Olympic Service with Abundance

by Chip Bell

olympic torch

The owner answered the phone. “Are you still open?” I asked him incredulously. “Oh no, we close at 6pm. But, I call forward the store phone to my cell in case of a customer
emergency.” I explained my attempt to repair my aging pipe and the part I needed. “Why don’t you meet me at the store,” he said. “I can be there in five minutes.” You know the rest of this story. I still smile when I drive by his store and recall his abundant service.

Abundance is a self-less gesture that changes the calculus of service from miserly subtraction to Midas-like addition. It signals to customers their preeminent importance. It telegraphs a true customer-centric operation. And, it elevates customer loyalty into the stratosphere. Such service is often the subject of stories we share for years, not just through next week.

The sports world was uplifted in the 2016 Rio Olympics 5000 meter heat when Abbey D’Agostino of the USA fell, causing her to trip up Nikki Hamblin of New Zealand, a fellow runner she did not know. D’Agostino could have regained her composure and continued toward the finish line. Instead she worked to help Hamblin to her feet. But, D’Agostino’s injured legs buckled in the attempt and Hamblin returned the favor, helping D’Agosion. Neither runner resumed the race until both could successfully run. Because neither was at fault for the fall, both were allowed to race in the finals. “It is a moment,” said Hamblin, “I will never, ever forget for the rest of my life.” The cheering fans that watched the abundant gesture are not likely to forget it either.

Give to your customers the very best that you have; their best will come back to you. The ROI will not just be in the form of retention, revenue and recognition; it will be a customer that works very hard to take care of your brand. A friend raves about her favorite restaurant. She admits she tides up the lavatory after using their bathroom so the next patron will be impressed. How can you serve with such abundance that your customers work as hard for you as you work for you?

The New Rules of Sales and Service Now Out in a Revised and Updated Paperback Edition

by David Meerman Scott

David Meerman Scott

July 5, 2016, the revised and expanded paperback edition of The New Rules of Sales and Service releases in bookstores and online in North America. It will be available in other parts of the world in the coming weeks.

I’m so excited that after a year of work, the new edition is out. Like the first edition published in 2014, in this updated work I show how to use agile selling, real-time customer engagement, big data, content, and storytelling to grow your business

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Help With Health Insurance Choices

by Terry Savage

Making decisions about health insurance is complicated and potentially very costly. It’s no surprise that Americans don’t do a great job of it. It takes work to figure out the best health insurance options. And few people take the time to do it right.

Alegeus Healthcare, a provider of platforms for corporate insurance plans, compiles an annual Healthcare Consumerism Index that measures the “degree of engagement … exhibited during healthcare spending and saving decisions.” It reports that the index this year jumped to 54.4 from 48.3. So, we’re doing better.

But, to put that in perspective, consumers score 78.9 on the index when considering the purchase of a television and 76.2 when evaluating the purchase of a cell phone!

Everyone faces choices. Medicare recipients know that basic coverage is simple, though the monthly premium depends on their income. But they must also choose a supplement plan and a Part D prescription drug plan.

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Don Yaeger’s New Book: Great Teams

Don Yaeger’s highly anticipated new book, Great Teams 16 Things High Performing Organizations Do Differently, will be released July 19th.  Here’s a glimpse of what you can expect!

Great Teams

 

“There is nothing more magical than watching a team come together, to manage adversity as a group, selflessly give to others, to find common purpose. Inspiring that to happen year-in and year-out is what keeps us in leadership. Don Yaeger has studied the best of the best. Now it is our turn to study this book.”—Mike Krzyzewski, five-time NCAA Tournament Champion, two-time Olympic Gold Medal Winning Basketball coach, Duke University Men’s Basketball

 

What makes a team great? Not just good. Not just functional. But great?

Over the last six years, long-time Sports Illustrated associate editor Don Yaeger has been invited by some of the greatest companies in the world to speak about the habits of high-performing individuals. Delivering an average of 80 keynote speeches per year, Don was approached by his most consistent client, Microsoft, to develop a talk on what allowed some teams to play at a championship level year after year. From Microsoft and Starbucks to the New England Patriots and San Antonio Spurs, what do some organizations do seemingly better than most all of their opponents?

Don took the challenge. He began building into his travel schedule opportunities to interview our generation’s greatest team builders from the sports and business worlds. During this process, he has conducted more than 100 interviews with some of the most successful teams and organizations in the country. From those interviews, Don has identified 16 habits that drive these high-performing teams.

Building on the stories, examples, and first-hand accounts, each chapter in Great Teams comes with applicable examples on how to apply these characteristics in any organization. Great Teams is the ultimate intersection of the sports and business worlds and a powerful companion for thought leaders, teams, managers, and organizations that seek to perform similarly. The insight shared in this book is sure to enhance any team in its pursuit of excellence.

  • Great Teams Understand the “Why”
  • Great Teams Allow Culture to Shape Who They Recruit
  • Great Teams Run Successful Huddles
  • Great Teams Manage Dysfunction, Friction, and Strong Personalities
  • Great Teams See Value Others Miss
  • Great Teams Know How to Win in Critical Situations
  • Great Teams Embrace Change
  • Great Teams Build a Mentoring Culture
  • Great Teams Have a Rallying Cry

“IT TAKES A SPECIAL FORMULA TO CONSTRUCT CHAMPIONSHIP QUALITY TEAMS AND IN THIS BOOK BY DON YAEGER YOU WILL BE ABLE TO SEE HOW GREAT TEAMS ARE FORMULATED.  DON YAEGER IS AWESOME, BABY, WITH A CAPITAL ‘A’!” –Dick Vitale, Hall of Fame broadcaster, ESPN

 

Fight for What You’re Worth

by Connie Podesta

Why it HAS to Start With You

I’m very blessed to be able to share with amazing people all over the world. From the tens connie podestaof thousands I speak to from the stage each year to my incredible friends on social media – one thing that comes up over and over I find is how people often put their “worth” in someone else’s hands.  In other words, they don’t know their own worth, so the let someone else determine that value. Stop. Please stop.  Here’s the amazing thing about you that perhaps no one ever told you before – you are unique and have gifts that are yours to deliver to the world.  Never be so blinded by what you want, or by what someone else says that you don’t know your own value.

I’ll tell you a personal story that I sometimes get to share when this topic comes up and it’s all about how I had to learn this lesson the hard way. When I was brand new in my speaking career a woman called me to do a job and offered me a fairly low fee.  I was so anxious to get that job that I said sure so fast I didn’t stop to think.  Not only that, I was so eager, I sweetened the pot by saying I’d do all three days of her event for that amount and pay my own expenses.  I was hired! Yeah!  As you might imagine, I worked long and hard those three days.  The same woman that hired me drove me to the airport and handed me the check for that small fee.  Here’s where she impacted my life and career forever. She said, “Let me tell you something Connie, would have paid you ten times as much, but I’m going to give you this and not feel guilty about it.  Because if you are going to go through life and not know your value or how much your worth, then you can’t be mad or blame others for taking advantage of you.  I didn’t take advantage of you. I gave you exactly what you asked for.”

Wow. Talk about a lesson.  That hit me.  And I think it is a lesson everyone should hear.  The truth is how we allow others to treat us is a direct reflection on what we feel we’re worth and how we value ourselves.  So I really think a big secret to success, in relationships and at work is to first truly know your worth and be willing to fight for it. Stand up for it. Believe in it. Because truly if YOU don’t know your value, and understand your worth, how will anyone else?

A lot of people go through life lifting everyone else up around them – EVERYONE but themselves.  Sometimes we’re our own worst critics that way.  So we let others determine what our value is. Let me share this thought.  Be at LEAST as kind to yourself as you are to the other people in your life. Give yourself the benefit of the doubt. Give yourself kudos for a job well done.  Give yourself permission to take the best possible care of you that you can.  And every day when you look in that mirror know that the person staring back is uniquely valuable and has so much to give the world. Don’t discount that. Not for anything or anyone.

Why Leaders Need to Know What Machines Can’t Do

by Geoff Colvin

Some jobs really must be automated; others need the human touch.

When stock markets plunged early this year, managers at USAA’s investments division noticed something odd. Customers who routinely conducted business online were suddenly lighting up the phones. USAA had nothing new to tell them—its fundamental advice hadn’t changed, and they could have found that guidance online. Yet clients deeply wanted to talk to a real human being, and never mind why. They just did.

That reality illustrates a high-stakes decision that confronts managers in every industry: choosing which employees must be replaced by technology and which must not be. Growing numbers of jobs at every level can be performed by ­machines—not just faster and more cheaply than humans can do them, but better. In many of those jobs, such as in factories, failing to replace people could doom a company through uncompetitive costs. Yet in other jobs that machines can do well, such as giving financial advice, replacing too many humans could be a fatal error. How to decide? Three situations in particular seem to justify the costs, and quirks, of people.

When customers value the human touch. Many decisions that in theory are calculable—where to invest, whether to sue, how to respond to a medical ­diagnosis—are in fact laden with emotion. Many people need to interact with a person before choosing a course of action. In finance, law, medicine, and other fields, workers who handle those interactions most adeptly will be the least susceptible to replacement.

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This Old “Truth” Is A Lie

by Joe Calloway

“If you do what you’ve always done, you’ll get what you’ve always gotten.”

That quote has been attributed to everyone from Mark Twain to Henry Ford to Albert Einstein.  Whoever said it was wrong.  Or at least they’d be wrong today.  Today, that old “truth” is a lie.

Here’s what’s true: If you do what you’ve always done, you’ll begin to get less and less than you’ve always gotten.

If you do what you’ve always done, you will begin to fail, because:

  • Your competition’s getting better (if you don’t believe that, you’re delusional)
  • You’re ignoring trends
  • Your customers are changing
  • Expectations are rising
  • Your industry/profession/business is being redefined and reinvented whether you like it or not

If you’ve getting better at something and still not succeeding, it means that either:

  • Your competition is getting better faster than you are or,
  • The market doesn’t value what you’re doing in the first place. (Then it’s a hobby, not a business.)

The one sure formula for business success is constant, relentless improvement at something that the market values.

What did you do today that made you better than you were yesterday?

If your answer is nothing, then your business just failed.

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