Achieving Business Excellence with John Spence

Say Thank You!!

man-mopping-hotel-floorI spend a lot of time in hotels and airports. Often when I see someone sweeping the floor, emptying the trash or cleaning the bathroom I will stop and say, “Thank you so much for keeping everything clean, it looks wonderful.” You should see the smiles I get when I tell them that. And it is totally sincere, these are people who work hard every day at dirty jobs to keep things clean for us. I do very much appreciate their work and I like to take the time, from time-to-time, to give them an honest and heartfelt “thank you.” So the next time you see someone who is not necessarily in the spotlight, but still giving you great service, I encourage you to let them know that you value their work, it will help both of you have a better day. Better even, it will become a habit and you will begin to look for people who you can genuinely compliment throughout your day, making every day a little bit better for all of you. It’s a nice way to be nice.

My Best Sales Advice for 2016

My best sales advice for 2016 (or any year for that matter) is to make this the year of extreme curiosity. If you are selling a product that requires some level of understanding your customer, then you need to stop thinking of yourself as a salesperson and truly get into the mindset of a consultant. So, here is a simple four-step process for you to be much more successful in 2016.

ONE:  Practice the art of asking superb questions. Think deeply about the specific information you need to obtain in order to offer the perfect solution to your customer. Reflect on the information you want to receive from your customer when they answer your question, what do you want them to say, what specifically do you want them to tell you? Remember, that you don’t have an unlimited number of questions, so make sure that every question counts and helps you collect the critical information that will allow you understand the customer’s real needs and move the sale forward. To help you with this, I suggest you create a list of the key information you need to gather from almost every client. For example, in a business-to-business sale you might need to know:

  • What is the timeframe to make this decision?
  • Who will be involved in the decision-making process?
  • What is your budget for this project?
  • What are your selection criteria?
  • What other companies are you looking at to help you with this project?
  • What are the top issues that you hope that we can help you with?
  • What are the financial implications if you can’t find the exact right solution?
  • What would the financial upside be if we can deliver the exact right solution?
  • What would the exact right solution look like to you?

These are just a few examples, but take some time to sit down and write out the 10 most important pieces of information you have to get from every client and then write an elegant and focused question to get the client to give you the specific information you need.

TWO: Once you ask an excellent question, you must then be an intense listener. Make the person you’re talking to the most important person on the face of the earth while you are sitting there talking to them. Forget about your cell phone, forget about your next appointment, forget about your quota,  forget about your golf game this weekend – give them your total and undivided attention.

THREE: As you are listening intently, take highly detailed notes. Put a star next all important ideas, list out their buying criteria, and underline key budget numbers. Take notes that allow you to perfectly summarize and paraphrase what the client has shared with you to demonstrate that you have listened very carefully to them and understand their needs, wants, wishes, desires and concerns.

FOUR: Now, and only now, have you earned the right to start talking about your product or service!!!

I have met so many salespeople that do the opposite of what I am recommending here. They come in and immediately pitch their product, ask very few if any questions, and don’t write any notes. This is why 88% of senior executives say that the number one reason they won’t see a salesperson is: They waste my time!

If you follow the four steps I have listed above, you will be seen as a consultant and peer that is there to learn as much as they possibly can about their client so that they can deliver a true value-added solution at a reasonable (not lowest) price.

I hope you found these suggestions helpful, I very much look forward to your comments. – John

Doing Your Job

business, job, workLet me help you understand something… doing your job gets you NO extra credit at all. Showing up on time, finishing your work, making sure your work has been done correctly, being courteous to co-workers and customers, staying until you are supposed to leave… that is what you are paid to do. I am getting tired of people who expect special recognition, an award, a big tip or raise – for simply doing their job.

It is like when the guy from the commercial cleaning crew that cleans my office tells me with great fanfare and excitement: “We wiped down all of the desks, vacuumed the floors, washed the windows, cleaned the bathroom and emptied all of the trash cans.” Then breathlessly waits for me to tell him how awesome that is. But I am thinking, “Well, no shit, that is what I hired you to do – so what?” However, if after he rattled off that list of tasks completed he said, “We also put fresh flowers on your desk and noticed that you were out of Diet Coke, so we put a 12-pack in the fridge for you.” THAT is awesome – that is special – that deserves some special recognition!

Don’t get me wrong, I am a HUGE evangelist for “creating a culture of catching people doing things right,” and I clearly understand that praise and recognition is critical to developing highly engaged and loyal employees, but I am not going to throw you a party just for having a pulse. I have been surprised lately by employees at some of my client companies that are angry and surly because they did not get  a raise or promotion when it is abundantly clear to me that they have not done anything special to earn it. They seem to believe that if they just show up and put in their time they should eventually become a Vice President. No, all that gets you is NOT fired!

I read an article about one of the top chefs in the world and they asked him his secret to success. His answer?

  1. Be completely intolerant of mediocrity.

  2. Strive every day in everything you do for true excellence.

  3. Be incredibly customer focused.

  4. Be highly innovative so you can continue to delight your customers.

That is a great list; that is how you become the best in the world at what you do. Anything less is simply doing your job.

 

Your thoughts?

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How To Get More Customers

Small-Business-Owner-Regrets-and-DifficultiesRecently I’ve had several friends who own small businesses ask me how to get more customers. Since this is an issue that nearly every small business owner struggles with I decided to grab an article I wrote several years ago about “How to Win in a Local Market,” and updated with some new ideas and suggestions.

1. Figure out exactly who your key target customers are – the part of the market you want to own. The best way to do this is to look at your current customer base and identify the customers that you absolutely love, the ones that are easy to deal with, really like your products and services a lot, see value what you offer, are glad to pay the full price – the ones you wish you had lots and lots of more customers exactly like them. Then take the time to write down everything you can possibly think of that clearly identifies this specific target group or groups of customers. What is their age range? What kind of car do they drive? What do they buy from you now? What is their education level? Where do they get their information – magazines, TV shows, social media platforms, and websites? What groups do they belong to? What are their hobbies? Do they have kids? What sort of jobs do they have? (if you run a B2B company you’d want to learn everything you can about their business, who there customers are, how they are positioning their business in the market and who are their top competitors).The more you can understand about your specific target market and what motivates them – the better job you can do of serving them and capturing more customers just like them.

2. Another great way to understand what motivates your target audience – is to ask them! Again, identify a group of your very best current customers then send them a brief survey with these questions:

• What, specifically, are the top three or four reasons you chose to do business with us?

• How did you find out about our business?

• Is there anything we could do to improve your experience in doing business with our company?

You might want to add a few other questions, but the goal is to look over all of the replies and see if there is a clear pattern. If there is (and there almost always is), the answer to question number one is your brand. Your customers have just told you exactly why they buy from you, which is likely the reason that other customers like them would buy from you too, so make this the main focus of all of your advertising and marketing. The answer to question number two tells you where to invest your advertising and marketing dollars – these are the places where your target customers are looking to find out about businesses like yours. Question number three tells you exactly what you need to go back and fix right away to increase the loyalty and engagement of your current and future customers. This is extremely powerful information and unfortunately very few businesses ever take the time to actually ask their best current customers why they are customers and what they could do to increase their loyalty. It is always been one of my top business mantras: Whoever owns the voice of the customer owns the marketplace. Take this to heart!

3. Once you get all this information back, create a very detailed “Ideal Customer Profile” to help you understand and stay focused on the people who will make your business successful. Clearly describe exactly who your target customers are, why they do business with you, how they found out about you, and what you can do to continuously delight and surprise them – and then make sure everybody in your company understands that critical information and uses it to guide their daily actions and behaviors when interacting with your customers — and you use it to build your business and branding strategies.

4. Determine who your top competitors will be for those specific target customers, who is already servicing them right now? Then study those top competitors to deeply understand how they position themselves – what services they offer – what promises they make – what sort of value proposition they are currently bringing to the marketplace that is, for some important reason, winning over the customers that you want to win way from them!

5. Figure out how to clearly differentiate yourself from your competitors in a way that will raise the bar and recalibrate the customer’s expectations, and be sure that the way you differentiate yourself is of true value to your customer, as defined by the customer, not by you. Understand this: All effective strategy is just Valued Differentiation multiplied by Disciplined Execution. In other words, to win in the marketplace you must offer something that is unique, exciting and compelling – that is differentiated from all of your competitor’s offerings, hopefully in a way that is defendable so it is not easy to copy – that your customers truly value and are willing to pay money for… and then you must execute on that flawlessly each and every day for each and every customer. It’s a fairly simple and straightforward idea that is exceedingly hard to do successfully. This will be one of your biggest challenges in gaining new customers and running a sustainably successful business.

6. Create strategic alliances with people who, by the nature of the business they are in, can become wonderful sources of referrals to you. You want to get as many people like this on your team as possible… but you especially want to identify the top four or five “Opinion Leaders” who are the most influential sources of referrals for you so that you can get these very important individuals on your team and creating a constant stream of high-quality, targeted referrals that represent your Ideal Customer Profile. The best way to do this is typically to define the people who have the same general customer base as you and that you feel do an absolutely fantastic job at delivering something to these target customers – that is not in competition with what you do – or even better is a complement to what you do. For example, if you are an expert in building high quality pools, you can easily partner with many of the local builders in your area. If you make custom clothing, partner with your local dry cleaners and high-end shoe dealers. If you own an accounting firm, you want to be connected with the top bankers and financial advisors in your area. If you owned a boat dealership that sells high-end boats – partner with a local Mercedes-Benz dealer. These sort of symbiotic relationships with people who are highly connected to your target customers is priceless.

7. Also determine people that are in your direct area of competition – but that you do not want to compete against, and try to form strategic alliances with them so you can work together and be in co-opition instead of competition. For example, you own a great Italian restaurant but there is a fantastic Chinese restaurant on the other side of town, why not share gift certificates to share customers. No one is going to eat Italian or Chinese every single time they go out, so rather than competing, why not share the top customers and help each other be more successful. This is why you often see five or six furniture shops or restaurants in the same mall, they are all attracting more customers to their “destination” and thereby everybody gets more business. Can you do this with some of your friendly competitors?

8. Identify your key “Moments Of Truth” — the handful of key things that absolutely have to go right in order for you to be able to meet and exceed your customer’s expectation —  and create processes to make sure that they are delivered flawlessly — flawlessly – – – every single time. For example, although there are hundreds of interactions every time you go out to have a meal, pretty much every restaurant on the face of the word only has 4 moments of truth:

• Food quality

• Service quality

• Price / value

• Cleanliness

If a restaurant does lots and lots of other things right but messes up any one of these four items badly, they will go out of business. On the flip side, if they do these four things exceedingly well every single time, customers will overlook failures in a few other minor places. So here is the BIG question: What are the moments of truth for your business? The three, four or five things that you must do exceedingly well in order to create highly satisfied, loyal and engaged customers. Figure out those key moments of truth and make sure that everybody in your company works tirelessly to deliver them perfectly all of the time. (This is one of the most powerful business success ideas I know – if you can determine what your key moments of truth are and deliver them flawlessly you will build a strong foundation for a highly successful and profitable company. Make sure you work on this).

9. Position yourself as an expert, trusted advisor, partner and peer to your customers by continuously delivering them REAL value. If you are in a B2B Sales, add real value and assistance to your customers by helping to make them look really good and delivering massive value to their customers. The key idea here is the only person that can decide what is valuable… is the customer. It does not matter what you think is cool, exciting, fun, unique or valuable – it only matters what the customer thinks. So invest the time and energy necessary to get as close to your customers you possibly can and thoroughly understand exactly why they think that what you offer is special, unique, differentiated and valuable to them.

10. Be sure that every single time you do a superior job – and your customers tell you that you are fantastic – follow up instantly with a request for referrals. If they say “You’re awesome, thank you, thank you, thank you”… tell them that the very best way they can thank you is to tell 10 other people about how fantastic you are and recommend that they do business with you. Positive word-of-mouth referrals, are the single most valuable advertising/marketing vehicle there is on the face of the earth. A significant amount of new research indicates that 43% to 78% (that is basically half to three-quarters) of all purchasing decisions today are made by referral – word-of-mouth, social media, texting, email – people ask their friends and colleagues who they should do business with and basically “crowd source” even major purchasing decisions. You can pay hundreds of thousands of dollars to buy ads in every magazine in the world – but a handful of strong personal referrals from key opinion leaders will drive much more business than those as ever could. (By the way you still need to market and advertise – but word-of-mouth referrals, especially through social media, is incredibly powerful and will only get more so).

11. Keep close to your best customers. Check in with them regularly – talk with them – ask questions and LISTEN. Learn everything you can about why your best customers are loyal, and make sure you give them what they want, while them, delight them and consistently exceed their expectations (just slightly – you do not want to erode your profit margin by delivering more value than the customer actually wants). Then gently began to ask these fanatical “customer evangelists” to help you spread the word about how great your business is. If they love you and the products and services you deliver, they will be happy to tell their friends, family and colleagues about how awesome your business is. Turning your best customers into your marketing department is an incredibly powerful strategy, because no matter how good your advertising and marketing is, people will immediately believe their friends recommendations far above even your very best ad. Happy customers who tell everyone they know about how great you are can completely change the future of your business. This is another area you should focus on intently.

**I think this is a good place to make important point: For most of you reading this article the future success of your business will depend very, very, very heavily on the quality of the people that you can get, grow and keep on your team. Great products with terrible customer service = bankruptcy. Hire the best talent you can, train them constantly, treat them fairly, pay them fairly (10% above or below what they would make to do the same job at another company) and empower them to go out and take care superb of your customers. Here is an extremely important point: The customer’s experience one never exceed the employee’s experience. 

“Hire top talent – create a winning culture that engages and empowers them – focus them intently on delivering superior customer service – then hold them accountable for executing on your moments of truth every single day for every single customer.”

12. Become a student of every other business you interact with. What are they doing well that you can adapt to your business? What are they doing poorly that you want to make sure you’re not doing to your customers? Every time you buy something, go out to dinner, order something online, interact with a vendor – it should be a lesson on things that you can steal and apply in your business – or things to avoid at all costs in your business.

13. Track everything I just told you about. Don’t go on instinct or gut feelings, collect data and facts on what is working and what is not – as measured by customer satisfaction scores, profitability and other key metrics. It does not matter what you “think” is working, it only matters if your target customers think is valuable and are willing to pay money for!

14. Once you figure out what works best for you – what truly leads to gaining real market share and significantly increasing profitability – focus like crazy on that area and get better and better at it every day.

15. Lastly, never stop doing everything on this list. Markets exchange, new competitors enter the market, customer’s requirements change – and you have to be able to change with them. Things move really, really fast so agility, adaptability, continuous improvement and ALWAYS listening to your customers is essential to the long-term success of your business. What makes customer’s super happy today, might very well make them very angry next month – so you have to stay on the very cutting edge by knowing more about your customers and your market than anyone else you compete against. Although extremely difficult to do – this is not optional!

I hope you found some of these ideas helpful and that you will share them with anyone you can think of in your network that you feel would find value in them too.

As always, I look forward to your feedback, ideas, comments and suggestions. Thanks so much — John

Delivering Business Excellence

11127664_10152747300417466_255902195476459028_nI recently stayed in the best Best Western in the world. I was in Hamilton Canada to give several speeches and stayed at The Best Western Premier C Hotel by Carmen’s and was absolutely delighted. As someone who spends more than 200 nights a year in hotels, I’m a very seasoned and somewhat cynical guest, to me the hotel and restaurant business just does not seem that complicated, yet so few of them seem to understand that. Here is all I really want…

Hotel: easy check-in, professional and friendly staff, clean rooms, free high-speed Wi-Fi, double pane glass so my room is quiet, and a uber-comfy bed.

Restaurant: good food, very good service, reasonable prices, exceedingly clean, quiet with a relaxed ambience.

You deliver these things and I will love you forever, and the folks at the Best Western Premier C absolutely nailed them. So here’s my question for you…

What are the handful of things that you must do consistently do to delight, enthrall, surprise and satisfy your most important customers?

Let me break that down a little bit…

Handful of things: the three, four or five Moments Of Truth that make or break your relationship with the customer. Every business has a few limited things they absolutely MUST do flawlessly to create loyal, engaged, and satisfied customers. What are they in your business?

*By the way, there are external Moments Of Truth that you must deliver your customers, but there are also internal Moments Of Truth that your staff needs to deliver to each other… in order to be able to deliver the external Moments Of Truth to your customers.

Consistently: it does no good if you only deliver the Moments Of Truth every now and then, it must be every single time for every single key customer. This is why I teach at all of my classes that: if you want repeatable success, you must have process. You have to have the systems, checklists, processes, procedures AND training to ensure that your employees know exactly how to deliver the Moments Of Truth flawlessly.

Delight, enthrall, surprised and satisfy: the goal here is to deliver what is most important to your customer in a unique and highly valued way. However, the only person who really knows what this entails… is the customer. That’s why one of my very favorite quotes is:

Whoever owns the voice of the customer, owns the marketplace.

Most important customers: not all customers are created equal. If you’re going to spend the time, energy and effort to deliver the Moments Of Truth flawlessly, you want to try to do this for all of your customers, but it is essential that you do it for your most important target customers. These are the customers that value what you deliver, are willing to pay for it, are easy to deal with and have the ability to tell lots and lots of people about how great you and your business are.

While in Hamilton I interacted with the staff from the Best Western Premier C Hotel by Carmen’s, the Baci Ristorante and the Hamilton Convention Center by Carmen’s and was truly delighted, enthralled, surprised and satisfied in all of my interactions. From front desk staff, to the servers, to the housekeeping crew… everyone was professional, extremely customer focused and had a great positive attitude. Can you say the same about everyone that works for you?

As someone who teaches business excellence for a living, it was a joy to see an organization that clearly understood how to deliver exceptional service and a wonderful guest experience. Here’s the kicker, when I talked to the manager he made it clear that the main reason for their success was to cut out all the clutter and just focus on the fundamentals. When I stepped off the elevator on the third floor to go to my room I was greeted by a giant quote painted on the wall (which just so happens to also be on the back of my business card!) that summarized their philosophy:

Simplicity is the ultimate sophistication.” – Leonardo da Vinci


Free eBook Link for Building and Sustaining a Winning Culture by John Spence

The Most Important Thing In Business

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I was talking to a good friend of mine, Bob Fetterman, who is the manager of the performing arts center at our local college, when he turned me and said, “In one word, what is the most important thing in business?”

I thought about it for just a few seconds and then confidently answer, “Talent.” Bob looked back at me and said, “It’s the same in the theater.”

The truth of the matter is it’s the same in just about every organization. If you’ve done a truly good job of finding highly talented people you have built the foundation for a sustainably successful organization. Because no matter what’s wrong in your business; if you have great people they can figure out a way to fix it. On the other side of the coin, no matter what’s wrong in your business, if you have bad people they will make it worse.

In the class I teach on strategy at Wharton I tell my students that we are entering an era where there is very little opportunity to create sustainable competitive advantage. Your competitor can copy your products, they can put a location right across the street, they can spend ten times what you do on marketing, they can drop their price, they can offer free shipping, they can do lots of different things to try to win in the marketplace, but if you have superior talent, your people will figure out how to win against the competition. To me, two of the only sustainable competitive advantages left to most businesses are:

The quality of the people that you can get, grow and keep on your team

 

The relationships they create with your customers

 

Which means that talent acquisition, talent development and talent retention should be a major strategic imperative in your business. In addition, you will need to create a winning culture of highly engaged, satisfied and loyal employees who are fanatical about delivering only the highest quality products and services and having only superior customer relationships and will tolerate nothing less.

Years ago I had lunch with a gentleman who built his business from one acre on the edge of a dairy farm, to a multibillion-dollar enterprise and I asked him what he felt the most important thing in running a successful business, he didn’t hesitate, he looked at me and said, “John, you can kid yourself about a lot of things in business but at the end of the day it’s always people, people, people.”

 

If you have 5 seconds I would deeply appreciate your vote as a top small business influencer…


Free eBook Link for Building and Sustaining a Winning Culture by John Spence

Incredible Resource for You

QVLKREMarshall-GoldsmithI am sure that you have noticed that I do not put out a blog every day. That is not because I am lazy – or too busy – it is because I want you to know that when I post something it will be good…really, really good… and worth a minute of your time to take a look.  Today is no exception, it actually proves the rule, as today I am sharing with you an incredible FREE resource that can have a dramatic positive impact on your business and career.

My good friend Marshall Goldsmith  is a recipient of the extremely prestigious Thinkers 50 Award for the top 50 management thinkers in the world. As part of the award he has been asked to post a series of videos with some of his best ideas. All of the recipients of the award have also done the same and this site has all of them for FREE. It is like the TED talks of management – the best business thinkers in the world sharing their best ideas. Here is a link – enjoy!!!!

Click HERE to go to the video page

PS — I was nominated for this award last year, if you’d like to keep me on their radar you can send them a note HERE — thanks!!!


 

Ten Business Success Ideas

John in Toronto_edited-1As I sit here in the lobby of the Marriott in downtown Vancouver, I am reflecting on some of the highlights of the past few weeks which have taken me to assignments in Charlotte, Baltimore, Vegas, Toronto, Barbados and now to Vancouver. The clients have ranged from Bank of America to small business owners, to a workshop for 1,000+ CPAs and a speech to 8,000+ of the top financial planners in the world. Also, with so much time on planes I have read 20+ books on various business topics. Here are some big business success ideas I have picked up  (or re-confirmed) along the way…

 

1. Accountability and disciplined execution are the MOST pressing issues in almost all of the companies I have been working for in the last 6 months. This is a HUGE issue and can negatively or positively impact a company’s success in significant ($$$$$$) ways!

2. Lack of clear, specific and well-understood communications is a CLOSE second!

3. The majority of businesses are NOT doing a good enough job of truly listening to their EMPLOYEES and CUSTOMERS. Whoever owns the Voice of the Customer (VOC) owns the marketplace — and if you run a business your employees are actually your customer – and then they go out and serve the final customer – so you have to own the Voice of the Employee (VOE).

4. McDonalds spends more time and money training their employees than the average “high-tech” business. Think about that – and then think about how much you truly invest in high-quality training for your people.

5. See the reading infographic below – it should blow your mind and motivate you to increase your reading. Especially the very last stat… 7 x 1 x 7 = International Expert. Hey, it worked for me!!!!

6. If you have a problem with accountability at lower levels in your organization, then it is the responsibility of the middle managers to hold their people accountable. If they will not, then the senior managers need to hold the middle managers 100% accountable – if they cannot then the CEO must hold the senior managers fully accountable. In other words – creating a culture of accountability ALL starts with the tone and example that the CEO sets. This seems very straight-forward and simple – but it is typically the root of the problem.

7. From the book: Difference – by Bernadette Jiwa. “The truth is people do not fall in love with ideas at all. They fall in love with the ways those ideas, products, services and places make them feel.” This is a really important branding axiom.

8. The reason that most people do not get a ton of high-quality referrals is simply this: They are NOT remarkable. They do not truly add enough value for their customer to want to “remark” about them to others. So the first step in getting referrals is towering competencies (ideas, products, services, experiences, information, suggestions, and innovations) that are exceedingly valuable to your customers.

9. The quality of your life is determined in large part by the quality of the questions you ask… to others and to yourself! Great leaders are expert at asking just the right question at just the right time – to their people and to themselves.

10. Culture = Cash. The number ONE factor in highly engaged, satisfied and loyal CUSTOMERS… is highly engaged, satisfied and loyal EMPLOYEES. Insanely successful companies all share this practice: Higher top talent, engage them through a winning culture, guide them with a sharply focused and well-communicated vision, values and strategy for growth – then empower them to go out and WOW the customer. That is about as Awesomely Simple as I can make it!

I hope you will share this post with your network – thanks – John

READING Facts!!!


Free eBook Link for Building and Sustaining a Winning Culture by John Spence

Business Success: Four Key Ideas

defining-it-project-successMore than a year ago I ran a two-day “business excellence” retreat with the owners of 21 small to medium-sized businesses. Over the course of the workshop I helped them take a very hard, honest and realistic look at their businesses to discover their true strengths and weaknesses. As a takeaway from the workshop, each of them left with a list of three or four key areas to focus on in their business and a list of action steps that they planned to implement in the coming year.

We recently got the group back together to look at what they accomplished in the past year and set new goals and objectives for 2014. When I asked the participants what some of the most impactful things they did during last year were, almost the entire group said the same handful of key things:

  1. I upgraded my talent.  After the workshop I went back to my business and realized I had some mediocre employees that were not truly delivering value to the organization. I let them go and took my time to replace them with top talent, which has made a world of difference in the success of my business.
  2. I figured out what to focus on. Before the workshop I had a hard time understanding the real priorities of my business, where the leverage was…but in the last year I figured out exactly where my business adds the most value, where I can get the most profit, and have the most fun – and that is where I’m focused now.
  3. I figured out what to stop. In the workshop I realized that I was doing an awful lot of work in areas that were not in my zone of expertise. I figured out the places where I add the most value to the organization, the things that ONLY I could do, and delegated away everything else – or simply stopped doing it altogether.
  4. We got much, much, much closer to the customer. After all of the audits and workshops, I realized that we had a done a pathetic job of “owning the voice of the customer.” In the last year we have used surveys, focus groups, meetings, client councils…everything we could think of to get closer to our customers, build strong relationships and understand them at a deep level. It has been a game changer!

So there you have it, a great list of four absolutely critical ideas to help you run a more successful business!


Free eBook Link for Building and Sustaining a Winning Culture by John Spence