15 ways to_grow_your_business_in_every_economy_july25_fl

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  • How many of you want your own pit crew? Where are my Nascar fans? I wasn ’t sure, in a room full of people who drive for a living if you thought maybe stock car racers were drivers who lost their GPS so they keep going around and around…
  • Don ’t be afraid.
  • This is your strategic vision. If it is not up tp date, chances are your future
  • One of my biggest recommendations to you folks today is to manage your referrals, and it doesn't matter if I'm talking to insurance people, if I'm talking to doctors, if I'm talking to lawyers -- if I'm talking to doctors, lawyers, tailors, and the people who refill my cartridges for my printer. One of the biggest areas where I think small businesses aren't doing enough is on business follow-up, and they're not following up on referrals, and there's two reasons for this. Sometimes people don't realize that they're getting a referral. They're not listening to what's being said, and I've been in situations where I've been to networking groups, and I'll walk away with someone, and I'll go good job, and they look at me in puzzlement, and I say you just got a great referral. That person gave you a great, warm lead, and they're like oh really, I thought they were just making conversation. No. If somebody is giving you a warm lead, make sure you are listening for that to be a warm lead, and it's okay to ask the question. Should I call them, should I follow up with them. Can I use your name to do that. But at the same token, actively give referrals to other people. Actively ask for referrals from other people. Think for just a second who your perfect client is. This is own the road number five. Think for a second who your perfect client is so when someone says I love your business, how can I help you, you say my perfect client is a church group full of more senior ladies who want to take day trips to casinos. Do you know of anybody like that, and then they say yeah, my mom is in this, or my wife is in this, or I have a neighbor who does this. Let me give you their name and number, or let me pass you their name and number. Oh, I don't have that right now, then you make a note, follow up, call them, and have a system for following up with these people. A lot of people walk away from referrals and warm leads simply because they don't want to be perceived as pushy, they don't want to be perceived as arrogant or obnoxious, but if you're helping people, and you're providing a service that people need, you're doing them a favor by putting them in touch -- by getting in touch with people who want to do business with you, and second off, if you're giving a referral, you are helping those people get together. In the economic world, there is something called the search activity, which means we spend a lot of time trying to find those other people that we want to do business with. This is a huge economic cost, so referrals are a way that you can help other people reduce their business cost by putting them in touch with the right people to do business with, and they can do the same for you. If you're not so sure about referrals, I could go on for three hours about referrals. My favorite book on this is by Bill Cates. I get, again this is just how I -- what I do, and I know Bill Cates, he's in Laurel, Maryland, and he's got an entire system called don't keep me a secret. If he comes and talks, it is an extremely expensive session, but I think he's worth it. But you can also read his books for about $20 each, and you can get them on amazon, and he walks you through exactly what he tells people in his seminars. I think he's fantastic. So that might help, and think for just a second of someone you can -- no, I'm going to do that later.
  • One of my biggest recommendations to you folks today is to manage your referrals, and it doesn't matter if I'm talking to insurance people, if I'm talking to doctors, if I'm talking to lawyers -- if I'm talking to doctors, lawyers, tailors, and the people who refill my cartridges for my printer. One of the biggest areas where I think small businesses aren't doing enough is on business follow-up, and they're not following up on referrals, and there's two reasons for this. Sometimes people don't realize that they're getting a referral. They're not listening to what's being said, and I've been in situations where I've been to networking groups, and I'll walk away with someone, and I'll go good job, and they look at me in puzzlement, and I say you just got a great referral. That person gave you a great, warm lead, and they're like oh really, I thought they were just making conversation. No. If somebody is giving you a warm lead, make sure you are listening for that to be a warm lead, and it's okay to ask the question. Should I call them, should I follow up with them. Can I use your name to do that. But at the same token, actively give referrals to other people. Actively ask for referrals from other people. Think for just a second who your perfect client is. This is own the road number five. Think for a second who your perfect client is so when someone says I love your business, how can I help you, you say my perfect client is a church group full of more senior ladies who want to take day trips to casinos. Do you know of anybody like that, and then they say yeah, my mom is in this, or my wife is in this, or I have a neighbor who does this. Let me give you their name and number, or let me pass you their name and number. Oh, I don't have that right now, then you make a note, follow up, call them, and have a system for following up with these people. A lot of people walk away from referrals and warm leads simply because they don't want to be perceived as pushy, they don't want to be perceived as arrogant or obnoxious, but if you're helping people, and you're providing a service that people need, you're doing them a favor by putting them in touch -- by getting in touch with people who want to do business with you, and second off, if you're giving a referral, you are helping those people get together. In the economic world, there is something called the search activity, which means we spend a lot of time trying to find those other people that we want to do business with. This is a huge economic cost, so referrals are a way that you can help other people reduce their business cost by putting them in touch with the right people to do business with, and they can do the same for you. If you're not so sure about referrals, I could go on for three hours about referrals. My favorite book on this is by Bill Cates. I get, again this is just how I -- what I do, and I know Bill Cates, he's in Laurel, Maryland, and he's got an entire system called don't keep me a secret. If he comes and talks, it is an extremely expensive session, but I think he's worth it. But you can also read his books for about $20 each, and you can get them on amazon, and he walks you through exactly what he tells people in his seminars. I think he's fantastic. So that might help, and think for just a second of someone you can -- no, I'm going to do that later.
  • One of my biggest recommendations to you folks today is to manage your referrals, and it doesn't matter if I'm talking to insurance people, if I'm talking to doctors, if I'm talking to lawyers -- if I'm talking to doctors, lawyers, tailors, and the people who refill my cartridges for my printer. One of the biggest areas where I think small businesses aren't doing enough is on business follow-up, and they're not following up on referrals, and there's two reasons for this. Sometimes people don't realize that they're getting a referral. They're not listening to what's being said, and I've been in situations where I've been to networking groups, and I'll walk away with someone, and I'll go good job, and they look at me in puzzlement, and I say you just got a great referral. That person gave you a great, warm lead, and they're like oh really, I thought they were just making conversation. No. If somebody is giving you a warm lead, make sure you are listening for that to be a warm lead, and it's okay to ask the question. Should I call them, should I follow up with them. Can I use your name to do that. But at the same token, actively give referrals to other people. Actively ask for referrals from other people. Think for just a second who your perfect client is. This is own the road number five. Think for a second who your perfect client is so when someone says I love your business, how can I help you, you say my perfect client is a church group full of more senior ladies who want to take day trips to casinos. Do you know of anybody like that, and then they say yeah, my mom is in this, or my wife is in this, or I have a neighbor who does this. Let me give you their name and number, or let me pass you their name and number. Oh, I don't have that right now, then you make a note, follow up, call them, and have a system for following up with these people. A lot of people walk away from referrals and warm leads simply because they don't want to be perceived as pushy, they don't want to be perceived as arrogant or obnoxious, but if you're helping people, and you're providing a service that people need, you're doing them a favor by putting them in touch -- by getting in touch with people who want to do business with you, and second off, if you're giving a referral, you are helping those people get together. In the economic world, there is something called the search activity, which means we spend a lot of time trying to find those other people that we want to do business with. This is a huge economic cost, so referrals are a way that you can help other people reduce their business cost by putting them in touch with the right people to do business with, and they can do the same for you. If you're not so sure about referrals, I could go on for three hours about referrals. My favorite book on this is by Bill Cates. I get, again this is just how I -- what I do, and I know Bill Cates, he's in Laurel, Maryland, and he's got an entire system called don't keep me a secret. If he comes and talks, it is an extremely expensive session, but I think he's worth it. But you can also read his books for about $20 each, and you can get them on amazon, and he walks you through exactly what he tells people in his seminars. I think he's fantastic. So that might help, and think for just a second of someone you can -- no, I'm going to do that later.
  • They are going to go to someone who is on the web after 5 o clock at night. Little league teams need to go to Kansas. I ’m a volunteer. People have questions they need answered. If they can ’t find those answers from your website, they will likely go elsewhere. Have a great website. It doesn't have to be outrageously complicated or expensive, but have a website that gives you an online presence and here's why. If people are thinking about using you -- if people who book you may not be doing that work during traditional business hours. So, if they wanted to look something up about you, they want to learn more about you, they're probably going to do it after 5:00 at night, which means that if you're not there to answer the phone or they can't find you on the web, they're going to go to somebody who is.
  • One of my favorite aspects of the new economy is the ability to use online marketing tools and nobody thinks we're being cheap. This year I even used an online e-newsletter, and I know that sounds terrible, but this way I was able to put in pictures, I was able to make it more festive without the postage <?> to trees. Does it take a little bit away from the <Garbled>, yes, but if I'm sending it out to 200 people, my friends who still don't get -- I have some friends who are fairly senior, more mature I call them, and they still don't get e-mail. So, of course, I print it out and mail it to them, but a lot of my friends like the idea, and then I can also actually post it on my Facebook page. I can post it in other ways. So, this is how a lot of people are keeping in touch with each other. In the old days is a hand-written note still very much appreciated? It is, and I'm not saying to take away the hand-written notes. I love thank-you notes. I do a lot of thank-you notes, but in this day and age when we're looking for things to do differently in the new economy, we just can't overlook the using of online marketing tools. Online marketing tools have the attraction of being, well, free. This is free advertising for you and your company, you as a person, you as an expert in your field, you as a go-to person, and it can be focused toward your target market. I love e-newsletters. I do one a month. I try not to be preachy, and I don't sell. What I try in my online newsletter is it's not a sell thing. It's not a sales gimmick. What it is is simply may way of reaching out to my people and saying hi, how are you doing, here's a tidbit from me. Here's a little information that's called Leadership, Dogs, and Twitter. It's not always about leadership. It's not always about a dog, and there's not always something about dogs, and it's not always about Twitter, but it's Leadership, Dogs, and Twitter, which are things that I'm working on, even though I am an economist and mostly that's what I do. Nobody wants to hear newsletters that say the economy, yay <?> team. So, in the e-newsletter try to show value. Try to show how you're providing other people value. Be interesting and be informative, and those are really good rules if you're Tweeting, if you're Facebooking. Please don't put in that you had a tuna sandwich for lunch. Nobody really cares. Put in things that are interesting and informative about you and your business.
  • One of the aspects of social media that is amazingly helpful, especially to small business people, is LinkedIn. How many of you are on LinkedIn right now. Okay, for those of you who want more information on LinkedIn, I know there is a social media program here, and I also have a handout back in my home office. So, if you are interested in maximizing some ideas on LinkedIn, I am more than happy to e-mail you that or send it to you or get that to you, and it's just some ways that LinkedIn can increase your online profile, as well as increase your marketability. So, in LinkedIn, people will look you up and look up you and your company for a couple things. First off, they want to find out what other people say about you, so the recommendations and the references are very, very important. It's also a really good way to find out when there are local events happening in your area. Every time people tell me that they don't have time for LinkedIn or Facebook or Twitter, I understand that, except it is free advertising for you and your company, and free advertising, in this day and age, with the economic issues that we have, is just not something that you turn down. So, does it take a little time, yes. Is the learning curve steep, yes. Does it take long to learn, no. So, you can provide free links to your website, free links to your blog, even a profile that you can set up in 20 minutes will help you increase your online profile if you already have a website, and you can promote other companies. So, let's say, for example, I am going to do a program for the Rambling Express <?> of Colorado Springs. So, on my LinkedIn page, I put in the events Terrific Event at Rambling Express, Colorado Springs, and I put the website. So, it drives traffic to your friends and other people you do business with, as well. It also creates an element of buzz. When people -- all of those updates, all of those events. Every time you type something in the box, it goes out to all of your connections. So, the more connections you have, obviously, the better that is, but you want to make sure that the buzz is about you and your company in the best possible way. Now, it also helps you keep in touch with other business people, so if somebody says oh, how many times have we heard somebody say you really should get in touch with Gary. Gary is great, and he works, I think, at this company somewhere there. But, on LinkedIn it is very easy. You say yeah, my friend Garry is spelled with two Rs, and look him up in my LinkedIn profile. Done. Then, what you do is you send a message to Garry, and you send it through your friend and say so and so said that we should maybe have a coffee and talk, and there are some ways I could possibly help you and some ways you could help me, and wouldn't this be great. So, it's a way to expand your network without costing you any money. Now, <Garbled> make some money by having upgrade programs, and you don't need to spend money on those upgrade programs. In my opinion, I think you can do just fine with a standard package. It also helps you keep in touch with clients. There are people that I worked with maybe a year or two ago who don't really like newsletter, and obviously I don't believe in <Garbled> marketing exactly. It's not that I don't believe in it -- I don't personally practice direct mailing for a couple reasons. Cost is a big one. I don't think I am that clever every month, and I prefer simply an online medium. But, it's a way to also keep in touch with clients and let people know what you are doing and where you are going. So, bottom line is, for LinkedIn, it is free advertising for you and your company, so if you do no other social media, you can do, in my mind.
  • If Mom can do it
  • I want to offer a challenge that everyone in this room finds a job that they can give away to someone else. No, I am not suggesting that Vic take up figure skating.
  • Who was in the Army?
  • Who thinks the dogs are butting heads? Who thinks the dogs are playing? Who thinks the dogs are trying to figure out which human they can sucker into an hour-long ball throwing game? The pack guidance or maybe they are afraid.
  • Who thinks the dogs are butting heads? Who thinks the dogs are playing? Who thinks the dogs are trying to figure out which human they can sucker into an hour-long ball throwing game? The pack guidance or maybe they are afraid.
  • Who thinks the dogs are butting heads? Who thinks the dogs are playing? Who thinks the dogs are trying to figure out which human they can sucker into an hour-long ball throwing game? The pack guidance or maybe they are afraid.
  • Who thinks the dogs are butting heads? Who thinks the dogs are playing? Who thinks the dogs are trying to figure out which human they can sucker into an hour-long ball throwing game? The pack guidance or maybe they are afraid.
  • Communication is probably the number one way we get things done in business and the number one way we screw it up. Honesty is better than uncertainty. People can take bad news.
  • Because of you, your clients can be better to THEIR clients. This is a service that people need and want. Look for creative partners in your communities to provide a transportation sevce that they otherwise might not have.
  • 15 ways to_grow_your_business_in_every_economy_july25_fl

    1. 1. Mary Kelly, PhD, CDR, USN (ret) and Productive Leaders presents: Thriving and Surviving in 2012 15 Ways to Grow Your Business in Every EconomyProductive Leaders © Mary C Kelly 2009Increasing Leadership, Productivity and Communication www.ProductiveLeaders.com Page 1
    2. 2. Great 21st Century Economic Philosophers “All you need is love, all you need is love, All you need is love, love, love is all you need.”Productive Leaders © Mary C Kelly 2009Increasing Leadership, Productivity and Communication www.ProductiveLeaders.com Page 2
    3. 3. To Survive and Thrive"Retailers are following through on their strategy to get theirhouses in order during the recession so they are positioned tobe strong players as the recession ends.” Dan Butler, vice President of Retail Operations for the National Retail Federation“Whether it‘s technology, product assortment, or sustainability,they’re asking themselves; ‘How can we be smarter about meeting the needs of ourcustomers more quickly?’ “Note: Small businesses have an advantage here Productive Leaders © Mary C Kelly 2009 Increasing Leadership, Productivity and Communication www.ProductiveLeaders.com Page 3
    4. 4. To Survive and Thrive Add Value Add Value Add ValueProductive Leaders © Mary C Kelly 2009Increasing Leadership, Productivity and Communication www.ProductiveLeaders.com Page 4
    5. 5. The Pits make us stronger Minimize time in pit row: Lose track position Maybe lost time Once out: Stronger, faster, full tank You get 4 fresh tires and a wedge adjustment on that Old Spice Office Depot Subway ChevyProductive Leaders © Mary C Kelly 2009Increasing Leadership, Productivity and Communication www.ProductiveLeaders.com Page 5
    6. 6. Business are focused on: Recession drives small business innovation: With the economy mired in a recession, small businesses will focus on: 1. Cash flow (plan it, map it) 2. Cost containment (take a hard look at operations) 3. Customer retention (great customer service) 1. Survival (look for new opportunities) Note: Don’t operate from fearProductive Leaders © Mary C Kelly 2009Increasing Leadership, Productivity and Communication www.ProductiveLeaders.com Page 6
    7. 7. Thought LeadershipProductive Leaders © Mary C Kelly 2009Increasing Leadership, Productivity and Communication www.ProductiveLeaders.com Page 7
    8. 8. What are we doing to get and stay ahead? 15 Ways to Grow Your Business: Business Solutions for 2012Productive Leaders © Mary C Kelly 2009Increasing Leadership, Productivity and Communication www.ProductiveLeaders.com Page 8
    9. 9. Grow Your Business #11. Dust off your Business (battle!) PlanBusiness Plan=Strategic Vision=Future of BusinessLike 1980s clothes - time to updateGREAT planning tool Need one?Time to start implementing ideas Productive Leaders © Mary C Kelly 2009 Increasing Leadership, Productivity and Communication www.ProductiveLeaders.com Page 9
    10. 10. First Impressions Count  Dress the part  You never knowProductive Leaders © Mary C Kelly 2009Increasing Leadership, Productivity and Communication www.ProductiveLeaders.com Page 10
    11. 11. Grow Your Business #2 2. Competitive Analysis Maximize free resources, such as SCORE.org  Business Plan  Financial Forecast  Balance Sheet  Loan Requests  Breakeven Analysis  Cash Flow Analysis  Competitive Analysis  Profit-Loss ProjectionProductive Leaders © Mary C Kelly 2009Increasing Leadership, Productivity and Communication www.ProductiveLeaders.com Page 11
    12. 12. Training is ImportantProductive Leaders © Mary C Kelly 2009Increasing Leadership, Productivity and Communication www.ProductiveLeaders.com Page 12
    13. 13. Grow Your Business #33. Find New Customers/Expand the Market/Grow the Pie How? Ex. Fill needs of the baby boomers and their parents Why? They have disposable income - They have unmet transportation needs - They want to remain active - They want to travel, be involved Be a solution!!! Productive Leaders © Mary C Kelly 2009 Increasing Leadership, Productivity and Communication www.ProductiveLeaders.com Page 13
    14. 14. Grow Your Business #44. Your #1 Business Goal Who benefits when you succeed? Date it, be accountable, be committed 10x more likely to achieve goals written down Productive Leaders © Mary C Kelly 2009 Increasing Leadership, Productivity and Communication www.ProductiveLeaders.com Page 14
    15. 15. Goals Cards (at your table) Top Business Goal for 2012 by (assign a date)  _________________________________________ Best practices/ideas to implement by (assign a date)  _________________________________________  _________________________________________  _________________________________________Productive Leaders © Mary C Kelly 2009Increasing Leadership, Productivity and Communication www.ProductiveLeaders.com Page 15
    16. 16. Grow Your Business #55. Know Your Life ResolutionsUnderstand/Identify Values, Goals and CommitmentsMap out what is important1. Trip to Macchu Picu2. Quit smoking3. Exercise Productive Leaders © Mary C Kelly 2009 Increasing Leadership, Productivity and Communication www.ProductiveLeaders.com Page 16
    17. 17. Grow Your Business #6 6. Manage Your Referrals  Actively give  Actively ask  Have system to follow up  Need a system?Productive Leaders © Mary C Kelly 2009Increasing Leadership, Productivity and Communication www.ProductiveLeaders.com Page 17
    18. 18. Grow Your Business #7 Note: Say thank you Be grateful and do something about it Tailor your thank you’sProductive Leaders © Mary C Kelly 2009Increasing Leadership, Productivity and Communication www.ProductiveLeaders.com Page 18
    19. 19. Grow Your Business #7 7. Cooperative competition If everyone in this room made a commitment right now to give away a job to someone else in this room, everyone would benefit.Productive Leaders © Mary C Kelly 2009Increasing Leadership, Productivity and Communication www.ProductiveLeaders.com Page 19
    20. 20. Grow Your Business #88. Market while you sleep(doesn’t have to be outrageously complicated) Make it interesting – Ways to draw people to website Online presence Works while you sleep Update for the spiders Productive Leaders © Mary C Kelly 2009 Increasing Leadership, Productivity and Communication www.ProductiveLeaders.com Page 20
    21. 21. Grow Your Business #99. Online Marketing Tools = Social Media = Free Advertising  Cheaper! Immediate! Effective!  Can be customized to your varied target markets  Keep in touch with current clients – very cost effective  Touch future clients  Enewsletters - Show value - Be interesting - Be informative Productive Leaders © Mary C Kelly 2009 Increasing Leadership, Productivity and Communication www.ProductiveLeaders.com Page 21
    22. 22. Grow Your Business #99. LinkedIn = Free Advertising = Recommendations  People look up you and your company for references  Easy way to get recommendations published  Way to find local events  Free links to your websites, blogs, contact page  You can promote other companies  Create “buzz” about new events  Keep in touch with other business people  Keep in touch with clients  Free advertising for you and company!Productive Leaders © Mary C Kelly 2009Increasing Leadership, Productivity and Communication www.ProductiveLeaders.com Page 22
    23. 23. Grow Your Business #9 9. Facebook and Twitter http://www.checkfacebook.com/ A. Facebook – millions of users  Fan page or group to do business  Pass information, advertise specials, show value  Specials: “$20 ticket gets you $25 in casino cash” link to website  Get your friends to ask you a question B. Twitter – 70 million tweets per day  Use hashtag to unite group  Send out specials  Easy to track online messages – ex. use code TW123 for 20% one way discountProductive Leaders © Mary C Kelly 2009Increasing Leadership, Productivity and Communication www.ProductiveLeaders.com Page 23
    24. 24. Facebook – Mary’s MomProductive Leaders © Mary C Kelly 2009Increasing Leadership, Productivity and Communication www.ProductiveLeaders.com Page 24
    25. 25. Stronger, more competitive #10 10. Act like a Professional Athlete What do professional athletes do to improve? 1. Coach 2. Training camp 3. Solicit honest feedback 4. Focus 5. Strive for the medal (goal)Productive Leaders © Mary C Kelly 2009Increasing Leadership, Productivity and Communication www.ProductiveLeaders.com Page 25
    26. 26. Why Training is Important! #11Productive Leaders © Mary C Kelly 2009Increasing Leadership, Productivity and Communication www.ProductiveLeaders.com Page 26
    27. 27. Training is important #1111. Why train? If you are not improving, you are staying the same or getting worse Look for ways to improve yourself, your company, and your subordinates Places to find great training….Productive Leaders © Mary C Kelly 2009Increasing Leadership, Productivity and Communication www.ProductiveLeaders.com Page 27
    28. 28. Training for what you want #11Productive Leaders © Mary C Kelly 2009Increasing Leadership, Productivity and Communication www.ProductiveLeaders.com Page 28
    29. 29. Training for what you want #11Productive Leaders © Mary C Kelly 2009Increasing Leadership, Productivity and Communication www.ProductiveLeaders.com Page 29
    30. 30. Training for what you want #11Productive Leaders © Mary C Kelly 2009Increasing Leadership, Productivity and Communication www.ProductiveLeaders.com Page 30
    31. 31. Grow Your Business #1212. Ethics, Values, and Doing The Right Thing People want to do the Right Thing. They often don’t know what that is, because they lack clear guidance (or training). Do your people have clear guidance?Productive Leaders © Mary C Kelly 2009Increasing Leadership, Productivity and Communication www.ProductiveLeaders.com Page 31
    32. 32. Reach out and touch someone #1313. Communicate with your clients = listen and solve Relationships matter! 6-8 customer contacts before a buy Use new ways to stay in touch Listen, then solve their problem Use online free surveys Productive Leaders © Mary C Kelly 2009 Increasing Leadership, Productivity and Communication www.ProductiveLeaders.com Page 32
    33. 33. Grow Your Business #1414. Communicate with your own employees/team/suppliers Uncertainty = Unproductive Employees like to know what is going on, even if it is bad Listen – they might have a solution Productive Leaders © Mary C Kelly 2009 Increasing Leadership, Productivity and Communication www.ProductiveLeaders.com Page 33
    34. 34. Grow Your Business #1515. Build your community – You add value to their organizationsPartner in creative ways with each other, hotels, airports, ski clubs, bike clubs, tourism agencies, churches, community clubs, hospitals, bus stations, airports, car rental locations, malls, senior citizen homes, retirement communities, hospice organizations, Irish-American societyGive, Give, Give Productive Leaders © Mary C Kelly 2009 Increasing Leadership, Productivity and Communication www.ProductiveLeaders.com Page 34
    35. 35. Grow Your Business!!!  Questions?  Give-aways!!!!!Productive Leaders © Mary C Kelly 2009Increasing Leadership, Productivity and Communication www.ProductiveLeaders.com Page 35
    36. 36. Mary Kelly, PhD CEO, Productive Leaders  Speaking, training, coaching  Author of 8 books: Master Your World, 360 Degrees of Leadership, 15 Ways to Grow Your Business, and the Take the Lead-Organize Your Life www.ProductiveLeaders.com Mary@ProductiveLeaders.com 443-995-8663 (o/c) www.linkedin.com/in/marykellytalksProductive Leaders © Mary C Kelly 2009Increasing Leadership, Productivity and Communication www.ProductiveLeaders.com Page 36

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