Dr. Michael Gervais

The second thing is, now we're talking about somebody didn't follow an SOP and there's a poor performance moment, is that I need to know and have a relationship with that person, with my teammate, with my employee.

I need to know what their scar tissues are.

I need to know what their hopes and dreams are.

And I need to make sure that I have a relationship with them that if I were to express frustration, it's fine.

It's just expensive for me.

And it's expensive and taxing for the other person.

But if we have a relationship and they know me and I know them at the right levels, I can say, John, what the fuck?

And John goes, oh shit, I know.

And I say, look, all right, we'll solve this later, okay?

How do we fix it?

How do we fix it right now?

And then so we go into, maybe that's kind of the lowest performance thing I would say.

At my highest version, the thing happens and I go, mark it, let's solve it right now.

We'll come back, no worries, let's solve this thing.

Come on, let's be great.

That would be a range.

And I have to know how they like to be coached as well.

Some people fall apart when there's public coaching.

So I have to know my teammates.

So well in advance, I ask all of my teammates, how do you want to be coached?