Focusing on the Fundamentals of Excellence

For the past 21 years…

For the past 16 years…

What does this mean to me?

How can I use this idea?

What can I do right away?

Life

Career

Business

An important key for the day…

What does it take to be the best in the world?

For ALL workshops

Workshop number 1

What specific advice would you give to a young person who told you they wanted

to be “The best in the world” at what they were pursuing?

List your absolute top 5 best pieces of advice to guide them to greatness.

The 4 Ps of Expert Performance

The Reality Cycle

The most important thing I have ever learned:

You become what you focus on and

similar to the people you surround yourself with.

Workshop number 2

Top 5 areas of focus Top 5 people

To succeed in life you must have a…

PLAN

repare for the journey

aunch into action

nalyze and adjust as you go

etwork with those who know

Fortune, hope and good luck are not a strategy!

My definition of success:

When you live a life where your core values and self-concept are in harmony with your daily actions and behaviors.

Workshop number 3

What are YOUR top 5

Core Values?

Dr. K

“People do what seems easy and convenient… not what is best for them.”

Workshop number 4

What are 3 things you could do right away that would have a dramatic positive impact on your life?

The Three Step Secret to Success

1. Decide exactly what it is

you want to achieve.

2. Determine what it will take

to achieve it. (5w’s & H)

3. Focus every bit of energy

and effort on achieving it.

Workshop number 5

• What would your

“Ideal” life look like ONE year from today?

• What are the top 5 who, what, where, when, why and how of getting there?

Career Excellence

Anne MulcahyCEO of Xerox and the third most powerful woman in the world!

1. Build a network of great relationships with people who want to see you succeed.

2. You don’t have all of the answers, so ask for help and advice from the smartest people you can find.

3. Learn to be a learner.

4. Listen intently to your employees and to your customers.

Some really great advice…

K N L

G2G

Competencies People

Customers

1,500 High Achieving “Self-Actualizers”

OpinionProcess

Accountability

How The Best Get Better

1. Show up on time.

2. Do what you say you will do.

3. Finish what you start.

4. Say “please” and “thank you.”

5. Give a little more than they expect.

My philosophy…

“If you just help enough other people get what they want… you will get

everything you want.”

Workshop number 6

What is YOUR personal philosophy of career success?

Business Excellence

1. Vivid Vision

Honesty

Transparency

Courage

Vulnerability

2. Robust Communication

3. Best People

4. Sense of Urgency

5. Disciplined Execution

10 – 15 %

What Inhibits Execution?National Survey of 4,000 Senior Executives

4. Inability to work together (21%)

3. Company culture (23%)

2. Economic climate (29%)

1. Holding onto the past / unwillingness to CHANGE (35%)

In other words…

• In order to succeed you need a high-performance team that embraces a strong culture of disciplined execution and accountability while being nimble, agile and adaptable to changes in the marketplace.

6. Extreme Customer Focus

VOC

It used to be…

Good Fast Cheap

Things have changed…

2008

2010

Now you MUST deliver…

• The highest quality…• At the lowest possible price…• Immediately --- or sooner…• All while giving consistently superior

customer service for an outstanding “Total Buying and Owning Experience.”

Workshop 10

…chaos brings opportunity

For those who are prepared…

The Four – I’s

• Ignorance• Inflexibility• Indifference• Inconsistency

How to avoid the Four I’s

• Aggressive external market focus.

• Ridiculously high level of customer focus.

• Keep the “Main Things” the main things… FDA.

• Bullish on knowledge sharing and learning.

• Passion and commitment at all levels.

• Foster a healthy paranoia.

• Revel in change.

T + C x ECF = Success

A few good quotes…

• “We are not in the coffee business serving people… we are in the people business serving coffee.” Howard Schultz, CEO – Starbucks

• “We took our eye off the ball and it damn near put us out of business. We forgot that the customer pays ALL the bills. We are here to serve them, help them, support them. Not keeping that at the front of our minds almost cost us everything.” Lou Gerstner, CEO - IBM

• “The very future of our company hinges on our ability to understand and serve our customers better than any other firm. It is all about customer service, the products are actually secondary.” Jeff Immelt, CEO – GE

• “The only critic whose opinion counts, is the customer” – Mark Twain

Let’s look at your market: The bad news…

• Strong competition

• Difficult to differentiate

• Highly informed consumers

• Exceedingly high expectations

• Cost of acquisition of a targeted customer is high

• Cost to satisfy is higher

• Cost to replace is 5x higher

Good News: Value of a delighted customer… priceless!

The Five Levels of Customer Service

I don’t really care

Why try harder

Good enough is good enough

That’s nice

Wow – you guys are awesome!!!!!

Customer Satisfaction drives Customer Loyalty… and Customer Loyalty drives Profitability

100%

90

80

70

60

50

40

30

20

Extremely Dissatisfie

d

SomewhatDissatisfie

d

SlightlyDissatisfie

dSatisfied

Very Satisfied

Zone of Defection

Zone of Indifferenc

e

Zone of Affection

Loyalt

y

Customer Satisfaction

Terrorist

Evangelist

A 5% increase in loyalty among your best customers…

Can produce a profit increase of 25% – 85%I hate you

I don’t care about you

I love you

Key Drivers of Customer LoyaltyFinancial

Performance

Quality P&S&

Customer Relationship

EmployeeSatisfaction

Empowerment High Standards

Long-termOrientation

Enthusiasm, Commitment,

Respect

Training &Development

Fair Compensatio

n

CR=104.12

CR= .404

CR=.334

CR=.277

CR=.275CR=.249

CR=.280 Coaching

CR=.285

CR=.371

CR=.365

CR=.191

CR=.247

TolerateNothing

Less

From: Practice What You Preach by Maister

Global study:16 countries29 companies139 offices5,589 respondents

Fundamental Customer Expectations

• Reliability: The ability to provide what was promised, on time, dependably and accurately. (Honesty)

• Assurance: The knowledge and courtesy of employees, and their ability to convey trust and confidence. (Competence)

• Empathy: The degree of caring and individual attention provided to customers. (Concern)

• Responsiveness: The willingness to help customers and provide prompt service. (Attitude)

• Tangibles: The physical facilities, equipment, and appearance of the personnel. (Professionalism)

How do the Best Companies Deliver Superior Customer Service?

• From a study of more than 3,000 companies — narrowed down to the top 101 companies that profit from customer care — here are the top five factors that were the fundament tactics used to build and manage extraordinary levels of customer satisfaction and loyalty.

They listen to, understand, and respond (often in unique and creative ways) to the evolving needs and constantly shifting expectations of their customers. (VOC)

Extreme Customer Focus

They establish a clear vision of what superior service is, communicate that vision to employees at all levels, and ensure that service quality is personally and positively important to everyone in the organization..

Shared Customer Service Credo

They establish concrete standards of service quality and regularly measure themselves against those standards, guarding against the “acceptable error” mindset by establishing as their goal 100% customer satisfaction performance.

Clear Standards + Accountability

They hire the best people, train them carefully and extensively so they have the knowledge and skills to achieve the service standards, then empower them to work on behalf of the customers, whether inside or outside the organization.

Customer Focused Employees

They recognize and reward service accomplishments, sometimes individually, sometimes as a group effort, in particular celebrating the success of employees who go “one step beyond” for their customers.

Deal decisively with mediocrity

Reward and Celebrate Success…

Workshop 8

• Extreme Customer Focus• Shared Customer Service Credo• Clear Standards and Measures• 100% Accountability• Customer Focused Employees• Celebrate Success• Deal Decisively with Mediocrity

T + C x ECF = Success

Best People

Talent

Workshop 9 What does it take to be a valued member of a team?

Develops and display tremendous competence.

Follows through on all commitments.

Always delivers required results.

100% integrity / honesty.

Enjoyable to work with – positive attitude.

Passionate about their work and those they serve.

Communicates and keeps everyone informed.

Helps the other members of the team.

Is highly customer focused.

Is proactive – looks for responsibility.

Creative and innovative.

Share ideas, information and credit.

Hold themselves 100% accountable.

• Lack of TRUST• Lack of candor• Lack of commitment• Lack of accountability• Lack of results

Competence

RespectDistrust

Affection TRUST

HIGH

LOW

LOW HIGH

Concern

The 4 C’s of Trust

Trust in Sales

C + R + ISO

Consultative Sales : Rules of the Road

Talk too much

Talk about their company way too much

Don’t know my business well enough

Don’t understand my customers

Don’t know their own products & services

Don’t tell the truth

Don’t deliver on their promises

Only worried about their commission

Can’t prove their value

Don’t ask the right questions

Don’t ask the tough questions

Are not really there to help ME

WASTE MY TIME!

The Goal: Trusted Advisor

• Asks superb questions

• Listens attentively – takes notes

• Understands their customer’s business

• Understand their customer’s customers

• Is an expert on their products & services.

• Is customer focused – not “closing” focused

• Tells the 100% truth at ALL times

• Keeps their promises

• Can clearly demonstrate superior value

• Never wastes a client’s time

Technique is NOTHING…

Intent is EVERYTHING!!

Setting Expectations

OPUD vs. UPOD

T + C x ECF = Success

74%23,000,000

88%

Workshop 10The key elements of a winning culture: Employees

• Fun• Family• Friends• Fair• Freedom• Pride• Praise• Meaning• Accomplishment

Workshop number 11 The BIG one!

• Now… go back through the last 10 workshops and score every one of them on a 1-10 scale – with 10 being “excellent” and one being “terrible.”

• Be BRUTALLY honest.

Workshop number 11 Part Two

• Once you have scored all 10 workshops – go back and circle the

THREE LOWEST scores for each of the workshops.

• Study ALL of the low scores carefully – look for a pattern. Give

this some VERY serious thought.

• I then want you to list FOUR specific and measurable action steps that YOU can take to improve each of the three main areas:

Your life, your career and the business – for a total of 12 personal action steps.

• What can YOU do right away to get those low score up?

THANK YOU

If you have any questions at all please do not hesitate to send a note or call. My email address is: john@johnspence.com

Also, you might find value in the ideas I share in my blog. You can sign up for it at:www.johnspence.com/blog

These slides and the workbook have already been uploaded to:

www.slideshare.net/johnspence