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Archive for April, 2007

Martin Luther King Jr. – Spiritual Genius

Apr 30

Posted by Tony Alessandra in Excellence!, Leadership, People!, Personal Development | No Comments

“Well, I don’t know what will happen now. But it doesn’t matter with me now. Because I’ve been to the mountain top, I won’t mind. Like anybody, I would like to live a long time. Longevity has its place. But I’m not concerned about that now. I just want to do God’s will. And He’s allowed me to go up to the mountain. And I’ve looked over, and I’ve seen the Promised Land. I may not get there with you, but I want you to know tonight that we as a people will get to the Promised Land. So I’m happy tonight. I’m not worried about anything. I’m not fearing any man. Mine eyes have seen the glory of the coming of the Lord!”

I’m sure this is not the first time you’ve heard the stirring speech Martin Luther King, Jr. gave the night before he died. Comparing himself to Moses in the Bible, King felt he would be denied entrance to the world of racial harmony and social justice that he had devoted his life to creating. But though he wasn’t allowed to enter the Promised Land, he didn’t express any bitterness about that fact – and I don’t believe he felt any.

I believe Martin Luther King, Jr. really did feel unworthy to take part in the completion of his dream. For many years, he had taken upon himself an almost impossible role. He was the leader of one of history’s great transformations – following in the footsteps of Mahatma Gandhi in India and laying the foundation for Nelson Mandela in South Africa. Yet he was not a perfect human being. He was not morally impeccable. He knew he was not at the top of the spiritual ladder. Yet he accepted the challenge of striving to be what people needed, though he knew that wasn’t always who he was.

During the 1960s, Martin Luther King, Jr. was a target for enemies both inside and outside the US government. He was threatened by racist enemies ranging from the Ku Klux Klan to radical African American organizations – and he was the subject of an unrelenting surveillance effort by J. Edgar Hoover and the FBI. He was accused of Communist sympathies, financial improprieties and personal misconduct. At the same time, he subjected himself to even more intense scrutiny. Was he really worthy of leading a massive movement for social change? Was he the perfect symbol that such a movement demanded? Was he someone who could survive under the microscope he was put under by the world and by himself as well?

The answers that King gave to those questions may not always have been in the affirmative, though he never shirked the leadership role he had taken upon himself. But there was a degree of inner tension – a pulling in two directions of the spiritual ladder – that led him to believe he would suffer a martyr’s death – and perhaps to accept that destiny as well. As he said, “Certainly I don’t want to die. But if anyone has to die, let it be me.”

Martin Luther King, Jr., was born in 1929, in Atlanta, Georgia. As a child he loved both reading and public speaking and he enjoyed watching his minister father deliver weekly sermons. When he entered Morehouse College in Atlanta at the age of 16, King was considering a career in medicine, law, or teaching and he majored in sociology. But in his junior year, he decided he would enter the ministry like his father. On the subject of education, he once wrote, “Its function is teaching us to think intensively and critically. But education that stops at that point may prove a great menace to society. The most dangerous criminal may be the man gifted with reason but deprived of morality.”

After graduating from Morehouse College in 1948, King entered a theological seminary. While there, he attended a lecture on the Indian pacifist leader Mahatma Gandhi. That lecture set the direction of King’s life. “The message was so profound and electrifying,” he said, “that I immediately left the meeting and bought a half dozen books on Gandhi.”

King graduated from the seminary and entered Boston University as a doctoral student. He received his degree in 1955, and then became pastor of a church in Montgomery, Alabama. There he joined the supporters of Rosa Parks, a black woman who had been arrested in Montgomery for refusing to give up her bus seat to a white person.

On January 14, 1957, King’s home and his church in Montgomery were bombed during a campaign of violence against black activists. After this bombing, King began to sense that he might someday have to die for the cause he had chosen. Like anyone else, there were times when he found this very difficult to accept – but he also worried about what he regarded as inadequacy for the destiny that God had given him.

Though he himself was a nonviolent person, King was surrounded by violence and by allies who preached violence on his part. In Harlem, he was stabbed while autographing copies of his book, Stride Toward Freedom. He was frequently jailed, but he regarded this as a way of expressing his willingness to suffer and sacrifice for the common good. “Nonviolence may mean going to jail,” he said. “If such is the case, the resister must be willing to fill the jail houses of the South. It may even mean physical death. But if physical death is the price a man must pay to free his children and his white brethren from a permanent death of the spirit, then nothing could be more important.”

King’s life was filled with confrontations. He was always ready to rush to a city or a scene where he could help demonstrate the power of nonviolence. He was the most watched civil rights leader of the time and the one from whom the most was expected. Again and again, he used stirring oratory to insist on nonviolence, “If you don’t go,” he said of one proposed march, “don’t hinder me! We will march nonviolently. We shall force this nation, this city, this world, to face its own conscience. We will make the God of love in the white man triumph over the Satan of segregation that is in him. The struggle is not between black and white, but between good and evil.”

Gradually his language began to grow more visionary. At the Lincoln Memorial during the March on Washington in 1963, he spoke the words for which he is best remembered, “….I have a dream that my four little children will not be judged by the color of their skin but the content of their character…. Free at last! Thank God Almighty, we are free at last!”

In 1964, Martin Luther King, Jr. was awarded the Nobel Peace Prize, the youngest recipient ever. In the next few years, he led marches and protests all across the country, from Selma, Alabama to Chicago, Illinois. His efforts were not always successful and at times even his closest friends began to feel that King was becoming so visionary as to be ineffective. His wife, Coretta Scott King, once said, “My husband was what psychologists call a guilt-ridden man. He was so conscious of his awesome responsibilities that he literally set himself the task of never making an error in the affairs of the Movement.” In the spring of 1968, King was in Memphis to support a strike by garbage workers. He had once said, “If a man hasn’t found something he will die for, he isn’t fit to live.” On April 4, 1968, Martin Luther King, Jr. was assassinated on the balcony outside his motel room.

But while King was assassinated, his movement lives on; its resonance hasn’t lost its meaning. Martin Luther King, Jr.’s genius transcends his lifetime to continue to affect his movement decades later.

Five Surprising Benefits of Waterless Tattoos.

Apr 29

Posted by Michael Crooks in Risk Management, The Marketing Dept, The Sales Dept | No Comments

The car ride was library-quiet despite having a 10 year-old daughter and an 8 year-old son in the back seat. The peaceful respite from the calamity that usually takes place behind me should have been my clue that something was up. But I was enjoying the rare serenity to the point that I was actually lost in my thoughts — until this strange “popping air” sound elbowed its way to the forefront of my consciousness.

Turns out the “popping air” sound was the two of them spitting on a temporary tattoo and themselves and my upholstery in an attempt to apply a water type temporary tattoo. The police officer — to whom I first related this story by way of explaining a series of questionable lane changes I made during my discovery of the happenings in the back seat — agreed with me that perhaps we need to rethink this whole temporary tattoo thing.

The event caused me to look deeper into a new promotional product just introduced at the time called waterless tattoos. My research over the next several months brought to light five distinct benefits of waterless tattoos over the conventional temporary tattoo (CTT) that required water to apply.

Sanitary
By and large, I believe eliminating the need for kids to spit on each other is the single biggest benefit of waterless tattoos. Germs and bacteria in saliva can spread all kinds of diseases from the common cold and the flu to Tuberculosis and Meningitis. Waterless tattoos are heat-activated thus eliminating the need for water — or in the absence of a clean water supply – spit.

Less Mess
Because there’s no water involved, waterless tattoos are less messy. This is a great benefit especially when you have little kids at an indoor event. You don’t have to worry about spills or water on the carpet.

Less Planning
In order to effectively use CTT’s during a promotional event, you must plan for water. With waterless tattoos, water is one less thing for which you need to plan.

Cold Weather Comfort
Application comfort in cold weather is another benefit of the waterless tattoos. Here in Michigan, there’s a nip in the air during football season. It was at one of my son’s games on a chilly Saturday in November, I watched a mom apply a CTT on her kids with a wet paper towel. The cold sorta took the fun out of it for the kids. With waterless tattoos, children enjoy the warmth of mommy or daddy’s warm hand pressed against their cheek.

Positive Image
An important benefit of waterless tattoos for corporate promotions involves corporate identification policies. Because of the way CCT’s are applied, the image and words appears backwards prior to being applied. Waterless tattoos on the other hand, make a better presentation because everything — company logo, picture or wording is right-reading, right from the start. That also makes it easier to proof the artwork. What you see is what you get.

One thing to be mindful of with waterless tattoos regards the fact that they are heat-activated. Storage in direct sunlight, near a high-heat source such as a radiator or in a sun-soaked car is discouraged. When stored at high temperatures the tattoo may adhere itself to the cover sheet. For that reason, storage in a cool place in an airtight container is recommended. If the tattoos will sit around at an outdoor event or in a car prior to distribution, keeping them in an insulated lunch sack or small cooler will preserve their integrity.

I remember as a kid, my friends and I would do just about anything, including behave, for a sticker. Today, temporary tattoos are the stickers of the 2000′s. Kids love ‘em. But as adults, we must recognize that kids will be kids. And as marketers of our brands, companys and events, we need to make appropriate promotional product choices for their sake … and our image.

3 Tragic Mistakes of Green Marketing

Apr 28

Posted by Lorrie Morgan-Ferrero in Innovation and Creativity, The Marketing Dept | No Comments

When I say “green” I am talking about the environmentally conscious consumer, also called “Cultural Creatives” or the LOHAS (Lifestyles of Health and Sustainability) market which includes about 50 million people. If you are trying to reach them, ya gotta go green. They are all about a better lifestyle for the planet over the long haul. They are interested in the environment, personal development, health, alternative therapies, and a sustainable economy. This growing market is relatively untapped. But like Marie Antoinette many marketers rush in and lose their heads. While there are many errors committed make when trying to reach that sector, these are the three worst mistakes made.

Mistake #1: Dull, boring headlines.
It’s hard to keep awake long enough to read the copy in those boring magazines and websites. Headlines like: “Make an impression and you can change the world” “Healthy. Happy. For Real” or “A Natural Partnership”…yawn.
Look – The job of the headline is to cut through the clutter and grab your attention. We are exposed to more advertising in one day than our grandparents use to get in an entire year. You’ve got your work cut out for you if you want to address anybody, and it starts with the headline. Stick with the tried and true attention-grabbing formulas. (Need help? Check out this cool software at www.redhotcopy.com/instantheadlines.com)

Mistake #2: Ignoring long copy.
I know you like to “think” the LOHAS market is just too smart for all that long copy. After all they are made up of wealthy CEOs and soccer moms. Don’t be ridiculous. They are a very educated segment of the population which means they make informed decisions. Just like anybody, when it comes down to making a buying decision, LOHAS want all the facts. Long copy continues to prevail because it WORKS. Now long copy for the sake of being long is plain stupid. You want copy that overcomes objections, makes a solid case, and answers all the questions in the prospect’s mind.

Mistake #3: Not capitalizing on celebrity endorsement.
Ed Begley Jr. is a fixture in Studio City where I live. He has been known to ride his bike to work way before it was cool to look at alternative fuel options. Now he has launched his own environmentally safe cleaning products called Begley’s Best. Ed’s endorsement means something. If you tie a celebrity to a green product, it means instant credibility so you have a much better chance of succeeding in the LOHAS market.
Remember, you can market to the green folks, using many of the same marketing principles you would use for the regular Joe. Come from an authentic position and be respectful. Soon they’ll be showing you the green.

How Conflicts build up, and how to resolve them

Apr 27

Posted by Tony Alessandra in Human Resource Management, Leadership, People!, Personal Development | 1 Comment

Organizational conflict can occur at several levels: between individuals, between groups and between organizations. While we will focus on interpersonal conflict, the principles and ideas discussed here are also valid for inter-group and inter-organizational conflicts.

Conflict typically proceeds through four stages even if each step is not recognized as such. The phases identified by theorist Louis Pondy are as follows:

Phase 1: Latent — When two or more parties must cooperate with one another in order to achieve a desired objective, there is potential for conflict. Latent conflict is often created whenever change occurs. Examples are a budget cutback, a change in organizational direction, a change in a personal goal or value, a new crisis project added to an already overloaded work force, or an expected occurrence (such as a salary increase) not happening.

Phase 2: Perceived — This is the point when members are becoming more aware of a problem, even if they are not sure where it comes from. Incompatibility is perceived and tension begins.

Phase 3: Felt — The parties begin to focus in on differences of opinion and interests, sharpening perceived conflict. Internal tensions and frustrations begin to crystallize around specific, defined issues and people begin to build emotional commitment to their particular position.

Phase 4: Manifest — The outward display of conflict occurs when the opposing parties plan and follow through with acts to frustrate one another. Conflict is very obvious at this point.

As conflict proceeds through the stages, resolution becomes more difficult. People become more locked into their positions and more convinced that the conflict must be a win or lose situation. The ideal is to recognize conflict early and work for a resolution that is a win for each of the parties.

Conflict Resolution Behavior

There are five basic behaviors that will help you resolve conflict in almost any situation you encounter. They will allow you to benefit from positive disagreement without having those disagreements escalate into out-of-control personality conflicts that damage the morale and productivity of the organization. These basics are:

Openness — state your feelings and thoughts openly, directly, and honestly without trying to hide or disguise the real object of your disagreement. Don’t attribute negative statements about the other person to unknown others. Use I-statements and talk about how you feel and what you want. Focus on current specifics and on identifying the problem.

Empathy — listen with empathy. Try to understand and feel what the other person is feeling and to see the situation from her point of view. Demonstrate your understanding and validate the other person’s feelings. Comments such as “I appreciate how you feel” … “I understand your feelings” … “I’m sorry I made you feel that way” … let the other person know that you are sincere in understanding her views.

Supportiveness — describe the behaviors you have difficulty with rather than evaluating them. Express your concern for and support of the other person. Let him know you want to find a solution that benefits both of you. State your position tentatively with a willingness to change your opinion if appropriate reasons are given. Be willing to support the other person’s position if it makes sense to do so.

Positiveness — try to identify areas of agreements and emphasize those. Look at the conflict as a way to better understand the entire situation and to possibly find a new and better solution. Be positive about the other person and your relationship. Express your commitment to finding a resolution that works for everyone.

Equality — treat the other person and his ideas and opinions as equal. Give the person the time and space to completely express his ideas. Evaluate all ideas and positions logically and without regard to ownership.

Conflicts offer many benefits if we can resolve them productively. Healthy disagreement can have a positive, generating effect. As people are forced to work through a problem to its solution, they get a chance to better understand the point of view of others. Successful resolution of small conflicts can diffuse the possibility of more serious conflicts and result in better working relationships.

Use the power of ‘connectors’ to multiply your client growth!

Apr 26

Posted by Jenny Stilwell in People!, Planning, Risk Management, Starting out in business, The Board Room | No Comments

First of all, do you have connectors working ‘for’ your business?

Read each of these statements below, and say whether you agree or disagree with them:

• So many people, especially those with service-based companies, say they have grown their business mostly through referrals. Maybe you have too.

• Mostly, they/you do little to generate these referrals, and they just flow into your business.

• Sometimes, we have to ask our contacts for introductions to specific people they know, or ask them if they know anyone they could refer us to in a particular organisation or industry.

• Some of our contacts and clients are far better at referring new prospective clients and contacts to us than others.

• The good referrers often will refer many new business opportunities to us.

• These people often have great networks, have a lot of contact with different people during the course of their business and personal life. They’re connected to a lot of contacts, and they connect people together. That’s how they refer new client opportunities to you.

• When we receive our new clients, through the ‘connector’ referrals, we look after our new clients.

So far, so good? I’m assuming (and hoping) you agreed with most of those statements. I’m hoping that you know, and have this kind of referral relationship, with at least one connector.

‘6 degrees of separation’ can build your client base exponentially

Let’s look into this a bit further. Keep asking yourself if you agree with these statements:

• We spend as much time and focus looking after our connectors, as we do with our clients.

• We thank and reward our connectors for helping us grow our business.

• We proactively build our network of connectors and potential sources of new introductions and referrals.

If you agreed with most of these statements, you’re doing a great job at growing your new client growth opportunities. If not, you probably need to start building your own network and thinking more strategically about who you know, and who they know.

I use this simple matrix with my clients, to help them leverage off the relationships they have with their connectors, contacts, and clients. It will help you to:

    • Build your network
    • Connect you to more people who you could potentially do business with
    • Focus you on strengthening relationships with key people
    • Be clear about who you have the most positive business relationships with (in both a business and personal sense)
    • Focus on the best-fit relationship building activities for your business
    • Build client growth from new connections and contacts

Follow this 3-step process to help you build your own connector network:

Step 1: Use the guidelines below to help you map out:
• Your direct network – connectors, contacts, your clients, people you know of or may have met once or twice. There are 4 levels.
• Your ‘indirect’ network – The contacts, colleagues, client base etc of your direct network.

Connectors – Your Direct Network

Level 4

    • These people seem to know a lot of people.

    • You are likely to not know them very well, or at all. They could be a friend of a friend.

    • If you target them successfully, you could be connected to a large network of their contacts.

Level 3

    • These people may be connectors, but you have to qualify.

    • They appear to have access to a large network of people.

    • You know them well enough; they could connect you if asked.

    • They may not feel comfortable connecting people.

Level 2

    • These people may have an extensive client network which is complementary to your business.

    • They may not necessarily connect you if you don’t prompt them.

    • If you drew a line from these people to others, the end network would be very large.

Level 1

    • Centres of influence are not only well connected, but well respected. Others listen to them. They may have high profiles.

    • They will refer you to others proactively.

    • They support and promote you.

    • They connect people.

Connectors’ Contacts – Your Indirect Network
Who moves in the same circles as Level 4?

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Who is in the same circles as Level 3?

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Who is known by/works with Level 2?

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Who is closely connected to Level 1 (eg: via Boards)

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Step 2: Identify which companies, specific clients, or people you would like to be introduced to or referred to.

For example, let’s say you’d like to contact the head of Sales at a particular company, and you know that one of your clients does business with this company; ask them if they know who heads up Sales. Alternatively, ask if they could put you in touch with the contact they do have, so you can find the head of Sales via this other person.

Step 3: Ask for an introduction. Make the call/send an email/letter.

This can be a very powerful tool, but DON’T abuse it, and ALWAYS deliver value back to the person who connected you. You have to give something too, that is of value to the connector, and which will continue to grow the relationship you have with that person.

Draw up the Connector Matrix, and give it a try over the next month. See where the Power of Connectors and 6 degrees of separation can take you! Good luck in building your client growth opportunities.

Be Street Smart Every Day

Apr 25

Posted by Tony Alessandra in Excellence!, Innovation and Creativity, Leadership, People!, Personal Development | No Comments

Because street smarts are so important to every part of your life, here is a quick review of the major elements that go into street smarts. Print this list out and keep it with you, for a regular reminder to be street smart every day.

I. Heightened Awareness

A. Trust your intuition
B. Develop perceptiveness and ability to anticipate
C. Size up people quickly and accurately
D. See the big picture

II. Confidence

A. Fake it till you make it
B. Use chutzpa when necessary
C. Believe in yourself – Be confident

III. Healthy Skepticism

A. Don’t believe everything you see and hear
B. Be hard to take advantage of
C. Use your “mental categories” and generalizations to keep you on guard
D. Give people the time and rope to either hang themselves or prove their integrity/sincerity

IV. Resourcefulness

A. Think quickly on your feet
B. Be persistent
C. Be prepared
D. Be flexible
E. Change your surroundings or adapt
F. Surround yourself with experts & contacts

V. Risk-taking

A. Be willing to take risks
B. Minimize the possible down side
C. Cut your losses and get out if you’re wrong
D. Learn by your mistakes

APPLYING Spiritual Genius

Apr 22

Posted by Tony Alessandra in Excellence!, People!, Personal Development | No Comments

Mother Teresa and Martin Luther King were both spiritual giants. While it may seem difficult to see yourself in those terms, there is a lot to be learned from them – a lot that can be applied in your own life.

Spirituality is looking beyond the material dimension of your life and discovering something that’s intangible but very important. I want to emphasize the importance of at least connecting with the spiritual power in yourself – especially because, in the world we live in, that isn’t something that will happen by itself. There’s a reason why you’re here, and you have a spiritual purpose you need to accomplish – one of your life’s most important tasks is finding out what that is.

For Martin Luther King, it was trying to live up to his own standards as leader of the Civil Rights Movement, even while wondering whether he was capable of it. With this in mind, what are the spiritual goals you can set for your own life? What do you want to accomplish at the level of your soul?

Frank’s top ten tips…

Apr 19

Posted by Wayne Berry in People!, The Customer Service Dept, The Sales Dept | No Comments

When I first got into sales there were three companies that absolutely lead the field in training their sales people.

They were IBM, The National Cash Register Company (NCR) and Xerox.

At age 17, I applied to each of them for my first sales job and got “knocked back” by all three of them. However persistence finally paid off and within a year I got my start in sales with NCR.

I learnt so much from NCR and also from sales people who worked for the other two that I was interested to read an article from the Wall Street Journal about how one of Xerox’s “Top Gun Sales People” got to be #1 in the USA. He was the best of the best.

His name – Frank Pacetta and here are Frank’s:

“Top 10 Customer Service Commandments”

Frank attributes much of his success to these 10 Customer Service Commandments.

1.    Prepare customer proposals on weekends and evenings. Never in selling hours.

2.    Never say no to a customer …. everything is negotiable.

3.    Make customers feel good about YOU, not just your product, by sending cards for birthdays and promotions, taking them to lunch, the football, and other outings.

4.    Meet customers requirements, even if it means fighting your own bureaucracy.

5.    Do things for customers you don’t get paid for, like solving invoicing problems.

6.    Know your competitor’s products better than your competitors do.

7.    Be early for all meetings.

8.    Dress and groom yourself sharply so you look like a superior product.

9.    When it’s time to go home …. make one more phone call.

10.    If you stay in the shower for a long time because you don’t look forward to going to work…. find a new job.

I would go along with all of those tips Frank!

Have a great week. Make it a great week.

What are they saying?

Apr 15

Posted by Steve Gray in Leadership, People!, The Customer Service Dept | No Comments

Australia, Sunday the 15th April, travellers returning from Hawaii via one of our local airlines, the aircraft has technical issues so they were held up for up to three days. The overriding issue all travellers  interviewed on TV mentioned was, “They did not tell us what was going on…”

So they were frustrated, many saying they woul d not travel with that carrier again. Seems reasonable I guess.

I appreciate that the view of a few is not the view of all, however the negative view of a few indicates the depth of the organisations communication was not far reaching enough to ‘get to’ these people.

In any situation where customers are under pressure what your organisation does or doesn’t do is critical to how they percieve your organisation in the future.

I always remember being taught the lines “Be Firm, Fair and Friendly with students” while I was learning to be a teacher. A great basic strategy that underpins many things I still do in customer service. Example, does the customer believe I was fair in what I did, friendly enough in delivering my message, and see that I dealt firmly with the situation. I will often reiterate the situation by asking, “Do you think I dealt with the situation fairly in light of the situation?” Their answer will then be the guide I need to know what to do next.

If they say “No, I don’t think it was fair…” then I ask, “How specifically was I not fair?” and get more information. However, if they say “Yes it was” I can then focus on solving the situation and stop the chit chat. Note, I am focussing on their reality and not mine, oh I could argue solidly that I was in the right, and then they would argue back and it could escalate in to world war three.

The aim, to set the guidelines and build on that foundation to provide a solid solution all can work with. I know service issues are rarely easy however with simple guidelines in place your organisation can sail through challenging times with ease and grace.

Things that go bump in the morning

Apr 14

Posted by Steve Gray in People!, Planning, The Customer Service Dept, The Operations Dept | No Comments

It was one of those “lets go out for the weekend” weekends, Friday night see a show, stay in the city, have a late check out and the full on breakfast. That’s where the bump in the morning took place.

The hotel was fine, nicely refurbished room etc, the show was okay and then came breakfast. Hey by now if you have read a few of my articles you will know this was a setting ripe for analysis.

The first thing was the restaurant a long room tables either side, the staff came out a side door and literally bumped into each other near the in and out doors, a bit funny at first, then I realised the situation was to continue, and have a few extras thrown in for good measure.

A young lad (15 yrs or less…) came through with a serving trolley, and all of a sudden left it mid aisle for a while as he headed for the kitchen (customers had to go around it…) another staff member came by and moved it out of the way, the young lad came back to find it gone, and looked about, found it , shrugged his shoulders and went off with it. A bit Laurel and Hardyesque.

The team seemed to be new, they were lost as to what to do, who to hand the order to in the kitchen etc. One staff person came out with a cloth to wipe tables, and put the cloth on a chair and cleared half the table of left overs, while they were away another staff member saw the cloth and took it, walked to another table and started to clear that, and walked off, the first person returns and went to grab the cloth… not there? hmm lost look on their face they clear the rest of the table… Bump whoops, sorry, off they go.

The lad returns with a tray, and is slow on the balancing ac, its a long room and he holds up four people wanting to go through (customers) he veers off to the kitchen… they sigh with relief and charge through.

Two more couples are waiting at the “Please wait to be seated sign” two staff walk by and leave them waiting.

Chances are no one else noticed, chances are no one else cared, chances are no one will make mention, complain etc.

It’s how it is, I know, however its the sort of things (the 1 percenters) that can cause a business to come unstuck, they were a disaster waiting to happen.

Q’s. Where was the leader?, they should (in my view) be at the waiting area, overseeing all that takes place. Where was the system? (As you go out with food, go left first, then when you come in go to the right of the door first etc.)

There are a million other questions that can be asked, however the point is they did things not so elegantly, no so well, not so… strongly.

Get into the habit of evaluting your business, your service, how  you and or  your people do things, how they should do it, what they have as tools to do what they do and make sure they are able to do it unfettered, with ease. Anything less is a disaster waiting to happen.

Creating A Value-Focused Company

Apr 10

Posted by Jenny Stilwell in Excellence!, Innovation and Creativity, Planning, The Board Room, The Marketing Dept | No Comments

Our primary focus is to work with our clients to grow the value of their businesses. It is the value of the business which ultimately delivers wealth and returns to business owners and shareholders.

From a business valuation perspective, there are a number of factors which will influence the value of your business, some of those being:

  • Earnings track record – that is, the ability to deliver sustained financial performance
  • Industry growth
  • Competitive marketplace & your share of the market
  • Customer value, acquisition and retention
  • Product/service attractiveness
  • Ease of operation of your business – inbuilt procedures and systems
  • People – employees, owners, managers
  • Location
  • Assets

It will be far easier to start focusing on those influencers of business value now, than further down the track when you are thinking of selling your business, or a share of it to an investor.

Outside of the financial drivers, there are 3 key drivers of business value which can have pretty much an 80/20 impact on the value of your business. That is, if you focus on these drivers they will create 80% of the value in your business, and the other factors will take care of the remaining 20%.

The 3 drivers which will really build the value of your company are:

  1. Real growth potential
  2. A team that delivers
  3. An enduring competitive advantage

If you take the 80/20 approach again, you will get 80% of your results if you focus on a few key components of each of these value drivers:

Real Growth Potential
The creation of real market growth potential can come when you:

  • Get in early to a growing market
    eg: mortgage choice brokers
  • Take market share from incumbent suppliers
    eg: B2B (Dell), B2C (Pepsi)
  • Duplicate your business model
    eg: Franchise, license, new markets
  • Find & own a niche
    eg: Apple Mac – schools, designers, iPods
  • Develop demonstrable growth paths for customers/clients
    eg: Banks – cards, savings accounts, business accounts, mortgages, loans, overdrafts, second cards, etc etc.
  • Expand your market (scope)
  • Market diversification (eg: alcoholic drinks into soft drinks)

A team that delivers

  • A team that delivers is one that can execute the business strategy and take the company closer to its vision.
  • There are many models of leadership, team empowerment and motivation, and creating high performance teams.
  • The 3C model is one which advocates that leaders need to Challenge their team, build Confidence, and Coach them.
  • Building a Culture which attracts the right sort of people to your organisation is also important.
  • Attracting, inspiring, challenging and mentoring also have their roots in the vision a company has for its future, its purpose and its values.

These are all fundamental foundations in building a team that can deliver results and build value into the organisation.

An enduring competitive advantage

  • Common references are to ‘sustainable’ competitive advantage, but you can’t ‘set and forget’ your competitive advantage. In order for your market competitiveness to endure, it needs to be based on innovation, adherence to the discipline of adding value to customers, and understanding market dynamics.
  • Some of the ways to create exciting growth potential, outlined above, also result in enduring competitive advantage. Think of the most enduring competitive advantage example of all: McDonalds.

Focus on how to create real growth potential for your organisation, how to build a team that delivers, and how to create an enduring competitive advantage, and you will have created a highly competitive value-focused company.

Sell More Online By Offering a Big Fat BONUS!

Apr 5

Posted by Alexandria Brown in The Marketing Dept, The Sales Dept | No Comments

I don’t know about you, but I secretly love watching infomercials. I enjoy dissecting how they sell, how they get people excited, how they entice people to take action now and pick up the phone and order something they completely don’t need!

As you know, these programs always offer a huge bonus or multiple bonuses for people who buy. Often the bonus is worth even more than the featured product itself. You know what I mean… they’re selling you a little vegetable chopper, but they also throw in a blender, toaster, and coffeemaker!

Why do they do this? Because it makes the offer completely irresistible. The prospect thinks, “Jeez, I’d be crazy not to buy this right now!”

The same strategy works extremely well online too. Using BONUSES is also a great way to add more value to your program or package, enabling you to raise your price point. And you don’t have to spend any money creating your bonus products if you don’t want to.

Here are 7 ideas to get you started offering a bonus ASAP:

1. Special Report
Think of some information that relates to what you’re offering that would be very helpful for the customer. Exciting titles with numbers are shown to work best, like “31 Easy and Fast Ways to Get More Clients” or “5 Mistakes Most Families Make When Choosing a Puppy.” Write it in Microsoft Word, format it so it looks nice, and then use Adobe Acrobat to save it as a PDF file for easy downloading. (Be sure to promote your business and website in there too – remember it may get passed around.)

2. Resource List
Compile a list of your personally recommended resources, websites, books, and vendors that are related to your product or service. You can set this up as a PDF file as well, or create a password-protected area of your website that customers and clients can access. Example: One bonus that comes with my Boost Business With Your Own Ezine system is the “Ezine Queen Private Resource Library.” It’s simply a select collection of links to websites and tools that can help my customers grow their lists and run their online businesses.

3. Checklist
Are there any checklists that would be a good tie-in to what you offer? That help people do what you’re teaching them to do, better or easier? Example: I have a program called “Insider Secrets to Making Money With Teleseminars,” and one of the bonuses is the checklist that I myself use when I plan any teleseminar event! My customers love it because it makes it super easy for them.

4. Collection of Articles
Hopefully you write articles or tips on a regular basis for your own ezine or newsletter, and you may even have them posted at your website as well. Why not package your favorites into a PDF document and title it your “Top 10″ or “Best of” collection?

5. Action Guide
Look at the principles, strategies, and tactics you teach in your program, and put together a separate guide to help the user do assignments, stay on track, and document her progress. (Some marketing experts say calling it an “action guide” or “success journal” is better than “workbook,” because “work” can subconsciously deter people.)

6. Audio Class
Record a 60-minute audio introduction or orientation to your program. If you already offer a free introductory teleclass or do live speeches, you can simply record that. Offer it online as an MP3 download, or even better, let people listen right from the website. (You can see exactly how I set mine up here.)

7. Consultation With You
A consultation is a great bonus to offer, for several reasons. First, it lets you get to know your customers better and hear the questions they ask and issues they face. This will help you further improve your products and services to offer what they want. Second, it’s a great opportunity to upsell these folks to a higher-priced program at the end of the call. For example, if they enjoyed the advice you provided on the call, they may be interested in your six-month coaching program. Don’t fear that everyone who buys your product will actually take advantage of your free consultation – they won’t. When I got started, I offered a free 30-minute consultation to all purchasers of my Boost Business… system. I estimate that less than 20% of the people who bought it actually scheduled a call with me.

Digital or Physical?

I’m a big fan of digital bonuses because they cost nothing to create and there’s no packaging or shipping involved. But of course you can also go with physical bonuses, especially if you’re already shipping the main product to the customer anyway. My Boost Business… system is a physical package that we ship, so we add in a 2-CD program that teaches people how to get more sales from their ezine. It’s simply a recording of a great teleseminar I did about two years ago.

If you’re offering printed material as a bonus, don’t go crazy spending a ton of money making it look great. “Good” is okay! A simple report that you have printed and bound cheaply at a copy shop is fine. Remember that people are paying you for the information you provide.

What’s most important is the cover — even if you only produce a digital report or audio product, having a graphic of it will help increase your response and make you look more professional. I use and recommend Killer Covers.

Give Your Bottom Line a Bonus This Month

So get YOUR bonuses in gear! Make a note of how your sales have been so far, and then add some bonuses and watch the numbers rise.

The Best of Dr. Tony Alessandra

Apr 5

Posted by Tony Alessandra in Leadership, People!, The Board Room | 1 Comment

Enjoy this compiled list of “Tonyisms” with your morning cup of coffee!

- To achieve more and better results, more resourcefulness is as important as more resources.

- Anything in excess is a poison.

- One of the problems with the future is that good things always take longer than they should, whereas bad things happen right away.

- The difficult part of problem solving is anticipating the problems that the solutions create. If you don’t understand the problem, a successful solution is just an accident.

- In some circles, after all is said and done, more is said than done.

- The race may not always be to the swift, or the battle to the strong, but that is the way to bet.

- Much changes, but more abides. Things change rapidly, but not often instantaneously. Things happen suddenly only to people who have been inattentive.

- Experience comes from what we have done; wisdom from what we have done badly.

- The world is run mostly by emotion and justified by calculation.

- Increasingly, it is more important to act fast than to think correctly about tomorrow, because what one must act on is what is already in the process of happening.

- The more you promise, and the more reliably you regularly deliver on your promises, the more people are likely to believe you. The more they believe you the more they trust you.

And, most important: “He who invites, pays.”

Promotional Marketing: Choosing The Right Type Of Product

Apr 4

Posted by Michael Crooks in Risk Management, Starting out in business, The Marketing Dept, The Sales Dept | No Comments

As marketers and businesses seek to promote themselves, their products or events, they need to think through the promotional products they use in their promotions. While they need to consider the positives, they also must explore possible negatives. A product that may seem like a sure-fire hit may actually turn into a public relations problem. Take Temporary Tattoos for example.

It’s no secret that kids love temporary tattoos. They’re the “stickers” of the 2000’s. And on the face of it, temporary tattoos and kids are a perfect match. In a retail setting, give the kids a couple temporary tattoos to keep them busy and you can effectively have a conversation with the parents. At festivals and other public events, if you hand out temporary tattoos to the kids, it’s like having 100’s of little billboards running around with your logo on their forehead, cheeks and hands.

The downside is, most temporary tattoos require water to apply. That’s not a problem when there’s a supply of clean water handy. But when kids don’t have access to water, they use the next best thing … their spit. Therein lies a health concern.

Germs and bacteria in saliva can spread all kinds of diseases from the common cold and the flu to Tuberculosis and Meningitis. While one solution is to take away the temporary tattoos … an alternative is Waterless Temporary Tattoos.

Because they don’t require water to apply, waterless temporary tattoos eliminate the need for kids to use their saliva when there’s no water available. That greatly reduces the spread of saliva-related germs and the mess commonly associated with applying temporary tattoos.

Because of their sanitary issues and ease of use, waterless tattoos are quickly finding a following within such organizations as the March of Dimes (MOD). A Michigan MOD chapter began using them for their walkathon in the fall of ’06. Word quickly spread within the organization. Currently, the MOD uses waterless temporary tattoos in 12 states.

Another example of a fun product with potential for calamity is flying plastic disks (FPD). Many companies manufacture or otherwise offer FPD’s for the promotional market. On the face of it, most people see little harm in throwing the disk back and forth with a friend or perhaps teaching your dog to make spectacular catches in mid-air. The problem is, not all plastic flying disks are the same.

Many of the most inexpensive are made of plastic that can splinter when broken. If, as a promotional item, the FPD’s are intended for children or the pet market, physical harm can come to a child who falls and breaks a FPD or to a dog that breaks one while biting it.

On the other end of the spectrum, the more expensive flying disks are made of a more pliable plastic that may tear and become deformed through rugged use — but will not break and splinter.

One way to avoid possible problems is to test samples of products you are considering for use in your promotional marketing campaigns. Role play with the product, use it, play with it and attempt to uncover the negatives. Can the product be used in a way other than its intended purpose?

Several years ago a popular kids fast food chain changed the design of their coffee stirrers after it was discovered that drug addicts were using the spoon-like stirrers … to snort cocaine. Not exactly the publicity the company wanted.

Probably the best way to avoid problems is to consult a local promotional marketing or advertising specialties professional. These knowledgeable people can provide valuable insight and steer you toward products that will serve your best interests.

When the purchase is based solely on price or without proper thought … the results can be undesirable at best. However, with a little guidance, thought and sampling … products such as temporary tattoos and flying plastic disks can be used safely and effectively to promote your company or event.

Can thoughts really create your future?

Apr 2

Posted by Debbie Carr in Excellence!, Innovation and Creativity, People!, Personal Development, Starting out in business, Uncategorized | 1 Comment

You bet! Can I create a million dollars by sitting on my backside and meditating each day? No way!

With all the hype about The Secret and the Laws of Attraction, there have been many people jumping on the bandwagon to make a quick buck. All of a sudden there are experts in abundance thinking appearing everywhere. I like to consider myself as one of those people except I am not foolish enough to talk about something I have not experienced results with – and I am talking about in the real world, not some massive internet marketing expert.

In 1987 my late brother told me about affirmations “everything you think becomes your reality” he said. I noticed at the time that when I concentrated my thoughts on happy positive things, I was happy and people smiled at me constantly. I have also experienced the Law of Attraction working its magic in the reverse i.e. whenever I have had doubts about myself and worried, I got more of the things I worried about. If you were to sit back and think about this with regards to your own life, I am sure you would find the same thing.

Let me explain how the Law of Attraction really works. Firstly, words alone won’t change things for you but they will help you feel better, if you constantly think happier and more positive thoughts. Feeling happy is what attracts more into your life of what you want. Feeling bad attracts into your life what you don’t want. Put simply if you concentrate on your doubts, insecurities and your problems you will FEEL terrible, hence you will get more of what you don’t want because that is where your thoughts are focused. Like attracts Like.

Try this experiment for just two weeks. Every time you worry about your business or something that you are not happy about, concentrate on something you would like. Erase all doubts and worry from your mind just concentrate on something you would really like. It’s not easy to do this, you have to make a commitment to yourself and believe in yourself. Whenever you start to feel a doubt you have to erase it immediately and think and visualize of what it feels like to be in the place you really want to be.

What happens when you apply these laws of attraction is; that you start to meet the right people, you start to have creative ideas, you are in the right place at the right time and hence you start to grow your business, your career improves or some other great positive change happens.

I have been to the edge of despair and back many times. Firstly with my brother committing suicide, my marriage failing, being diagnosed with Crohn’s Disease, finding out one of my other brother’s baby isn’t really his and struggling to build my business which was far harder than I had ever anticipated. There were times I just wanted to walk away from it, when I didn’t want to wake up in the morning, but once I really started using the laws of attraction, things changed dramatically.

I will put this to you in a nutshell. What you worry about makes you feel bad, the bad vibrations attract more of what you don’t want. If you are worrying try and change your thoughts to feeling what it would be like to experience your desire. Maybe you are in business and want it to take off. How does it feel when it has taken off? What do you see? Where are you? How many staff do you employ? Who do you meet with? How many customers do you have?

Please do not be fooled into thinking that you will win the lottery or some miracle will just appear. If you really use these laws, things will happen to you and at first you will think it is coincidence, but you will soon learn that the things are happening because of your own positive mental attitude. This is not some New Age waffle either, it is a proven science.

Some tips to help you stay in an abundance way of thinking:

(1) Write out I AM statements. This is very powerful. For example, I am driving my brand new Peugeot 207cc, green in colour with a black leather interior. I feel the sun’s rays on my face as I drive with the top down. I AM feeling exhilarated and happy, feeling and hearing the wind rush by as I drive up the coastal road, on my way for a week-end in the vineyards . Statements like this are descriptive, and you can FEEL what it is like in your vision.
(2) Have a vision board – get a board and stick pictures of all the things you want and look at it whenever you can. Every time you look, make sure you feel like you already have it.
(3) Jump at opportunity. Once you start using these laws opportunities will be given to you all the time – seize and act on them.
(4) You still have to work at it – $1,000,000 isn’t going to magically appear whilst you are sipping cocktails in the hammock.
(5) Read! Every day, read everything you can on these laws. Try this free e-book to start with As A Man Thinketh
(6) Don’t give up! It’s hard going to keep your thoughts on what you want when the chips are down. Don’t stop.

If you would like to learn more about these laws of attraction visit www.coyote.com.au and go to the motivational products page.

How do I know these Laws work? Here is just one example how it has worked for me. How much do you value your health? If you were diagnosed with a debilitating, incurable disease what would you do? Would you say to yourself “Oh woe is me, I am sick, I can’t work any more, I have an incurable disease”. Or would you, like I did, say “Oh, well I will keep really fit and that disease won’t bother me”. Now you can see how powerful the law of attraction is. I chose the first option.

Creating Employers of Choice.

Apr 1

Posted by Steve Gray in Human Resource Management, Innovation and Creativity, Leadership, People!, Planning, Risk Management, The Board Room | 1 Comment

With a shrinking job market and an aging workforce there are higher levels of competition for workers in the western world than probably at any time in our history.

How then will employers handle this situation and create workplaces, which employees will love to work in, be delighted by the work they do and generally be passionate about their job choice?

It’s easy to be in the outside looking in and offer possibilities to the employer, but in reality tight budgets, limited resources and often seemingly inflexible management practices make this process a challenge to be reckoned with.

Firstly lets take a look at some of the possibilities and then discuss how they might be implemented. Remember that a shrinking workforce means less people to do more of the work, so finding people to tackle these tasks may well be a solid challenge and one that needs dealing with now and not later.

  1. Formal and informal training – From on the job informal training that takes place on a daily basis to formal classroom training, make it useful to the business first up but in time it may be useful to offer the team other personal training that they can focus on without thinking about a job related outcome e.g. personal development training. From the induction program and beyond the aim may be to build a positive sense of belonging in the organisation.
  2. Flexible work hours – Many mature aged workers may not want to work a full time slot, but look to be involved in a workplace on a part time basis so they can enjoy a greater work life balance. With a shrinking workforce, remember they will be looking for the employers that suit them, not the other way around, so the focus then becomes one of lifestyle choice, rather than job choice.
  3. Great Conditions  - After all who wants to work on a place where the toilets need an overhaul, the lunch rooms microwave has formed a biological growth that has not yet been classified and the office is as inviting as a prison cell. It’s simple, and need not be expensive if you can clearly demonstrate that it is a work on progress then you will have a better chance of keeping them on board. Also work on the psychological conditions to ensure they are healthy, inclusive and team oriented to ensure the right people are leading more of the right people to create a legacy of excellence.
  4. Community Minded – At the top end this is could be a company offering staff for free, while they pay them, or a big donation to a community group. On a smaller scale it could be supporting a community venture by al putting in small donations and measuring the results. This sense of connectedness indicates a caring approach to the wider community and not just a profit-taking grab by management. Often staff look for a sustainable approach being taken by your business so they can feel their normal job is making a positive impact on the community.
  5. Clear Values – All organisations have values (things they care about) some know them intimately and publish them; others have them but don’t know it. Discover the things that are important and find ways to explore them with the team and bring them to fruition in a way that counts for the team.
  6. Develop a Sense of Ownership – Involve the team in discussions on how the organisation is going, what should be in the business and or strategic plan. Consider 360-degree feedback loops to develop things further. When they are “Co-owners” they are less likely to walk away. Other possibilities can include surveys and focus groups, peer support, buddy systems and the like.
  7. Rewarding Work – Probably the most obvious point of the lot. It can be easy to give a person a job and walk away, but if you take a coaching or mentoring role with the person you can assist them to have input into developing the role so they can have a solid sense of fulfillment.

So that’s the list, NOTE I have not listed wage rises as an incentive device for staff. Researchers have often found that productivity goes up for a while and the effect often fades in time. Also this is not a definitive list, but intended as a starting point for your organisation to build from. With the above points, may I suggest you take the headings and jot down bullet point ideas on how you might develop each of these to suit your business situation. Of course you will have involved the team in this process, so getting ideas on how to implement them should be just as easy as involving them.

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