Managing Your Business ASAE 6.13 Quebec City

Managing Your Business

I will not waste one minute of your time…

• I have a ton to cover and I will go pretty fast.• Please take lots of notes, think/work hard and feel free

to ask questions or give comments at ANY time.• I am happy to answer any of your questions, offer advice

and recommend books at any time after this session.• John@JohnSpence.com

The slides are already posted at:

www.SlideShare.net/johnspence

A few of my clients:

For the past 21 years…

What does this mean to me?

How can I use this idea?

What can I do right away?

I am NOT a guru…

The Four – I’s

• Ignorance• Inflexibility• Indifference• Inconsistency

Page 1

How to avoid the Four I’s

• Aggressive external market focus.

• Ridiculously high level of customer focus.

• Keep the “Main Things” the main things.

• Bullish on knowledge sharing and learning.

• Teamwork is mandatory – not optional

• Passion and commitment at all levels.

• Foster a healthy paranoia.

• Revel in change.Page 1

NITB

• The willingness… even enthusiasm… to change EVERYTHING combined with the wisdom to understand what must NEVER be changed.

NITB

The Key To Success in the New Normal…

•Nimbleosity•Nimbo-licious

NITB

The Pattern of Business Success

(T + C + ECF) x DE = Success

Page 1

Talent

Talent + Culture

The level of highly satisfied and engaged EMPLOYEES in your business.

The number one factor in increasing the level of highly satisfied and engaged CUSTOMERS in your business is…

What do engaged employees look like?

1. They give more discretionary effort.2. They consistently exceed expectations.3. They take more responsibility and initiative.4. They receive better customer service ratings.5. They offer more ideas for improvement.6. They promote and model teamwork.7. They volunteer more for extra assignments.8. They anticipate and adapt better to change.9. They persist at difficult work over time.10. They speak well of the organization.

1 - 10

Workshop: 2

5

1-10

Workshop: 3

The key elements of a winning culture

1,300,000 interviews: Basic 4 + 1

Goal Setting

TrustAccountability

Communications

RECOGNITION

Page 3

Extreme Customer Focus

Web of Value: VOC + MOT + WOM

Page 4

Extreme Customer Focus

VOC

Page 4

Moments Of Truth

Page 4

WOM = Your BEST form of advertising!

78.9%23.4%

Page 4

43% - 74% of purchasing decision = WOM/T

Page 4

Accountability

1. 100% Clarity + Authority

2. 100% Agreement

3. Track & Post

4. Coach / Mentor / Train

5. Reward / Punishment

Page 4

7,000 + High Potential / High Performance

The Seven C’s of Leadership

1. Character2. Courage3. Communication4. Collaboration5. Competency6. Compassion7. Contribution

Character

The Leadership Challenge by Kouzes and Posner

I want a leader who will:

Tell me the TRUTH. Has a clear vision for

where we are going. Has the skills to get

us there successfully. And is excited about

going with me.

Courage

TO THINK BIG TO BE BOLD

To speak the TRUTH TO MAKE GREAT THINGS HAPPEN

To be… Vulnerable

Ask GREAT questions…

Communications

and LISTEN!

Collaboration

Competency = a commitment to LLBooks

Book summaries

Audio books

Audio book summaries

Training DVDs

Seminars

iTunes U

Pod casts

Blogs

TED.com

BigThink.com

Focus me

Know me

Care about me

Hear me

Help me feel proud

Equip me

Help me see my value

Help me grow

Help me see my importance

Compassion

Contribution

Detroit - 2011

27% ---- 50%

27 – 55%

64%

47%

1,000+ @ $100

Closed 44 schools

33,500 empty houses

91,000 vacant lots

1994… 95… 96…

Profits = $13.9 Billion 2.5 M vs. 250M

WITH GREAT POWER COMES GREAT

RESPONSIBILITYremember… they follow YOUR lead!!!!!

Quick Workshop Page 6

• Look over all of your scores and notes – what are THREE things you can do right away to have a dramatic positive impact on your organization?

THANK YOU

If you have any questions at all please do not hesitate to send a note or call. My email address is: john@johnspence.com

PLEASE connect with me on LinkedIn

Also, you might find value in the ideas I share in my blog. You can sign up for it at:www.blog.johnspence.com

Lastly, these slides have already been uploaded to:

www.slideshare.net/johnspence