Be Different or be dead

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
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August 19, 2024

Clear Out Clutter: How To Eliminate Useless Business Activities

Clear Out Clutter: How To Eliminate Useless Business Activities

Ever feel like your business is stuck in the mud?
You might be bogged down by Non-Strategic Activities and Projects—CRAP.

These are tasks and initiatives that may have been important once, but no longer contribute to your strategic goals.

Here’s the thing: strategy isn’t just about what you do, it’s also about what you don’t do.
Focusing solely on new initiatives without eliminating CRAP sets you up for failure.
It drains resources, hinders progress, and keeps you tethered to the past.

So, how do you clear out the clutter and free up your business to move forward?

The CRAP Elimination Plan:

Assign a CRAP Champion — This person will take inventory of every project and activity currently happening in your organization.

Create Categories — Establish two categories: KEEP and CUT. The KEEP pile should be ruthless – only projects that 100% align with your new direction make the cut.
The CUT pile should be generous – anything questionable goes here.

Identify Project Leads — Pinpoint who’s responsible for each project in the CUT pile (the project prime). These folks will eventually be reassigned to your new priorities.

Critical Assessment Meeting — Gather your senior team and have each project prime explain how their project aligns with the new strategy.

This also serves as a gauge of their strategic understanding.

Make the Cut — Decide which projects in the CUT pile will be terminated. Calculate the resource savings from eliminating them.

Reassign Resources — Develop a plan for reassigning people from CUT projects to KEEP projects.
Be prepared to assist those who may not have the skills or who don’t align with the new direction.

Communicate Clearly — Inform everyone about the KEEP and CUT projects, and explain the rationale behind the cuts.
This is a golden opportunity to reinforce your new strategy and get everyone on board.

Remember: Cutting projects can be tough, but it’s essential for progress.

By eliminating CRAP, you free up resources, boost efficiency, and empower your business to reach new heights.

Get started today and watch your business take flight!

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 8.19.24 at 04:00 am by Roy Osing
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August 12, 2024

6 Proven Innovation Strategies to Beat The Hungry Competition

6 Proven Innovation Strategies to Beat The Hungry Competition

In today’s ever-evolving business landscape, innovation isn’t a suggestion, it’s a necessity.

While the “Innovate!” mantra is everywhere, true innovation requires a strategic approach to set yourself apart and give customers a compelling reason to choose you.

These 6 proven strategies will help you supercharge your innovation efforts:

#1. Strategic Direction is Key — Brainstorming without direction is a recipe for wasted time.
Use your strategic game plan as the foundation for your innovation initiatives.
This ensures your ideas are aligned with your overall goals.

#2. AUDACIOUS Innovation Goals — Vague innovation goals lead to vague results. Instead, establish clear, measurable, achievable, relevant, and time-bound (AUDACIOUS) objectives for your innovation efforts.
This way, you know exactly what “thinking outside the box” looks like in your specific context.

#3. Innovate Around Your ONLY Value Proposition (OVP) — Your OVP is your guiding star.
It defines your unique position in the market and should be at the heart of your innovation strategy.
Don’t chase after generic “best practices” that everyone else is adopting. While best practices can improve core service delivery, they won’t make you stand out.

Here’s a great example of an OVP:

”Lawn Care Services Co.  is the ONLY service partner who delivers personalized home care services to homeowners.”

Here’s the innovation rule: Use best practices to ensure flawless core service delivery, but leverage your OVP to truly break away from the pack.

#4. Invest in Your People — Innovation doesn’t happen in a vacuum.
You need the right people with the right skills and mindsets to drive your innovation agenda. Develop a human resources plan to identify and cultivate the innovation capabilities you need to succeed.

#5. Reward and Recognize Innovation — Actions speak louder than words.
Design reward and recognition programs that celebrate achievements related to your innovation goals. If you don’t incentivize innovation, you’ll be encouraging the status quo.

#6. Obsess Over Your Customers — Your customers are a goldmine of innovation insights.
Develop strong customer learning capabilities to truly understand your target audience. Analyze their behavior and observe their needs.
Let your customers guide your innovation process – after all, they’re the ones you’re trying to win over and retain.

By following these 6 proven strategies, you can transform “Innovate!” from a slogan into a powerful driver for success.

Remember, innovation is a journey, not a destination. Embrace these strategies, foster a culture of creativity, and watch your business achieve unbelievable levels of performance.

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 8.12.24 at 04:00 am by Roy Osing
• Permalink