Begin with the end in mind

Back in February, Jacqui Perkins joined us around the country to lead us in a deep dive into managing resident expectations.

One of the takeaways was the WIIFM factor, or “What’s in it for me?” Not me as in ME. Me as in your customer, the resident’s perspective.

Fast forward to earlier this week with our first Masterclass with Cat Matson: Explaining Budgets Through Data Storytelling. Cat showed us how weaving stories into our communications, presentations, and conversations helps us to connect with residents and helps them to connect with and understand the numbers we share.

When we present a budget, it’s easy to focus on the figures. But residents are often wondering: Why are costs going up? What’s changed?

The deeper meaning behind these questions is really: “What’s in it for me?”

That’s where Stephen Covey’s Habit 2 comes in: Begin with the end in mind.

“To begin with the end in mind means to start with a clear understanding of your destination. It means to know where you’re going so that you better understand where you are now and so that the steps you take are always in the right direction.” — Stephen R. Covey

Think about what residents expect — clear stories that explain the “why” behind the numbers, not just the numbers themselves, or the policies that were followed that resulted in the numbers.

Stories (actual events that have happened throughout the year in your community) are relatable, repeatable, and help make complex situations more understandable. They give life to the numbers and show how your decisions and actions are already aligning with what residents’ value most.

Don’t miss our exclusive Masterclass with Cat Matson, Explaining Budgets Through Data Storytelling, on Thursday 8 May at 2:00 pm (AEST).

Learn how to turn numbers into stories — and meet your residents’ expectations head-on.