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 3

The second day of BEF kicked off with Michael Losier, author of “Law of Attraction – The Science of Attracting More of What You Want and Less of What You Don’t.”  Among the many BFOs were:
  • Contrast – The brief observation of what you don’t want will bring clarity to what you do want
  • The Law of Attraction is like a Google search, refine the search until you find what you are looking for.
  • To invoke the Law of Attraction, refine your Words->Thoughts->Vibes->Results
Our next speaker was Stephen Hightower, President & CEO of Hightower Petroleum Co.  Mr. Hightower was profiled in CNBC’s “Blue Collar Millionaires”, he went from cleaning toilets in his parent’s janitorial business to founding a multi-million-dollar oil company.  One of his big breaks occurred when his company was chosen to provide all the fuel that is put into new cars coming off GM’s production line.  At the time, he didn’t have the credit nor the supply chain to satisfy the contract.  In fact, he needed to triple his capacity.  His search for credit and supply led him to the following BFO:
  • “If the opportunity is big enough, you can find a supplier to support it.”
Having the right relationships has enabled his company to now supply the fuel for most of the cars produced in North America. The additional BFO’s from Mr. Hightower’s presentation included:
  • As long as you don’t die, you have the opportunity to do something different
  • “Exposure gives you the ability to see what is possible.”
  • “90 % of my customers are being called upon by someone else.  100% of my customers were once customers of someone else.”
This last BFO from Stephen Hightower was so powerful and valuable that it covered my BEF investment several time over.  We all have competitors, thus, to succeed for the long haul, we must CONTINUALLY exceed our customer’s rising expectations. Stay tuned for the next installment of BFOs from the 2019 BEF.

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.

2018 Business Excellence Forum – Blinding Flashes of the Obvious Part 2

While reviewing my notes for this blog, I noticed that I omitted two Elizabeth McCormick BFOs from Part 1
  • When thingsimg_1523-for-blog get hard, ask yourself “Do I Want This?”
  • CAN
    • Communicate – Positive & Proactive
    • Aviate – Take Action
    • Navigate – Clarity
  Elizabeth McCormick was followed by Chris Voss, CEO of The Black Swan Group, LTD and co-author of Never Split the Difference: Negotiating As If Your Life Depended On It.  He spent 24 years working in the FBI Crisis Negotiation Unit and was the FBI’s chief international hostage and kidnapping negotiator from 2003 to 2007.  There were only a few BFOs from Mr. Voss, however they were MAJOR.  During negotiations:
  • Banish “I Understand” from your vocabulary. It is condescending.
  • Build confidence & trustworthiness – “Will you listen to what I have to say?”
  • Open by asking a question or making a statement with the expected answer or response of NO. For example: “It looks like there is no way to get the hostages released safely.”  Going for the NO gets the other side to tell you what they are really after.  Chris gave several sales-oriented examples: “It looks like you are not interested saving money for payroll processing while getting quicker service.”
  • Never say “you’re right” only say “That’s right” and then shut up!
  • Perceived EMPATHY is a Truth Serum
Our next speaker was Dr. Tony Alessandra, CEO of Assessments 24×7, LLC.  Dr. Alessandra is a prolific author with 30 books translated into over 50 foreign language editions, including the newly revised, best-selling The NEW Art of Managing PeopleCharismaThe Platinum RuleCollaborative Selling; and Communicating at Work.  ActionCOACH has a strategic partnership with Assessments 24×7 that enables my colleagues and I to offer a variety of online assessments, including the widely used DISC profile, the Hartman HVPMotivators (Values/PIAV) assessment, and several 360º effectiveness assessments.  BFOs from Dr. Alessandra include:
  • “Prescription before diagnosis is malpractice.” This represents a prime reason we at ActionCOACH offer a complementary diagnostic coaching session before suggesting a coaching program to prospective clients.
  • Establishing a competitive advantage is founded on an understanding of customer needs (not wants) and the ability of competitors to meet those needs. Understanding your competitive advantage allows you to sell value, not price.
    • Understand your Uniqueness’s, Advantages & Disadvantages
    • To dig deeper and to differentiate your offering from your competition in a given situation use this tool
Your Advantages compared to competitor Your Disadvantages compared to competitor
Competitor A ? ?
Competitor B ? ?
Competitor C ? ?
Competitor D ? ?
  • Feedback Questions
  • How well does our solution address the needs and goals you expressed earlier?
  • What other advantages do you see in our solution?
  • How closely does this solution fit your budget & timeline?
  • How will you determine the success of our solution?
  • What needs do you see that I might have missed?
  • Alessandra presented three case studies on the effectiveness of using various combinations assessments during recruiting and hiring. As the saying goes, “your results may vary.”  Nonetheless, using assessments before offering a position to a candidate increases the likelihood of a successful hire.
This concludes the major BFOs from the first day of the Business Excellence Forum.  Stay tuned for day 2’s BFOs, coming soon.

A BFO About Planning (moved)

I had a major comeuppance and Blinding Flash of the Obvious (BFO) this morning related to one of my monthly activities, instigated by a Darren Hardy video I watched yesterday.  During my holiday break the week between Christmas and New Year’s, I worked on a few administrative tasks in advance of their normal schedule.  Among them was a look at my Accounts Receivable (A/R) aging.  I printed the A/R Summary Aging Report from QuickBooks and thought about how I wanted to collect from each of the few past due client in the report.  After deciding on several different collection strategies based on the past due amount, age and client situation, I put a code next to each past due client.   For example; some were going to receive a statement via email followed by a call, a few would get a mailed statement and a call, etc.  I must admit, I was very proud of myself for addressing this unpleasant, but necessary task earlier than usual. This morning, almost two week later, I realized that after planning my collection strategies, I put my collection plan into my A/R folder without implementing it!  My BFO:

Planning to do something, and knowing how it will be accomplished ….

Is Not The Same As Actually Doing It!

There is no doubt that planning is essential, as the saying goes, “Failing to Plan is Planning to Fail.”  However, failing to work the plan is actual failure. In Darren Hardy’s video, he presented a weekly Sunday Planning System (http://dh.darrenhardy.com/win-the-week).  As he explains during the video, he was given the system by a billionaire he was introduced to a few years ago.  In addition to the Sunday Planning System, the billionaire told him that in order to focus and maximize his effectiveness and results, he works on one, and only one major item per day.  He addresses that item until it is complete.  Based on this system, and my BFO, my plan going forward is to plan and finish whenever possible.  No more plan, put aside to finish later.  By the way, Darren Hardy is one of the keynote speakers at the 2018 Business Excellence Forum and Awards (http://www.thebusinessexcellenceforums.com/events/?event_id1=7) February 18th to 20th in San Diego. As we begin 2018, I encourage you to plan and act to achieve your goals.  My ActionCOACH colleagues and I are presenting GrowthCLUB 90-day planning workshops in the coming weeks.  These powerful and very effective workshops will accelerate your journey to massive results in your business and life.  Plan to register, attend and implement your ActionPLAN.

Going That Extra Mile

I recently used eBay to sell a file cabinet that I no longer need.  Oh, the benefits of more and more of my business being conducted online.  Because of its size and weight, the file cabinet was listed as local pickup only.  When the auction was completed, the buyer paid immediately and contacted me to arrange a time to pick the cabinet up.  When I met Leo, the buyer, at my storage facility I was surprised to be introduced to a Chinese man in full business attire, three-piece suit, beautiful silk foulard tie, the works.  The buyer was accompanied by another Chinese gentleman, John, who was dressed in business very casual attire, khakis, polo shirt, sneakers, you get the picture. While John maneuvered the van into one of the loading bays, Leo and I took a dolly up to my storage unit to retrieve the file cabinet.  By now you are thinking what does this have to do with business? While in the elevator Leo explained that he was on his lunch break from Bank of America, and John is his client.  John, he told me, is in the process of opening a daycare center and mentioned that he needed a file cabinet.  When he asked Leo for advice on where to purchase a used file cabinet, Leo suggested eBay.  John had never used eBay so Leo went the extra mile, logged into his eBay account, placed the winning bid, completed the transaction, and accompanied John to pick up the cabinet and to translate.  For me, that was a WOW moment, I was quite impressed by Leo’s dedication to his clients. So, here are three business related questions I want you to consider:
  1. When was the last time a banker, especially from one of the giants, demonstrated that level client focused service? Or for that matter, what is the service level of many of the large businesses you regularly business do with?
  2. What is the service level you routinely offer to your customers? Do you WOW them on a regular basis?
  3. What would be the resulting increase to your bottom line if you separated your business from your competitors by raising your level of service to WOW?
As Brad Sugars, the Founder and Chairman of ActionCOACH said at our 2017 Business Excellence Forum last month, “Serve more to Earn more.”  Leo is certainly doing just that.  If you would like to make more by serving more, my colleagues and I at ActionCOACH will be happy to assist you.

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 3

The second day of the Business Excellence Forum was kicked off by Shawn Moon Senior VP of Franklin Covey.  Shawn opened with a rapid fire bit of jokes and funny quotes, one of the best was:

“The trouble with quotes on the internet is that it’s difficult to determine whether or not they are genuine.”

– Abraham Lincoln

After that he played the famous video of classical violinist Josh Bell playing his Stradivarius in the entrance to a Washington, DC subway station. (https://www.youtube.com/watch?v=hnOPu0_YWhw) Virtually no one stopped to listen.  Shawn asked how often do we see excellence right in front of us?  How often do we engage it? Other BFOs from Shawn Moon:
  • Interdependence – a draft horse that can pull 1000 pounds alone, two can pull 4000 pounds together / to accomplish more get leverage.
  • “If you want to change your results change your habits, if you want to have massive change, change your paradigm” – Steven Covey.
  • The value of time is the value of life.
  • Clarity is simple, getting to clarity is complex!
Next he spoke about Edward Lorenz’s Butterfly Effect.  He told how:

Norman Borlaug – a Nobel Prize winner, saved more than one billion people by expanding the yield of corn, wheat and rice in arid conditions.  Borlaug was one of the first scientists to join experimental agriculture stations created in Mexico by Henry Wallace, former Secretary of Agriculture and then Vice President of the United States. But …

Henry Wallace – was influenced as a young boy growing up at Iowa State by George Washington Carver, so much so that he developed some of the first hybrid varieties of corn, doubling and tripling per acre yields. But …

George Washington Carver – who became a brilliant biologist was encouraged to study plants, rather than paint them by his art teacher, Etta May Budd.  The question Shawn Moon asked was “how far back can we go?”  And …

“How far will our (your) influence go?”

Next, while on the subject of personal mission statements he flashed this slide   While his presentation was about personal mission statements, it does not take a lot of work to apply this to your business’s mission statement. IMG_7962 cropped Shawn moon wrapped up with the following by Portia NelsonPortia Nelson Poem The balance of the morning of the second day was breakout sessions.  Here are some insightful BFOs from the breakouts:
  • Have a scorecard and KPIs for each box on your organization charts, both current and three or five years forward.
  • Another speaker expanded this by encouraging a look at every role within your organization, determine the biggest issue for each role and develop a KPI to measure the solution.
  • No matter the size of your business, it is essential to have a well documented on boarding or orientation process and checklist.
  • Disney gives six weeks of training to the people who take tickets at the entrances to their parks. How much training do you employ at your business?
  • One of my colleagues, a former senior HR executive with a major national retailer, said that they had two counter-balancing KPIs:
    • Average time to fill open positions
    • Six and twelve month retention of new hires.
More day two BFOs to come, stay tuned.

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.