“The Company Who Owns the Voice of the Customer Wins.”
This short video from Leadership Thought Leader and Author, John Spence, is well worth watching (Link here). I have recently facilitated “Voice of the Customer” sessions for a number of our clients and it is a powerful tool for changing the approach of teams as to how they deliver products or services. To be clearly told what you do well, what sucks and what you can do to get more business or to get even closer to the users of your products is absolute gold. Have a watch of the video and let me know if it was of value and what you thought.
The view from the Results Group main board room in downtown Auckland. Time for a beer or two with clients last Thursday after work.
“In the absence of clearly-defined goals, we become strangely loyal to performing daily trivia until ultimately we become enslaved by it.” -Robert A. Heinlein
Isn’t that the truth. I come across people & businesses most days who in the absence of good strategic goals, actions and focus live in a chaotic world of business as usual. Business as usual is the biggest enemy of execution……actually getting important stuff done. Make the space for some good effective planning, think bigger picture and define what you are trying to create and then go like hell to implement it. Along the way there will be trials, learnings and changes but something cool will happen.
Just do it!
Had a client today lose a lot in a building fire. It is a good reminder to have good business interuption and income protection insurance. Up and running almost immediately. There are enough decisions to make, problems to solve and staff to keep employed without the added stress of an insurance problem or worse……none! Thats the immediate stuff starting to get under way.
With a good strategic plan (as we saw during the earthquake) and a team that is engaged with it a company can quickly update the immediate actions that need to occur and alter the tactics if required. The company quickly then realigns and does what is needed.
Times like these are full of uncertainty and tough decisions but they can also pull a team culture together if there is good communication and strong leadership.
I love this quote. I was recently reviewing a clients strategy. All the directors in the room were happy just to settle for average rather than have some difficult discussions that would address the problem. I had to challenge them on it and whilst it caused some conflict it was productive conflict and led to a valuable conversation. Sometimes you need that to get a great result.
Business Execution for Results
A great read written by Kiwi Stephen Lynch who for many years has been the Operations Officer for RESULTS.com. A clever and awesome mate who writes blogs, growth tips and is an example and inspiration for many. I recommend the read. (Link Here to Amazon Bookstore).
Its not every day you get a call from a CEO telling you of some great news. He had just presented some key numbers to his board comparing end of 2010 vs end of 2013 results. a construction industry company. Of course there is a need to protect identity & confidentiality but in summary;
Staff numbers are up by 80%
Top line has increased 62%
Bottom line has increased 188%
With a big lift in moving parts and operations the overall notifiable safety issues have reduced significantly. Sometimes it is good to look at the numbers, reflect and realise that the hard work by a lot of people is making a difference.
Time to celebrate success!