Be Different or be dead

September 30, 2024

Why A CARE-Led Business is a Colossal Success

Why A CARE-Led Business is a Colossal Success.

In today’s fast-paced and highly competitive marketplace, businesses are constantly searching for that elusive edge that will set them apart from the crowd.

Enter the CARE-led business—a concept that shifts the focus from transactional interactions to deeply rooted CARE for customers.

This approach is more than just a feel-good philosophy; it’s a dynamic strategy to foster customer loyalty and drive sustainable growth.

But what exactly is a CARE-led business, and how can you create one?

What is a CARE-Led Business?

A CARE-led business is fundamentally built on the principle of genuine care.

A CARE-led business is a business that makes “customer caring” its core business strategy.

This approach translates into providing extraordinary “gasp-worthy” service experiences that create lasting impressions on customers, ensuring their loyalty and patronage.

Such businesses understand that authentic CARE for customers is a powerful competitive advantage that leads to remarkable business performance.

The CARE-led business model has leaders that actively “light fires” within employees, fostering passion and dedication to the customer. Here, the emphasis is on letting the heart guide interactions, making CARE the driving force of the organization.

Creating a CARE-Led Business: Key Steps

To create a CARE-led business, one must move beyond just declaring customer CARE as a strategic imperative. It involves crafting and executing a detailed plan that reinforces care as the foundation of operations.
A CARE-led business requires more than just intentions—it requires action.

An effective execution plan must include:

1. Hiring “Human Being Lovers” — Prioritize the recruitment of individuals who have the innate desire to help and serve others.

2. Cultivating a ‘How Can I Help?’ Culture — Encourage leadership that is based around serving employees and customers. This involves leading by example and inspiring others to adopt a service-oriented mindset.

3. Creating Employee Buy-In — Utilize engaging strategies, such as ‘Bear Pit’ Sessions to communicate the CARE strategy’s importance and get employees excited and committed.

4. Focusing Relentlessly on the Frontline — Ensure that those in direct contact with customers are equipped, empowered, and encouraged to deliver top-notch service.

5. Building a Service Strategy for Loyalty — Develop a comprehensive Service Strategy that combines consistent core service, dazzling service experiences, and OOPS! Recovery when service mishaps happen.

6. Eliminating Barriers — Address and remove internal obstacles that hinder the execution of the CARE strategy, such as unnecessary bureaucracy, Dumb Rules and outdated practices.

Why Leaders Must Foster a CARE-Led Culture

An audacious leader recognizes the necessity of a CARE-led culture as an essential capability for achieving strategic growth objectives.

In an era defined by technological change and fierce competition, customer retention and loyalty are crucial for growth.

Thus, businesses must cultivate teams composed of employees who instinctively “love” humans and are dedicated to delivering mind-blowing service.

Challenges in Building a CARE-Led Business

Transforming an organization into a CARE-led business is not without challenges.
Key issues include:

1. Cultivating a Competitive Powerhouse Culture — Shifting from technology and product-centric to human-centric priorities is essential. This involves empowering teams to proactively satisfy customer needs while remaining agile and responsive.

2. Recruiting Natural Caregivers — Finding individuals who can genuinely care and create “goosebumps” moments through their service stories can be challenging but is vital for success.

3. Implementing Leadership by Serving Around — Building a leadership style focused on serving their employees.

4. Building Advocates for the CARE Strategy — Creating an internal culture that champions the CARE strategy requires overcoming past inertia and skepticism. Over time, extraordinary performance will help convert even the most doubtful employees into passionate advocates.

Building a CARE-led business is a strategic choice with profound implications.
It requires dedication, the right team, and a culture that celebrates service and CARE at every level.
While the journey may present challenges, the rewards—expanded loyalty, competitive differentiation, and sustained growth—are well worth the effort.

By focusing on CARE-led principles, businesses can achieve remarkable outcomes and truly make a difference in the lives of their customers and employees alike.

Cheers,
Roy
My Podcast Show My Podcast Show Audacious Moves to A BILLION shares the specific Moves I made to achieve jaw-dropping growth in an insanely competitive internet business.

”The Audacious Unheard of Ways I Took a Startup to A BILLION IN SALES” is the latest in my BE DiFFERENT or be dead Book Series.

• Posted 9.30.24 at 06:00 am by Roy Osing
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September 23, 2024

Unlocking Excellence: Why “Hiring for Goosebumps” is a Game Changer

Unlocking Excellence: Why “Hiring for Goosebumps” is a Game Changer.

In today’s competitive job market, the recruitment landscape is evolving.

Traditional hiring practices, often focused on rigid qualifications and experience checklists, are no longer sufficient. Enter “Hiring for Goosebumps”, a transformative approach that champions a new paradigm in talent acquisition.

There is a compelling case for hiring based on emotional and cultural alignment, rather than solely on credentials.
The central premise of “Hiring for Goosebumps” is simple yet profound: seek candidates who spark an emotional connection and inspire excitement – those who give you goosebumps.

One of the standout elements of this approach is the emphasis on passion and enthusiasm.

These intangible qualities are often more predictive of success than technical skills alone.
This makes the hiring process more holistic, aiming to identify individuals who not only fit the company on paper but also resonate with its values and mission.

This alignment can lead to improved morale, better team cohesion, and ultimately, enhanced performance.

Moreover, “Hiring for Goosebumps” encourages companies to dig deeper during interviews.
Instead of recycling generic questions, they should craft inquiries that reveal a candidate’s true motivations and emotional drivers.

This method helps unearth potential hires who are not just capable, but who are genuinely excited about contributing to the organization.

There are incredible long-term benefits of this strategy. By focusing on emotional engagement, companies are more likely to retain their employees.
Individuals who feel a strong connection to their work and workplace are less likely to leave, reducing turnover and its associated costs.

In a world where artificial intelligence and automation are reshaping job roles, hiring strategies must become more human-centric.

“Hiring for Goosebumps” is not just a cool idea; it’s a forward-thinking manifesto advocating for a shift towards empathy, emotion and human connection in the hiring process.
This approach not only humanizes recruitment but also fosters an environment where employees thrive.

“Hiring for Goosebumps” is a game changer for any organization looking to refine its hiring strategy.
It worked for me in growing an early stage data company to A BILLION IN SALES.
By prioritizing emotional connections and cultural fit, businesses can cultivate teams that are not only skilled but also vibrant and committed, driving success well into the future.

Cheers,
Roy

My Podcast Show My Podcast Show Audacious Moves to A BILLION will share the specific Moves I made to achieve jaw-dropping growth in an insanely competitive internet business.

”The Audacious Unheard of Ways I Took a Startup to A BILLION IN SALES” is the latest in my BE DiFFERENT or be dead Book Series.

• Posted 9.23.24 at 06:00 am by Roy Osing
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September 16, 2024

Why successful companies have leaders that focus on the frontline

Why successful companies have leaders that focus on the frontline.

What do I mean by ‘frontline’?

Generally the customer contact functions in an organization.

EXAMPLES
Sales, Service reps., Collection reps., Receptionists, Service Repair Technicians, Baristas, Retail Clerks, Delivery People.

Why is the frontline so important to an organization?

— The frontline plays a HUGE ROLE IN STRATEGY EXECUTION in terms of the customer engagement process.
— They control the brand of the organization.
— They deliver financial and service results — THEY DELIVER RESULTS.
— They control Customer loyalty.
— They create Dazzling customer experiences horrific ones.
— They produce First Impressions.
— They mask imperfections in your business processes.
— They build Lasting customer relationships.
— They are Custodians of competitive information.
— They are a Portal to customer CRAVINGS and secrets. They have insights on what customers desire.

What are the typical challenges frontline people have?

— Currency in the organization: they’re viewed as ‘ junior positions in the organization. Bottom of the organizational pyramid. Entry level positions.
— Wrong fit. Don’t like humans.
— Managing customer engagement in the face of Dumb Rules.
— Stress and pressure of dealing with customers.
— Lack of support from leadership.
— No one listens to them. No one asks them for suggestions to improve operations. They know but no one asks.
— Have to enforce a Say NO! culture. Control engagement, not enable it.
— Lack of empowerment to do what’s right for the customer.
— Lack of trust by upper management. Think they will ‘give away the farm’.
— Viewed as less important than other non-contact functions - engineering, logistics.
— Frontline leaders recruited on being a good frontline person rather than on possessing the right leadership skills.

Do you think organizations generally appreciate their frontline?

THERE IS DEFINITELY ROOM FOR IMPROVEMENT!

✔️Most continue to operate under the traditional organizational pyramid philosophy.
✔️I don’t really think leadership generally understands how strategically important the frontline is to strategy execution.
✔️Most leaders don’t “serve around” frontline workplaces much. Not a high priority given.
✔️Frontline leadership development is generally not given high priority.
✔️Not used extensively as a “input channel” for leadership decision making.

How can leadership do a better job helping the frontline?

✔️Invert the organizational pyramid.
✔️ Embed themselves in the frontline operations to understand their reality.
✔️ Declare their importance to the organization.
✔️ Pronounce their very critical role in managing customer engagement.
✔️ LBSA — Ask them “How can I help?”.
✔️ Have Bear Pit Sessions with them.
✔️ Recognize and Reward their efforts.
✔️ Involve them in killing Dumb Rules.
✔️ Get their help in Cutting the CRAP.
✔️ Get involved in recruiting people for frontline positions to get ‘human lovers’.
✔️ Get their input on how effective their managers are. 360 degree feedback.

DO A BETTER JOB RECRUITING FRONTLINE LEADERS.

✔️ Have insanely tough credentials for frontline leader positions.
✔️ Actively engage frontline people in selecting people to whom they will report in this position.
✔️ Recognize the frontline leader as a top notch role that requires support from the rest of the organization.
✔️ Fill these positions with accomplished servers as opposed to technical experts.
✔️ Include a frontline leader assignment in the career path plan for high potential employees.
✔️ Have ongoing recognition events to honor the best of these leaders.

Successful organizations recognize the frontline leader as their ‘guardians of strategy execution’ and give them the critical attention they deserve.

FRONTLINE LEADER JOB DESCRIPTION: TOP ROLES

▪️Barrier basher — eliminates the grunge in the workplace.
▪️Execution maniac — has only one focus; act quickly with purpose.
▪️One-and-only people server — understands that if their team isn’t served well, nothing happens.
▪️Dumb-it-down fanatic — knows that simple gets done; complex doesn’t.
▪️Ultimate cheerleader — keeps the energy up for the team.
▪️Celebration host — loves celebrations of team performance; takes personal responsibility to make them happen.
▪️Recognizer and rewarder of dazzling moments of service — looks for examples of people dazzling customers; makes a big issue of it.
▪️Chief custodian of the customer moment — puts their personal fingerprints on how customers are to be treated.
▪️Relentless advocate of the frontline on the inside — protects and advocates for their team to others in the organization; fights for what they need.
▪️Customer “secret” gatherer — is addicted to discovering the hidden desires of customers and using the knowledge to serve them better.
▪️Service recovery — turns the organization upside down to fix a problem when there is a service failure. Has personal contact with the customer at all times.

BOTTOM LINE — TREAT YOUR FRONTLINE RIGHT AND THEY WILL DELIVER YOU A BILLION.

Cheers,
Roy
My 100 Podcast Shows that will take your business and your career to astronomical heights.

My Podcast Show My Podcast Show Audacious Moves to A BILLION will share the specific Moves I made to achieve jaw-dropping growth in an insanely competitive internet business.

”The Audacious Unheard of Ways I Took a Startup to A BILLION IN SALES” is the latest in my BE DiFFERENT or be dead Book Series.

• Posted 9.16.24 at 06:00 am by Roy Osing
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September 9, 2024

Out-of-the-Box Thinking Isn’t Enough: Why You Need Fearless Doers

Out-of-the-Box Thinking Isn’t Enough: Why You Need Fearless Doers.

Let’s face it, there’s a certain allure to the “out-of-the-box thinker.” They’re the ones with the wild ideas, the ability to see problems from unconventional angles.

But here’s the truth: out-of-the-box thinking alone isn’t enough. In the real world, ideas are a dime a dozen.

What truly separates the dreamers from the doers is the ability to take those ideas and turn them into reality.

That’s where the out-of-the-box doer comes in.

These are the individuals who not only have the vision but also the drive and the know-how to translate that vision into action.

They’re the bridge between brilliant concepts and tangible results.

Here’s why out-of-the-box doers are the most valuable assets any organization can have:

Ideas Without Execution Are Worthless — Great ideas are a starting point, but without a clear plan and the relentless pursuit of execution, they remain just that – ideas.

Out-of-the-box doers understand this. They’re not afraid to get their hands dirty, to break down the big picture into actionable steps, and to see things through to completion.

Actionable Tips to Become an Out-of-the-Box Doer — Before diving into the tips, let’s shift gears for a moment.

To truly execute anything effectively, we need a framework – a context or roadmap to guide our actions.
This is where the Strategic Game Plan (SGP) comes in.

The SGP is a simple yet powerful tool that allows you to quickly create a strategy and begin executing within a short timeframe.

Here’s a glimpse into the core of the SGP:

✔️ HOW BIG do you want to be? Define your desired revenue growth target for the next 24 months.

✔️ WHO to SERVE? Identify the specific customer groups you want to target.

✔️ HOW will you COMPETE and WIN? Craft a clear and concise ONLY Statement that outlines your unique competitive advantage. (e.g., “By being the ONLY ones who…”)

Now, let’s use this framework to fuel your inner out-of-the-box doer with these actionable tips:

#1. Build a Plan for Execution — An SGP is a great starting point, but it needs a clear action plan.
Focus on creating a “built-to-execute” plan – one that translates your vision into actionable steps and assigns responsibility to key individuals to ensure results are achieved.

#2. Cleanse the Inside — Sometimes, internal roadblocks can hinder execution.
Identify and eliminate dumb rules and bureaucratic processes that bog down your team.

Empower your employees and make it easier for them to do their jobs effectively.

#3. Assign a Strategy Hawk — Someone needs to champion the execution process.

This is your Strategy Hawk – a tenacious leader who ensures the SGP is implemented effectively and drives the team towards achieving its objectives.

#4. Focus on the Frontline — The success of any plan hinges on the frontline employees.
Hold regular meetings—Bear Pit Sessions—with them to understand their needs and provide them with the necessary support to excel.

Recognize and reward their contributions to keep them motivated.

#5. Clarity is Key — Don’t assume everyone understands their role in executing the plan.
Take the time to translate the SGP into specific actions for each department and individual.

This ensures everyone is aligned and working towards the same goal.

The Takeaway
Out-of-the-box thinking is a valuable asset, but it’s only half the equation.

The true game-changers are the out-of-the-box doers – the individuals who combine innovative thinking with relentless execution.

By following these tips and embracing the “doer” mentality, you can turn your ideas into reality and achieve extraordinary results.
Cheers,
Roy
My 100 Podcast Shows that will take your business and your career to astronomical heights.

My Podcast Show My Podcast Show Audacious Moves to A BILLION will share the specific Moves I made to achieve jaw-dropping growth in an insanely competitive internet business.

”The Audacious Unheard of Ways I Took a Startup to A BILLION IN SALES” is the latest in my BE DiFFERENT or be dead Book Series.

• Posted 9.9.24 at 06:00 am by Roy Osing
• Permalink