect their bandwidth. We're biased to assume our thing is The Thing. It isn't. Team members are juggling countless things, and our ask is but one tiny part of their work.
- 12 © 2022 Toast, Inc. All Rights Reserved. Explore, grow, and operationalize Don't jump immediately to heavy-duty change management. Stay away from forever experiments. Teams get tired from being the test patient for tons of experiments. Consider your portfolio of bets. Figure out what works. Grow things that work. Then consider what to operationalize at scale. At any given time, you'll have "services" in all stages of maturity. They build on themselves—strong foundations and platforms help you launch and explore new things.
- 13 © 2022 Toast, Inc. All Rights Reserved. Challenge the need for consistency (or make it a lot cheaper and safer) Standardization, consistency, and centralization are never free. And they are often not desirable. By default, question the need for consistency. When consistency IS desirable, work to make it cheaper and limit negative 2nd and 3rd order effects.
- 14 © 2022 Toast, Inc. All Rights Reserved. Seek leverage, always. Find a creative solution. Don't brute force problems. Refrain from settling for things that scale linearly (or sub-linearly). Seek outsized results from lightweight interventions. Embrace simple solutions that are a good fit for complex problems instead of naively simplistic solutions that don't respect the situation's complexity. Challenge assumptions around "tradeoffs". Challenge "that's how we've always done it!"
- 15 © 2022 Toast, Inc. All Rights Reserved. Trust is a huge force-multiplier Remember the trust formula. Trust = (Credibility + Reliability + Empathy)/Apparent self-interest. These are your levers. Do credible work. Be reliable. Listen and connect before charging ahead. And don't make this about you. Trust is nurtured through promises regularly kept. It is an output, not an input. You can't tell teams "trust each other". But you can promote an environment where more credibility, reliability, and empathy can emerge.
- 16 © 2022 Toast, Inc. All Rights Reserved. Think Big. Work small Working small without thinking big sends you on a wild goose chase. Thinking big without working small gets you nowhere, and you chase big plans forever. Find the right balance—a bias for action and systems thinking.
- @roryuxdx Toilets Ask Me Anything