Achieving Business Excellence with John Spence

If you want to make more money: ASK

Several years ago, one of my clients asked me to put together a special workshop to help their employees increase the quality of their customer service. I told them that the single best way to figure out what it would take to deliver consistently superior customer service was… to ask their customers!

We, of course, pursued the standard route of sending out a general customer satisfaction survey and I also interviewed a handful of their customers to get some confidential feedback, but what really helped them achieve an entire new level of customer service excellence was inviting a panel of their top customers for an open and frank discussion about how they currently viewed the service they were getting and exactly what sort of improvements they would like to see.

On the day of the event we gathered every employee in the company (60+) to listen to what the customer panel had to say. The results were amazing! As the employees sat on the edge of their seats, key decision-makers from their seven biggest customers (representing nearly 70% of their annual revenues) spent more than two hours talking about what they loved about the customer service they were receiving; what they hated about the customer service they were receiving; and precisely what they wanted changed, fixed or improved.

Imagine having your very best customers tell you exactly what you would have to do for them to give you a larger share of their business and eagerly refer you to their friends and colleagues. In nearly 25 years of running training workshops this was one of the most powerful and motivating sessions I have ever had the pleasure of leading. By the end of the day every employee that attended felt like they understood what they personally needed to do to deliver outstanding customer service Interestingly, it was just as rewarding for the customers who said it was the very first time that one of their vendors had invited them in to share these sorts of issues in open forum. A true win/win for all involved.

So now the question is: how can you apply this idea in your business? Maybe this sort of customer panel is a perfect way for you to open the lines of communication with your customers and make significant progress in deeply understanding what it will take to consistently meet and even exceed their specific customer service expectations. Maybe your company isn’t quite as big and instead you simply invite two or three of your top customers to lunch and discuss how well your company is meeting their expectations and what they feel you need to improve. It seems pretty straightforward to me, if you want to make more money, ask the people who are currently giving you money what it would take for them to give you more money. Because, as Mark Twain so beautifully put it, “The only critic whose opinion counts… is the customer.”

How to Get the Best Talent for Your Company

The last video I posted was on the importance of having top talent in your organization (here is a link). I got a great follow-up question from my friend Brandon West the owner of PHOS Creative (the company that does our digital marketing) asking: “Do you have any resources that would be helpful to us in starting a stronger recruitment initiative? Sites, books, tools, contacts, etc.” Instead of writing him a long email, I decided to just shoot this video with my best ideas on how to find, hire and retain top talent.

Please send me any business or leadership questions you have and I’ll be happy to shoot a video with my best ideas and suggestions.

I hope you will share this video with your network. Thanks so much – John

 

Here is the book I talked about from Geoff Smart and Randy Street – I very highly recommend it.

What is Your Philosophy of Business?

Here is a powerful idea that is fundamental to creating a culture of accountability…

 

 

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Several people have asked to see the pyramid I mentioned in the video — here are two of the slides I developed for this program – hope these help!

 

 

 

 

 

 

 

 

Do I Really Need To Say Anything?

I have started a new practice that has made a huge positive impact on my life. As a consultant, I’ve always known that my job was to ask good questions and listen intensely. However, in my personal life I will often give my feedback, opinions, ideas, suggestions and direction without even being asked for it! Because I realized this wasn’t exactly a positive trait, during the last few months I have focused on asking myself a few questions before I open my mouth.

  • Do I really need to say anything right now?
  • Is what I’m going to say adding any significant value to the conversation?
  • Is what I want to say helpful or am I just trying to talk about me?
  • Do they want my advice or simply for me to listen to them?

Just taking a moment to pause and ask myself these questions has totally changed the way I approach conversations with my family, friends and colleagues. I have found that in the past I would often say things that were not relevant, did not help the conversation move forward in a positive direction or were simply an effort for me to impose my thoughts and values on someone else. Carefully thinking about what I am planning to say, before I say it, has cut my comments by 80%. I talk a lot less, listen more, and end up having much better and more satisfying conversations for myself and others.

So to finish, rather than telling you what to do let me ask you a question; Do you think it would be helpful to ask yourself these questions before you start talking?

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Five “Easy” Steps to Dominate Your Market

 

Do these five things CONSISTENTLY and you will crush your competition.
I guarantee!!

 

 

Field Notes: Singapore

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Some BIG Ideas on Strategy

This video is an overview of some of the most important ideas I’ve ever learned about creating and executing a winning strategy for your business.

If you found these ideas of value, I very much hope you will share the video with your network.

Thanks – John

The Foundation of Business Success

After more than two decades of working with organizations around the world, the single biggest issue I see in company after company is: Lack of Disciplined Execution.

I meet plenty of brilliant people, who have developed amazing products and services and have unique and compelling strategies for how to win in the marketplace. Yet time and again I see those strategies fail because they are not effectively executed. Below is a article that was created by an amazing company out of New Zealand called Advisory Works. They are among the world’s leading experts in helping companies execute their plans, which is why I am extremely proud to announce that we have formed a partnership so that the team at Advisory Works can assist my clients who are struggling to implement the plans that I help them create.

I believe you’ll find some very powerful ideas in this PDF, things that you can apply right away to help you be more successful in taking the exciting ideas in your company and turning them into action in the marketplace.

Please feel free to share this article with anyone you want to and if you think you might need a little bit of help, don’t hesitate to contact the folks at Advisory Works, you will be extremely impressed.

View and Download PDF

The Four Cornerstones of Strategic Execution 06

A Perfect Breakfast Storm

240_F_90927099_z6LSkcqAbKKIpsbNmhygPROfNiNTK1x9Recently I witnessed a perfect storm of two prevalent business problems:

 Activity vs. Results and The Law of Unintended Consequences.

 

I was having breakfast at a very nice hotel. When I was seated I asked the hostess if I could have a menu but she explained to me that they only offered a buffet. So I walked over and put together a plate of food. When I returned there was a glass of water on my table, however, I really like to have iced tea with my breakfast, so I looked around to try to catch the attention of one of the servers. I was literally the only person in the restaurant, yet I couldn’t get any help. The staff was feverishly working away at folding napkins and setting tables for lunch (it was 8:40 AM), busy as could be and completely ignoring me. When I started to eat my meal, the eggs were cold, the sausage was cold and the potatoes were cold, so I decided I might as well have some yogurt, because it’s supposed to be cold. I set my plate to the side and went back to the buffet for the yogurt, upon returning my plate was still there and no iced tea. After I ate my yogurt I waited patiently for someone to come over so that I could ask for a check, and no one ever came to my table. So on my way out of the restaurant I mentioned to the hostess that no one asked me to pay for my breakfast, to which she replied, “Oh it is included in with room, you have already paid for it.”

That is when it dawned on me. Because they had no way to earn a tip, nobody put any effort into helping the customers, it was much easier to just look busy folding napkins so that their manager did not give them a hard time. Again, I tell you these sorts of stories not to complain, but to hold up a mirror and ask you: Do you ever do this in your business? Do you judge your employees by how early they get to work, how late they stay and how busy they look – not on the quality of their work or results they deliver? Is your reward and recognition system in alignment with the priorities of your business?

Are you paying your people to do what is most important and drive success, or to have nicely folded napkins?

If you would like some ideas about how to improve your culture, I wrote a short ebook with my best ideas. Here is a link to learn more:

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