Silver Fox Advisors Lunch Learn Leadership is the

Silver Fox Advisors Lunch & Learn Leadership is the solution: especially today. • Lane Sloan • Bruce Anderson • Bill Spitz • Carl Wilson

“Managers are people who do things right, while leaders are people who do the right thing. ” Warren Bennis Actions Lead to Habits Principles Guide Actions Respect Accountability Habits Lead to Character Integrity 1. Character Leads to Creating Your Destiny 1. Turknett Leadership Group 2. 2. Lars Harrison

The Extraordinary Leader Zenger & Folkman Build on your Strengths Leading Organization Change Focus On Results Character Personal Capability Interpersonal Skills Fix Fatal Flaws

Situational Leadership usly o e ltan imu S s tage React S e ag ct vs. n a t M Proa Mus Mid Term Short Term Manage for Brand, Culture, Reputation Long Term Manage the vision Sustain vs. Transform Lead vs. Be Led (Servant Leadership) Manage for Value Return vs. Invest Achieve vs. Train Survive vs. Grow Task vs. People

Evolving Nature of Leadership Industrial Revolution Focus Sequential & Linear Process Time & Motion Action Reacting Mindset Change by Exception Management Style Autocratic & Hierarchical Information Revolution Real Time Data Flow & Virtual Acting Change is Constant Consultative & Participative Molecular Revolution Altering Nature Designer Pro-acting Change accelerating & less predictable Meta- visionary Lane Sloan

Leadership Development A Function of Adult Development Bruce M. Anderson Thinking Partners, Inc.

Adult Development • We continue to develop after childhood. • These adult stages of development involve an increasing awareness and consciousness and at some level it is hidden from us. It just evolves. • At a particular stage of development, we don’t see the next stage. We are stuck in our world view and the way things should be done. • We only get to “see” the previous stage until we have gone to a “higher” stage. • This a huge factor in understanding the development of leaders

Leadership Developmental Levels Expert 45% Supervisor Achiever 35% Heroic Manager Less Catalyst >5% Co-Creator >4% >1% Post Heroic Leader Servant Leader Self Awareness More Synergist Holistic Leader More Control Less Team Orientation No Team for Buy in Team for ideas Team for Strategy Inspires While Flexible Frame of Reference Egocentric Ethnocentric World Centric

Leadership Strategies For A Growing Business In Tough Times Presented By William J. (BILL) Spitz 14 Greenway Plaza , Suite 29 F, Houston, TX 77046 713 -552 -9791 FAX 713 -552 -9792 email Bill@Williamspitz. com

Satisfaction Alone Is No Longer A Guarantee That Customers Will Come Back. We Must Develop Customer Loyalty!

Have You Ever Calculated What It Costs To Get A New Customer? n n All Marketing Costs? All Sales Commissions And Salaries? All Sales Development Costs? All Start Up Costs? William J. Spitz Silver Fox Advisor

Have You Ever Calculated What Customer Turnover Costs You? William J. Spitz Silver Fox Advisor

Have You Ever Figured Out How Little You Make On A One Time Sale? n Compared To The Increased Profit You Make On A Repeat Customer? William J. Spitz Silver Fox Advisor

One Time Customer Is Satisfied n Not Angry n Bought And Paid For Products/ Services n Don’t Come Back! n William J. Spitz Silver Fox Advisor

Lured Away By Competitor Because That Customer Never Became A Loyal Customer Of Yours! They Defected! They Simply Went Elsewhere! William J. Spitz Silver Fox Advisor

Measurement Is The Key To Understanding The Impact Of The “ Loss Of No Return” William J. Spitz Silver Fox Advisor

Compilation Case Histories Of My Business n Case Histories Of Others n Harvard Business Review Article Entitled “Zero Defections: Quality Comes To Services” By Frederick E. Reicheld & W. Earl Sasser Jr. n Work Done By Prestigious Research Organizations. n William J. Spitz Silver Fox Advisor

The Same Basic Concepts, Methods, Techniques Can Be Used By You! William J. Spitz Silver Fox Advisor

Let’s Go Back To The 80’s Manufacturing Executives Looked At Their Scrap Heaps And Realized -Poor Quality Was Expensive! William J. Spitz Silver Fox Advisor

Harvard Article “Quality Is Not Just An Integrating Slogan, But The Most Profitable Way To Run A Business” William J. Spitz Silver Fox Advisor

“Continuous Improvement In Service/Quality Is Not A Cost But An Investment In A Customer Who Generates More Profit Than The Margin Of A One Time Sale William J. Spitz Silver Fox Advisor

Executives Can Therefore Justify Giving Priority To Investments In The Service/ Quality Vs. Things Like Cost Reduction” William J. Spitz Silver Fox Advisor

“ Zero Defects Was The Guiding Light And The Quality Movement Took Off ” William J. Spitz Silver Fox Advisor

Service Companies Have Their Own Scrap Heaps. Customers Who Will Not Come Back William J. Spitz Silver Fox Advisor

Service Company Executives Began To Strive For: Zero Defections n Keeping Every Customer That Could Be Served Profitably n William J. Spitz Silver Fox Advisor

Resulting In A Surprisingly Powerful Impact On The Bottom Line William J. Spitz Silver Fox Advisor

Harvard Research Found" Companies Can Boost Profits By Almost 100% By Retaining Just 5 % More Of Their Customers. The Longer A Customer Stays With You The Higher The Level Of Profit They Bring. ” William J. Spitz Silver Fox Advisor

n Can We Count On Continued High Growth? n Sooner Or Later Cycle Will Change n Will You Be Prepared? William J. Spitz Silver Fox Advisor

Harvard, “It Is Common For Business To Lose 15% - 20% Of Its Customers In A Year. William J. Spitz Silver Fox Advisor

Simply Cutting Defections In Half Will More Than Double The Average Company’s Growth Rate. ” William J. Spitz Silver Fox Advisor

I Was Very Lucky I Had A Mentor For Over 16 Years William J. Spitz Silver Fox Advisor

His Impact! William J. Spitz Silver Fox Advisor

The Caveat He Gave Me In The Early 80’s n n n Before The Houston Depression Before The Oil Bust Before “Zero Defections --” When Houston Was Riding High Other Parts Of Country Suffering William J. Spitz Silver Fox Advisor

“Times May Not Be Bad In Houston Yet” I Can See From Reports You’re Too Satisfied! You Are Losing Your Edge! William J. Spitz Silver Fox Advisor

Can Your Customers Be Lured Away By Hungry Competitor? Now While Things Are Good You Need To Build A Loyal Customer Base Basics, Blocking And Tackling William J. Spitz Silver Fox Advisor

Hank Moore Service is Presently At An All Time Low And Getting Worse

Be The Best At What You Do!! Make Sure Your Customer Is Aware Of That Fact William J. Spitz Silver Fox Advisor

That Advice Was Pure Gold! Carried Us Through Toughest Time Houstonians Had Ever Experienced William J. Spitz Silver Fox Advisor

n Leadership Team Meeting - Reduce Losses To 5% Per Year. n Resulting Enormous Impact On Our Profits William J. Spitz Silver Fox Advisor

Develop An Action Plan To Be The Best At What We Do Make Your Service Memorable n Ask Client What Can We Do To Serve You Better? n “Help Me With Market Research. ” Very Important n It Worked Like A Charm n William J. Spitz Silver Fox Advisor

“ Retain The Gain” King On Throne Message: Customer Is King n 8 1/2 x 11 Posters n 2” x 2” Stickers Everywhere n William J. Spitz Silver Fox Advisor

Story That Had Huge Impact On Me And On My Business Career. How’s Your Business? William J. Spitz Silver Fox Advisor

I Redoubled My Commitment To Be The Best At What We Did And To Build A Loyal Customer Base William J. Spitz Silver Fox Advisor

It Was Time To Have A Meeting With All Of Our Employees To Discuss The Future Of Our Company William J. Spitz Silver Fox Advisor

Raise The Bar Take Additional Steps To Improve Level Of Service n Measure Actual Number Of Complaint Calls n Count Each And Every One n Rechecks n William J. Spitz Silver Fox Advisor

You Are All Volunteers William J. Spitz Silver Fox Advisor

You Are Bill Spitz Live Up To All Commitments No Matter What It Takes William J. Spitz Silver Fox Advisor

How This Program Helped Us To Retain A Major Customer William J. Spitz Silver Fox Advisor

We Were About To Embark On A New Marketing Program

Skilled Market Research CO. n Phone Contacts - Focus Groups n Final Report - Huge Book n Bottom Line “ Your Customers Are Fiercely Loyal” n William J. Spitz Silver Fox Advisor

n Reflected On Our Customer Retention Program n Significant Increase In Profit Over What We Used To Consider OK n We Grew During Depression n Many Benefits Having Zero Defections And Building Customer Loyalty William J. Spitz Silver Fox Advisor

What Does It Take To Achieve Customer Loyalty? n Pay Attention To What Is Important To Your Customer! n What You Think & What I Think May Be Terribly Unimportant n Find Ways To Listen To Customer William J. Spitz Silver Fox Advisor

Challenge Your Assumptions n Probe Deeply - Customer Concerns n How To Get Beyond Satisfaction? n What Do Customers Value Most? n William J. Spitz Silver Fox Advisor

Message Factors, Inc. Research Company “If You Are Not Hearing Voices You Are Crazy! William J. Spitz Silver Fox Advisor

If You Are Not Listening To Customers, You Can’t Know What They Expect. What They Value, What They Could Live Without William J. Spitz Silver Fox Advisor

Your Customers Will Tell You How To Keep Them Loyal And How To Persuade Your Competitors Customers To Become Your Loyal Customers As Well William J. Spitz Silver Fox Advisor

This Information Allows You To Allocate Your Resources Accordingly” William J. Spitz Silver Fox Advisor

Focus! Focus On What Part Of What You Do Is Most Important To Your Customer n Example: Clean Truck - Uniform n Most Important - Be On Time n Get Back To Work, Or Car Pool, Or Whatever n William J. Spitz Silver Fox Advisor

Deliver What Customer Wants n You May Not Be Providing What Is Most Important To Customer n Of All Things You Do, Find Out Which Is Most Important To Client William J. Spitz Silver Fox Advisor

Start To Measure Defection Rate n n Different For Every Business Information - Trade Association As CEO What Is Acceptable ? Compare Yourself To Best William J. Spitz Silver Fox Advisor

Your Defection Rate Will Not Get Any Better If You Don’t Measure William J. Spitz Silver Fox Advisor

Develop Relationships n Loyalty And Retention n Technician Jimmy William J. Spitz Silver Fox Advisor

Understand The Difference Between Customer Loyalty & Customer Satisfaction William J. Spitz Silver Fox Advisor

Customer Satisfaction: Everything Was OK n Nothing Special n Not Unhappy n May Return If Convenient n William J. Spitz Silver Fox Advisor

Loyalty Is: n I Love The Service n n n You Have Added Value To ……. Everything Was Better Than Expected I Will Come Back I Will Tell My Friends Described “The Pursuit of Wow!” William J. Spitz Silver Fox Advisor

Market Research Not Identified On A Scale Of 1 to 5 At What Point Will A Customer Become Loyal? William J. Spitz Silver Fox Advisor

Result: Only At 5! William J. Spitz Silver Fox Advisor

Capitalize On Your Strengths! Can You Compete With The Big Guys? Advantages: Closer To Customer n Communicate Directly n Ability To Respond In Way To Promote Loyalty n William J. Spitz Silver Fox Advisor

If And When There Is A Problem You Have A Special Opportunity To Create Loyalty. When Something Needs To Be Fixed, Replaced Or Repaired Do It With A Smile! William J. Spitz Silver Fox Advisor

n Do It Quickly n Give Reward For Inconvenience William J. Spitz Silver Fox Advisor

Small Companies Can Run Circles Around Big Organizations - Bureaucracies n n n Bureaucracies Lose Creativity Not Nimble Slow To Respond Do Not Engender Loyalty Example: Photos William J. Spitz Silver Fox Advisor

Guarantee Your Work Our Guarantee Was Unconditional, Money Back n Customer Was The Sole Judge n Complaints Resolved Immediately n William J. Spitz Silver Fox Advisor

n “Thank You For Bringing This…” n “You Have Done Us Great Favor. . n Then Do It! n Real Differentiation! William J. Spitz Silver Fox Advisor

Have You Ever? n “It Is Not My Job” n “ I’m Doing The Best I Can” n “You Will Have To Talk To Another Department……” William J. Spitz Silver Fox Advisor

What Does It Take? What Must We Do? n Begins With Clear Vision Of What You Want Your Organization To Be n You Must Articulate To Your Entire Organization William J. Spitz Silver Fox Advisor

Statement Of Purpose Tell Your Team Why You Exist William J. Spitz Silver Fox Advisor

We Were In The Business Of Protecting The Health & Property Of Our Customers Without Endangering Our Environment William J. Spitz Silver Fox Advisor

Core Values That Are Changeless And Inviolate Of What You Stand For Integrity, Ethics, Commitment To Achieve Customer Loyalty William J. Spitz Silver Fox Advisor

Example: Mastercare In Part “To Provide The Service Buying Public With A Superior Buying Experience That Will Encourage Them To Return Willingly And To Share Their Experiences With Others” William J. Spitz Silver Fox Advisor

Example Don Grogg n Core Value: Deliver On Time No Matter What It Takes William J. Spitz Silver Fox Advisor

There Are Essential Basics That The Team Must Understand In Order To Reach The Pinnacle Of Customer Service Resulting In Customer Loyalty William J. Spitz Silver Fox Advisor

Clearly Enunciated So That They Become An Integral Part Of The Company Culture In Order To Achieve Desired Results William J. Spitz Silver Fox Advisor

Must Select Quality People Who Can Carry Out Your Vision n Attitude Brain Power Commitment William J. Spitz Silver Fox Advisor

Training n Absolutely Essential n Some Say It Costs Too Much n Pay Me Now, Or Pay Me Later n Prevents Loss Of Customers n Motorola William J. Spitz Silver Fox Advisor

Customer Selection n Target Customers Willing To Pay For Your Superior Services, Profitably! William J. Spitz Silver Fox Advisor

Watch The Door n Telephone n Your Call Is Important To Us n Create An Alert System William J. Spitz Silver Fox Advisor

Example: n Railroad Loss Part Of Business William J. Spitz Silver Fox Advisor

If Customers Defect ‘Bring ‘Em Back Alive’ n Swat Team - Convince Them To Stay n Example: Food Plant William J. Spitz Silver Fox Advisor

If Unable To Retain Benefits Are Still Available n n Gather Information And Insight As To Why Customer Is Leaving Get A View Of Your Business Not Available From Those On The Inside n Early Warning System-Prevent Others From Defecting- Improve Your Score William J. Spitz Silver Fox Advisor

n Feedback - Concrete, Specific, Relevant, Not Hypothetical n Understanding Why Is Important n Need Someone Skillful At Probing William J. Spitz Silver Fox Advisor

Defections Can Help Companies Decide Which Service/ Quality Investments Will Be Most Profitable n Should You Invest In Computerized Cash Register Or A New Phone System? William J. Spitz Silver Fox Advisor

n Which Of These Two Will Address Most Frequent Causes Of Irritation And Possibly Defection? William J. Spitz Silver Fox Advisor

Questions? Or Your Case Histories Showing Value Of Loyal Customers William J. Spitz Silver Fox Advisor

Leadership in Action Carl Wilson cwilson@silverfox. org

“There are no extraordinary men, just extraordinary circumstances that ordinary men are forced to deal with. ” Admiral William F. Halsey

Planning Organizing Perspective Purpose Strategizing Process Measuring Executing P OE MS TM

Economy Market Culture Technology Strategizing 92 58 30 To Slide 10

Marketing/Ops/Finance Plans/CRM Summary Strategic Plan 12 month Perpetual Forecast Formal Delegation & Follow Up Planning Create a Profit Equation Commit to a 30% Sales Increase Maintain Current Personnel Level Establish Incentives

Organization Charts Job Descriptions Process Flow Diagrams Action Logs Organizing Top Grade Personnel Document Delegation Process Cross Train & Motivate Personnel

Summary Strategic Plan Formal Delegation/Follow Up A Clear Inspiring Mission Executing Initiate Weekly Progress Meetings Increase Sales/Reduce Costs/ Improve Margins/Cash Position Create a Flawless Profit Process

Monthly Financial Statements Industry Statistics Salary Surveys. Key Profit Indicators Measuring Contacts/Inquiries/Quotes Average Sale Value Prospects/Customers/Clients

Strategizing ?