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?
<ul><li>Life </li></ul><ul><li>Career </li></ul><ul><li>Business  </li></ul>
An important key for the day…
What does it take to be the best in the world?
For ALL workshops
Workshop number  1 <ul><li>W hat specific advice would you give to a young person who told you they wanted to be “ The   b...
The 4 Ps of Expert Performance
The Reality Cycle
The most important thing I have ever learned: <ul><li>Y ou become what you  focus  on and similar to the  people  you surr...
Workshop number  2 <ul><li>Top 5 areas of focus  </li></ul><ul><li>Top 5 people </li></ul>
To succeed in life you must have a… <ul><li>P </li></ul><ul><li>L </li></ul><ul><li>A </li></ul><ul><li>N </li></ul>repare...
My definition of success: When you live a life where your core values and self-concept are in harmony with your daily acti...
Workshop number  3 <ul><li>What are  YOUR  top  5  Core Values? </li></ul>
Dr. K “ People do what seems easy and convenient… not what is best for them.”
Workshop number  4 <ul><li>W hat are  3  things you could do right away that would have a  dramatic positive   impact on y...
The Three Step Secret to Success 1.  Decide exactly what it is  you want to achieve. 2. Determine what it will take to ach...
Workshop number  5 <ul><li>What would your “ Ideal ” life look like  ONE  year from today? </li></ul><ul><li>What are the ...
Career Excellence
Anne Mulcahy CEO of Xerox and the third most powerful woman in the world! <ul><li>Build a network of great relationships w...
K N L
G 2 G  Competencies People Customers
1,500 High Achieving “Self-Actualizers” Opinion Process Accountability
How The Best Get Better <ul><li>Show up on time. </li></ul><ul><li>Do what you say you will do. </li></ul><ul><li>Finish w...
My philosophy… <ul><li>“ If you just help enough  other people  get what they want… you will get  everything  you want.” <...
Workshop number  6 <ul><li>What is  YOUR  personal philosophy of career success? </li></ul>
Business Excellence
 
1. Vivid Vision
<ul><li>Honesty </li></ul><ul><li>Transparency </li></ul><ul><li>Courage </li></ul><ul><li>Vulnerability </li></ul>2. Robu...
3. Best People
4. Sense of Urgency
5. Disciplined Execution
<ul><li>10 – 15 % </li></ul>
What Inhibits Execution? National Survey of 4,000 Senior Executives <ul><li>4. Inability to work together (21%) </li></ul>...
In other words… <ul><li>In order to succeed you need a high-performance team that embraces a strong culture of disciplined...
6. Extreme Customer Focus VOC
It used to be… Good  Fast  Cheap
Things have changed… 2008 2010
Now you MUST deliver… <ul><li>The highest quality… </li></ul><ul><li>At the lowest possible price… </li></ul><ul><li>Immed...
Workshop   10
… chaos brings opportunity For those who are prepared…
The Four – I’s <ul><li>Ignorance </li></ul><ul><li>Inflexibility </li></ul><ul><li>Indifference </li></ul><ul><li>Inconsis...
How to avoid the Four I’s  <ul><li>Aggressive external market focus. </li></ul><ul><li>Ridiculously high level of customer...
T + C x  ECF  = Success
A few good quotes… <ul><li>“ We are not in the coffee business serving people… we are in the people business serving coffe...
Let’s look at your market: The bad news… <ul><li>Strong competition  </li></ul><ul><li>Difficult to differentiate </li></u...
The Five Levels of Customer Service <ul><li>I don’t really care </li></ul><ul><li>Why try harder </li></ul><ul><li>Good en...
Customer Satisfaction drives Customer Loyalty…  and Customer Loyalty drives Profitability   A  5%  increase in loyalty amo...
Key Drivers of Customer Loyalty T olerate N othing L ess From: Practice What You Preach by Maister Global study: 16 countr...
Fundamental Customer Expectations <ul><li>Reliability:  The ability to provide what was promised, on time, dependably and ...
How do the Best Companies Deliver Superior Customer Service? <ul><li>From a study of more than 3,000 companies — narrowed ...
They listen to, understand, and respond (often in unique and creative ways) to the evolving needs and constantly shifting ...
They establish a clear vision of what superior service is, communicate that vision to employees at all levels, and ensure ...
They establish concrete standards of service quality and regularly measure themselves against those standards, guarding ag...
They hire the best people, train them carefully and extensively so they have the knowledge and skills to achieve the servi...
They recognize and reward service accomplishments, sometimes individually, sometimes as a group effort, in particular cele...
Workshop  8 <ul><li>Extreme Customer Focus </li></ul><ul><li>Shared Customer Service Credo </li></ul><ul><li>Clear Standar...
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 throu...
<ul><li>Lack of TRUST </li></ul><ul><li>Lack of candor </li></ul><ul><li>Lack of commitment </li></ul><ul><li>Lack of acco...
Competence Respect Distrust Affection TRUST HIGH LOW LOW HIGH Concern The 4 C’s of Trust
Trust in Sales C + R + I SO
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’...
The  Goal:  Trusted  Advisor <ul><li>Asks superb  questions </li></ul><ul><li>Listens  attentively – takes notes </li></ul...
Technique is NOTHING… <ul><li>Intent is EVERYTHING!! </li></ul>
Setting Expectations <ul><li>OPUD  vs.  UPOD </li></ul>
T +  C  x ECF = Success
74% 23,000,000
88%
Workshop  10 The key elements of a winning culture:  Employees <ul><li>Fun </li></ul><ul><li>Family </li></ul><ul><li>Frie...
Workshop number  11  The  BIG  one! <ul><li>Now… go back through the  last  10  workshops  and score every one of them on ...
Workshop number  11  Part Two <ul><li>Once you have scored all 10 workshops – go back and circle the  THREE LOWEST  scores...
 
T HANK  Y OU I f you have any questions at all please do not hesitate to send a note or call.  My email address is:  john@...
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PGC Focus On The Fundamentals Of Excellence

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PGC national meeting, Las Vegas 3.4.10 -- Foucus on the Fundamentals of Excellence

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PGC Focus On The Fundamentals Of Excellence

  1. 1. Focusing on the Fundamentals of Excellence
  2. 2. For the past 21 years…
  3. 3. For the past 16 years…
  4. 4. What does this mean to me? How can I use this idea? What can I do right away?
  5. 5. <ul><li>Life </li></ul><ul><li>Career </li></ul><ul><li>Business </li></ul>
  6. 6. An important key for the day…
  7. 7. What does it take to be the best in the world?
  8. 8. For ALL workshops
  9. 9. Workshop number 1 <ul><li>W hat 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? </li></ul><ul><li>L ist your absolute top 5 best pieces of advice to guide them to greatness. </li></ul>
  10. 10. The 4 Ps of Expert Performance
  11. 11. The Reality Cycle
  12. 12. The most important thing I have ever learned: <ul><li>Y ou become what you focus on and similar to the people you surround yourself with. </li></ul>
  13. 13. Workshop number 2 <ul><li>Top 5 areas of focus </li></ul><ul><li>Top 5 people </li></ul>
  14. 14. To succeed in life you must have a… <ul><li>P </li></ul><ul><li>L </li></ul><ul><li>A </li></ul><ul><li>N </li></ul>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!
  15. 15. 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.
  16. 16. Workshop number 3 <ul><li>What are YOUR top 5 Core Values? </li></ul>
  17. 17. Dr. K “ People do what seems easy and convenient… not what is best for them.”
  18. 18. Workshop number 4 <ul><li>W hat are 3 things you could do right away that would have a dramatic positive impact on your life? </li></ul>
  19. 19. 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.
  20. 20. Workshop number 5 <ul><li>What would your “ Ideal ” life look like ONE year from today? </li></ul><ul><li>What are the top 5 who, what, where, when, why and how of getting there? </li></ul>
  21. 21. Career Excellence
  22. 22. Anne Mulcahy CEO of Xerox and the third most powerful woman in the world! <ul><li>Build a network of great relationships with people who want to see you succeed. </li></ul><ul><li>You don’t have all of the answers, so ask for help and advice from the smartest people you can find. </li></ul><ul><li>Learn to be a learner. </li></ul><ul><li>Listen intently to your employees and to your customers. </li></ul>Some really great advice…
  23. 23. K N L
  24. 24. G 2 G Competencies People Customers
  25. 25. 1,500 High Achieving “Self-Actualizers” Opinion Process Accountability
  26. 26. How The Best Get Better <ul><li>Show up on time. </li></ul><ul><li>Do what you say you will do. </li></ul><ul><li>Finish what you start. </li></ul><ul><li>Say “please” and “thank you.” </li></ul><ul><li>Give a little more than they expect. </li></ul>
  27. 27. My philosophy… <ul><li>“ If you just help enough other people get what they want… you will get everything you want.” </li></ul>
  28. 28. Workshop number 6 <ul><li>What is YOUR personal philosophy of career success? </li></ul>
  29. 29. Business Excellence
  30. 31. 1. Vivid Vision
  31. 32. <ul><li>Honesty </li></ul><ul><li>Transparency </li></ul><ul><li>Courage </li></ul><ul><li>Vulnerability </li></ul>2. Robust Communication
  32. 33. 3. Best People
  33. 34. 4. Sense of Urgency
  34. 35. 5. Disciplined Execution
  35. 36. <ul><li>10 – 15 % </li></ul>
  36. 37. What Inhibits Execution? National Survey of 4,000 Senior Executives <ul><li>4. Inability to work together (21%) </li></ul><ul><li>3. Company culture (23%) </li></ul><ul><li>2. Economic climate (29%) </li></ul><ul><li>1. Holding onto the past / unwillingness to CHANGE (35%) </li></ul>
  37. 38. In other words… <ul><li>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. </li></ul>
  38. 39. 6. Extreme Customer Focus VOC
  39. 40. It used to be… Good Fast Cheap
  40. 41. Things have changed… 2008 2010
  41. 42. Now you MUST deliver… <ul><li>The highest quality… </li></ul><ul><li>At the lowest possible price… </li></ul><ul><li>Immediately --- or sooner… </li></ul><ul><li>All while giving consistently superior customer service for an outstanding “Total Buying and Owning Experience.” </li></ul>
  42. 43. Workshop 10
  43. 44. … chaos brings opportunity For those who are prepared…
  44. 45. The Four – I’s <ul><li>Ignorance </li></ul><ul><li>Inflexibility </li></ul><ul><li>Indifference </li></ul><ul><li>Inconsistency </li></ul>
  45. 46. How to avoid the Four I’s <ul><li>Aggressive external market focus. </li></ul><ul><li>Ridiculously high level of customer focus. </li></ul><ul><li>Keep the “Main Things” the main things… FDA . </li></ul><ul><li>Bullish on knowledge sharing and learning. </li></ul><ul><li>Passion and commitment at all levels. </li></ul><ul><li>Foster a healthy paranoia. </li></ul><ul><li>Revel in change. </li></ul>
  46. 47. T + C x ECF = Success
  47. 48. A few good quotes… <ul><li>“ We are not in the coffee business serving people… we are in the people business serving coffee.” Howard Schultz, CEO – Starbucks </li></ul><ul><li>“ 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 </li></ul><ul><li>“ 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 </li></ul><ul><li>“ The only critic whose opinion counts, is the customer” – Mark Twain </li></ul>
  48. 49. Let’s look at your market: The bad news… <ul><li>Strong competition </li></ul><ul><li>Difficult to differentiate </li></ul><ul><li>Highly informed consumers </li></ul><ul><li>Exceedingly high expectations </li></ul><ul><li>Cost of acquisition of a targeted customer is high </li></ul><ul><li>Cost to satisfy is higher </li></ul><ul><li>Cost to replace is 5x higher </li></ul>Good News: Value of a delighted customer… priceless!
  49. 50. The Five Levels of Customer Service <ul><li>I don’t really care </li></ul><ul><li>Why try harder </li></ul><ul><li>Good enough is good enough </li></ul><ul><li>That’s nice </li></ul><ul><li>Wow – you guys are awesome!!!!! </li></ul>
  50. 51. Customer Satisfaction drives Customer Loyalty… and Customer Loyalty drives Profitability 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 100% 90 80 70 60 50 40 30 20 Extremely Dissatisfied Somewhat Dissatisfied Slightly Dissatisfied Satisfied Very Satisfied Zone of Defection Zone of Indifference Zone of Affection Loyalty Customer Satisfaction Terrorist Evangelist
  51. 52. Key Drivers of Customer Loyalty T olerate N othing L ess From: Practice What You Preach by Maister Global study: 16 countries 29 companies 139 offices 5,589 respondents Financial Performance Quality P&S & Customer Relationship Employee Satisfaction Empowerment High Standards Long-term Orientation Enthusiasm, Commitment, Respect Training & Development Fair Compensation CR=104.12 CR= .404 CR=.334 CR=.277 CR=.275 CR=.249 CR=.280 Coaching CR=.285 CR=.371 CR=.365 CR=.191 CR=.247
  52. 53. Fundamental Customer Expectations <ul><li>Reliability: The ability to provide what was promised, on time, dependably and accurately. ( Honesty ) </li></ul><ul><li>Assurance: The knowledge and courtesy of employees, and their ability to convey trust and confidence. ( Competence ) </li></ul><ul><li>Empathy: The degree of caring and individual attention provided to customers. ( Concern ) </li></ul><ul><li>Responsiveness : The willingness to help customers and provide prompt service. ( Attitude ) </li></ul><ul><li>Tangibles: The physical facilities, equipment, and appearance of the personnel. ( Professionalism ) </li></ul>
  53. 54. How do the Best Companies Deliver Superior Customer Service? <ul><li>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. </li></ul>
  54. 55. 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
  55. 56. 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
  56. 57. 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
  57. 58. 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
  58. 59. 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…
  59. 60. Workshop 8 <ul><li>Extreme Customer Focus </li></ul><ul><li>Shared Customer Service Credo </li></ul><ul><li>Clear Standards and Measures </li></ul><ul><li>100% Accountability </li></ul><ul><li>Customer Focused Employees </li></ul><ul><li>Celebrate Success </li></ul><ul><li>Deal Decisively with Mediocrity </li></ul>
  60. 61. T + C x ECF = Success
  61. 62. Best People Talent
  62. 63. 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.
  63. 64. <ul><li>Lack of TRUST </li></ul><ul><li>Lack of candor </li></ul><ul><li>Lack of commitment </li></ul><ul><li>Lack of accountability </li></ul><ul><li>Lack of results </li></ul>
  64. 65. Competence Respect Distrust Affection TRUST HIGH LOW LOW HIGH Concern The 4 C’s of Trust
  65. 66. Trust in Sales C + R + I SO
  66. 67. Consultative Sales : Rules of the Road
  67. 68. 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 W ASTE M Y T IME!
  68. 69. The Goal: Trusted Advisor <ul><li>Asks superb questions </li></ul><ul><li>Listens attentively – takes notes </li></ul><ul><li>Understands their customer’s business </li></ul><ul><li>Understand their customer’s customers </li></ul><ul><li>Is an expert on their products & services. </li></ul><ul><li>Is customer focused – not “closing” focused </li></ul><ul><li>Tells the 100% truth at ALL times </li></ul><ul><li>Keeps their promises </li></ul><ul><li>Can clearly demonstrate superior value </li></ul><ul><li>Never wastes a client’s time </li></ul>
  69. 70. Technique is NOTHING… <ul><li>Intent is EVERYTHING!! </li></ul>
  70. 71. Setting Expectations <ul><li>OPUD vs. UPOD </li></ul>
  71. 72. T + C x ECF = Success
  72. 73. 74% 23,000,000
  73. 74. 88%
  74. 75. Workshop 10 The key elements of a winning culture: Employees <ul><li>Fun </li></ul><ul><li>Family </li></ul><ul><li>Friends </li></ul><ul><li>Fair </li></ul><ul><li>Freedom </li></ul><ul><li>Pride </li></ul><ul><li>Praise </li></ul><ul><li>Meaning </li></ul><ul><li>Accomplishment </li></ul>
  75. 76. Workshop number 11 The BIG one! <ul><li>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.” </li></ul><ul><li>Be BRUTALLY honest. </li></ul>
  76. 77. Workshop number 11 Part Two <ul><li>Once you have scored all 10 workshops – go back and circle the THREE LOWEST scores for each of the workshops. </li></ul><ul><li>Study ALL of the low scores carefully – look for a pattern . Give this some VERY serious thought. </li></ul><ul><li>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. </li></ul><ul><li>What can YOU do right away to get those low score up? </li></ul>
  77. 79. T HANK Y OU I f 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
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