Extreme Makeover UW-Madison Edition

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Jim Feldman of Shift Happens! speaks to University of Wisconsin-Madison students and staff about dealing with change, managing change, innovation and customer service. This is a portion of the speech.

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Extreme Makeover UW-Madison Edition

  1. 1. -1-ShiftDirection<br />
  2. 2. -2-<br />Shift<br />Purpose<br />
  3. 3. -3-ShiftFocus<br />
  4. 4. -4-Shift Attitude<br />
  5. 5. LEADERS<br />Do Their Own Reconstruction<br />Concentrate on Customers Essentials<br /> Learn What Customers Ignore<br />UPsize Customers’ Daily Activities<br />Focus Frees up Time<br />
  6. 6. LEADERS<br />Do Their Own Reconstruction<br />Remodeling <br />is <br />NOT <br />Reconstruction.<br />Focus Frees up Time<br />
  7. 7. LEADERS<br />Do Their Own Reconstruction<br />TEAR IT ALL DOWN…<br />then there are fewer<br />choices to make.<br />Focus Frees up Time<br />
  8. 8. -1-ShiftDirection<br />
  9. 9. How You Think is Everything<br />It’s Time to<br />Shift Your Thinking<br />
  10. 10. -1-<br />Shift<br />Direction<br />
  11. 11. Dimensions<br />3 different views<br /> of the same problem.<br />Inside-the Box <br />(Depth)<br />Outside-the Box<br />(Distance)<br />Innovative Implementation<br />(Determination)<br />-1-<br />Shift<br />Direction<br />
  12. 12. Customers Want:<br />Better Outcomes<br />Better Results<br />They consume your food.<br />They purchase your WISDOM!<br />
  13. 13. Reality Questions:<br />The only thing you should be talking about is VALUE—the VALUE & BENEFIT to the Customers—NOT the price!<br />
  14. 14. What are you <br />going to be doing <br />Differently Tomorrow <br />that will give you <br />better results<br />than you <br />got yesterday?<br />Reality Question:<br />-1-<br />Shift<br />Direction<br />
  15. 15. Remember<br />-1-<br />Shift<br />Direction<br />Rule #6<br />
  16. 16. -2-<br />Shift<br />Purpose<br />
  17. 17. Level<br />The Playing Field<br />
  18. 18. Act like an Entrepreneur<br />Everyone should be a contributing participant. <br />Everyone should think “What would my mother do or think if she was running this department?” <br />#2: Think Like An Owner<br />
  19. 19. Start by gathering information.<br />Find a new use for existing resources. <br />View existing products or services in a new way.<br />Think Innovatively.<br />#2: Think Like An Owner<br />
  20. 20. #2: Think Like An Owner<br />LISTEN<br />Discover all options the Customer is considering<br />Collaborate with the Customer to Establish Value<br />
  21. 21. LISTEN & THEN…<br /> Introduce<br /> Talk<br /> Innovate<br />
  22. 22. Chuck E.Cheese<br />Bakery<br />$10.00<br />CakeMix<br />$2.00<br />Cake<br />$1.00<br />Birthday MMP<br />$100.00<br />-2-<br />Shift<br />Purpose<br />Gilmore & Pine<br />Experience Economy<br />
  23. 23. Starbucks<br />Coffee Service<br />$.75<br />Coffee Beans<br />$.25<br />Bulk Coffee<br />$.10<br />Coffee MMP<br />$4.75<br />-2-<br />Shift<br />Purpose<br />Gilmore & Pine<br />Experience Economy<br />
  24. 24. -2-<br />Shift<br />Purpose<br />KNOWLEDGEcomes from books <br />WISDOMcomes from experience <br />
  25. 25. Remember <br />Rule #6<br />
  26. 26. -3-Shift Focus<br />
  27. 27. BecomeCutting Edge<br />
  28. 28. Learn fromLeaders<br />
  29. 29. Think Innovatively<br />-3-<br />Shift<br />Focus<br />Discover Opportunities Using Existing Resources<br />
  30. 30. -3-<br />Shift<br />Focus<br />Innovationis how we <br />make <br />MONEY from Creativity!<br />
  31. 31. -3-<br />Shift<br />Focus<br />Your brand<br />is the promise of a<br />Guaranteed<br />Experience.<br />
  32. 32. What does your Customer WANT?<br />What does your Customer NEED?<br />What does your Customer VALUE?<br />What does your Customer EXPECT?<br />-3-<br />Shift<br />Focus<br />
  33. 33. -3-<br />Shift<br />Focus<br />
  34. 34. Customers Need Your WISDOM<br />-3-<br />Shift<br />Focus<br />Business advances on 2 things:<br />1) Solutions You Provide<br />2)Connections You Sustain<br />
  35. 35. -3-<br />Shift<br />Focus<br />Act Like You’re in <br />Business for Yourself – You Are!<br />
  36. 36. We <br />Rebuild<br />Our Past…<br />By Reinventing the Future<br />-3-<br />Shift<br />Focus<br />
  37. 37. RememberRule #6<br />
  38. 38. -4- Shift Attitude<br />
  39. 39. Use AllOf TheTools<br />
  40. 40. 5 Tools To Help Your Reconstruction:<br />-1-<br />Build a climate <br />that is open to <br />Innovation & Creativity.<br />
  41. 41. Constructive Changes<br /><ul><li>Think Differently.
  42. 42. See Differently.
  43. 43. Build Differently.</li></li></ul><li>5 Tools To Help Your Reconstruction:<br />-2-Become #1 with:<br />Customers<br />Suppliers<br />Employees<br />
  44. 44. Constructive Changes<br />Make Good Use Of Other People’s Brains.<br />
  45. 45. 5 Tools To Help Your Reconstruction:<br />-3-<br />Create aPartnership with: <br /> Customers<br /> Suppliers<br /> Employees<br />
  46. 46. Constructive Changes<br />Hold Yourself <br />Accountable <br />for Outcomes <br />and Results.<br />
  47. 47. 5 Tools To Help Your Reconstruction:<br />-4-<br />Learn from Suppliers and other Employees<br />
  48. 48. Constructive Changes<br />Be Tolerant of Subordinate’s Mistakes.<br />
  49. 49. Half of your job is keeping people <br />in the right ‘frame’ of mind.<br />5 Tools To Help Your Reconstruction:<br />-5-<br />Implement Next-Generation Approaches<br />
  50. 50. Constructive Changes<br />Take Ownership of Changes.<br />
  51. 51. To Be Successful Your Toolbox Needs<br />A B C D E F G H I J K <br /> 2 3 4 5 6 7 8 9 10 11<br />L M N O P Q R S T <br />12 13 14 15 16 17 18 19 20<br />U V W X Y Z<br />21 22 23 24 25 26<br />
  52. 52. To Be Successful Your Toolbox Needs<br />K N O W L E D G E<br />-4-<br />Shift<br />Attitude<br />11 14 15 23 12 5 4 7 5<br />96%<br />
  53. 53. To Be Successful Your Toolbox Needs<br />H A R D W O R K<br />-4-<br />Shift<br />Attitude<br />8 1 18 4 23 15 18 11<br />98%<br />
  54. 54. To Be Successful Your Toolbox Needs<br />A T T I T U D E<br />-4-<br />Shift<br />Attitude<br />1 20 20 9 20 21 4 5<br />100%<br />
  55. 55. To Be Successful Your Toolbox Needs<br />BULLSHIT<br />2 21 12 12 19 8 9 20<br />-4-<br />Shift<br />Attitude<br />103%<br />
  56. 56. To Be Successful Your Toolbox Needs<br />YOUR WISDOM<br />-4-<br />Shift<br />Attitude<br />25 15 21 18 23 9 19 4 15 13<br />162%<br />
  57. 57. Use AllOf TheTools<br />
  58. 58. Luck and fate <br />play far less a role <br />in your success than <br />YOUR WISDOM <br />and the <br />RIGHTATTITUDE.<br />-4-<br />Shift<br />Attitude<br />Next Generation Approaches<br />
  59. 59. Ask “What If?”<br />Next Generation Approaches<br />-4-<br />Shift<br />Attitude<br /> You will unleash the unlimited possibilities of innovative thinking. <br />
  60. 60. Next Generation Approaches<br />Work Hard<br />Never give up!<br />Success requires a<br />fresh blueprint--<br />not a prefab!<br />-4-<br />Shift<br />Attitude<br />
  61. 61. Customers<br />are the<br />reason we are<br />in business.<br />Next Generation Approaches<br />
  62. 62. Continue Your Education<br /> ContinuallyChange & Improve.<br /> Be Volume…not Share Driven.<br /> Focus on your Customers, <br /> NOT your competition.<br /> Find New Benefits, NOT Features.<br />Next Generation Approaches<br />Co-create Joint Business Opportunities.<br />
  63. 63. Use AllOf TheTools<br />
  64. 64. Make Over<br />Be a <br />Fixer-Upper<br />Everyday!<br />
  65. 65. Give People a Possibility <br />to live into, <br />not an <br />Expectation to live up to!<br />
  66. 66. RememberRule #6<br />Don’t Take<br />Yourself Too<br />Seriously.<br />
  67. 67. Keep Your Sense of Humor.<br />
  68. 68. Communicate Clearly<br />
  69. 69. Use AllOf TheTools<br />
  70. 70. Are You Still Confused?<br />
  71. 71. -1-ShiftDirection<br />
  72. 72. Look for Signals<br />
  73. 73. -2-<br />Shift<br />Purpose<br />
  74. 74. Level<br />The Playing Field<br />
  75. 75. -3-ShiftFocus<br />
  76. 76. BecomeCutting Edge<br />
  77. 77. -4-Shift Attitude<br />
  78. 78. Use ALLof the Tools “Inside The Box.”<br />
  79. 79. Flowchart For ProblemResolution<br />Is It Working?<br />NO<br />YES<br />Don’t Mess With It!<br />DidYou<br />Mess<br />With It?<br />YES<br />YOU IDIOT!<br />NO<br />Will it <br />BlowUp<br />In Your<br />Hands?<br />Anyone<br />Else<br />Know?<br />You’re SCREWED!<br />YES<br />YES<br />CanYou<br />Blame<br />Someone<br />Else?<br />NO<br />NO<br />NO<br />Hide It<br />Look The Other Way<br />YES<br />NO PROBLEM!<br />
  80. 80. Jim FeldmanProfessional Speaker<br />ShiftHappens.com<br />312-527-9111<br />
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