Aria Resort and CasinoLas Vegas, NV

Session Number ONE

Making the Very Complex… Awesomely SimpleJune 9, 2014 8:15 – 9:55

Presented by John Spence

#PSTECH

Making the very complex… Awesomely Simple

CPE Code Word: Apple

For those who are prepared…For those who are prepared…

…chaos brings opportunity

• The willingness… even enthusiasm… to change

EVERYTHING combined with the wisdom to understand what

must NEVER be changed.

The Key To Success in the New Normal…

•Nimbleocity•Nim-bo-licous

The Pattern of Business Success

(T + C + ECF) x DE = Success

Talent

Talent + Culture

The level of highly satisfied and engaged EMPLOYEES in your business!

The number one factor in increasing the level of highly satisfied and engaged

CLIENTS in your business is…

1,300,000 interviews: Basic 4 + 1

Goal Setting

TrustAccountability

Communications

RECOGNITION

1- 10

Orange Revolution and All In – Gostick and Elton

Accountability 1. 100% Clarity + Authority

2. 100% Agreement

3. Track & Post

4. Coach, mentor, train

5. Reward / Punishment

The Four Pieces of Paper…

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.

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.

• Lack of TRUST• Lack of candor• Lack of commitment• Lack of accountability• Lack of results

John Spence High Performance Team Model

• 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

Extreme Customer Focus

Web of Value: VOC + MOT + WOM

Extreme Customer Focus

VOC

How many ways to you listen?

VOC

Surveys

VIP

Advisory Panel

NewClient

LunchDinner

Social Media

Moments Of Truth

WOM = Your BEST form of advertising!

78.9%23.4%

43% - 74% of purchasing decision = WOM/T

You MUST have a WOM Referral System

Know Like Trust Try Buy RepeatIdentify

Ideal Member

ReferIdeal

Member

From John Jantsch: The Referral Engine

The Four Primary Practices:

1. A sharply focused, clearly communicated and well-understood strategy for growth.

2. Flawless operational execution that consistently delivers the value proposition.

3. A performance-oriented culture that does not tolerate mediocrity.

4. A fast, flexible, flat organization that reduces bureaucracy and simplifies work.

High Potential / High Performance

Abbott, GE, Merrill Lynch, Microsoft, IBM, Apple, State Farm, Mayo Clinic

The Seven C’s of Leadership

1. Character2. Courage3. Communication4. Collaboration5. Competency6. Compassion7. Contribution

Character

HONESTFORWARD LOOKING

COMPETENTINSPIRING

FAIR SUPPORTIVE

The Leadership Challenge by Kouzes and Posner

I want a leader who will:

Tell me the TRUTH. Has a clear vision for

where we are going. Has the skills to get

us there successfully. And is excited about

going with me.

Courage

TO THINK BIG TO BE BOLD

To speak the TRUTH TO MAKE GREAT THINGS HAPPEN

To be… Vulnerable

Ask GREAT questions…

Communications

and LISTEN!

SMART Communications

Shared Meaning

AuthenticityRespect

Trust

DialogueAvoid Attack

Competence

RespectDis-trust

Affection TRUST

HIGH

LOW

LOW HIGH

Concern

The 4 Cs of TRUST

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

care about you.”

Collaboration

Anne MulcahyCEO of Xerox and the third most powerful woman in the world!

1. Build a network of great relationships with people who want to see you succeed.

2. You don’t have all of the answers, so ask for help and advice from the smartest people you can find.

3. Learn to be a learner.

4. Listen intently to your employees and to your customers.

Some really great advice…

Competency = a commitment to LLBooks

Book summaries

Audio books

Audio book summaries

Training DVDs

Seminars

i-Tunes U

Pod casts

Blogs

TED.com

BigThink.com

Focus me

Know me

Care about me

Hear me

Help me feel proud

Equip me

Help me see my value

Help me grow

Help me see my importance

Compassion

Contribution

WITH GREAT POWER COMES GREAT

RESPONSIBILITY(remember… they follow YOUR lead!)

THANK YOU

If you have any questions at all please do not hesitate to send a note or call. My email address is: john@johnspence.com

PLEASE connect with me on LinkedInAlso, you might find value in the ideas I share in my blog. You can sign up for it at:

www.blog.johnspence.com

Lastly, these slides have already been uploaded to:

www.SlideShare.net/johnspencewww.slideshare.net/johnspence

CPE Code Word: Apple