ReThink, Renew and Execute for Results

Kuala LumpurOct 6th 2011

For those who are prepared…For those who are prepared…

…chaos brings opportunity

The Four – I’s

• Ignorance• Inflexibility• Indifference• Inconsistency

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

The Key To Success in the New Normal…

•Nimbleocity•Nim-bo-licous

Anyone who tells you they enjoy change… should seek

immediate professional help.

Emotional Response to Perceived Negative Change

Stability

Immobilization

Denial

Anger

Bargaining

Depression

Testing

Acceptance

TimePassive

Active

Emoti

onal

Res

pons

e

Managing Positive Responses to Change

Uninformed Optimism

Informed Pessimism

HopefulRealism

Informed Optimism

Completion

CheckingOut

TIME

PESS

IMIS

M

Key steps to successful change…

1. Irresistible case for change.2. Sense of urgency.3. Compelling NEW vision.4. Guiding coalition.5. Plan for small wins.6. Empower others.

(T + C + ECF) x DE = Success

Fair Compensation

Challenging Work

Good Co-workers

Superior Culture

Sense of Meaning…

Great Leader

88%

What attracts top talent?

1,300,000 interviews: Basic 4 + 1

Goal Setting

TrustAccountability

Communications

RECOGNITION

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C+R+I SO

I am good at what I do and I do it because I

care about you!

1,300,000 interviews: Basic 4 + 1

Goal Setting

TrustAccountability

Communications

RECOGNITION

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What does it take to be a valued member of a team?

Develop and display competence.

Follow through on commitments.

Deliver required results.

Ensure your actions are consistent with your word.

Stand behind the team and its people.

Be enjoyable to work with.

Be passionate about your work and those you serve.

Communicate and keep everyone informed.

Help the other members of the team.

Help members of other teams.

Share ideas, information and credit.

Hold yourself 100% accountable.

• D• M• C• C• M• D

irection – vivid, clear, inspiring --- shared

easurements – specific, observable, focused

ompetence – very good at what they do

ommunication – open, honest, courageous

utual Accountability – all team members

iscipline – do this every day

Web of Value: VOM + MOT + WOM

Extreme Customer Focus

VOC

Moments Of Truth

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If you want REPEATABLE success…

you must have

PROCESS

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

You MUST have a WOM Referral System

Know Like Trust Try Buy RepeatIdentify

Ideal Customer

ReferIdeal

Customer

1. 100% Clarity + Authority

2. 100% Agreement

3. Track & Post

4. Coach & Train

5. Reward or Punish

Summary• Change is inevitable.• You work in a great company, with world class

products.• You MUST work together to win in the

marketplace.• Embrace change with a sense of urgency.• Own the VOM• Flawlessly deliver on the MOT.• The 5 steps to accountability.• The four pieces of paper.

“Simplicity is the ultimate sophistication” Leonardo da Vinci

THANK YOUIf you have any questions at all please do not hesitate to send a note or call.

My email address is: john@johnspence.com

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