Some really great advice…
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
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
How do you define talent?
• Highly Competent
• Impeccable Character
• Excellent Communicator
• Positive Attitude
• Creative /Innovative
• Risk Tolerant
• Strong Drive
• Solid Team Player
• Lack of TRUST
• Lack of candor
• Lack of commitment
• Lack of accountability
• Lack of results
The 4 C’s of Trust
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
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.
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%)
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.
Where are we going + how will we behave on the way?
Praise + Celebration Focus
Eliminate Mediocrity “No”
Measure / Track 9 Steps for
Communicate Stakeholders +
Transparency Ensuring guiding collation
Vision + Values
Training + Strategy
time / money / Plans
supplies / people Goals / Objectives
Tactics / Actions
Procedures / Protocols
Clear / consistent / relentless Repeatable Process
Keys to Accountability
Very Clear Expectations
Specific and Measurable
Necessary Systems &
Consistent Tracking of
Timely Performance Reviews
Refuse to Tolerate
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
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.”
The Five Levels of Customer Service
I don’t really care
Why try harder
Good enough is good enough
Holy shit – you guys are awesome!!!!!
Customer Satisfaction drives Customer Loyalty…
and Customer Loyalty drives Profitability
100% Zone of Affection I love you
80 A 5% increase in
loyalty among your
I don’t care about you
Can produce a profit
Defection increase of 25% –
I hate you
Extremely Somewhat Slightly Very
Dissatisfied Dissatisfied Dissatisfied Satisfied Satisfied
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.
• 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)
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
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.
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..
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
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
Reward and Celebrate Success…
They recognize and reward service
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
If you have any questions at all please do not hesitate to send a note or call.
My email address is: firstname.lastname@example.org
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