Achieving Business Excellence with John Spence

For Your Convenience

Screaming into telephone.Whenever you see the phrase, “For your convenience,” you know it’s going to be anything but convenient. I’ve been on the road for about two weeks and during my trip here are just a few of the things that people so kindly did for my convenience…

“For your convenience, rubber mats for the shower are available upon request, simply call the operator and we will have one brought your room.” Not very convenient when I’m standing in the slippery shower and realize I need a shower mat to keep from falling and killing myself.

“For your convenience, we have added a daily $10 charge to your room for cleaning services.” I guess if I refuse the charge they will leave my room dirty?

“For your convenience, the café opens at 7 AM.” Unfortunately, I have a 7:30 meeting on the other side of the hotel, not very convenient to have to skip breakfast.

And finally, my favorite one, yesterday morning I ordered a taxi cab at 8:30 AM so I could make the 6-mile drive to my client’s building and arrive on time for my 9:00 AM meeting. I called down to the desk at 7:00 AM to order the cab, and 30 minutes later they called and said the cab was out front waiting for me. I mentioned to the operator I was not expecting the cab for another hour, the reply was that the cab driver thought it would be more “convenient” because there’s often a lot of traffic at this time of the morning.  “Really,” I inquired, “I need an hour and a half to go 6 miles?” She told me the cab driver said it would likely take that long. So I rushed like crazy to get dressed, packed and down to the cab as fast as possible.

While riding in the cab on the way to my appointment, the cab driver mentioned he just happened to be across the street when the call came in for an 8:30 ride and thought it would be much more “convenient” to pick me up at 7:30. Convenient for who? By the way, it took 11 minutes to get to the building where my meeting was and I had to sit in the lobby for an hour before going up to my client’s office.

My point in all this? What might your company be doing for your customer’s “convenience” that is not actually convenient for them at all? Where are you causing frustrations, disappointments and unhappy customers because it is more “convenient” for you and your staff? How can you remove or replace any procedure that is not truly convenient for the people you serve?

I wrote this article, “For your convenience,” I hope you found it helpful.

Signed With a Handshake: How Trust Builds Good Companies

Recently I rehandshakecommend a great book from Bernie Swain called “What Made Me Who I Am.” I was very impressed with Bernie and his approach to business so I asked him if he would share a guest blog for my readers (that’s you). I really love what he sent, and I think you will too, it is a great testament to how important it is to build honest and real trust with your customers. Here is his article…

When you start your first business, it is hard work. The odds are against you. When you start your first business in an industry you know nothing about (other than what you read in a magazine), it is virtually impossible to succeed. And yet, that is exactly what my wife, my business partner and I did more than 35 years ago, when we hung out our shingle as the Washington Speakers Bureau.

No matter how you start, you will quickly learn some important lessons about finances, products, customer service, marketing, and, if you are like us, the need for a business plan. These are the fundamentals of any business. You also learn about the intangibles necessary to succeed, such as leadership, passion, focus, integrity and trust. You often learn these through trial and error. But I learned one of them, trust, by mistake and it became a defining moment in our company.

In our first year, we represented no one. We made no money. Then after 14 months, we signed our first speaker, Steve Bell, the news anchor for ABC’s Good Morning America. Actually, all we did was shake hands. While the practice in our industry was to sign speakers to one- or two-year written contracts, we were too excited to do any paperwork.

This meant that Steve could walk away from us at any time. Loving that idea, he told some of his friends, a group of Washington journalists, that we didn’t require signed contracts and if they went with us, they, too, could walk away.

This mistake attracted our first stable of speakers, all on a handshake. It did one other thing, totally unanticipated. It established an atmosphere of trust. We knew that we had to work hard to keep our new speakers happy or they would walk. But in turn, our hard work showed our clients how much we cared. Instead of being a mistake, our handshake agreements built a deep intimacy and a bond on which we began to rely on each other. That is the basis of trust, and it was a critical turning point for our company, where we continue to “sign” every speaker with a handshake.

We went on to become the biggest speaking bureau in the business, representing many of the world’s leading figures in government, business, sports and the arts, in addition to the media. In talking to many of our clients about the challenges they faced in their careers, I realized that we were in good company. They, too, had benefited from turning points—some intentional and some by way of happenstance—that made the difference at crucial junctures in their lives.

To be sure, not every business agreement can depend on a handshake—employee contracts and vendor agreements, for example, almost always have to be far more formal.

But every company can find ways to foster trust—by delegating responsibility, say, or establishing a compensation system that gives each employee a stake in the organization’s future. The company benefits, the employees benefit and, most important, the customers benefit.

For us, the trust we have with our speakers has spread to all personal and professional relationships in our company. “Can I trust you?” is not a question we ask, but rather, “Is this the right thing to do?”

Trust builds good organizations, just like it builds good families. By contrast, “distrust is very expensive,” as Ralph Waldo Emerson put it. It tears everything apart.

Whether you discover this truth by mistake or by design, you’ll find that trust is fundamental to the success of any group of people you bring together or lead.

Let’s shake on that.

** By the way, I also do this with many of my clients. No contract, just show up, try to help them as much as I humanly can, and they send me a check. I really like doing business that way.

Leaders Are Readers

How To Achieve Customer Service Success

shutterstock_2246461dqs72I think pretty much every business understands that giving great customer service is important. However, it confuses me why so few businesses actually deliver consistently good (not even great – just good) customer service when they know it is critical to their success. In my opinion, I think it’s because they have skipped some of the fundamental elements of creating a culture of great service, they simply talk about how important service is, but do not do the things necessary to achieve a high level of superb customer service. Here are a few questions to get you thinking about how well you have prepared your employees to consistently deliver an absolutely delightful shopping, buying and owning experience for your customers.

  • Does your company have a written Customer Service Credo that clearly explains exactly how your business and employees should be treating customers?
  • Has everyone been thoroughly trained (with plenty of on-going training) on all of the things they need to do in order to meet or exceed your Customer Service Credo?
  • Do they have all the resources they need to deliver the level of service you have promised your customers?
  • Do you specifically hire people that enjoy giving great service?
  • Do you assess your current workers by their ability to deliver superb customer service?
  • Are people who do not deliver great service removed from your company?
  • Do you do a minimum of two customer satisfaction surveys per year?
  • Do you have an awards program for employees that deliver superior customer service?
  • Do you benchmark against other companies that are recognized for customer service excellence?
  • Has your company won any awards recognizing you for great customer service?

If you can say “yes” to all these questions, then you are likely one of the few companies that can actually claim outstanding customer service as one of your unique differentiators in the marketplace. If you answered “no” to several of these questions, you’ve got some work to do.

*** By the way, I recently wrote a short and focused e-book on how to build and sustain a winning culture. It sells for just $4.99 and is available on Amazon. Here is a link to learn more about the book: Winning Culture e-book

Leader of the Future = EQ + Technology

How-to-Become-a-Better-Leader-730x493I have just returned from two weeks of working with clients in New Zealand and while I was there I was asked to give lectures at the University of Auckland and the University of Canterbury. The topic they asked me to address was, “Leading in a Time of Disruptive Change.” This is a topic I know pretty well, but I decided it would be nice to get some additional opinions to add more depth and credibility to my comments, so I sent a note asking for input to some of my friends including Marshall Goldsmith, Guy Kawasaki, Seth Godin, Tim Sanders, Jim Kouzes, Tom Morris, Joe Calloway and several other top thought leaders, asking what they would share around this topic.

Everything they offered revolved around two key ideas: EQ + Technology

 

EQ = Emotional Quotient

The next 10 years will mark one of the most explosive eras of technological advances in the history of humankind. It is hard to believe that the smart phone was invented just 10 years ago and in that time span people around the world have downloaded more than 2 billion apps. Connection by computers is increasing at a dizzying rate, whereas connection between people seems to be decreasing at an equally alarming rate. A successful leader of the future must be superb at collaboration, personal connection, empathy and interpersonal communications. They need to be effective at bringing people together, creating high-performance teams, developing deep levels of trust and building real relationships with the people they lead. For some people EQ comes naturally, they are great at working well with other people and showing genuine concern, caring and empathy. For others of us (me included) EQ is just not something we were born with, however, through study and practice I have been able to increase my level of EQ significantly and so can you. Either way, natural or learned, the skills necessary to display EQ are essential for tomorrow’s leaders.

Technology

I mentioned it briefly above, but it bears repeating, in the next 10 years we will go through a truly overwhelming influx of new technologies that will be highly disruptive to every business (and person) in the world. That might sound like hyperbole, but I assure you it is not. Last year I attended the Abundance 360 Conference (an offshoot of Singularity University) where some of the world’s top technology experts outlined the eight major areas of technological change that would have the most impact on the human race in the next decade.

  1. Computer speed / deep learning
  2. Artificial intelligence (AI)
  3. The Internet of Things (IOT)
  4. Advanced robotics
  5. Augmented reality
  6. Virtual reality
  7. Synthetic medicine
  8. Genetic decoding/recovery

As just one example, the director of the business school at the University of Canterbury explained that in 2026 you will be able to buy a laptop for $1,000 that surpasses the brainpower of a single human, and by 2046 you will be able to buy a laptop (if they even exist anymore) that will exceed the brainpower of the entire human race. When you apply this computing power to the areas I have listed above, the impact is literally unfathomable. Therefore, to be effective, future leaders don’t need to embrace change, or even revel in change, they need to DRIVE change. They will need to be visionary in their ability to predict how these seismic technological shifts will impact their industry, their individual businesses and their customers. As another example, a good friend of mine who is the president of a prominent university here in the US lamented to me, “We are training students today for jobs that don’t exist on equipment that has not yet been invented, which means we are going to have to completely change the way we educate our youth.” Now if that isn’t a disruption, I don’t know what is – and the same thing is going to happen to you.

Leader of the Future = EQ + Technology

What do you think?

 

*** Also, I am very pleased to announce that my blog has been named one of the Top Small Business Blogs to Follow in 2016.
To check out the other winners and their superb blogs click HERE

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How do you make the most of a conference?

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I was just asked by the folks at the Eventbrite, a tool for events I use often, if I would offer some suggestions for how to be more successful when networking at a conference. You’ll see the great infographic they created below, but I’d like to emphasize a few of my main ideas on this topic.

  1. It is NOT about what the people at the conference can do for you, it’s about what you can do for them in order to earn the right to have a real business relationship.
  2. Be a connector, imagine the conference as a giant party where you are the host and it is your job to make sure that all of the guests have a great time and meet lots of interesting people. So focus being a superb connector of cool people, they will appreciate your efforts a great deal and in turn will introduce you to their cool colleagues.
  3. When you meet someone, ask about their business, then ask them what are two or three of the big challenges they are facing that they would love to have help with, then do everything you can to connect them with someone that can assist them. There might be a chance that they will mention something that you can help them with, but the goal here is just offer assistance, not try to get a new client right away.
  4. Follow up soon after the conference, not to ask for business, but to say how wonderful it was to meet them and then try to offer more value. Connect with them on social media, connect them with someone you know that you think they’d like to meet, recommend a great book on a topic they are interested in, send them a fantastic article or a link to a great blog – and then send them something else of value every month or so. And then, every now and then, send them something about your company, products or services – not something super  salesy — it has to be something interesting and of real value to them. If they are a great potential customer they will eventually reach back out to you and ask more about your business and how you can help them.

Here are a few more suggestions from the folks at Eventbrite and me…

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25 Skills Needed To Be A Consultant Of The Future

business person holding a briefcase

 

A very good friend of mine, Kendall Langston, is teaching an MBA class next week at the University of Canterbury in New Zealand on the topic of, “Consultant of the Future” and asked me what I thought were the necessary elements to be a successful business consultant. Here is the quick list I came up with off the top of my head…

  1. Global mindset
  2. Insanely competent
  3. Absolutely superb communicator
  4. Extremely curious
  5. Understands their customer’s business and their customer’s customers
  6. Strong business acumen
  7. Voracious reader
  8. Understands their customer’s industry
  9. Understands the consulting industry
  10. Has a strategic mindset
  11. Studies the impact of technology
  12. Well-networked with other thought leaders
  13. Has proprietary research/processes
  14. Focused – works in a narrow niche area
  15. Has strong sales skills – to sell their consulting services
  16. Has a broad toolkit of best practices and methodologies
  17. Has superb follow-up and customer service
  18. Very, very strong work ethic
  19. Passionate about being a consultant
  20. Can deliver the required results / ROI
  21. Has long-term relationships with their clients
  22. Is respected and has a strong reputation in the consulting industry
  23. Innovative/creative thinker – critical thinker
  24. Nice person – 100% ethical, enjoyable to be around, humble
  25. Works well with others – good team player

Did I miss anything?

 

 

I Hate Motivational Bullshit

Rich-man-1102x620I get sick of all of this motivational bullshit… “Just meditate on it and the universe will bring it to you… You were born to be great and change the world … If you say enough positive affirmations, you will become a billionaire.” NO, NO, NO and NO.

You can achieve success, wealth, happiness, respect, notoriety, fame, power – whatever you desire – if you’re willing to pick a clear direction, create a solid plan and work your ass off. Nobody becomes a billionaire by just “believing” that it will happen. The universe does not align to create your perfect life – you create it. I love great motivational quotes, I read them all the time, but I know that at the end of the day it is up to me to make my life better. If I don’t put in the work – nothing will happen.

I guess I’m being a little harsh here, but I meet so many people that do almost no work but hope their life will be amazing. I mean, if the things they said in the book “The Secret,” actually worked, we would have world filled with skinny, good-looking billionaires. Let me make this Awesomely Simple: Hope is not a strategy. If you want to have a better life – you have to get better. If you want to achieve more success – you have to add more value. If you want to be wealthy – you have to do something that other people are willing to pay a lot of money for. There is no silver bullet, no secret to success, no easy way to become insanely wealthy. If you look at any person that is massively successful… they worked very, very, very hard to get there. I challenge you, I really challenge you, to study anyone that has become hugely successful and tell me that they did it without any effort or work. Every single person that has achieved at a very high level, has worked at a very high level to create insane amounts of value in the marketplace. The key though is to do something you’re passionate about, something that you truly love, so that all that effort never really feels like work, just a wonderful and challenging journey on the path to you creating an incredible life for yourself.

Love, John

 

Great Leadership Book + Two Business Ideas


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