I will not waste one minute of your time…• I have a ton to cover and I will go pretty fast.• Please take lots of notes, think/work hard and feel freeto ask questions or give comments at ANY time.• I am happy to answer any of your questions, offer adviceand recommend books at any time after this session.• John@JohnSpence.comThe slides are already posted at:www.SlideShare.net/johnspence
What does this mean to me?How can I use this idea?What can I do right away?I am NOT a guru…
The Four – I’s• Ignorance• Inflexibility• Indifference• InconsistencyPage 1
How to avoid the Four I’s• Aggressive external market focus.• Ridiculously high level of customer focus.• Keep the “Main Things” the main things.• Bullish on knowledge sharing and learning.• Teamwork is mandatory – not optional• Passion and commitment at all levels.• Foster a healthy paranoia.• Revel in change.Page 1
The level of highly satisfied and engagedEMPLOYEES in your business.The number one factor in increasingthe level of highly satisfied andengaged CUSTOMERS in yourbusiness is…
What do engaged employees look like?1. They give more discretionary effort.2. They consistently exceed expectations.3. They take more responsibility and initiative.4. They receive better customer service ratings.5. They offer more ideas for improvement.6. They promote and model teamwork.7. They volunteer more for extra assignments.8. They anticipate and adapt better to change.9. They persist at difficult work over time.10. They speak well of the organization.1 - 10Workshop: 2
51-10Workshop: 3The key elements of a winning culture
1994… 95… 96…Profits = $13.9 Billion2.5 M vs. 250M
WITH GREAT POWERCOMES GREATRESPONSIBILITYremember… they follow YOUR lead!!!!!
Quick Workshop Page 6•Look over all of your scoresand notes – what are THREEthings you can do right awayto have a dramatic positiveimpact on yourorganization?
THANK YOUIf you have any questions at all please do not hesitate to send a note or call.My email address is: firstname.lastname@example.orgPLEASE connect with me on LinkedInAlso, you might find value in the ideas I share in my blog. You can sign up for it at:www.blog.johnspence.comLastly, these slides have already been uploaded to:www.slideshare.net/johnspence