CSTG 208: The Missing Bullets of Leadership with Andrew Hasty

Look beyond purely numerical performance metrics when evaluating your team members; consider their resilience, problem-solving skills, and commitment, which may not show up on a spreadsheet.

Actively identify and acknowledge the 'intangible' contributions of your crew, such as a team member's consistent positive attitude, willingness to help others, or ability to de-escalate customer issues, even if they aren't directly tied to a KPI.

Foster a culture that explicitly values and promotes qualities like loyalty, adaptability, and initiative, as these are crucial for long-term team strength and customer satisfaction.

When making promotion or development decisions, consider not just who hits the quantitative targets, but also who demonstrates the 'missing bullets' of leadership potential through their behaviors and attitudes.

In one-on-one meetings, make an effort to recognize specific instances of effort, grit, or positive customer interaction that are not statistical KPIs, providing affirmation that motivates and reinforces desired behaviors.

Implement a system (even informal) for noting and celebrating non-quantifiable successes, like exceptional teamwork or overcoming personal challenges to maintain high performance, to ensure these critical contributions are not overlooked.