The NEW Normal?

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For those who are prepared…For those who are prepared…

…chaos brings opportunity

• The willingness… even enthusiasm… to change EVERYTHING combined with the wisdom to understand what must NEVER be changed.

The Key To Success in the New Normal…

•Nimbleocity•Nim-bo-lishis

“Simplicity is the ultimate sophistication” Leonardo da Vinci

Successful Strategy =

Valued Differentiation x

Disciplined Execution

1

• Quality• Speed• Price• Location• Distribution• Customization• Relationship• Proprietary Technology• Terms• Values of the company• Unique Expertise

1

• Quality• Speed• Price• Location• Distribution• Customization• Relationship• Proprietary Technology• Terms• Values of the company• Unique Expertise

Key Competitive Advantages

ProductsTSBOTS

PeopleTrustedAdvisor

ProcessVOCMOT

I HATE Process!

T.S.B.

People & Process

PRO CE SS

VOC

2

VOCSurveys

Focus Groups

Customer Panels

Comment Cards

Complaints Employees

Competition

Advisory Board

Website

Social Media

2

2

Workshop - 3• How many ways are YOU currently

listening to the voice of YOUR customers?

• How many was can you add?

MOT

3

Dry CleanerHair SalonTailorPlumber

Workshop – 3 & 4• What are YOUR MOT with your

customers?• What must you do flawlessly for

your customers EVERY time?

Trusted Advisor

Keeping the 1 to 1 PromiseC+R+I

SO

5

But ONE is NOT Enough

Network of Influence• Champion• Advisor• Key Decision Maker• Key Influencers• Users• Opponents

5

How do you get to these people? TMP

Workshop - 5

• Pick your top three accounts.• Who are three additional people

you should be talking to in that account?

Trusted Advisor• What are the MOST

important things that a Trusted Advisor MUST do to prove their value to the customer?

6

Some suggestions…• Superb pre-call planning.• Every sales call adds real value.• Come to every meeting completely prepared.• Follow-up all meetings and calls with documentation

and necessary action steps.• Check-in with your customers often to be sure that

they are pleased with the parts and service.• Be proactive and offer pertinent suggestions.• DWYSYWD• Run to the problem if one occurs.

6

Workshop - 7• Create a checklist of the key things you MUST

do in order to position yourself as a true trusted advisor.

• What are the things you must do with every customer, every time, to make sure that they see you as someone who adds real value to their business, as a partner and peer, as a true trusted advisor?

Key Point

• Visibility drives accountability.• Accountability drives engagement.• Engagement drives customer

satisfaction and loyalty.

Ambiguity Breeds Mediocrity!

MPS Margin Per Sale

Trust

Customer Service

Customer Retention

Team Workshop - 8• In your teams compare and contrast the

various lists you have created about the necessary steps in being a Trusted Advisor, and boil it down to a master-list of the top 4 to 7 things that you all agree are the most important things that must be done every time.

• These items will become the key elements of your dashboard.

Summary• The key is Nimbleocity!• Valued Differentiation x Disciplined Execution• Products – People – Processes• Own the VOC• Nail the MOT• Be a TRUE Trusted Advisor• Build a network of influence in EVERY account• Create a dashboard of critical actions – and do

them ALL – EVERY DAY!!!!!!!!!!!!!!!!!!!!

Successful people willingly do what unsuccessful people are unwilling to do!

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

My twitter address is: @awesomelysimplePlease feel free to “friend” me on FB

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

Lastly, these slides have already been uploaded to:

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Thank You