‘Great Service Delivery’ Transcript
00:00:06:24 Hi everyone! My name is Ben Hart. I am a consultant for Lean Consulting
00:00:13:02 and I want to put together a little video around an observation I had
00:00:17:20 from my personal trainer. So just after Christmas, I put on a bit of Christmas weight
00:00:23:10 and I wanted to lose it so, I got in touch with my friend. who’s a PT and
00:00:28:03 he does a few things in the fitness world. One of the things I took away;
00:00:33:12 I never really assumed that they really understand what a really good service
00:00:36:12 delivery was. Despite a huge industry and with him being an independent
00:00:40:22 trader. I never really give credit to him. One of the things I found really amazing
00:00:48:19 was one of the core principles of great service delivery day to day
00:00:53:11 and they don’t know all the terminology. He didn’t catch any Kaizen from me
00:00:58:20 but he understands the principles of great service delivery and how it applies to me.
00:01:06:23 So, when we were talking about what I wanted to achieve which I’ve got a few things
00:01:10:15 like weight loss, muscle gain and general fitness inquiries and what he did was
00:01:15:07 put a set of measures that are aligned to what I wanted so he’d measure the
00:01:21:03 circumference of my stomach, my tummy – not actually my inside stomach.
00:01:28:10 And things like how I run. I run 5k. How much I could lift, and these are
00:01:35:00 outcomes you want to achieve. How are you going to achieve them?
00:01:38:14 What will it take for you to get more muscle? To be fitter? To lose weight?
00:01:43:20 So, we agreed on some things I need to do day in and day out to deliver that
00:01:47:23 different things like my calorie intake, the amount of protein I eat, the amount
00:01:52:19 of carbohydrates I eat, how much exercise I do, you know, high intensity
00:01:58:18. training, weightlifting. These are the thing he set up for me so basically
00:02:03:20 he set up a few different apps on my phone that allowed me to measure myself
00:02:07:14 daily about the food that I intake and at the end of the week he measures me
00:02:12:16 and says you know, “we want to achieve X, Y and Z this week. You know,
00:02:15:19 and a 2lbs. Weight lost, and you achieved that, great! When I’m looking at your
00:02:21:19 food intake, I can tell see that you’ve eaten 1,800 calorie per day which is great
00:02:27:23 and you’ve eaten the right protein. It’s good. But then some weeks, he’s like
00:02:33:18 well you can see here that you actually put on a bit of weight this week.
00:02:37:03 let’s look at what you did, well I can see on average you ate 3,000 calories a day
00:02:43:12. and let’s have a look at why that was. Right, you went out for beers a few times here
00:02:50:06. and had a few pizzas. It shouldn’t be surprising to you that you haven’t achieved
00:02:56:15 the outcome you wanted because the inputs are not within what we agreed”.
00:03:01:10. I thought it was really good that even in the fitness industry, something I never
00:03:07:18 thought of before they apply principles like input, throughput, output and
00:03:12:24 measuring those to achieve outcomes that you want, and he said to me,
00:03:19:16 it’s sustainable. Because we were talking about when you have a bad day.
00:03:26:16 right, so the week I went out for beers. Well I went out for beers on Tuesday
00:03:33:01 with a client, it was good fun and I’ll start again next week. Alright?
00:03:37:23 He said “yup! Absolutely! Just like at work when you say you want to do these
00:03:42:17 ten things today but you only want to 8 of them and you think I’ll just leave
00:03:44:23 the rest of the week and I’ll come back to it next week.
00:03:47:10 you don’t want to do that do you? But what you actually do is think okay so,
00:03:51:19 I’ve had a bit of a slippage there, what can I do to pull that back? Is that gone or
00:03:56:16 can I try and redeem that? He said “the next day you wake up and think,
00:04:01:13 well I had an extra 1,000 calories in beers there, I’ve got four days left of the week
00:04:06:15 why don’t I reduce my calorie intake by 250 calories a day and try to eat like
00:04:13:01 whole vegetables and healthy protein for the rest of the week
00:04:19:04 and it was a really great lesson and never really thought of managing my body
00:04:27:00 the way I manage a business. I always just thought that it was a quick fix
00:04:32:02 like the silver bullet. I can just not eat carbohydrates for the rest of my life
00:04:38:17 and I’ll be great. So, I think it’s a really great that you can see tried and tested
00:04:44:09 methodologies and applied to any principles on the planet and It works.
00:04:49:24 So, next time you think I’m want to lose some weight, think about leaning
00:04:55:24 (by nature) your body think about measuring what you put in it and measuring
00:05:01:19 the outputs and demonstrating progress.