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Managing Your Business
I will not waste one minute of your time…
• I have a ton to cover and I will go pretty fast.• Please take lots of notes, think/work hard and feel free
to ask questions or give comments at ANY time.• I am happy to answer any of your questions, offer advice
and recommend books at any time after this session.• [email protected]
The slides are already posted at:
www.SlideShare.net/johnspence
A few of my clients:
For the past 21 years…
What does this mean to me?
How can I use this idea?
What can I do right away?
I am NOT a guru…
The Four – I’s
• Ignorance• Inflexibility• Indifference• Inconsistency
Page 1
How to avoid the Four I’s
• Aggressive external market focus.
• Ridiculously high level of customer focus.
• Keep the “Main Things” the main things.
• Bullish on knowledge sharing and learning.
• Teamwork is mandatory – not optional
• Passion and commitment at all levels.
• Foster a healthy paranoia.
• Revel in change.Page 1
NITB
• The willingness… even enthusiasm… to change EVERYTHING combined with the wisdom to understand what must NEVER be changed.
NITB
The Key To Success in the New Normal…
•Nimbleosity•Nimbo-licious
NITB
The Pattern of Business Success
(T + C + ECF) x DE = Success
Page 1
Talent
Talent + Culture
The level of highly satisfied and engaged EMPLOYEES in your business.
The number one factor in increasing the level of highly satisfied and engaged CUSTOMERS in your business is…
What do engaged employees look like?
1. They give more discretionary effort.2. They consistently exceed expectations.3. They take more responsibility and initiative.4. They receive better customer service ratings.5. They offer more ideas for improvement.6. They promote and model teamwork.7. They volunteer more for extra assignments.8. They anticipate and adapt better to change.9. They persist at difficult work over time.10. They speak well of the organization.
1 - 10
Workshop: 2
5
1-10
Workshop: 3
The key elements of a winning culture
1,300,000 interviews: Basic 4 + 1
Goal Setting
TrustAccountability
Communications
RECOGNITION
Page 3
Extreme Customer Focus
Web of Value: VOC + MOT + WOM
Page 4
Extreme Customer Focus
VOC
Page 4
Moments Of Truth
Page 4
WOM = Your BEST form of advertising!
78.9%23.4%
Page 4
43% - 74% of purchasing decision = WOM/T
Page 4
Accountability
1. 100% Clarity + Authority
2. 100% Agreement
3. Track & Post
4. Coach / Mentor / Train
5. Reward / Punishment
Page 4
7,000 + High Potential / High Performance
The Seven C’s of Leadership
1. Character2. Courage3. Communication4. Collaboration5. Competency6. Compassion7. Contribution
Character
The Leadership Challenge by Kouzes and Posner
I want a leader who will:
Tell me the TRUTH. Has a clear vision for
where we are going. Has the skills to get
us there successfully. And is excited about
going with me.
Courage
TO THINK BIG TO BE BOLD
To speak the TRUTH TO MAKE GREAT THINGS HAPPEN
To be… Vulnerable
Ask GREAT questions…
Communications
and LISTEN!
Collaboration
Competency = a commitment to LLBooks
Book summaries
Audio books
Audio book summaries
Training DVDs
Seminars
iTunes U
Pod casts
Blogs
TED.com
BigThink.com
Focus me
Know me
Care about me
Hear me
Help me feel proud
Equip me
Help me see my value
Help me grow
Help me see my importance
Compassion
Contribution
Detroit - 2011
27% ---- 50%
27 – 55%
64%
47%
1,000+ @ $100
Closed 44 schools
33,500 empty houses
91,000 vacant lots
1994… 95… 96…
Profits = $13.9 Billion 2.5 M vs. 250M
WITH GREAT POWER COMES GREAT
RESPONSIBILITYremember… they follow YOUR lead!!!!!
Quick Workshop Page 6
• Look over all of your scores and notes – what are THREE things you can do right away to have a dramatic positive impact on your organization?
THANK YOU
If you have any questions at all please do not hesitate to send a note or call. My email address is: [email protected]
PLEASE connect with me on LinkedIn
Also, you might find value in the ideas I share in my blog. You can sign up for it at:www.blog.johnspence.com
Lastly, these slides have already been uploaded to:
www.slideshare.net/johnspence
