Strategies For Success

Trusted Advisor

What are you really trying to do for the people you serve?

Unique Value-Added

Solutions

Expert on the Customer

Expert on Your Products & Services

Expert on Your Industry

General Business Knowledge

Perceived Value

LOW / NO

MEDIUM

TRUSTED ADVISOR

NITB

C x R x I SO

= Trust

NITB

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

care about you.”

What are three things you can do to increase your

Source Credibility?

(T + C + ECF) x DE = Success

1

“Talent wins games, but

teamwork and intelligence wins championships.”

Michael Jordan

What does it take to be a valued member of a team?Develop and display competence.

Follow through on commitments.

Deliver required results.

Ensure your actions are consistent with your word.

Stand behind the team and its people.

Be enjoyable to work with.

Treat people with respect

Be passionate about your work and those you serve.

Communicate and keep everyone informed.

Help the other members of the team.

Help members of other teams.

Share ideas, information and credit.

Hold yourself 100% accountable.

1

HUGE data set…

• 600,000 employees at 500 companies.• 6,800 senior executives.• 900 books and academic articles.• 30 CEOs of Fortune 500.

From: Beyond Performance by Keller and Price

Nine Elements of Organizational Health

Direction Leadership Culture

Accountability Coordination & Control Capabilities

Motivation Customer Focus Innovation

From: Beyond Performance by Keller and Price 1

Key attributes of winning cultures

• High aspirations and a desire to win

• Extreme customer focus

• A “think like owners” attitude

• Bias to action

• Individuals who team

• Passion and energy

Bain & Company

1 - 1052

Core Principles of Workforce Productivity

• Respect Employees

• Clarify Objectives

• Increase Transparency

• Create Dialogue

2

1 - 10

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…

EEngaged

Enabled

Energized

Attachment to the company and willingness to give extra effort.

A work environment that supports productivity and performance.

Individual physical, social and emotional well-being at work.

“All In” by Gostick and Elton

S B A2

1,300,000 interviews: Basic 4 + 1

Goal Setting

TrustAccountability

Communications

RECOGNITION

Page 8

Wow — No Surprises — Celebrate

3

Motivation

Motive for

Action

Business Side• Integrity• Innovation• Accountability• Execution• Urgency• Customer Focus• Ownership Mentality

• D• M• C• C• M• D

irection – vivid, clear, inspiring --- shared

easurements – specific, observable, focused

ompetence – very good at what they do

ommunication – open, honest, courageous

utual Accountability – all team members

iscipline – do this every day

3

Accountability

• 100% Clarity + Authority

• 100% Agreement

• Tracking & Post

• Coach / Mentor / Train

• Reward / Punish

4

To create a highly accountable culture…

• Communicate clearly and relentlessly.• Set agreed-upon and highly specific metrics.• Focus on results – not personalities.• Treat people with “Ultimate Respect.”• Force collaboration – teamwork is mandatory not

optional.• Question all activities that don’t contribute to the

company’s overall strategic goals.• Make sure that everyone in the organization – from top to

bottom – focuses on accountability.

• Manage AND lead!!!!

4

Business Excellence Drives

Accountability

Leadership

What you get from your people

is a direct reflection of how you treat them!!

Top 5 Characteristics…

1. Honest2. Forward-looking 3. Competent4. Inspiring5. Fair6. Supportive

When values are clear… decisions are easy

What is your personal

Leadership Philosophy?

Questions…

Comments…

Concerns…

Issues???

Workshop

• What are THREE specific action steps you can take right away that will have a dramatic positive impact on the way you do your job?

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

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

www.slideshare.net/johnspence

Thank You

THANK YOU