TOM: There's one other concept I'll share, it's what I call the four steps of execution. And if any one of them are not done, you can't get proper implementation.

HATTIE: Okay.

TOM: The first is to define the expectation of the people. "Okay, now here's what needs to be done in order to implement this program."

The second is to motivate them. And you say, 'Hey, here's why we're doing this program.' Because people are so tired of, 'Oh, yeah, the boss has got a new deal. He's bringing something out.'

HATTIE: The motivation comes from the why.

TOM: And everybody's also listening to W-I-I-F-M -- What's In It For Me.

HATTIE: Exactly.

TOM: So for them to be able to be able to say and here's how it'll help our other teammates. Here's how it'll help our guests, and here's how it'll help you, too. So that second step is motivation.

The third is to be able to educate them. Do you know how they educate?

HATTIE: Throw the person in the pool and hope they can swim, right?

TOM: Or tell them. Just tell them. But that only gets it 25% effectiveness in my school of thought. The second step that gets you into the next 25% is to show them. In other words, actually show them. An example of how to do it. Either write it out or something that you would say to a customer or somebody, show them. Then watch them do it.

HATTIE: And then coach them.

TOM: And then give them feed back and watch them again.

HATTIE: Which is the coaching.

TOM: Exactly. That's the four steps to be able to execute. So, in order to execute, you need to define the expectation, motivate, educate … and the fourth is follow-up. You see if it is being done well. And then congratulate or go back into …

HATTIE: Coaching.

TOM: ... into coaching which is either reminding them of the defining expectation, motivating, and educate.

HATTIE: It's constant.

TOM: Yes.

HATTIE: It never stops.

TOM: And which one of those four steps can you ignore and still get it done? still get execution?

HATTIE: Most people go from one to four. They skip the two and the three.