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Make Game Changing Plays

November 29, 2018 By The Support Soigneur Leave a comment


The holiday season brings family together, rewards some of us for enduring cold weather, and carries on traditions. It’s the most wonderful time of the year… especially if you are a football fan like me. Football is a tradition and a passion among many in my family, with my coworkers, and with our customers (right, Chris?).
Right around Thanksgiving things start getting interesting in the football season. The college teams have league championships and bowls and the NFL playoff race is shaking out.  If you are lucky like I feel this year, your team is on the rise with a new head coach, improved roster, and a playmaking defense.  One thing I’ve learned watching loads of football and absorbing the commentary, news, and lore is that having a positive turnover margin leads to a high chance of victory.  It’s true in every sport I’ve played –and at my workplace.
The turnover or (turnaround) is the play or moment that tilts momentum in your favor and helps me, you, and our team succeed – especially when the outcome is a score.  A defensive score, for example, is a huge factor in a football game.  Achieving a positive outcome in response to a challenge or threat is of major benefit for a company or an individual.
Achieving a positive turnover margin is simple. I protect the ball (my business) while still being aggressive enough to generate offense (make progress) and take the ball away from my opponent (and attempt to score).
My favorite teams, be it an NFL franchise or those I’m privileged to work with, are adept at taking the ball away on defense and scoring whenever possible. Think about game-changing turnaround moments in customer service. Whole companies are built on this: taking a dissatisfied or escalated customer interaction and making their day in the end.
How?

  • Protect the ball.
  • Secure my assets – and interests.
  • Protect reputation, market share, and profitability.
  • Be disruptive and seek to capitalize on opportunities.
    • I can’t jump every route and try to intercept the pass, but I should be looking for and working on the plays, processes, and projects that will be momentum boosts.
  • Be ready to make a big play, look for the right ones and trust my instincts…

…even if that takes me and three colleagues out of state with little notice on an over the top response to a challenging situation.

  • Find game-changing plays in operations.
    • Perhaps the process or part I am challenged by can become my – and your – strength.

Your team will win more than lose when maintaining a positive turnaround margin. When the other team is looking to score, don’t just settle for stopping them. Work on your weaknesses and seize opportunities to gain and swing momentum in your favor.


The Support Soigneur scores not only when he’s in the end zone, but when the turnover opportunity is seized. How do you make progress down the field? Add your thoughts below or email Ben directly!

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