Roy's Blog: March 2012
March 31, 2012
Interesting innovation at the Westin Maui. Employees wear a “My Passion” Button that describes what the person is interested in.
Juan, a Server, is passionate about “Building and Fixing Things”. I noticed the Button and of course asked him about it.
We connected instantly and launched into a conversation.?
The difference was that the contact was Initiated by ME as a response to his Passion Button. He did nothing to try and begin a conversation with me.
A clever way to invite a conversation with a customer.?
Not too many approaches make it about THEM first.
“Hi, I’m Roy. My passion is helping people discover their uniqueness.”
Cheers and Aloha,
March 31, 2012
There are four ways you can vary the way customers are treated wth the out come of DAZZLING them to build loyalty.
1. Hire human being lovers
2. Bend the rules and empower frontliners to ‘say yes’ to customers
3. Kill dumb rules
4. Recover: Fix your blunder and do the unexpected
Sales are in a critical position in the organization to influence the outcome of a customer screw-up yet they are rarely held accountable for it.
Service Recovery is not a vital component of Sales’ performance plans and as a result it is not reflected in their compensation plan for bonus pay.
To BE DiFFERENT in Sales, recovery needs to be front and center in what they do. Who is in a better position to initiate action when a customer has been disappointed? When the organization has broken a promise? When the solution provided doesn’t work to specifications? When the solution was not provided when it was promised? Typically, if the salesperson has developed a trusted relationship with a customer they will get the call and will be expected to get things back in order. Yet in too many cases, the salesperson will pass this ‘service complaint’ off to others in the organization whose role is to deal with ‘after sale’ matters.
Sales needs to take the lead in the service recovery process.
They are responsible to build meaningful relationships with customers and therefore must include actions taken when things go wrong.
The Sales Behavioral Charter defines those behaviors that sales must continually demonstrate - Recovery must be part of it.
March 29, 2012
Your Business Case Proposal has been approved. Yes!
All your hard work has paid off. The many hours of analysis. Research. Economic study. Trade-off Assessment. Lobbying for support.
Make no mistake about it though. All you have done is make the “Paper Case” that your plan will succeed. You have in no way created a case that will actually win in the “Real World”.
In fact most of the work that has to be done takes place AFTER your plan has been approved internally.
Execution brings your Case to life.
Roy’s Rule: Whatever the number of hours invested in developing your Business Case, spend 3 Times more in creating your detailed Execution Plan.
The critical steps that must be taken in your action plan. The individuals who will be assigned to each. The completion dates for each action item. The review process that will be followed to ensure implementation is
moving forward as planned. Contingencies for when things go off track (AND THEY WILL).
Your Business Case has given you the right to commit resources to a given course. It is a mere possibility and guarantees NOTHING in terms of success.
Put in the hard work to execute it into a success…
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March 26, 2012
Everybody is looking for the key to winning in business.
Problem is there isn’t ONE key. Winning in today’s intensely competitive world is all about doing a ton of simple things that create distance from the Competitive Herd.
But there are 3 things that, if done with passion and relentless tenacity, will turbocharge any organization on a winning path.
1. Have an ONLY Statement. Create a competitive claim that clearly establishes your distinctiveness. Your uniqueness. What makes you special compared to others.
“We are the ONLY ones that…..” is THE practical way to create your position that is not aspirational and helium-filled. The ONLY is your Elevator Speech to describe what you do and who you are.
2. Do stuff for your Fans. Make THEM the center of attention. Get viral. Build your business on the backs of the people who are loyal to you. Make it easy for them to ‘sneeze’ you to others. Grow your business by trusting that if you leave your Fans GaSPWORTHY they will spread your word.
3. Make your game the DAZZLE game. Loyalty is created by delivering WOW experiences not products that work according to specifications. People expect things to work the way you say they will. What they DON’T expect is a mind-blowing experience when they get them. Dazzle = Powerful Positive Feelings = Loyalty = Word-of-mouth Promotion = Long Term Success. It’s just that simple.
Treat these 3 Aha’s as the beginning of your journey.
Focus on getting started and creating this culture in your organization that will yield the end-game you want.