Jeff a kid from W. Virginia who accomplished more than anyone expected but someone who feels he’s just getting started. 51 years old and hopefully the story is still to be written Re-writing the H&R Block story. Big part of the story is this is a company that’s unafraid to challenge who it’s been and where it’s been. The future has to be really diﬀerent from the past so they can bring with them the values that made them who they are but need to create from scratch how they deﬁne how they serve consumers and the role they play in he world Consumer expectation not being shaped by the tax business. Being shaped by the Uber’s and AirBnb and Apples that are sweating the details of experience so be unafraid to challenge all the things that made the successful. Phrase is “what are you willing to unlearn.” Consumer moving so fast and expectations so fast, competition is keeping up with the pace of expectation change Taking over at Block, Jeﬀ had to show up and demonstrate to people how he would approach the problems they had from a diﬀerent perspective Started diﬀerently than the way recent leaders at the company did. Told people, “I need you, I don’t have all the answers. We are going to do a lot of hard work together and ﬁgure this out.” It’s easy to think all the things that came before you are bad. Said things about the company that they need to cherish, and things they need to change. Was clear about both. Listen in a diﬀerent way, didn’t outsource strategy to third party. Wanted leadership team to ﬁgure it and create buy in. Let investors know would lower their guidance, revenue and earnings, to reinvest on the company. Very risky move that had to do to invest. Short term hit to do he right things to rebuild over time. Now it’s show me and deliver on promises Henry Bloch told Jones never forget about your clients and your prices are too high Knew this was a special company. Tried more than anything to just be himself in every way which can be diﬀerent than what’s expected from many CEOs. Don’t like to feel above others. Like to relate to people Lot of stereotypes about CEOs but prefers to be Jeﬀ before CEO. People are people. Dad, husband, golfer who loves music. Feels like the more people know him, the more they will buy in “There’s a slippery slope between tradition and irrelevance.” See so often companies that yesterday were thriving and today are literally gone. Steep slope. As leaders, need to honor the past but can’t stay in the past Hasn’t hit his home run yet. Says his swing and miss was leaving Uber after less than a year but proud of making a very hard values based decision. His catch phrase is “Better Together” and “Clear Roles, Common Goals.” Hates the word collaboration. That’s the business word. Teamwork is the sports word but teamwork should be the word. And then you need to execute. First impressions matter. Five strategic pillars. First is to elevate talent and culture. If they don’t work on who they hire and how they develop people, instilling behaviors and purpose, if they don’t do that nothing else matters. Have a strategy but the people make a diﬀerence Other pillars: own a sustainable brand position, win on customer experience, be operationally excellent, and invest in the long term. Building platform to left any American access taxes on their terms as easy as possible.