Money Growson Trees

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Soil = Nutrition

Soil = Nutrition

• What are you / your company feeding on?• Do you have food at all?– Addressing mindsets– Learn and think deeply• Brian Klemmer ~ Do dogs like bones?

Soil = NutritionRoots = Values

Roots = Values and Core beliefs

• Begin with the end in mind• Mission statement

– We’re going to change the world

• Vision statement– This is what the world will look like

• Value statement– These are the values we hold on the journey

• Habits

Soil = NutritionRoots = Values / beliefs

Trunk = Training / Knowledge

Trunk = Training / knowledge

• Tuned athletes or ordinary or even lazy • Most would be ordinary but wishing

they weren't• Don’t let your staff loose until they

know more than enough

Soil = NutritionRoots = Values / beliefs

Trunk = Training / Knowledge

Branches = KPI’s

Branches = KPI’s (Key performance indicators)

• What is good and what’s not?• Targets – answering calls, completing orders, sales

• Aiming is everything• You might not achieve what you

expect - but if you have noexpectations you’ll achieve little ornothing

Soil = NutritionRoots = Values / beliefs

Trunk = Training / Knowledge

Branches = KPI’s

Leaves =Customer Service

Leaves = Customer Service

• Three quarters of those who were researched say they will pay more for good customer service.

• The same want helpful and knowledgeablestaff available when they go shopping.

• 85% of those surveyed said they would goout of their way to use companies whooffer better service.

Best Buy UK survey July 2011

The customer wants:• to be appreciated• to be at the heart of everything you offer• knowledgeable staff• impartial advice, honesty and a transparent service• after sales service commitment• more than they have paid for

They don’t want to feel that the servicestops once they have left the store, the website or after you’ve gone home.

Managing Director of Best Buy UK Steve Jensen:Over 4,000 outlets across the US. Now in the UK.

"To thrive you’ve got to give customers the service they demand and deserve. Every company is missing out on crucial sales if they don’t make customer service the focus of their business”

Soil = NutritionRoots = Values / beliefs

Trunk = Training / Knowledge

Branches = KPI’s

Leaves =Customer Services

Air and Rain = Environment

Air and Rain = Environment

• Value statement is the air conditioner• Keep watering both yourself and your staff• How committed are your staff?• Commitment comes from involvement• Involvement comes from giving them

“a say”• To give “a say” comes from being

interdependent • Interdependency comes from the

strength of the tree

Soil = NutritionRoots = Values / beliefs

Trunk = Training / Knowledge

Branches = KPI’s

Leaves =Customer Services

Air and Rain = Environment

Fruit is the Brand

Fruit is the Brand

• Put these building blocks in place and you can’thelp but bear excellent fruit.

• Would you eat the fruit of a weak tree?• The taste that is left after your customer has

interacted with you….

is your brand.

Fruit is the Brand

With tasty fruit your customers will returnand they’ll tell others just how good you taste …

… and making money will come naturally.

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