What Makes a GOAT OSC

Here’s to the crazy ones. The misfits. The rebels. The troublemakers. The round pegs in the square holes. The ones who see things differently. They’re not fond of rules. And they have no respect for the status quo. You can quote them, disagree with them, glorify or vilify them. About the only thing you can’t do is ignore them. Because they change things. They push the human race forward. And while some may see them as the crazy ones, we see genius. Because the people who are crazy enough to think they can change the world, are the ones who do.

-Think Different Commercial – Apple 


Sometimes it feels a little silly to equate the role of the OSC to so much – and other times, I think about the words above. It is for the crazy ones. It is for the radical thinkers. It is for those that push the envelope.

The role of the OSC is the changemaker in the organization. Home building is one of the most important industries in our society – whether homes get built or not has an effect on every single sector. In the hierarchy of needs, housing is number one.

A good OSC is aware of that, a great OSC makes it their mission.

The GOATs I’ve come in contact with always have these four traits in common: resilience, resourcefulness, tenacity, and the ability to take bias out of the conversation. On top of all of that, these are some of the most creative people I’ve met.

A great OSC has to be open-minded enough to allow for creativity. They have to problem-solve every minute of the day and they have to do it quickly. It takes a mental sharpness to work with consumers in this setting, and all the ups and downs that brings. After that, they have to keep going and answer the next call with revived enthusiasm.

When a newly minted OSC is dropped in their role and they look around, they get to work. They don’t wait for someone to teach them the backend of their CRM. They dig in and make sure they have full admin permission to design what’s needed. They look straight to their sales team to teach them the process of selling and building a home. When they understand that intimately they can design an automated and personalized system through available tools that carves out a clear pipeline for the organization.

Those OSCs quickly become trusted advisors to leadership – when leadership needs to know what to forecast, the OSC can give a better picture than anyone else at any given moment. This is not at the inability of the sales professionals; in fact, it’s because the OSC knows their team and what they’re doing and how to make that show up in clear data story that everyone can comprehend.

Great OSCs know and practice complete pipeline management. They don’t care about “your lead vs. my lead” because the lead belongs to their builder. The goal is to create a great solution for the customers and drive a meaningful customer experience, whomever the person in the seat is.

The GOAT OSC has to be able to see the big picture while taking care of the details. They sneak in and out of the process, putting their sales and builder team on the pedestal and always supporting their work, augmenting when needed, and stepping back when necessary.

The greatest OSCs know tech. It’s no longer an option to be taught, it’s something you have to be skilled in. There’s an entire line of thinking that’s required to succeed. I call it the “If This Then That” approach.

In tech, this is the basis for your system design and GOATs apply it to their tools of the trade. Using this line of thinking can create endless opportunities for use. Even when a system isn’t designed to completely to serve your needs, if you know how to manipulate it, you can succeed.

It’s the IFTTT.

Apply that to a GOAT – they can look at a problem and know they don’t have the answer. They can see a way through it, because they’ve done the right amount of discovery to understand the problem and they can visualize the this. In their brains they can then map that out and clearly communicate and guide someone there.

A GOAT is made up of a lot of different things, and each OSC is unique in how they apply these skills. Here’s the thing: every single one of them doesn’t give up in adversity. They work through it and they keep trying. They know how to let things go when they don’t work and are a quick study when faced with new techniques and tools. They change when they need to and they remove their ego in the process.

To become a GOAT, you’ve got to get a little dirty. You have to be ready for things to be hard. You have to take a few on the chin and realize what you’re working for. In time, your efforts will be rewarded and the success of the team will happen – and that’s when you’ll be made a GOAT OSC.