"The Fred Factor" - Mark Sanborn's Keynote Presentation from The CETPA 2014 Conference
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Transcript of "The Fred Factor" - Mark Sanborn's Keynote Presentation from The CETPA 2014 Conference
The Fred FactorThe ability to continually create new value for those you live and
work with through PASSION, CREATIVITY
& COMMITMENT.
Take ResponsibilityWhat is the difference between
a HERO and a ZERO?
A zero takes!
ACTIONA hero takes !
OWNERSHIP
6 things you control
1. How hard you work!2. How much you prepare!3. How fast your respond!4. How much you learn!5. How you build relationships!6. How well you follow up
Be real!Be interested!Be knowledgeable!Be empathic!Be honest!Be helpful!
Everything is built on Relationships
Elevate the Experience
• The “customer” receives value!
• They are pleasantly surprised!
• They become happier!
• They tell others