Topic: Creating Your Brand Through Operational Excellence
Guest: Dan Gordon and Donnie Shelton
In this episode we discuss:
Why a brand all starts with the company's owner and trickles down the to the team and company overall
How Yeti is an example of a brand that delivers on its promise
Why Dan equates building your brand to working on your car
How it's a two-pronged approach: systems and people
What Donnie learned when a colleague tried to buy service from his company
Why standardization of services is important to branding
Why the fundamentals are systems and simplicity
How Southwest Airlines built its brand by getting really good at a few things
Donnie's take on how the role field operations play
Why it's important to have dashboards but not to get distracted by the software and data
Project management software for daily, weekly, monthly and annual checklists: Basecamp
Advice: "The real question you need to be asking is, 'How do I fulfill the (brand) promise as best as I possibly can?" —Donnie Shelton
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