You need the skills to perform and the content to deliver.
Neil Armstrong was the first man on the moon. That’s pretty well known. What’s less well-known is his distinguished service as a fighter pilot in the Korean war and his close brush with disaster. On his seventh mission, the wing of Armstrong’s Panther jet clipped an anti-aircraft cable and was cut completely in half. With his plane mortally wounded, Armstrong prepared to bail out, but he had one problem — he had never received proper ejection training.
So, what did Armstrong do? He grabbed the flight manual and studied in the nick of time, learning the protocol and following the steps to make it out alive.
A key moment with a customer isn’t quite as life-and-death as bailing out of a wounded fighter jet — but there is an interesting analogy in this story worth exploring.