Achieving Business

Excellence

Most people are so busy working IN their business that they do not take any time to work ON their business.

What does this mean to me?

How can I use this idea?

What can I do right away?

Reality CheckKnowing – Doing

To be successful in the future the rate of internal innovation

must exceed the rate of external innovation

II > EI

The Key To Success in the New Normal…

•Nimbleosity

•Nim-bo-licous

“Simplicity is the ultimate sophistication” Leonardo da Vinci

1

(T + C + ECF) x DE = BE

1

Why do you work where you work?

NITB

Fair PayMeaningful WorkCool Colleagues Winning CultureOpportunity for GrowthBoss I Admire

NITB

The level of highly satisfied and

engaged EMPLOYEES in your business.

The number one factor in increasing the level of highly satisfied and

engaged CUSTOMERS in your business is…

Great Places to Work Study

Extreme

Customer Focus

Web of Value: VOC + MOT + WOM

1

VOC

1

Moments Of Truth

1

VOC + MOT Workshop: Pages 1 & 2

Consultative Sales

3

Four Cs of Trust

Consistently

Communicate that you are

Competent and you

Care

“I am good at what I do… and I do it because I care about

you.”

78.9%23.4%

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

Identify Ideal

Customer

ReferIdeal

Customer

From John Jantsch: The Referral Engine

You MUST have a referral process

Ideal CustomerWorkshop page 4

Know• Referrals

• Ads

• Business card

• Networking

• Associations

• Clubs

• Community involvement

• Charity involvementWorkshop page 4

Like• Brand

• Website

• Social media

• Blog

• Newsletter

• Building

• Reception / greeting

• Appearance of you and your staff

Workshop page 4

Trust

• Brand

• Company reputation

• Certifications

• Awards

• Client list

• Testimonials

• Reputation

Workshop page 4

• Policy review

• Small policy

• Small financial investment

• Special offer

• Limited time

Try

Workshop page 5

Buy

Workshop page 5

Repeat Buy

Workshop page 5

Referrals…Workshop page 5

The best way to get

referrals…

ASK!!!!

Build it into the agreement…

• If I exceed your expectations, in addition to my fee I am going to ask you to send a minimum of 20 strong, personal referrals to anyone you feel would find great value in the sort of work I do.

Thank you so much!

It is absolutely MY pleasure, I am extremely glad you are pleased… You know, in 20 years of doing this I have found that 99.9% of my NEW clients come from happy current clients telling their fiends and colleagues about my programs. So the very best possible way to thank me would be if you could send a strong personal note to referral to anyone you feel might also benefit from the sort of work I do.

Thank you!!!

• Well, don’t keep me a secret!

• I hope you’ll tell lots of people.

• My pleasure – and it would be great if you could help spread my name around.

• Well, the best thank you is a bunch of referrals.

Cultivate HUBS

The Four Habits of Referability

1. Show up on time

2. Do what you say you will do

3. Finish what you start

4. Say “Please” and “Thank You”

5. Give a little bit more than they expect

If you have any questions at all please do not hesitate to send a note or call. My email address is: john@johnspence.com

My twitter address is: @awesomelysimple

Please connect with me on LinkedIn and twitter

Also, you might find value in the ideas I share in my blog. You can sign up for it at:www.blog.johnspence.com

Lastly, these slides have already been uploaded to:

www.slideshare.net/johnspence

All of this info is on page 28