We believe these six mindsets are what it takes to succeed at Open Book, as individuals and as a team. Together, we seek to embrace these mindsets every day in how we work and serve. Because it’s an ongoing journey, we call this "The TOB Way."
Laddering
Learning
Communication
Generous Partner
Buildership
Client Service
Mindset 1 of 6
At Open Book, we talk about ladders, because our work is directional. We are helping leaders get to new places. Every ladder rung we lay is a part of that process.
“I believe in a creative process that embraces nimble, adaptive thinking, where ideas build on each other over time. I am open to testing, trying, and showing things—one rung at a time—as part of an iterative, additive process. I am comfortable showing work early and often so as to invite creative input and refinement. I stay open to new possibilities as they emerge rather than resisting change. I care about making things the best they can be.”
Can you look at this?
What do you think of that?
Am I missing something?
Is this resonating?
What about something like this?
Where does this need to go?
How could this be better?
What am I working toward?
Looking for possibility in an idea. “We could build on that by doing this.”
Reminding yourself what you are working toward. What is the big picture goal? What’s a next step that would build toward that goal?
Being willing to undo ladder rungs if we’ve lost the scent and need to adjust.
Thinking of every meeting as a work session—a ladder rung. Meetings are an opportunity to test and refine ideas.
At Open Book, we believe that opportunities for innovation emerge by leaving room for them—leading to new discoveries and better work.
It’s showing up to every day, every meeting, every conversation with a posture of being curious and humble because you know there is always something to be discovered.
“I ask questions and invite feedback, because I want to grow—as a person and in my job. I see challenges and setbacks as an opportunity to reflect on myself and learn something new. I proactively ask for help to become more aware of what I might not be seeing or recognizing—about myself or the work. When feedback is fair, I don’t take it personally, because I don’t need to be a hero or a star or be right. I know I always have more to learn and more to give—and I want to be on that journey.”
What am I missing?
How did I do?
Can you help me understand your thinking here?
Are there things I could improve on?
Can you tell me more about what you meant by that?
How could I approach this differently?
What can this person teach me?
Seeking out feedback from a teammate—on an idea, an email, or how you responded to a situation. Understanding that feedback is a constant part of the process.
Being eager to step into and understand a client’s point of view. Listening, reading, and immersing yourself in their inputs so you can bring ideas that truly connect with them.
Pushing into ideas. Asking why, how, so what?—not with an argumentative spirit, but with humility and curiosity, eager to discover.
Using your development budget to seek out experiences, classes, or training that will grow your skill set.
At Open Book, we believe transformative work is made by people committed to their own growth and transformation—and that starts with humility and curiosity.
Mindset 2 of 6
Successful communication is measured by connection—either with another person or with an idea, leading to greater understanding or a next step. Successful communication bridges difference and moves things forward.
“I communicate with frequency and transparency. I recognize each day is a bit of a ‘live ball game,’ where things can often change, and I may have information that is helpful to my teammates and clients. So I offer ideas and updates proactively, not waiting to be asked. When I communicate, I seek to be intentional and helpful with my words. I don’t leave people hanging or behind. I don’t hide or disappear. I recognize that good communication builds trust, so I talk to people directly, instead of about them to others. I apologize when I need to, express gratitude whenever I can, and address conflicts directly. I know communication is a two-way street, and I take responsibility for my part.”
Is what I’m saying/writing/designing going to make sense to the recipient?
Is there an update I can offer that would help someone in their work?
Do I say what I mean and mean what I say?
Am I setting expectations in a helpful way?
Am I leaving anyone hanging?
Have I reread this work or email before sending to verify if it’s clear?
Is what I’m saying building trust?
Do I need to clear the air with a teammate?
Proactively keeping teammates and clients updated on the status of tasks relevant to them.
Keeping the audience front-of-mind in whatever you create. Successful design + writing helps people understand or take action.
Speaking directly to a teammate if you felt frustrated or confused by something they said or did.
Carefully crafting an email so that it conveys ideas or next steps in a way that provides clarity and drives momentum.
We cannot call ourselves something that we are not accountable to living out. The work we create and the way we relate will be successful only to the degree that it invites people into something.
Mindset 3 of 6
A generous scene partner gives you things to work with, react to, or springboard off of in your own process. Their efforts make you be better—which then elevates what you can offer to them or other partners. That exchange can be catalytic. Be generous with whomever we partner.
“I am thinking about what I can offer to others. I bring things that give other people something to work with or stand on (e.g. ideas, words, designs, gratitude, inputs, etc). I offer thoughtful feedback and reactions when others show me something so they might have something to chew on or try. I aim to be open-handed and generous in contributing to the success of the team, clients, and our work.”
Am I coming to this meeting with an eagerness to add value?
What can I do that will get things started or facilitate progress?
How can I be most helpful in this situation?
What can I take off the plate of my teammate who’s overloaded?
How can I encourage this person I am working with?
How can I set others up for success?
Offering feedback or sharing inputs that can generate a spark in someone’s work or process.
Coming to a meeting with an idea or information that can kickstart the process.
Listening to clients closely, with ears for how you can help them feel known and helped.
Celebrating the good work of teammates (Boomtown mug, winning board, email, or text to the team).
At Open Book, we are in the business of creating catalytic work that gives people things—connection, delight, emotion, a next step. That starts with being people who give. Generosity is core to both leadership and service.
Mindset 4 of 6
Having a buildership mindset (a play on the words “builder” and “ownership”) means thinking like the second mason. Although both masons are contributing value, the second knows what that value can make possible. At Open Book, your focus at any given time might be on just one task—which is crucial to the team’s success—but you have to remember what you’re building toward. In every story we tell, each piece is important to the whole—and every member of our team is responsible for both.
“I am committed—individually and collectively—to executing successful work for Open Book. That means I take responsibility and pride in this company doing good work. Individually, I can be trusted to do my job, take seriously my role and commitments, and facilitate momentum to keep things moving forward. Collectively, I think beyond myself and anticipate what a project as a whole needs right now and what needs/issues might arise later. ”
I’ve never done this before—anything I should pay attention to?
What does a win look like for the client on this project?
Is there something else to consider?
How can I keep the momentum going with this project?
Am I contributing to our shared success?
Am I helping Open Book serve well?
Facilitating momentum by taking initiative on next steps without being asked, reminded, or assuming that someone else will do something first.
Being accountable for Open Book doing good work and caring that the work is good, even if you weren’t directly involved with the project.
Seeking out the answers or direction you need rather than waiting for it to be given to you.
Creating work you are proud of and that adds value to the team and helps meet the client’s goals.
At Open Book, we care about doing great work. And great work requires great parts working together. Every piece of the puzzle plays an important role.
Mindset 5 of 6
We seek to be true partners, making their goals important to us and pursuing excellence for the sake of their mission. We aim to connect as humans—celebrating and caring for our clients personally and professionally. At Open Book, we are all ambassadors in showing our clients they matter to us.
“It's not about me but about those I am serving. This means I am invested in a client's success and care about what matters to them. This goes beyond just trying to please them, focusing rather on how to help their mission move forward. I think as a partner, not a vendor—which means I think as if I work there, rather than being dispassionate or reactive. I actively consider how to make a client’s life, work, or organization better in ways that might add true value to them.”
What does the client need?
Is there a way I can go beyond what they asked for and be even more helpful?
What do they like?
What will delight them?
How can I help them feel supported?
What will help move their mission forward?
Am I prompt and thoughtful in how I respond to requests?
Am I listening well?
Asking a lot of questions and listening well throughout a project to make sure we stay aligned with the client’s unique needs and priorities.
Championing and advocating for things that will help a client— even if it’s different than what they wanted—when it will strategically meet their goals (not just because of our personal preference).
Sending an email after a meeting to thank clients for their time and to summarize the next steps to keep things moving forward.
Regularly expressing gratitude to our clients for the opportunity to be a part of their story. Being their fan and friend!
At Open Book, we measure success by whether or not clients feel so well-served that they hire us for more work and/or refer us to others.
Mindset 6 of 6
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