Chicago Design Summit 2010
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Chicago Design Summit 2010

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Chicago Design Summit 2010 Chicago Design Summit 2010 Presentation Transcript

  • LEADING YOUR FIRM TO PROFIT WHILE BALANCING YOUR LIFE JULIANA M. CATLIN, FASID COURSE #7904
  • CLASS GOALS  TECHNIQUES TO MAXIMIZE YOUR FIRM’S PROFIT  EFFECTIVE TIME FOR CLIENTS AND YOURSELF  KNOWING YOURSELF BETTER TO LEAD BETTER  FINDING BALANCE IN YOUR LIFE
  • UNDERSTANDING THE INTERIOR DESIGN MARKET SHARE
  • DESIGNERS HAVE A SMALLER CLIENT BASE THAN MOST BUSINESSES 10% OF THE U.S. ECONOMY CAN AFFORD AN INTERIOR DESIGNER TOP 10% OF U.S. 8% ECONOMY CAN AFFORD DESIGN SERVICES ONLY 8% OF 90% CANNOT AFFORD THE 10% HIRE AN INTERIOR DESIGNER A DESIGNER
  • AT THE END OF YOUR YEAR-LONG EFFORTS, YOU DO NOT WANT TO EXPERIENCE A FEELING OF WASTED EFFORT
  • CLARIFYING THE PROBLEM THE AVERAGE COMPANY LOSES HALF OF ITS CUSTOMERS EVERY FIVE YEARS CHALLENGE YOURSELF TO FIND A CLIENT LIST FROM FIVE YEARS AGO AND CHECK THE REASONS WHY THEY ARE NO LONGER YOUR CLIENT DO YOU HAVE A PLAN TO KEEP IN TOUCH WITH THEM ON A REGULAR BASIS?
  • PROFIT STATISTICS  IT COSTS BETWEEN FIVE AND SIX TIMES MORE TO ATTRACT A NEW CUSTOMER THAN TO KEEP OR BUILD FROM AN EXISTING ONE  HAPPY CUSTOMERS TELL 4 TO 5 OTHERS OF THEIR POSITIVE EXPERIENCE  DISSATISFIED CUSTOMERS TELL 9 TO 12 PEOPLE  BUT HOW TO KEEP YOUR CLIENTS HAPPY WHILE MAINTAINING A BALANCED LIFE?
  • RETAINING YOUR CLIENT BASE  ACCORDING TO RESEARCH - A COMPANY CAN BOOST PROFITS FROM 25% TO 125% BY RETAINING 5% OF ITS CUSTOMERS (BAIN AND CO)  A 2% INCREASE IN CUSTOMER RETENTION HAS THE SAME EFFECT ON PROFITS AS CUTTING COSTS BY 10%  A RECENT STUDY REVEALED THAT TWO-THIRDS OF CUSTOMERS DO NOT FEEL VALUED BY THOSE SERVING THEM
  • WHY FIRMS LOSE CUSTOMERS  CUSTOMER DIES – 1%  CUSTOMER MOVES AWAY— 3%  CUSTOMER INFLUENCED AWAY BY FRIENDS— 5%  CUSTOMER LURED AWAY BY COMPETITION— 9%  CUSTOMER DISSATISFIED WITH PRODUCT/SERVICE - 14%  CUSTOMER PERCEIVED AN ATTITUDE OF INDIFFERENCE ON PART OF THE SERVICE PROVIDER - 68%
  • SECRETS TO YOUR FIRM’S PROFITABILITY KEEPING YOUR TEAM SUPPORTED AND TRAINED SHARING THE LARGER VISION WITH THOSE AROUND YOU - DON’T HIDE THE PLANS OR GOALS BEING YOUR CLIENTS’ ADVOCATE AND MANAGING THE ENTIRE PROCESS FIND OTHERS TO DO THE PARTS OF YOUR JOB THAT YOU ARE NOT GOOD AT OR DO NOT ENJOY
  • KEY TO EXCEPTIONAL CUSTOMER SERVICE  “THE GRANDMOTHER’S RULES”  DO WHAT YOU SAY YOU ARE GOING TO  DO IT WHEN YOU SAY YOU ARE GOING TO  DO IT RIGHT THE FIRST TIME  DO IT FOR THE PRICE YOU QUOTED
  • BE RECOMMENDATION WORTHY SERVICE YOUR CLIENTS BEYOND THEIR EXPECTATIONS - HAVE THEM TELL YOUR STORY A SIMPLE COOKIE CAN BE THE KEY TO YOUR MARKETING PLAN
  • BUILDING YOUR REPUTATION A REPUTATION TAKES A LIFETIME; ONE DAY AT A TIME, ONE DECISION AT A TIME ALWAYS DO THE RIGHT THING. IF IT’S YOUR MISTAKE ADMIT IT QUICKLY ALWAYS CONSIDER THAT YOUR CLIENT’S OPINION IS THE ONLY ONE THAT MATTERS TO MAINTAIN BALANCE YOU MUST EMPOWER OTHERS IN YOUR QUEST TO SATISFY CLIENTS WHILE FINDING TIME FOR YOUR LIFE BALANCE
  • CLASSIC CUSTOMER DESIRES  QUALITY—AN EXCEPTIONAL FINAL OUTCOME ON PRODUCT OR SERVICE  PRICE—BEST POSSIBLE VALUE FOR THE PRODUCT OR SERVICE  SPEED—AS FAST AS POSSIBLE WITHOUT COMPROMISING QUALITY
  • REALITIES OF INTERIOR DESIGN  QUALITY IS ALWAYS THE GOAL, BUT REGARDLESS OF EFFORT EXPENDED, NOTHING IS EVER PERFECT  PRICES ARE SHOCKING, EVEN TO US  ITEMS USUALLY TAKE A MINIMUM OF 12-16 WEEKS. SUPPLIERS ARE LIMITED THAT FIT CLIENTS’ DESIRES AND SCHEDULES  SOME SUPPLIERS ARE NOT AS TRUST-WORTHY IN THE NEW ECONOMY
  • THE REAL PROBLEM  WE ARE MUCH BETTER AT PLANNING OUR CLIENTS LIVES THAN OUR OWN  YOU DO NOT HAVE TO WORK IN THE SAME WAY YOU HAVE IN YOUR PAST TO GET THE SAME WORK DONE  START THE PROCESS OF THINKING HOW TO LIVE FREE OF THE USELESS AND ONLY DO THE USEFUL AND PROFITABLE
  • WORK OVERLOAD 88% OF EMPLOYEES REPORT A HARD TIME BALANCING WORK AND LIFE 61% OF AMERICANS CHECK THEIR EMAIL ON VACATION 56% OF AMERICANS REPORT ANXIETY IF THEY CANNOT GET ACCESS TO THEIR EMAIL 53% OF AMERICANS WOULD OPT FOR A PERSONAL ASSISTANT OVER A PERSONAL TRAINER
  • OUR LIVES ARE BUSIER AMERICANS WORK APPROXIMATELY 8 WEEKS A YEAR MORE PER YEAR THAN THEY DID IN 1969 THIS HAS HAPPENED IN A SINGLE GENERATION
  • UNDERSTANDING R.O.W.E. GETTING PAID IN YOUR PYJAMAS RESULTS-ONLY WORK ENVIRONMENT NEW WAY OF WORKING AND THINKING. BEST BUY HEADQUARTERS HAS WORKED THIS WAY FOR TEN YEARS AND EXPERIENCED A 72% REDUCTION OF VOLUNTARY QUITTING. SO THINK FREE OF HOW YOU WORKED AND DOES YOU CLIENT CARE WHERE YOU WORK? IF THE WORK GETS DONE.... ON A BEACH, ON A DECK BY A LAKE?
  • PLAN YOURSELF PEACEFUL KNOW YOUR WEAKNESSES AND STRENGTHS SPENDTIME ON RELATIONSHIPS FIND YOUR TEAM REMEMBER TO CELEBRATE & THANK
  • KNOW YOURSELF USE TOOLS TO UNDERSTAND YOUR STRENGTHS AND WEAKNESSES MYERS BRIGGS, MOST DETAILED, EXTENSIVE DISC - QUICKER OVERVIEW KNOW YOUR NEEDS FOR TEAMING GET YOUR TEAM AND FAMILY TO KNOW THEIR TRAITS AND PLAN ACCORDINGLY ALWAYS HIRE/ OUTSOURCE TO YOUR WEAKNESSES
  • HAVE A PLAN FOR YOU DOYOU ENJOY WHERE YOU ARE HEADING? YOU CAN BE STRATEGIC IN HOW TO WORK SMARTER AND LESS LIFE IS NOT AS HARD AS WE SOMETIMES MAKE IT, YOU CAN TAKE TIME TO ENJOY YOUR LIFE
  • WE CHANGE LIVES THROUGH DESIGN EVERYDAY WE HAVE A HUGE IMPACT ON THE QUALITY OF PEOPLES’ LIVES REMEMBER TO PLAN YOUR LIFE WITH THE SAME TOOLS YOU USE EVERYDAY
  • START AS YOU WOULD ANY PROJECT ANALYZE WITH S.W.O.T.  STRENGTH  WEAKNESSES  OPPORTUNITIES  THREATS YOUR WEAKNESSES ARE ONLY A PROBLEM IF YOU DO NOT RECOGNIZE THEM AND FIX THE PROBLEMS THEY CAUSE YOU AND THOSE AROUND YOU
  • PROFIT WILL FOLLOW YOUR JOY FINDING YOUR PASSION AND DOING WHAT YOU ENJOY AND DO WELL IS ALWAYS PROFITABLE TO A FULL LIFE A PROFITABLE LIFE IS MORE THAN JUST MONEY YOU MUST LET GO OF THE OLD WAY YOU WORK TO FIND A NEW PATH FOR SUCCESS COMMIT TO REMOVE SOMETHING YOU NO LONGER ENJOY AND EMBRACE THAT TIME FOR LIFE LONG PASSIONS
  • CHARGING FOR YOUR PASSION IS HEALTHY AND EXPECTED DO NOT FEEL SQUEAMISH ABOUT CHARGING FOR YOUR VALUE AND YOU CAN DO THAT WORK IN AN ENJOYABLE PLACE AND TIME THAT WORKS FOR YOU CONSIDERFEE-BASED DESIGN WHERE YOU CAPTURE DOLLARS FOR THE TIME YOU WORK SMART HOURLY WORK CAN MAKE YOU A SLAVE TO MORE HOURS FOR LESS PROFIT
  • WHAT PROBLEM IS NAGGING AT YOU TODAY? MOST PROBLEMS THAT NAG AT US - DO NOT GO AWAY WITHOUT DECISIONS PUTTING OFF YOUR DECISION ONLY PROLONGS MISERY FOR ALL INVOLVED.
  • WHEN FACED WITH A PROBLEM FACE IT HEAD ON BOATS TURN INTO A STORM OWN YOUR SIDE OF MISTAKES ITIS NEVER TOO EARLY TO FIX A PROBLEM ASLONG AS YOU LEARN AND CHANGE ACCORDINGLY, MISTAKES ARE JUST GROWING PAINS MAKE THE HARDEST CALL IN THE EARLIEST IN YOUR DAY
  • EMPOWER OTHERS TO FIX PROBLEMS YOU ARE MUCH LIKE A SERVICE CENTER AT A CAR DEALERSHIP THEDEALER DOES NOT HAVE TO BE THERE FOR YOU TO OBTAIN SERVICE THE LONGER THE TIME TO RECEIVE AN APOLOGY, THE LONGER THE MEMORY OF THE PROBLEMS
  • OUR MOTTO IN A CRISIS IS: “WE’RE SORRY AND WE’LL FIX IT” EVERYONE IS TO SAY THAT IMMEDIATELY WHEN A PROBLEM ARISES WITH A CLIENT
  • YOUR LIFE MUST BE FED BY THE PASSIONS WITHIN YOU WORK IS A TOOL IN YOUR LIFE, NOT YOUR LIFE ITSELF!
  • COURSE TITLE: LEADING YOUR FIRM TO PROFIT WHILE BALANCING YOUR LIFE COURSE NUMBER: #7904 1.O HOURS
  • PERSONALITY TESTS  DISC TEST (SHORT VERSION) HTTP://WWW.NETJOBS.CO.UK/JOB-DISC.HTM  MYERS BRIGGS (SHORT TEST)     WWW.HUMANMETRICS.COM    GREAT ONE WEEK COURSES BY ‘THE CENTER FOR CREATIVE LEADERSHIP’  
  • RECOMMENDED READING  LEADERSHIP IS AN ART BY MAX DEPREE  WHO MOVED MY CHEESE BY SPENCER JOHNSON  THE ONE MINUTE MANAGER BY PH.D. KENNETH BLANCHARD AND M.D. SPENCER JOHNSON  THE FOUR HOUR WORK WEEK BY TIMOTHY FERRIS  THE FIVE DYSFUNCTIONS OF A TEAM: A LEADERSHIP FABLE BY PATRICK LENCIONI