Achieving Business Excellence with John Spence

Three Keys to a Winning Culture

Happy Business Team 3During the past year a great deal of my time has been spent teaching organizations around the world how to improve their culture, as many organizations (both large and small) are now realizing that Culture =Cash! They have finally accepted that if getting, growing and keeping top talent is a strategic objective (and it should be!!!), then having a superior culture is one of the main ways to attract that top talent. So to me, there are two sides to the culture coin… what employees look for, which is a Winning Culture, a place that’s fun to work at, with a family atmosphere, where they are treated fairly , have the freedom to do their without micro management and an organization that has created a culture of catching people doing things right!  However, there is also the other side of the culture coin that the employer looks for, which is highly engaged employees who have an Ownership Mentality…that is they show dedication, passion, creativity, pro-activity, a sense of urgency and high levels of both personal and mutual accountability .

These are all important factors, and there are several more key factors to creating a winning culture , but a few years ago I was talking to a good friend of mine who is a leading psychologist and he pointed out that a great deal of what I was talking about was exactly the same things that everyone looks for in the most important relationships in their lives … and when you think about it, your relationship to your job and the people there is absolutely one of the most important relationships in your life .  According to my friend, here are the three factors that everyone looks for in the key relationships in their life :

 

Safety: employees need to feel physically safe at their job, that they’re not going to get hurt by machinery or that it’s safe to walk out to the parking lot late in the evening.  They also need to feel emotionally safe, that no one is going to yell at them, embarrass them and their job will not be simply yanked out from underneath their feet with no reason.  Lastly, they need to feel psychologically safe, that they can express their opinion, share their ideas or disagree with a superior … without the fear of retribution, bullying or embarrassment.

 

Belongingness: people want to feel that they are part of the team, part of the group, part of the tribe.  They want to know that the people at work like them, like having them around and feel they are an important part of the organization. No one wants to feel like an outcast or that no one cares about them.

 

Appreciation: employees want to know that they are appreciated not only for the work they do, but also who they are as an individual, what they contribute to the team, and the ideas and diversity that they bring to the organization.

 

Safety            Belongingness          Appreciation

 

It is my strong belief that if you flood your organization with safety, belongingness and appreciation that you will build a framework for creating a truly a winning culture.  And, as with many of the other factors, these three are mostly what I call atmosphere issues…they cost no extra money to implement – it is simply the way you treat your people, the way you engage them, and the respect you show all of your employees that make them feel safe, that they belong and that they are genuinely appreciated.

So my question to you is: What can you do TODAY to create more safety, belongingness and appreciation across your entire organization?  

*** If you want more specifics on exactly how to build a great company culture, I have created a very concise and focused ebook that will give you all of my best ideas, tools and advice. It is only $2.99 on Amazon and I promise it will be VERY helpful.  Click HERE to take a look

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The FIVE Keys to Business Success

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Several years ago I wrote about this business success list, but I just have to share it with you again because it’s so incredibly powerful and vitally important. 

I can count on one hand, with several fingers left over, the number of businesses that I deal with that deliver consistently superior customer service.  On the other hand, I do have a list as long as my arm… down to the ground… and about a mile down the street, of businesses that consistently disappoint me.  I will bet that you do to: the service repair person who says they will be at my home between nine and five… what, am I supposed to spend the entire day waiting around for them?  I’m the customer, I’m trying to give them money and they treat me like this?  Or the restaurant waiter who is rude and inattentive and then angry when they don’t get a 20% or greater tip?  The doctor who keeps you in their waiting room for three hours then only spends 10 minutes with you; the real estate agent who does not return your calls; the hotel maid who bangs on your door even though you have the “Do NOT Disturb” sign out; and don’t even get me started on cell phone companies. 

So let me tell you the secret of how to dominate your marketplace, how to do something so outlandishly different, unique and special that you will be loved by your customers and they will tell everyone they know to do business with you.  I got this little nugget from one of the most expensive books I’ve ever bought ($50.00 for a 29 or so page book) called: “How The Best Get Better,” by  Strategic Coach Dan Sullivan.  It may have been quite expensive on a per-page basis, but it was worth every penny because this idea can make you rich.

If you want to drive lots of positive referrals to your business you need to do only FIVE things (Dan recommended four – but I added a fifth):

1.  Show up on time.

2.  Do what you say you will do.

3.  Finish what you start.

4.  Say “Please” and “Thank You.”

And added by me…

5.  Give a little more than expected.

Now you’re probably asking yourself?  “Why did Spence get me so excited about this amazing success formula and then disappoint me with such a pathetic list?” Let me tell, that if you consistently did these five things for every customer, every time…you would need to invest in a dump truck to bring your cash deposits to the bank. 

Just five things…it is so awesomely simple, but incredibly powerful.

So I challenge you to take a good, hard, honest look at your business and see how well you truly deliver these five things…consistently.  I promise you that if you work hard in improving each of these five areas, you will look up and in several months your business will be doing dramatically better, your customers will be much happier, you will have lots of new customers, and you will be making much, much more money.

Let me know how it turns out – I wish you great success — John

Some Advice on Hiring

Advice on Hiring from John Spence on Vimeo.

 Click below to connect with me on LinkedIn

 

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The Formula for Business Success

I have just created a new “Business Success Channel” on Vimeo with 17 of my best business improvement videos (I will be adding many more in the future). It is totally FREE and has some really great information. Below is my newest video: “The John Spence Formula for Business Success.”  I hope you find it very helpful and PLEASE send this link on to anyone you feel would find value in the videos I have posted.  https://vimeo.com/channels/businesssuccess

Thank you so very much — John

 

The John Spence Formula for Business Success from John Spence on Vimeo.

If after watching this video you feel you might need some help in the areas of “Disciplined Execution” or “Accountability”– I love, use, and highly recommend the software program from RESULTS.com – if you are interested, simply click on the logo below to sign up for a free demo.

 

 

 

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Accountability in a “Nice” Company

If you found this video helpful, I strongly recommend you watch this one too:

The Biggest Problem In Business Today

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The NEW Normal

Just a few weeks ago I had the great honor of presenting a program at the Apple Specialist Marketing Conference. My talk was entitled “The New Normal” and focused on how these folks, who sold such incredible Apple products, could continue to be successful as the realities of business and economics remained in constant fluctuation. The talk was even more poignant given the fact that Steve Jobs had passed away just a week earlier. Here is a very brief excerpt of some of the ideas I shared on how I feel companies can survive and thrive in… The New Normal.

 

PS – Do not forget that I am participating in this fantastic event…

 

Two Ideas About Employee Engagement

The Knowing-Doing Gap

Last week I delivered a workshop on the “Leader of the Future” to a group of Directors at the Florida Recreation and Parks Association annual meeting (The FRPA is my longest standing client – 17 years – wow!). Most of these folks have 20 to 30 years in their careers and I told them at the end of the workshop that there was probably very little “new” information that I taught them… but my goal was simply to remind them of the core fundamentals of business excellence and challenge them to take a long hard look in the mirror and see if they were actually living these things every single day in their organizations. Continue reading “The Knowing-Doing Gap” »

Would You Like To Double Your Profits?

I have just returned from two days of facilitating a strategic planning retreat for the board of directors and staff of the Tree Care Industry Association (TCIA). This is a great organization that has been around for years and years, with absolutely fantastic people in the tree care industry. As part of the planning process I did a survey to more than 1,000 of their association members to ask a few questions about where they saw the industry heading and what they were looking for from their association. I cannot express to you how valuable the feedback we got from the membership base was, and how important of a role it played in setting the strategy for the next few years of the association. My point? Even though this is a highly successful organization that interacts a good deal with their membership they realized they were not doing nearly a good enough job of actually… listening to their customer. Continue reading “Would You Like To Double Your Profits?” »