1 Tuesday Morning Eight Simple Truths to Boost Your Career and Your Life Copyright © Cornerstone Leadership Institute and Proseris Services LLC. by David

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Tuesday Morning

Eight Simple Truths

to Boost Your Career

and Your Life

Copyright © Cornerstone Leadership Institute and Proseris Services LLC.

by David Cottrell

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“To every man there comes in his lifetime that special moment when he is tapped on the shoulder and offered the chance to do a very special thing.

What a tragedy if that moment finds him unprepared or unqualified for the work which would be his finest hour.”

- Winston Churchill

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Orchestrating success demands leaving our comfort zone.

We live by choice … not by chance.

You cannot win alone!

The team with the best leader usually wins!

Facts

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Tumbleweed or Redwood?

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Personal Passion Personal Passion

Provide the ultimate Provide the ultimate customer experience customer experience

LeadershipLeadership

How Can We Win?

6Copyright © Proseris Services LLC and Cornerstone Leadership Institute

The first truthThe first truth

No Matter WhatNo Matter What

• Accept responsibilityAccept responsibility

• Keep moving forwardKeep moving forward

• Something can be done ...Something can be done ...and there is something I can doand there is something I can do


We are the bridge!We are the bridge!

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People

Clients

Budgets

The ChallengeThe Challenge

“No Matter What?”

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AverageAverage GreatGreat

VictimVictim Responsible Responsible

PassengerPassenger DriverDriver

Choices

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No problem is unique to youNo problem is unique to you

Don’t let your past eat your future.Don’t let your past eat your future.

There is always something that can be There is always something that can be done and there is always something done and there is always something you can do.you can do.

“Things turn out best for people who make the best of the way things turn out.” —John Wooden

No Matter What!

Key Learning Points!


The second truthThe second truth

… … And Then SomeAnd Then Some

• • Provide lagniappe – a little something extra Provide lagniappe – a little something extra or unexpected giftor unexpected gift

• • Look out for your one golden customerLook out for your one golden customer

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Law of Customer Reward

Add a little something extra, make my Add a little something extra, make my experience enjoyable, and I will spend experience enjoyable, and I will spend more money with you …more money with you …

OrOr

I will recommend you to someone who I will recommend you to someone who can spend more money with youcan spend more money with you

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Southwest Airlines Sense of Humor

Doubletree Hotels Warm cookies on arrival

Lexus Return of cars sparkling clean after routine maintenance

O’Reilly Auto Parts Replace window wipers free

Discount Tire Tires rotated and flats fixed free

Nordstrom Personalized cards sent to customers

Real World Lagniappe

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People buy from people

Lagniappe can Lagniappe can be as simple be as simple as a smile or a as a smile or a comforting comforting word. word.

Life is too short to deal with unpleasant people ... Life is too short to deal with unpleasant people ... more than once.more than once.


1. Respect – 1. Respect – I am a person, not an I am a person, not an customer numbercustomer number

2. Integrity – 2. Integrity – Follow through on your Follow through on your commitments.commitments.

3. No Surprises - 3. No Surprises - Consistent Consistent communication flow.communication flow.

4. Stay Positive! – 4. Stay Positive! – I will follow your I will follow your lead!lead!

Customer needs

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The One Golden CustomerThe One Golden CustomerThe One Golden CustomerThe One Golden Customer

You Never Know When …

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Hierarchy of HorrorsHierarchy of HorrorsHierarchy of HorrorsHierarchy of Horrors


Service Quality IndicatorsService Quality IndicatorsIndicator Weight

Abandoned Calls 1Right day late 1Traces 1International Late 1Invoice Adjustment Requested 1Missing Proof of Delivery 1

Complaints Reopened 5Lost and Found 5Wrong day late 5

Damaged Packages 10Lost Package 10Missed Pick-up 10

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Beware the “Nice” Customer

She’s smiling, leavingShe’s smiling, leavingand telling 9 peopleand telling 9 people

For every unsatisfied customerFor every unsatisfied customerwho complains – 26 others who complains – 26 others will say nothing. will say nothing.

24 won’t come back. 24 won’t come back.

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7 of 10 complainers will do business with you again if the complaint is resolved in their favor.

If resolved on the spot, 95%.

Do you know your hierarchy of horrors?

The Good News


Add a little something extraAdd a little something extra

Know and track your hierarchy of horrorsKnow and track your hierarchy of horrors

Complaints are your friend … welcome Complaints are your friend … welcome themthem

“There are no traffic jams along the extra mile. —Roger Staubach

…And then some



The third truthThe third truth

• An abundance mentalityAn abundance mentality

• Ask for advice and learn Ask for advice and learn from othersfrom others

• Follow throughFollow through

Consider It DoneConsider It Done


Interested vs. CommittedInterested vs. Committed

When you make a commitment, When you make a commitment, be all in.be all in.

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Ignoring issues puts your Ignoring issues puts your own integrity at risk.own integrity at risk.

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The 1-10-100 Rule

Don’t let a $1 molehill turn Don’t let a $1 molehill turn into a $100 mountain!into a $100 mountain!

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What is the Main Thing?What is the Main Thing?

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Principle causes of stress and Principle causes of stress and anxiety in most organizations:anxiety in most organizations:

Unknown CommunicationChange

TimeAmbiguity

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CONFUSION CONFUSION

PERFORMANCE REVIEWS

INCENT

IVE

PROGRA

MSACTIONS

JOB DESCRIPTIONScontradictions

contradictions

expectations

percept

percept

ionsions

Words

FEAR

PRIORITIES

Hazy Di

rectio

nsDeadlines

Hiring Practices

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1. 1. If you depend on others’ perceptions to match If you depend on others’ perceptions to match your expectations … you are going to be your expectations … you are going to be disappointed every time.disappointed every time.

2. If you don’t tell them what you expect you have 2. If you don’t tell them what you expect you have to accept what you get.to accept what you get.

Learning Points

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The Clarity Questions

What is required?

How am I doing?

Does anyone care?

How is the team doing?

Where do we fit in?

How can we help?

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1. Hire good employees - 1. Hire good employees - Dehire Dehire those who are not carrying their share of the those who are not carrying their share of the load.load.

2. Coach us to become better2. Coach us to become better

3. Become the very best3. Become the very best

Your TeamYour Team

Meet our needs

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30%30%

20%20%

50%50%

Super StarsSuper Stars

Falling StarsFalling Stars

Middle StarsMiddle Stars

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““Your job is not to lower the bottom by Your job is not to lower the bottom by adjusting for and accommodating the adjusting for and accommodating the

lowest performing employees. You should be lowest performing employees. You should be raising the top by recognizing and rewarding raising the top by recognizing and rewarding

superstar behaviors.”superstar behaviors.”

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FedEx

Fred Smith

Malcolm Baldrige Award

Who is Lucy?

Lucy Nigren

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Be committed, not just interestedBe committed, not just interested

Keep the main thing Keep the main thing thethe main thing main thing

Take care of your LucysTake care of your Lucys

People quit people.

Consider it done



The fifth truthThe fifth truth

From Now OnFrom Now On

•Learn from mistakes•Eat change for breakfast

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““The Only Constant Is Change”The Only Constant Is Change”-Heraclitus 500 B.C.

““Everything that can be invented has been Everything that can be invented has been invented.”invented.” -Charles Duell,

Commissioner of Patents, 1899

““I think there is a world market for five I think there is a world market for five computers.”computers.”

- Thomas J. Watson, IBM, 1943

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““Television won’t be able to Television won’t be able to hold on to any market it hold on to any market it captures after the first six captures after the first six months. People will soon get months. People will soon get tired of staring at a plywood tired of staring at a plywood box every night.”box every night.”

- Darrell Zanuck, Twentieth Century Fox, 1946

“Eat Change For Breakfast”

39CornerStone

Leadership Institute

CornerStoneLeadership Institute

40CornerStone

Leadership Institute


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Remember The Mouse

Let’s not wait on the cheese to come back to us!

TechnologyPeople

Processes

Information Demographics

Priorities



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Remember The Mouse

Even when we are doing well, Even when we are doing well, let’s keep looking for more let’s keep looking for more cheesecheese!!

Complacency is the root of mediocrity.Complacency is the root of mediocrity.



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Change leads to improvementChange leads to improvement

The answers are in the roomThe answers are in the room

Complacency is the root of mediocrityComplacency is the root of mediocrity

“We cannot become what we need to be by remaining what we are.” —Max DePree

From now on …



The eighth truthThe eighth truth

Knowledge Is PowerKnowledge Is Power

•Read

•Listen

•Give

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Knowledge is PowerKnowledge is Power

The more you learn, the more you earn.The more you learn, the more you earn.

CEO’s of most organizations read 4 books a CEO’s of most organizations read 4 books a monthmonth

Read

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““Don’t fall into the trap of insensitivity.Don’t fall into the trap of insensitivity.Listen to your people”Listen to your people”

Listen

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You cannot succeed without giving back.You cannot succeed without giving back.Your legacy will be what you give others.Your legacy will be what you give others.

Give


My revelationMy revelation

You give so that you You give so that you have more to give.have more to give.


Simple Truths to Reignite Your SuccessSimple Truths to Reignite Your Success

1. No matter what1. No matter what

2. … And then some2. … And then some

3. Consider it done3. Consider it done

4. From now on4. From now on

5. Knowledge is power5. Knowledge is power

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““Pass it On!”Pass it On!”

Documents

1 Tuesday Morning Eight Simple Truths to Boost Your Career and Your Life Copyright © Cornerstone Leadership Institute and Proseris Services LLC. by David