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1
Tuesday Morning
Eight Simple Truths
to Boost Your Career
and Your Life
Copyright © Cornerstone Leadership Institute and Proseris Services LLC.
by David Cottrell
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2
“To every man there comes in his lifetime that special moment when he is tapped on the shoulder and offered the chance to do a very special thing.
What a tragedy if that moment finds him unprepared or unqualified for the work which would be his finest hour.”
- Winston Churchill
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Orchestrating success demands leaving our comfort zone.
We live by choice … not by chance.
You cannot win alone!
The team with the best leader usually wins!
Facts
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Tumbleweed or Redwood?
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Personal Passion Personal Passion
Provide the ultimate Provide the ultimate customer experience customer experience
LeadershipLeadership
How Can We Win?
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6Copyright © Proseris Services LLC and Cornerstone Leadership Institute
The first truthThe first truth
No Matter WhatNo Matter What
• Accept responsibilityAccept responsibility
• Keep moving forwardKeep moving forward
• Something can be done ...Something can be done ...and there is something I can doand there is something I can do
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7Copyright © Proseris Services LLC and Cornerstone Leadership Institute
We are the bridge!We are the bridge!
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People
Clients
Budgets
The ChallengeThe Challenge
“No Matter What?”
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AverageAverage GreatGreat
VictimVictim Responsible Responsible
PassengerPassenger DriverDriver
Choices
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No problem is unique to youNo problem is unique to you
Don’t let your past eat your future.Don’t let your past eat your future.
There is always something that can be There is always something that can be done and there is always something done and there is always something you can do.you can do.
“Things turn out best for people who make the best of the way things turn out.” —John Wooden
No Matter What!
Key Learning Points!
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11Copyright © Proseris Services LLC and Cornerstone Leadership Institute
The second truthThe second truth
… … And Then SomeAnd Then Some
• • Provide lagniappe – a little something extra Provide lagniappe – a little something extra or unexpected giftor unexpected gift
• • Look out for your one golden customerLook out for your one golden customer
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Law of Customer Reward
Add a little something extra, make my Add a little something extra, make my experience enjoyable, and I will spend experience enjoyable, and I will spend more money with you …more money with you …
OrOr
I will recommend you to someone who I will recommend you to someone who can spend more money with youcan spend more money with you
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Southwest Airlines Sense of Humor
Doubletree Hotels Warm cookies on arrival
Lexus Return of cars sparkling clean after routine maintenance
O’Reilly Auto Parts Replace window wipers free
Discount Tire Tires rotated and flats fixed free
Nordstrom Personalized cards sent to customers
Real World Lagniappe
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People buy from people
Lagniappe can Lagniappe can be as simple be as simple as a smile or a as a smile or a comforting comforting word. word.
Life is too short to deal with unpleasant people ... Life is too short to deal with unpleasant people ... more than once.more than once.
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15Copyright © Proseris Services LLC and Cornerstone Leadership Institute
1. Respect – 1. Respect – I am a person, not an I am a person, not an customer numbercustomer number
2. Integrity – 2. Integrity – Follow through on your Follow through on your commitments.commitments.
3. No Surprises - 3. No Surprises - Consistent Consistent communication flow.communication flow.
4. Stay Positive! – 4. Stay Positive! – I will follow your I will follow your lead!lead!
Customer needs
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The One Golden CustomerThe One Golden CustomerThe One Golden CustomerThe One Golden Customer
You Never Know When …
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Hierarchy of HorrorsHierarchy of HorrorsHierarchy of HorrorsHierarchy of Horrors
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18Copyright © Proseris Services LLC and Cornerstone Leadership Institute
Service Quality IndicatorsService Quality IndicatorsIndicator Weight
Abandoned Calls 1Right day late 1Traces 1International Late 1Invoice Adjustment Requested 1Missing Proof of Delivery 1
Complaints Reopened 5Lost and Found 5Wrong day late 5
Damaged Packages 10Lost Package 10Missed Pick-up 10
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1919
Beware the “Nice” Customer
She’s smiling, leavingShe’s smiling, leavingand telling 9 peopleand telling 9 people
For every unsatisfied customerFor every unsatisfied customerwho complains – 26 others who complains – 26 others will say nothing. will say nothing.
24 won’t come back. 24 won’t come back.
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7 of 10 complainers will do business with you again if the complaint is resolved in their favor.
If resolved on the spot, 95%.
Do you know your hierarchy of horrors?
The Good News
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21Copyright © Proseris Services LLC and Cornerstone Leadership Institute
Add a little something extraAdd a little something extra
Know and track your hierarchy of horrorsKnow and track your hierarchy of horrors
Complaints are your friend … welcome Complaints are your friend … welcome themthem
“There are no traffic jams along the extra mile. —Roger Staubach
…And then some
Key Learning Points!
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22Copyright © Proseris Services LLC and Cornerstone Leadership Institute
The third truthThe third truth
• An abundance mentalityAn abundance mentality
• Ask for advice and learn Ask for advice and learn from othersfrom others
• Follow throughFollow through
Consider It DoneConsider It Done
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23Copyright © Proseris Services LLC and Cornerstone Leadership Institute
Interested vs. CommittedInterested vs. Committed
When you make a commitment, When you make a commitment, be all in.be all in.
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Ignoring issues puts your Ignoring issues puts your own integrity at risk.own integrity at risk.
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2525
The 1-10-100 Rule
Don’t let a $1 molehill turn Don’t let a $1 molehill turn into a $100 mountain!into a $100 mountain!
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What is the Main Thing?What is the Main Thing?
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Principle causes of stress and Principle causes of stress and anxiety in most organizations:anxiety in most organizations:
Unknown CommunicationChange
TimeAmbiguity
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CONFUSION CONFUSION
PERFORMANCE REVIEWS
INCENT
IVE
PROGRA
MSACTIONS
JOB DESCRIPTIONScontradictions
contradictions
expectations
percept
percept
ionsions
Words
FEAR
PRIORITIES
Hazy Di
rectio
nsDeadlines
Hiring Practices
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1. 1. If you depend on others’ perceptions to match If you depend on others’ perceptions to match your expectations … you are going to be your expectations … you are going to be disappointed every time.disappointed every time.
2. If you don’t tell them what you expect you have 2. If you don’t tell them what you expect you have to accept what you get.to accept what you get.
Learning Points
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The Clarity Questions
What is required?
How am I doing?
Does anyone care?
How is the team doing?
Where do we fit in?
How can we help?
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1. Hire good employees - 1. Hire good employees - Dehire Dehire those who are not carrying their share of the those who are not carrying their share of the load.load.
2. Coach us to become better2. Coach us to become better
3. Become the very best3. Become the very best
Your TeamYour Team
Meet our needs
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30%30%
20%20%
50%50%
Super StarsSuper Stars
Falling StarsFalling Stars
Middle StarsMiddle Stars
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““Your job is not to lower the bottom by Your job is not to lower the bottom by adjusting for and accommodating the adjusting for and accommodating the
lowest performing employees. You should be lowest performing employees. You should be raising the top by recognizing and rewarding raising the top by recognizing and rewarding
superstar behaviors.”superstar behaviors.”
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FedEx
Fred Smith
Malcolm Baldrige Award
Who is Lucy?
Lucy Nigren
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Be committed, not just interestedBe committed, not just interested
Keep the main thing Keep the main thing thethe main thing main thing
Take care of your LucysTake care of your Lucys
People quit people.
Consider it done
Key Learning Points!
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36Copyright © Proseris Services LLC and Cornerstone Leadership Institute
The fifth truthThe fifth truth
From Now OnFrom Now On
•Learn from mistakes•Eat change for breakfast
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““The Only Constant Is Change”The Only Constant Is Change”-Heraclitus 500 B.C.
““Everything that can be invented has been Everything that can be invented has been invented.”invented.” -Charles Duell,
Commissioner of Patents, 1899
““I think there is a world market for five I think there is a world market for five computers.”computers.”
- Thomas J. Watson, IBM, 1943
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““Television won’t be able to Television won’t be able to hold on to any market it hold on to any market it captures after the first six captures after the first six months. People will soon get months. People will soon get tired of staring at a plywood tired of staring at a plywood box every night.”box every night.”
- Darrell Zanuck, Twentieth Century Fox, 1946
“Eat Change For Breakfast”
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39CornerStone
Leadership Institute
CornerStoneLeadership Institute
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40CornerStone
Leadership Institute
CornerStoneLeadership Institute
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Remember The Mouse
Let’s not wait on the cheese to come back to us!
TechnologyPeople
Processes
Information Demographics
Priorities
CornerStoneLeadership Institute
CornerStoneLeadership Institute
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Remember The Mouse
Even when we are doing well, Even when we are doing well, let’s keep looking for more let’s keep looking for more cheesecheese!!
Complacency is the root of mediocrity.Complacency is the root of mediocrity.
CornerStoneLeadership Institute
CornerStoneLeadership Institute
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Change leads to improvementChange leads to improvement
The answers are in the roomThe answers are in the room
Complacency is the root of mediocrityComplacency is the root of mediocrity
“We cannot become what we need to be by remaining what we are.” —Max DePree
From now on …
Key Learning Points!
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44Copyright © Proseris Services LLC and Cornerstone Leadership Institute
The eighth truthThe eighth truth
Knowledge Is PowerKnowledge Is Power
•Read
•Listen
•Give
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Knowledge is PowerKnowledge is Power
The more you learn, the more you earn.The more you learn, the more you earn.
CEO’s of most organizations read 4 books a CEO’s of most organizations read 4 books a monthmonth
Read
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Knowledge is PowerKnowledge is Power
““Don’t fall into the trap of insensitivity.Don’t fall into the trap of insensitivity.Listen to your people”Listen to your people”
Listen
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Knowledge is PowerKnowledge is Power
You cannot succeed without giving back.You cannot succeed without giving back.Your legacy will be what you give others.Your legacy will be what you give others.
Give
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48Copyright © Proseris Services LLC and Cornerstone Leadership Institute
My revelationMy revelation
You give so that you You give so that you have more to give.have more to give.
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49Copyright © Proseris Services LLC and Cornerstone Leadership Institute
Simple Truths to Reignite Your SuccessSimple Truths to Reignite Your Success
1. No matter what1. No matter what
2. … And then some2. … And then some
3. Consider it done3. Consider it done
4. From now on4. From now on
5. Knowledge is power5. Knowledge is power
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““Pass it On!”Pass it On!”