During the Customer and Employee Headlines section of our Level 10 Meeting, our leaders frequently report status updates on their Rocks or scorecard metrics instead of actual human news. How do we stop this headline section from turning into a duplicate scorecard and Rock review?

Question

Tyler Smith · Accepted Answer

The Customer and Employee Headlines section is designed to be a quick, emotional pulse of what is happening on the front lines of your business. It is about the people, not the numbers. When leaders use this time to report that their Rock is on track or that a scorecard metric is green, they are wasting precious time and duplicating sections of the agenda we already cover.

To correct this, the facilitator must strictly police what qualifies as a headline. A true headline is a human event. It is a client signing a major contract extension, an employee celebrating a milestone, or a customer expressing frustration with a delivery. It is raw information, not a status report.

If a leader starts giving a status update on an initiative, cut them off. Remind them that we will cover their progress in the next ten minutes during the Rock review or Scorecard check.

Ask your team to prepare their headlines before the meeting starts. Every leader should have one clear, human-focused bullet point for clients and one for employees ready to go. If they have nothing, they say nothing to report.

By keeping this section focused purely on human news, you preserve the natural flow of the Level 10 Meeting™ and keep the team connected to the real-world experiences of your staff and customers.