2019 Business Excellence Forum – Blinding Flashes of the Obvious Part 4

Our next speaker was the amazing Sheri Riley, author of “Exponential Living – Stop Spending 100% of Your Time on 10% of Who You Are” Her presentation included many BFOs:
  • What will you give up to grow? If you don’t give things up, you limit your capacity to grow.
  • Personal development fuels professional growth
  • Our skills and talents can take us to levels of success that our character can’t sustain
  • Personal development is LEADERSHIP
img_2933-for-blog Her book includes a road map to the title subject, Exponential Living img_2939-for-blog The balance of Sheri’s presentation was about the five steps to Living Your Power
  1. Perspective – “I don’t know” is not the truth, it clouds your vision
    • “Be realistic with your goals and unrealistic with your thinking and your effort.” – Paul Martinelli, President, The John Maxwell Team
  2. Ownership – What are you focused on?
    • When looking at peoples to do lists it was found that
      • People didn’t remember why 1/3 of the items were on their lists
      • 1/3 of the items were for others, and
      • 1/3 were chronologically out of order
    • Most suffered from FOMO – Fear Of Missing Out
  3. Wisdom – What is your plan?
    • Determine your 1 to 3 MOST important NEXT steps
    • Ask yourself, “Am I chasing opportunities that are actually distractions?
  4. Engagement – What adjustments do you need to make to implement?
    • Presence is not enough, being present is the key
    • Multi-tasking is a lie!
  5. Reward – How will you remain consistent?
    • Don’t walk away from a goal because the plan isn’t working
    • Be committed to the goal, be committed to consistency, be flexible with the plan
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  • Broaden our definition of success
  • Eliminate the fear of success
img_2954-for-blog Brad Sugars returned to the stage as our final speaker of BEF.  He discussed reaching critical mass:
  • You must grow into your role and goal
  • Wisdom comes from the application of knowledge
  • Commitment – with bacon & eggs
    • The chicken is a participant
    • The pig is committed!
  • The concept of BE x DO = HAVE
    • Applies to a person
    • Applies to a couple
    • Applies to a team
    • Applies to a company
At the awards dinner the evening of the second day, one of the award winners had a different spin on one of our PowerPoint slides: Instead of You have to learn more to earn more, It’s not about what you earn, it’s about who you become. If you wish to discuss any of the BFOs or concepts presented in this 4-part series, my colleagues and I are just a phone call, email to website inquiry away.  You simply have to take ACTION!

2019 Business Excellence Forum – Blinding Flashes of the Obvious Part 2

Continuing with Brad Sugars’ presentation.  Brad listed some of his favorite 5 Ways strategies (in his order of preference):
  • Margin:
    • Don’t just raise prices, continually educate your customers and team as to your value proposition
    • Don’t discount – instead of giving away cash, give away value (make it special)
  • Conversion Rate:
    • Training, training, training
    • Make a benefit list – the top reasons customers should buy
    • “you can’t outsell your competitors if you don’t know them.” – Learn as much as you can about what they do well and not so well
    • Flowchart your sales process
    • Use Critical Non-Essentials (CNEs)
  • Average $ Sale:
    • Training, training, training
    • A/B/C/D customers – guide your customers, or send some of them to your competition
  • Number of Transactions:
    • Constantly build your database
    • Rebooking
    • VIP programs
    • Special offers & events
  • Lead Generation:
    • Video testimonials
    • Professionally built website
“Marketing is the life-blood of the business.” Our next speaker was the very inspirational Dr. Jen Welter.  Dr. Welter is the first female coach in the NFL.  She coached the inside linebackers for the NFL’s Arizona Cardinals.  A few key BFOs are:
  • Don’t live life looking in the rearview mirror
  • Be defined by what you do, not by what people are willing to pay you
  • “You are the producer, director, and lead actor of your life.”
  • “Why fit in when you can stand out?”
  • People listen when you whisper
We finished day one with a presentation from Richard Maloney, Founder and CEO of Engage & Grow Global.  Richard’s presentation revolved around the subject of employee engagement; its definition, costs, and its cure.  Among the many, many BFOs presented are the following highlights:
  • “Nobody cares how much you know until they know how much you care.” – Theodore Roosevelt
  • Definitions of the different levels of employee engagement
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  • According to a 2017 Gallup survey of companies in the US 69% of employees were disengaged (a 1% improvement from 2016)
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  • Disengagement looks like this
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  • And a Gallup poll concluded that an engaged workforce yields tremendous benefits
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  • Richard outlined the 6 Steps to employee engagement
img_2913-for-blog A few more key BFOs
  • “If you don’t measure, you lose treasure.”
  • Resolve disagreements within your company quickly – get the “splinters” out before they become infected
  • A great question to regularly ask your team is – “What around here needs to improve to become number one in our industry?”
Stay tuned for the next installment of BFOs from the 2019 BEF.

2019 Business Excellence Forum – Blinding Flashes of the Obvious – Part 1

For the fourth year in a row, the Business Excellence Forum (BEF) grew and exceeded the previous years in attendance, presenters and content.  This year there were more than 700 business owners, executives, team members and business coaches in attendance in Charleston, SC.  With that many attendees, there was an abundance of formal and informal exchanges of ideas, strategies, success stories and best practices. This year’s forum had an extensive list of keynote speakers whose presentations yielded many Blinding Flashes of the Obvious (BFOs) and new ways of looking at things.  The following are some of the BFOs that struck a chord with me, all of which will enhance the value I bring to my clients.  I am sure that some of these will have a similar effect on you. The event began with Dr. Mark Thompson and Dr. Bonita Thompson, authors of “Admired – 21 Ways to Double Your Value”.  Their presentation was about “Being The Most Admired Brand.”   They presented the five factors needed to be an admired brand:
  1. Who do you admire?
    • We admire people with the same values as us
    • We all need “Power Partners” – mentors
  2. Productive PARANOIA
    • Steve Jobs 1.0 – was fired from Apple. At that time, he was ambitious, arrogant, and lacked humility
    • Steve Jobs 2.0 – re-tooled himself and built Apple into one of the most valuable companies in the world
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  1. Value-Creators – If your house burned down, would you:
    • Rebuild the same House?
    • Using the same Process?
    • With the same Team?
    • What about your business? Does your business create Value?
  2. Never-ending Mission – four parts
    • BHAGs – Big Hairy Audacious Goals
    • OKR – Objectives and Key Results
    • Simplicity
    • Urgency – Creates Learning & Growth
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  1. Deliberate Practice – 6 Parts
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  1. Redefine Success – What is your definition of Success?
img_2846-for-blog They concluded with the secret to passionate growth: img_2849-for-blog And Number 7 Gratitude. Our next speaker was ActionCOACH Chairman and Founder, Brad Sugars.  Under the often-repeated mantra of going back to basics, Brad presented some reminders and updates to the Six Steps to Massive Results seminar.  Highlights include:
  • Don’t fall in love with your product or service – break out of your rut and continually improve and innovate
  • It is no use building your marketing if you can’t keep the customers – make sure you can consistently deliver
  • With the internet and social media, marketing has shifted toward labor, away from spend
  • In the ActionCOACH concept of Test & Measure – testing has become extremely easy because of all the statistics that are available
  • Use the ActionCOACH 5 Way Formula backwards, from Profit up – 5 years, 4 years, …
Stay tuned for the next installment of BFOs from the 2019 BEF.

Some Thoughts About Direct to Consumer Startups

I just finished reading a very insightful article entitled The Race To Reinvent Everything by Tom Foster in the May 2018 edition of INC Magazine.  The article is about direct-to-consumer (DTC) startups, companies that are emulating the Warby-Parker model for many other product categories.  Products currently offered by more than 400 DTC startups range from bras to tampons.  While the article made many interesting points about the challenges and opportunities these startups are faced with, two points resonated with me.
  1. Not All Products Offer the Same Opportunities – Warby-Parker has been extremely successful due to two main factors:
    1. They offer superior value to their customers. Warby is selling a formerly $500.00 item for less than $100.00
    2. This value proposition enabled their customers to own many pairs of glasses, converting a category that was a necessity into a fashion category

The article went on to compare several other products where either the value proposition is not strong enough (sofas), the category is flooded with many DTC startups (Razors), or the major players in the marketplace have the technical resources to jump into the category on a DTC basis in addition to their customary channels of distribution (Razors again).  If you are considering starting a DTC company, you must carefully consider your proposed value proposition along with product costs, including sales and marketing.  Further, this article is a strong primer on the DTC landscape.

  1. Key Performance Indicators – DTC vs. Bricks and Mortar – The article mentioned some major differences between DTC and traditional retail’s ability to collect actionable KPI’s, giving the advantage to DTC. Specifically, DTC companies can capture essential KPI’s, such as customer acquisition cost, number of leads by source or campaign, and conversion rate by source or campaign more rapidly and accurately than traditional retailers.  Customer lifetime value is another very important KPI which is just as hard to predict for DTC startups as it is for traditional retailers.  However, DTC companies can have statistically valid lifetime value data sooner than traditional retailers.  The increased accuracy and timeliness of KPI’s allows DTC startups to finetune their model as early as possible.  Traditional brick and mortar retailers are faced with the need to collect these same KPI’s.  However, it can be more difficult, be less accurate and take more time for traditional retailers.  The section of the article where this is presented is a good summary of Buying Customers a book by Brad Sugars, Founder and Chairman of ActionCOACH.
Whether you are starting a direct-to-consumer or traditional retailer, you should read this article to achieve a strategic advantage over other potential startups in your planned market space.  The article contains lots of additional information you will need BEFORE you get too far on your startup journey.  My colleagues and I at ActionCOACH can further assist you in sorting out your options and planning your success.

2018 Business Excellence Forum – Blinding Flashes of the Obvious Part 3

The second day of BEF began with Darren Hardy, former publisher of Success magazine, and founder of Darren Hardy, LLC Success Mentor to CEOs & High-Achievers.  His presentation was entitled Productivity Secrets of SUPERACHEIVERS and was based on what he learned during his many interviews with some of the most successful people in the world. The following are a few of the many BFOs I got from Mr. Hardy’s presentation: img_1637-for-blog
  • YES is easy. NO is the master skill
  • 3 Activities – consider:
    • What should I have said NO to last week?
    • What should I say NO to next week?
    • What should I say NO to on my Idea, Project, Commitment & Communication Lists?
  • “To many choices create paralysis”
  • Warren Buffet’s Method
    • Step 1 – WRITE all your priorities
    • Step 2 Narrow the list down to your TOP 3
    • Throw the rest of the list away
  • Don’t mistake:
    • Movement for Achievement
    • Activity for Productivity
    • Rushing for Results
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  • Create a “Give Up” list
  • Identify your Vital Few Functions
    • Delete / Delegate
    • Find & Focus on and leverage VITAL FUNCTIONS
  • “There is nothing so useless as doing efficiently that which should not be done at all.” – Peter Drucker
  • To be a SUPERACHIEVER
    • Stop doing
    • Master the Vital FEW
    • Out FOCUS
    • Out LAST (consistency)
    • Out GROW
    • Out FAIL – learn from mistakes
    Our next speaker was Travis Bell, The Bucket List Guy.  Travis was a speaker at the 2017 BEF (see 2017 Business Excellence Forum – Blinding Flashes of the Obvious Part 4 for my BFOs from 2017).  Travis repeated a presentation he delivered to the ActionCOACH coaches only.  This year he presented to the entire audience.  There is a few additional BFOs added to last year’s Travis Bell BFOs:  
  • The ultimate KPI is How Many People Come to Your Funeral
  • Go from Selfish to Selfless
  • Separate bucket list from to do list
Our next presenter was Steve Rogers, CEO of Alchemy Advisors.  Before founding Alchemy Advisors, Mr. Rogers was the President of Berkshire Hathaway Home Services.  Here are a few of the many BFOs from Mr. Rogers:
  • There is no perfect
  • The constant question – What will have occurred in the next 12 months to consider it a very successful year?
  • And
img_1744-for-blog Brad Sugars took the stage to wrap up day 2:
  • All of my clients have a Future Organization Chart (3 to 5 years in the future) These need to add a Timeline & Triggers to each new position on the chart
  • “Saving a wage cost me a fortune” – Brad Sugars
  • Hiring is not the same as Recruiting
  • Have at least 1 personal goal in your 90 day plan
  • Success:

See Your Goal Understand The Obstacles Create a Positive Mental Picture Clear Your Mind of Self-Doubt Embrace The Challenge Stay On Track Show The World You Can Do It

  Day 3 – A few BFOs from the coach’s session From ActionCOACH Kevin Simpson, a coach in Canada.  A few insights from his clients:
  • His bike shop client reduced the number of bikes on the sales floor, resulting in selling more units at higher prices
  • Conversation around what is possible. In the 19th century during the construction of a railroad, 32 spikers hammered in 63,000 spikes, each averaging 600 blows per hour for 14 hours.  They constructed 6.3 miles of track that day, which at the time was a record.  So the question is – Do we limit ourselves by our perception of what is possible?
  • To eliminate Bottle Necks – Communicate Priorities
  img_1774-for-blogimg_1785-for-blog
    • be in Area 4
    • Area 1 – Intention & Attention / no money – EXCUSE (below point of power)
    • Area 2 – Money & Intention / no attention – BLAME
    • Area 3 – Money & Attention / not aligned – DENIAL
    • Area 4 – Congruency (above the point of power)
  And finally, from a couple of conversations during breaks:
  • A business is finished (Step 6 of 6 Steps to Massive Results) when it achieves the ActionCOACH definition of a successful business
  • Content is GREAT / Context is IT!
  • “Where there is SHIT, there is FERTILIZER
  I hope you have formed your own BFOs from this blog series. The 2019 Business Excellence Forum will be in Charlotte, SC from February 17th to the 19th.  If you wish to join me and about 1,000 other business owners, CEOs, leaders, executives and business coaches, or if you would like to accelerate your success, please contact me or any of my ActionCOACH colleagues.  Our mission is to create

World Abundance Through Business Re-Education

2018 Business Excellence Forum – Blinding Flashes of the Obvious Part 1

For the third year in a row I must say, the Business Excellence Forum (BEF) gets better each year, and the 2018 event was no exception.  This year there were more than 700 business owners, executives, team members and business coaches in attendance in San Diego, California.  With that many attendees, there was an abundance of formal and informal exchanges of ideas, strategies, success stories and best practices. This year’s forum had an extensive list of keynote speakers whose presentations yielded many Blinding Flashes of the Obvious (BFOs) and new ways of looking at things.  The following are some of the BFOs that struck a chord with me, most of which will enhance the value I bring to my clients.  I am sure that some of these will have a similar effect on you. During the opening session, Brad Sugars, founder, and Chairman of ActionCOACH shared the following during a presentation of the 21 Biggest Mistakes in Marketing:
  • Mistake #4 – No Numbers / At ActionCOACH we have the concept of Measure & Test. For example, in creating marketing materials, such as advertisements, we coach our clients to test multiple headlines and measure the level of response, rather than simply using one headline.  After measuring response, our clients can hone in on an effective headline.  Brad suggested that Google or Facebook are perfect venues to test marketing headlines.
  • Mistake #9 – Going for 1 sale vs. 100 / The concept of marketing for multiple sales, rather than going for one sale. This involves targeting out-bound message, while calling for in-bound response.
  • Mistake #12 – Wrong Words/Pictures / Marketing materials must address your target’s values, not your company’s values. I will be blogging and tweeting more of the 21 Biggest Mistakes during the next few weeks.
Our first Keynote speaker was Elizabeth McCormick, an amazing lady.  Ms. McCormick was the first female helicopter pilot in the US Army.  In addition to teaching the entire audience how to fly a helicopter, she laid out many gems, here are a few:
  • “If you believe that something is hard, it will be hard. If you believe something is easy, it will be easy not as hard
  • She demonstrated the “Can you exercise.” She asked a volunteer to the stage.  The volunteer extended their arm out to the side with their thumb down.  Elizabeth then:
    • Pushed down on the volunteer’s arm while the subject was resisting to establish a benchmark of the amount of force needed to overcome the resistance
    • Next, she had the subject say “I can’t” three times. When she pushed the volunteer’s arm down this time she was able to easily overcome the resistance.
    • Finally, she had the subject say “I can” three times. This time she had to apply much more force to overcome the volunteer’s resistance. Just in case we thought she was faking, the entire audience paired off, did the exercise and came up with the same result.
    • The purpose was to move us from our comfort zone to our Potential Zone.
  • “We all have a responsibility to lead from where we are.”
Stay tuned for the next installment of BFOs from the 2018 BEF.

2017 Business Excellence Forum – Blinding Flashes of The Obvious Part 4

Paul Dunn continued with his presentation by switching gears to speak about the concept of price anchoring. He presented a case study based upon the fact that most people remember the last thing they see or hear.  The case study involved adding eight words at the end of a price quotation for a product or service img_9693-small img_9696-small Result: 30% conversion rate for price alone, 90% conversion rate with the addition of those 8 words! Paul finished up by returning to his original concept by saying “The shortcut to more is to MATTER more.” img_9713-small img_9714-smallimg_9716-small And a quote by Richard Branson img_9720-small   A very impactful speaker who spoke briefly the afternoon of the first day and then returned to speak to the coach’s conference (day 3) was Trav Bell, the Bucket List Guy (http://www.thebucketlistguy.com/).
  • After saying that a bucket list is about what you learn about yourself during the journey, he had the entire audience participate in two hands-on exercises:
  1. We were given 10 minutes to begin writing our “reverse” bucket list – a list of things, adventures, accomplishments, and people we had already met or achieved that we were proud about. We then shared items from our list with a partner.  This was a great exercise, one which I completed on my return flight to NY.
  2. After presenting his acronym MYBUCKETLIST as a framework for our bucket lists:

Meet a personal hero Your proud achievements Buy that special something Ultimate challenges Conquer a fear Kind acts for others Express yourself Take lessons Leave a legacy Idiotic stuff Satisfy a curiosity Travel adventures

Trav gave us 15 minutes to select a letter, add an item to our list and then act on that item.  Many in the audience signed up for guitar lessons or made pledges to their favorite charity.

Both exercises were empowering and great examples of coaching.  I highly recommend you seek out a partner, or coach to create both bucket lists.

Trav concluded by saying “People are dying at 40, being buried at 80.”  Don’t be one of them.   Another presenter to the coach’s portion of BEF was Traci Diaz of Break Free Consulting.  Traci gave us many ideas, one of which stood out:

The Central Question to ask yourself several times each day is: “What choice can I make, and action can I take, in this moment, to create the greatest value?”

  The BEF was concluded by Brad Sugars.  Brad stretched everyone’s vision by challenging everyone to create their 100-year vision!  He reiterated an Owner’s/CEO’s/ Leader’s responsibility to enroll and inspire their team:
  • Vision – 100 years in the future, if the mission is accomplished
  • Mission – the value your company brings to the world
  • Culture – the rules of the game
He reminded us of the ActionCOACH formula for success Dreams X Goals X Learning X Plans X Actions = Success It is useless to lead a team that is not confident and productive Productivity comes from passion and focus Realize that the better you get at _____ the easier it becomes – tackle the difficult to make it easy. After drawing the following flipchart, Brad added that you MUST be congruent with your identity, or create MORE identity img_9728-small A case study example of expanded identity:

A doctor raised his identity from doctor to entrepreneur who happens to be in the medical business.  Result – went from one office with him as the only provider to nine offices with more than 400 providers.

We coach for break-throughs, not just learning.   After the conference, I observed a great example of communicating a Unique Value Proposition in the parking lot of my hotel: img_9772-small img_9771-small I hope you have formed your own BFOs from this blog series. The 2018 Business Excellence Forum will be in San Diego from February 18th to the 20th.  If you wish to join me and about 700 other business owners, CEOs, leaders, executives and business coaches, or if you would like to accelerate your success, please contact me or any of my ActionCOACH colleagues.  Our mission is to create

World Abundance Through Business Re-Education

2017 Business Excellence Forum – Blinding Flashes of The Obvious Part 1

I said it last year, and I must say it again, the Business Excellence Forum (BEF) gets better each year.  There were more than 500 business owners, executives, team members and business coaches in attendance in Houston, Texas.  With that many attendees, there was an abundance of formal and informal exchanges of ideas, strategies, success stories and best practices. This year’s forum had an extensive list of keynote speakers whose presentations yielded many Blinding Flashes of the Obvious (BFOs) and new ways of looking at things.  The following are some of the BFOs that struck a chord with me, most of which will enhance the value I bring to my clients.  I am sure that some of these will have a similar effect on you. During the opening session, Brad Sugars, founder and Chairman of ActionCOACH shared the following:
  • We often present the concept of Learn More to Earn More. Brad added Serve More to Earn More.  Serve More to Earn more became one of the major themes of this year’s Forum.
  • To serve more, you must set an expanded vision (more about that later) and then you must grow into it.
  • Brad highlighted the difference between a Leader and a Coordinator. Leadership is all about the Vision.
  • During a discussion of referral strategies, Brad challenged everyone to develop a pre-gifting strategy. For example, give a book relevant to your product or service to ten of your top customers and encourage them to pass the books along to people who would benefit from your offering.
Our first keynote speaker was Keith Cunningham, author of “The Ultimate Blueprint for an Insanely Successful Business” and creator of the CFO Scoreboard.  (keystothevault.com) Mr. Cunningham, while explaining financial reports in very plain, simple language, slips in many gems about business.  Following are some of the most important:
  • For most in business, the universal answer to business problems or issues is growth – most of the time, that is a fallacy. It is often more effective to consolidate your business and address the problems directly before resuming your growth.  After all, your problems may grow bigger as your business grows.
  • “To play the game of business you’ve got to speak the language.” The language is knowing how to read and understand your financial statements and KPIs.
  • You need two things; Language and Scoreboard:
    • Language (Report Card) = Financials
    • Scoreboard (Dashboard) = Optics which leads to strategy
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  • To make more money, get better at business
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  • M+D+A=N – Management -> Decisions -> Activities -> Numbers.  The numbers on your Report Card (Financials) influence your Activities and your activities determine your Report Card.
  • What activities need to change to change your numbers? When you stand on the bathroom scale and are unhappy with the number you see, what are you going to change to eventually see a happier number?
  • img_9494-small
  • We have too many goals, we need more standards (non-negotiable goals).
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  • Running your business with un-read or improperly formatted financial reports is like playing pin the tail on the donkey.
  • You give what you tolerate – every management failure is caused by a lack of courage.
  • PROFIT is a Theory – Cash is a FACT
  • “It is not about getting big, it’s about getting rich (generating cash).” Too many businesses lately are focused on getting very big.  Many of them are burning cash along the way.
  • The only reason to spend money is to get or keep customers.
All the BFOs above were from before the morning break!  There is much more to come from Keith and other speakers in the next blog post.

2016 Business Excellence Forum – Blinding Flashes of the Obvious Part 4

The first speaker of the afternoon on the second day was Chris Cooke of Luv4 Marketing one of the ActionCOACH strategic partners.  Luv4 has enrolled me and many of my colleagues in a social media master class.  In addition, we are able to offer a comprehensive marketing class to our clients via our strategic partnership.  My BFOs from Chris were:
  • Leads generated on the internet will not necessarily be successful if they are directed to a crappy website or landing page.
  • Internet leads will research you online, just like you research companies you are considering doing business with.
  • Your sales process must be revised to reflect the unique methods necessary to maximize your conversion rate of online leads.
Our chairman Brad Sugars wrapped up the afternoon and the BEF with mostly housekeeping announcements and one major BFO:
  • In order to improve your conversion rate, keep an Objection Log. Work answers to your most prominent objections into your sales process and materials BEFORE they arise.
The next two days were devoted to the annual North American Coach conference.  We were introduced to several new strategic alliances.  In addition, there were many speakers addressing best coaching practices and client strategies that worked for our clients.  The following are some of the highlights: In a session about KPIs, one of my colleagues showed a clip from the movie Money Ball Ball (https://www.youtube.com/watch?v=yGf6LNWY9AI) to highlight using KPIs to overcome biases.  He then introduced the concept of subdividing KPIs into Leading, Lagging, People and Productivity KPIs, which was a BFO for me, having only thought of KPIs in general. KPI Examples Slide Balance KPIs Slide By the way, if you are not familiar with Net Promoter Score, I will cover NPS in a upcoming blog, stay tuned. In addition, he also had the audience do the following exercise: KPI Table Exercise Slide You should too. Another colleague of mine ran a great exercise based on the ActionCOACH formula for change:

(D x V) + F > R

Step 1 – write out a challenge you would like to eliminate Step 2 – write out your Vision of when the challenge has been eliminated Step 3 – rate your Vision 1-10 (btw if your vision is not a 10, rework your vision) Step 4 – rate your Dissatisfaction with the current situation 1-10 Step 5 – write the consequence of not eliminating the challenge Step 6 – R – list your top 3 resistances to the changes needed to eliminate the challenge Step 7 – write out the First Step Step 8 – Be x Do = Have – write an I Am related to the Being needed to overcome the challenge. (The I Am statement will influence your unconscious behavior related to your DISC) Step 9 – Four steps to learning – Step 7 moved you from u-i to c-i / what needs to be learned to move to c-c? 4 Steps to Learning Slide Step 10 – question how DISC is effecting behavior (both yours and your team’s) toward solving the challenge

Finally, another colleague presented a process for creating “I’ll be happy when …” and personal purpose statements.

To create your “I’ll be happy when …” statement

Write your top 2 personal goals Write your top 2 professional goals List how you will feel when those goals are achieved

Use your top goals and the above list to Create your “I’ll be happy when …” statement

To create your personal purpose statement

List your 2 most positive and unique skills and abilities For example: Experience and Insight

List how you demonstrate these skills Coaching & Mentoring

What does a perfect world look like to you?  Harmony between having positive impact on many clients and enjoying my 70s with my wife and family

Put all 3 together into 1 statement I use my experience and insight to assist my clients to build very successful businesses that create many great employment positions in their communities.

 I trust you will find some ideas in this BFO series of blogs that will accelerate your success.  My colleagues and I are available to assist you in implementing the concepts presented in these four posts.

2016 Business Excellence Forum – Blinding Flashes of the Obvious Part 2

More BFOs from Day 1 of the 2016 BEF, Troy Hazard continued. Troy told a story about car salesman who had sold him a luxury car in Australia where he lived before moving to the USA a few years ago. The salesman asked how often he traded cars in, Troy answered about every 4 years. The salesman began contacting Troy about every 6 to 8 weeks, by mail, email, telephone, you name it – when Troy moved to USA permanently the salesman continued kept in touch.  After about 4 years the salesman called to say it’s time for a new car.  Troy told the salesman that he permanently moved to US and salesman continued to stay in touch.  On a family visit back to AU, Troy dropped into the dealer and asked the salesman why he continued to stay in touch, answer … “I sold more than 100 cars to your friends.”  The business question to ask yourself is; How is my business staying in touch with our customers, members, advocates and raving fans? (See the following section – day one BFOs from Brad Sugars – The Ladder of Customer Loyalty). Next, Troy urged us to always have absolute clarity of where the money/profit comes from.  His example was an electrician who repositioned to being a Total Energy Solution. Troy also told us about one of his companies that had five salesmen.  Following a typical bell curve, at one end of the curve was a salesman who was only doing about $60,000 in commissions and was way below quota.  In the middle were three salesmen at or slightly above quota, earning $100,000 to $125,000 in commission income.  At the other end of the bell curve was a salesman who was pulling in about $275,000 in commissions.  Troy then threw a trick question at us, asking who he fired.  Most guessed the $60K salesman.  In fact he fired the $275K salesman, explaining that he was disruptive, not a team player, stealing leads from the others, didn’t embrace the company culture, etc.  The business question here is who on your team is not fully engaged with the mission/vision/culture of your business?  By the way, he also fired the 60K salesman. The final BFO from Troy Hazard was very simple; Change or Die, one change at a time!   Our next speaker was Brad Sugars, the founder and chairman of ActionCOACH.  Brad opened with the statement that “Profit comes from REPEAT BUSINESS.” Next Brad presented the ActionCOACH Ladder of Customer Loyalty. IMG_7935 small The first rung of the ladder is Suspect – a target or an ideal customer.

Suspects are moved up the ladder to Prospect via marketing.  Prospects have taken some action; responded to an ad, visited your store, called to ask buying questions, etc.  The BFO here relates to the ActionCOACH 5 Way Formula, “if the Conversion Rate is low, the Target is WRONG!”Prospects are moved up the ladder via sales to Shopper. Shoppers have made their first purchase.  The BFO that Brad mentioned here is “the 2nd purchase is 10 times more important than subsequent purchases.”

Shoppers become Customers when they make that all important second purchase.  This is where you begin to build a relationship with your customer.  Have a consistent point of contact and establish genuine know-like-trust in the relationship.

As you develop stronger and stronger relationships with Customers they can become Members.  Members will develop a sense of belonging.  The sense of belonging must be enhanced by superior, personalized customer service and continued relationship building.  The BFO here is Great Customer Service starts with doing business with those you want to do business with (see Target above).

Continued relationship building and consistent superior customer service will result in your Members moving up to Advocates.  A major BFO here is every customer defines customer service differently, that is why building strong relationships is the KEY.  Advocates will refer their friends and network to your business.

If you consistently deliver exceptional customer service and continue to build relationships, your Advocates will become Raving Fans.  Raving fans will refer all of their friends and their networks to your business.

Whew, this wraps up my BFOs from only the first day of the 2016 BEF.  Stay tuned, there is much more to come.