AWESOMELY SIMPLE


                 The Six Key
                Strategies for
              Running a Highly
            ...
For the past 14 years…
Global Economy?
National Economy?
For those who are prepared…




                      …chaos brings opportunity
1. Vivid Vision
Let’s define terms:




                      • Vision: WHAT we want to
                        be when we grow up.
      ...
A superior   TEAM that delivers real value
 through elegant   SOLUTIONS for
 their customers and looks for appropriate


 ...
A compelling and delicious Vision
 We strive to be excellent through exceeding
 our guests’ expectations by providing a
 d...
Three keys to an effective vision:



 Over-communicate
 Adjust when necessary
 LIVE it every day
2. Robust Communication
The 4 key elements of robust communications



                           Honesty
                           Transparency
...
3. Best People




                 Talent
Some really great advice…


 Anne Mulcahy
 CEO of Xerox and the third most powerful   1.   Build a network of great relati...
How do you define talent?

       •   Highly Competent
       •   Impeccable Character
       •   Excellent Communicator
 ...
•   Lack of TRUST
•   Lack of candor
•   Lack of commitment
•   Lack of accountability
•   Lack of results
The 4 C’s of Trust
       HIGH




                    Affection   TRUST
  Concern

                    Distrust    Respec...
John Spence High-Performance Team Model


         •   D irection – vivid, clear, inspiring --- shared
         •   M easu...
11 Key Team Competencies:
1.   Setting clear, specific and measurable goals.
2.   Making assignments extremely clear and e...
4. Sense of Urgency
You must create a culture that…

 • Rewards fast action-taking

 • Punishes barriers
 • Embraces change

 • Encourages ris...
4-Level Decision Making


1. You own it.
2. Ask for input… you own it.
3. Team decision… I own it.
4. My call… I own it.
5. Disciplined Execution
10 – 15 %
What Inhibits Execution?
  National Survey of 4,000 Senior Executives


   4. Inability to work together (21%)

   3. Comp...
In other words…

            • In order to succeed you need
              a high-performance team that
              embra...
Where are we going + how will we behave on the way?



      Praise + Celebration                                         ...
Keys to Accountability



             Very Clear Expectations
             Specific and Measurable
               Goals
 ...
The Four Pieces of Paper…
6. Extreme Customer Focus



                 VOC
A few good quotes…
• “We are not in the coffee business serving people… we are in the
  people business serving coffee.” H...
Things have changed…



Last Year


                       This Year
It used to be…

      Good Cheap Fast
Now you MUST deliver…

•   The highest quality…
•   At the lowest possible price…
•   Immediately --- or sooner…
•   All w...
The Five Levels of Customer Service



                I don’t really care
                 Why try harder
          Good ...
Customer Satisfaction drives Customer Loyalty…
          and Customer Loyalty drives Profitability

                      ...
Fundamental Customer Expectations
• Reliability: The ability to provide what was promised, on
  time, dependably and accur...
How do the Best Companies Deliver Superior Customer Service?




• From a study of more than 3,000 companies —
  narrowed ...
Extreme Customer Focus


 They listen to, understand, and
 respond (often in unique and
 creative ways) to the evolving
 n...
Shared Customer Service Credo
   They establish a clear vision of what superior
   service is, communicate that vision to
...
Clear Standards + Accountability
They establish concrete standards of
service quality and regularly measure
themselves aga...
Customer Focused Employees

                  They hire the best people,
                  train them carefully and
      ...
Reward and Celebrate Success…

They recognize and reward service
accomplishments, sometimes
individually, sometimes as a g...
Moments of Truth
Moments of Truth
Master the first five… and then focus them on number six!
T + C x ECF = Success
THANK YOU



  If you have any questions at all please do not hesitate to send a note or call.
               My email add...
BusinessChamber.com webinar slide deck
BusinessChamber.com webinar slide deck
BusinessChamber.com webinar slide deck
BusinessChamber.com webinar slide deck
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BusinessChamber.com webinar slide deck

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May 12th BusinessChamber.com webinar on Awesomely Simple.

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BusinessChamber.com webinar slide deck

  1. 1. AWESOMELY SIMPLE The Six Key Strategies for Running a Highly Successful Business John Spence
  2. 2. For the past 14 years…
  3. 3. Global Economy?
  4. 4. National Economy?
  5. 5. For those who are prepared… …chaos brings opportunity
  6. 6. 1. Vivid Vision
  7. 7. Let’s define terms: • Vision: WHAT we want to be when we grow up. • Mission: WHY we are doing what we are doing. • Values: How we expect everyone to behave.
  8. 8. A superior TEAM that delivers real value through elegant SOLUTIONS for their customers and looks for appropriate GROWTH opportunities.
  9. 9. A compelling and delicious Vision We strive to be excellent through exceeding our guests’ expectations by providing a dining experience that is Sensual, Spiritual and Savory.
  10. 10. Three keys to an effective vision: Over-communicate Adjust when necessary LIVE it every day
  11. 11. 2. Robust Communication
  12. 12. The 4 key elements of robust communications Honesty Transparency Courage Vulnerability
  13. 13. 3. Best People Talent
  14. 14. Some really great advice… Anne Mulcahy CEO of Xerox and the third most powerful 1. Build a network of great relationships woman in the world! with people who want to see you succeed. 2. You don’t have all of the answers, so ask for help and advice from the smartest people you can find. 3. Learn to be a learner. 4. Listen intently to your employees and to your customers.
  15. 15. How do you define talent? • Highly Competent • Impeccable Character • Excellent Communicator • Positive Attitude • Creative /Innovative • Risk Tolerant • Strong Drive • Solid Team Player
  16. 16. • Lack of TRUST • Lack of candor • Lack of commitment • Lack of accountability • Lack of results
  17. 17. The 4 C’s of Trust HIGH Affection TRUST Concern Distrust Respect LOW LOW HIGH Competence
  18. 18. John Spence High-Performance Team Model • D irection – vivid, clear, inspiring --- shared • M easurements – specific, observable, focused • C ompetence – very good at what they do • C ommunication – open, honest, courageous • Mutual Accountability – all team members • D iscipline – do this every day
  19. 19. 11 Key Team Competencies: 1. Setting clear, specific and measurable goals. 2. Making assignments extremely clear and ensuring required competence. 3. Using effective decision making processes within the team. 4. Establishing accountability for high performance across the entire team. 5. Running effective team meetings. 6. Building strong levels of trust. 7. Establishing open, honest and frank communications. 8. Managing conflict effectively. 9. Creating mutual respect and collaboration. 10. Encouraging risk-taking and innovation. 1 - 10 11. Engaging in ongoing team building activities.
  20. 20. 4. Sense of Urgency
  21. 21. You must create a culture that… • Rewards fast action-taking • Punishes barriers • Embraces change • Encourages risk taking • Accepts failure • Empowers everyone…
  22. 22. 4-Level Decision Making 1. You own it. 2. Ask for input… you own it. 3. Team decision… I own it. 4. My call… I own it.
  23. 23. 5. Disciplined Execution
  24. 24. 10 – 15 %
  25. 25. What Inhibits Execution? National Survey of 4,000 Senior Executives 4. Inability to work together (21%) 3. Company culture (23%) 2. Economic climate (29%) 1. Holding onto the past / unwillingness to CHANGE (35%)
  26. 26. In other words… • 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.
  27. 27. Where are we going + how will we behave on the way? Praise + Celebration Focus and Differentiation Eliminate Mediocrity “No” Measure / Track 9 Steps for Communicate Stakeholders + Transparency Ensuring guiding collation Renewal Effective Execution Vision + Values Training + Strategy time / money / Plans supplies / people Goals / Objectives Tactics / Actions Procedures / Protocols Clear / consistent / relentless Repeatable Process
  28. 28. Keys to Accountability Very Clear Expectations Specific and Measurable Goals Necessary Systems & Support Robust Communication Consistent Tracking of Performance Timely Performance Reviews Refuse to Tolerate mediocrity
  29. 29. The Four Pieces of Paper…
  30. 30. 6. Extreme Customer Focus VOC
  31. 31. A few good quotes… • “We are not in the coffee business serving people… we are in the people business serving coffee.” Howard Schultz, CEO – Starbucks • “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 • “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 • “The only critic whose opinion counts, is the customer” – Mark Twain
  32. 32. Things have changed… Last Year This Year
  33. 33. It used to be… Good Cheap Fast
  34. 34. Now you MUST deliver… • The highest quality… • At the lowest possible price… • Immediately --- or sooner… • All while giving consistently superior customer service for an outstanding “Total Buying and Owning Experience.”
  35. 35. The Five Levels of Customer Service I don’t really care Why try harder Good enough is good enough That’s nice Holy shit – you guys are awesome!!!!!
  36. 36. Customer Satisfaction drives Customer Loyalty… and Customer Loyalty drives Profitability Evangelist 100% Zone of Affection I love you 90 80 A 5% increase in 70 Zone of loyalty among your 60 Indifference best customers… Loyalty 50 I don’t care about you 40 30 Can produce a profit Zone of 20 Defection increase of 25% – I hate you Terrorist 85% Extremely Somewhat Slightly Very Dissatisfied Dissatisfied Dissatisfied Satisfied Satisfied Customer Satisfaction
  37. 37. Fundamental Customer Expectations • Reliability: The ability to provide what was promised, on time, dependably and accurately. (Honesty) • Assurance: The knowledge and courtesy of employees, and their ability to convey trust and confidence. (Competence) • Empathy: The degree of caring and individual attention provided to customers. (Concern) • Responsiveness: The willingness to help customers and provide prompt service. (Attitude) • Tangibles: The physical facilities, equipment, and appearance of the personnel. (Professionalism)
  38. 38. How do the Best Companies Deliver Superior Customer Service? • 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.
  39. 39. Extreme Customer Focus They listen to, understand, and respond (often in unique and creative ways) to the evolving needs and constantly shifting expectations of their customers. (VOC)
  40. 40. Shared Customer Service Credo 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..
  41. 41. Clear Standards + Accountability 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.
  42. 42. Customer Focused Employees 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.
  43. 43. Reward and Celebrate Success… 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
  44. 44. Moments of Truth
  45. 45. Moments of Truth
  46. 46. Master the first five… and then focus them on number six!
  47. 47. T + C x ECF = Success
  48. 48. THANK YOU If 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 Lastly, these slides have already been uploaded to: http://www.slideshare.net/johnspence

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