Download - Enterprise Mentor Workshop
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Richard Parkes CordockEnterprise Leaders Worldwide
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Marketing Employees
Customers
Marketing Employees
I Stand Here!
X
X = Maximum Profit
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Motivation
AttitudeEngagement
ConflictRetention
Change
Laziness
Culture
Attrition
Language
Productivity
Attracting Best People
Staff Turnover
Communication
Low Morale
Recruitment
De-Motivation
Management Absenteeism
Leadership
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Objective For Our Time Together
Before After
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Same Standards
Same Passion
Same Pride
Same Care and Attention
Same Ownership
Same Responsibility
Same Customer Focus
Same Urgency
Same Commitment
Same Creativity
Same Attitude
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- About Richard- People & Profit
Session 1
Session 2
Session 3
- Profit Growth Formula
- Employee Engagement
- Mentoring- Enterprise Mentoring
- Case Study- Sample Module
- What Do you Want?- Your Challenges?
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Richard Parkes Cordock
Richard Parkes Cordock
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People & Profit
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PG = B + BA + TTF
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Buy AgainBuy Tell Their Friends
PG = B + BA + TTF
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Buy AgainBuy Tell Their Friends
PG = B + BA + TTF
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BUY PG = B + BA + TTF
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Why Do Your NEW Customers Choose To Buy From YOU?
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Why Do Customers & Prospects Choose To Buy From Your Competitors?
Your Company
Competitors
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All Employees Are Marketers
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Buy Again PG = B + BA + TTF
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Why Do Your Customers Buy Again From You?
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The Cardinal Sin! Losing Customers...
Why Customers Leave You:
1% - Die
3% - Move Away
5% - Develop Other Friendships
9% - For Competitive Reasons
14% - Product Dissatisfaction
68% - Attitude of Indifference From Supplier
Source: John Maxwell - The Winning Attitude
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Why Do Your Customers Leave YOU?
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TellTheirFriends
PG = B + BA + TTF
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Why Do Your Customers Recommend YOU?
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Beware Negative Word of Mouth/Mouse
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Beware of Silent Customers
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Man on the Moon Thinking
Excellence
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B: £100BA: £1,000TTF: £500
B: £400BA: £0TTF: £1,200
B: £10BA: £MassiveTTF: £Massive
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Session 2Richard Parkes Cordock
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What Do You Want From Your BUSINESS & PEOPLE?
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What Are The Major BUSINESS & PEOPLE Challenges You Face?
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People - The Key To Profit Growth
Price
Advertising
Innovation
Manufacturing
Distribution
People
< 60 days
< 1 year
< 2 years
< 3 years
< 4 years
< 7 years
Sources of Sustainability - Harvard Business School
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Engaged Employees
Engaged Customers
Higher Profits
Un-Engaged Employees
Un-Engaged Customers
Lower Profits
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What Percentage of YOUR Employees Are Engaged?
Engaged Employees
Happy Customers Who Repeat Buy & Recommend
Revenue & Profit
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54%
Unengaged29%
Engaged17%
Disengaged
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Employee Engagement Statistics
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What Do Engaged Employees Look Like?
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What is The Impact of Poor Engagement on YOUR Customers’ Experience?
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What is The Financial Cost of Poor Engagement on YOUR P&L and B/S?
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More revenue through repeat customers (you increase the life-time value of your customers)
More revenue through referral customers (you have happier customers who become raving fans)
Reduce customer attrition
Customers spread more positive word-of-mouth recommendations about you in the market place
Fewer customer complaints and fewer negative word-of-mouth stories spread about you
Increase average order value
Higher conversion ratio of prospects who turn into paying customers
ALL employees become responsible for selling, (not just your direct sales team)
The products and services you offer your prospects and customers become more relevant to them
Quicker time-to-market (of your new products and services)
Increase Revenue (with Engaged Employees)
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Higher margins through lower cost of sale
Shorten sales-cycle (the time it takes to convert prospects to paying customers)
Lower cost of acquiring a customer (you get more qualified and better quality leads)
Lower cost of customer acquisition (through more word-of-mouth referrals and repeat customers)
More competitive products (from greater innovation and relevance to customers — Think Apple iPod!)
Reduce the need to discount your products and services
Reduce Cost of Sales
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Greater performance and productivity of your existing staff
Remove/replace underperforming staff or those who are not fully onboard (this in itself yields greater productivity returns)
Reduction in absenteeism and sick days
Lower staff turnover (immediately reduce your recruitment costs and opportunity cost of bad hires)
Retention rates of your best staff and key talent increases
You gain a wealth of business growth ideas from your staff
You become a very desirable company to work for and attracting new staff becomes easier and cheaper
You achieve greater levels of moral and employee motivation (which leads to higher results)
Eliminate employee complacency and taking customers for granted
Increase in your revenue and profit per-head
Greater ROI on Payroll
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Your employees become more conscious of wasting cash. They are keen to remove inefficiencies and make a greater effort to reduce expenses
Your employees seek out the best price/deals when spending company cash
Reduce Overheads
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Increase Cash Increase in cash (through greater sales and fewer wasted expenses)
Stronger connection between your employees and their understanding of the importance of cash
Increase Receivables
Increase in receivables (through greater sales revenue)
Lower Days Sales Outstanding ratio
Reduction in bad debts (from happier and better quality customers)
Lower Cost of Inventory
Less working capital tied up in inventory as a result of your faster stock turnover
Less inventory write-offs (as you buy in or manufacture fewer products which ultimately become obsolete or irrelevant to your customers).
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More ROI on Fixed Assets
A greater return on your hard assets, as you generate more sales per fixed assets
Increase Goodwill
The intangible value of your company and brand increases, as the market responds to your company’s success
Reduce Creditors
Reduction in your line-of-credit requirements, as higher sales generate greater cash-flow
Lower cost of borrowing money (as you are a lower perceived risk to banks)
Increase Company Value
Value of your company increases (including your share price, PE ratio and EPS)
Greater dividends available for your shareholders
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How Do You Create Engagement?
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Who Creates Engagement?
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What Are You Doing In Your Company To Create Engagement?
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What is The Impact of Engagement on YOUR Revenue & Profit Per Head?
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Session 3Richard Parkes Cordock
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Traditional Mentoring
Delivers results
High achievers / X-Factor
Expensive
Only happens at CEO/Board
Doesn’t reach 90%+ of employees in the front-line who deal with customers
Unstructured/Informal. “What shall we speak about today?”
CEO
Board
Traditional Mentoring
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Enterprise Mentoring Embraces ALL Employees (Just Like ERP!)
Customer
Finance
Sales
Marketing
CustomerService
Operations
Admin
HR
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MP3 Player Mobile Phone Internet LMS CD Rom
Walking to Work On a Train At Home In the Office At Home
Mon 8.30am Tue 3.30pm Wed 8.00pm Tue 11.00am Mon 9.00pm
Group Mentoring Session(Face-To-Face)
Fri 11.00am
2 Forms of Mentoring
Digital + Face-to-Face
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Enterprise Mentoring
For the majority of employees
Digital + face-to-face mentoring
Use line-managers as mentors
Structured / Outcome focused
Leverages technology
Low cost
Scalable
CEO
Board
Traditional Mentoring
Enterprise Mentoring
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Attitude
MindsetThinking
DecisionsActions
BeliefsBehaviours
Language
Knowledge
Language
Understanding
Abilities
Commercial Acumen
Leadership Ability
Customer Focus
Skill Set
Business Understanding
HabitsSelf-Belief
Confidence
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Learning & Mastery Takes Time
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Why Enterprise Mentoring Works!• Controlled Pace - (21 Sessions)
• Two levels of mentoring (digital + F2F)
• Line-managers become mentors
• Collaborative (mentor groups)
• Involves employees in the business
• Builds trust and understanding between employees and managers
• Starts conversations and dialogue
• Values employees’ ideas
• Focuses team on what really matters (the customer!)
• Makes learning fun and relevant
Mentor Group
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Advantages Over Other Development MethodsIn-house classroom / workshops
External workshops
E-learning
Self-study (print based materials)
Games
Book clubs
Team building (Internal/External)
Blogs
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% Knowledge We Retain When We Learn
Reading
Hearing Words
Looking at Pictures
Watching a Movie
Looking at an Exhibit
Watching a Demonstration
Seeing it done in Location
Participating in a Discussion
Giving a Talk
After 2 weeks, we tend to remember
10% of what we READ
20% of what we HEAR
30% of what we SEE
50% of what we HEAR and SEE
70% of whatwe SAY
90% of whatwe SAY and Do
Verbal
Visual
Participating
DoingDoing a Dramatic Presentation
Simulating the real experience
Doing the real thing!
PASSIVE
ACTIVE
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Area of missed opportunity
Traditional Learning (i.e. Workshops)
Enterprise Mentoring (Sustained Learning)
Time
Effective Learning
Multiple Mentoring Sessions (Little and Often)
Traditional Learning vs
Enterprise Mentoring
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7 Steps of Enterprise Mentoring
1. MP3/Flash Mentoring Sessions 2. Workbook
3. Face-to-Face Mentoring Sessions
4. Summary Sessions
5. Presentation6. Mentee Becomes Mentor
7. Follow-Through
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Mentees study 20 MP3 or Flash mentoringsessions at a time and place to suit them
Practical workbook exercises apply thesessions back to the mentees company
+
Line-managers becomementors to employees (mentees)
Group mentoring sessions with line-managers andother mentees build on the digital mentoring sessions
+
Enterprise Mentoring Tools
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E-Mentoring (Electronic Multi-Media)Advantages•Includes a graphical element which adds another
dimension/mode to learning•Delivered through a computer, which most
mentees will have access to•Mentoring programme can be loaded just once on
a central server or LMS•Does not require investment in MP3 players•Simpler implementation•Can reach thousands of employees rapidly.
Disadvantages•Lacks the 'anytime/anyplace' flexibility of MP3
learning•Requires mentees to be in front of a PC to learn•As e-mentoring is visual, mentees cannot do other
things at the same time.
M-Mentoring (Mobile MP3)Advantages•Mentees can be mentored wherever they are —
and at a time which suits them•Does not require mentees to be in front of a
computer•Listen-only format means mentees can do other
things at the same time•MP3 players can be pre-loaded with extra 'audio
based' learning materials•Because of flexibility of use (time/location), the MP3
approach encourages mentees to re-listen to the programme many times.
Disadvantages•Requires a MP3 player, mobile phone or other
device•Audio only — some mentees prefer visual learning.
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I - I Believe in myselfB - Be Passionate and want itE - Extend your comfort zoneL - Lies and luck don’t workI - Install goalsE - Enjoy hard workV - Very very persistentE - Expect Failure
1 Make Customer Believe THEY BELIEVE
2 WE BELIEVEMake Teams Believe
3 I BELIEVEMake Employees Believe
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Session 1 - 5: The Customer
1: Growth Through Innovation, Creativity and Change
2: Gaining New Customers Through ‘Word of Mouth Marketing’
3: How To Maximise The Life-Time Value of Your Customers
4: Why Everybody In Your Company Must Be A Salesperson
5: The Six Fundamentals of Business That
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Session 6 - 10: The Team
6: People! The Key To Unlocking Your Profit Potential
7: 7 Essential Steps To Make Your Team Believe
8: How To Maximise Your Results Through Communication
9: 7 Proven Strategies To Get The Most From Your Team
10: Motivation! How To Get Your People To Go The Extra Mile
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Sessions 11 - 20: The Leader (Personal Leadership)
11: Introduction To Personal Leadership
12: How To Develop Unshakable Confidence & Self Belief
13: The Unstoppable Twin Force of Passion & Desire
14: How To Eliminate Your Fears, Doubts and Limiting Beliefs
15: How To Create Endless Opportunity and Make Luck Work For You
16: How To Achieve Extraordinary Results With The Power of Goals
17: The 5 Advance Payments You Must Make To Reach Your Goals
18: How To Achieve Any Goal You Set For Yourself
19: Why Experiencing Failure Is Essential For You To Succeed!
20: Your Role as an Enterprise Leader
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1000s of New Ideas!
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Outcomes from Enterprise Mentoring
1000s of new business growth /process improvement ideas
CEO thinking right down to the front-line
Happier referral customers
Increased LTV of customers
Increased revenue/profit per head
Engaged, passionate and motivated staff
More relevant to your customers
Right people in right places
Liberate the ‘wrong’ people
Everybody sees themselves as a salesperson (workforce becomes your salesforce)
Create leaders at all levels
Develop a culture of self-learners
Excellence!
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Benefits of Enterprise Mentoring
Greater revenues, profits & value
More repeat & referral customers
Engaged & motivated employees
Low-cost, easy to deploy programme
Get best from employees/teams
Engage with company, customers, line-manager & fellow mentees
CEOs
Sales
HR
L&D
Managers
Employees
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Justin (Div Sales Dir) David (Sales Dir)
- Simon- Vanessa- Dave- Michelle
- Matthew- Kathryn- 1 other (left company)
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“What They Said”
“The best way of describing it is, they are awakened to an opportunity that they could never see before. It is very difficult to describe but they become alive and alert, they’re different people from a business perspective.”
Richard Hammonds - MD
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“What They Said”
“It’s as if a light bulb has been switched on! The thinking of the protégés who completed the course, compared to how they were six months ago, is day and night.
They now think like business owners. I am now able to have a conversation with them at a more commercial level. They understand that the growth of this company is not just about revenue, but about margins and cash.
They understand the importance of the people in their teams, the importance of recruiting the right people, and the importance of managers being leaders and not just managers. And they understand how to grow this business.”
Richard Hammonds - MD
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“What They Said”“My wife says, ‘I would love to have the confidence you have. You are just so confident at the moment.’
She’s even considering looking at the books, at the workbook and the MP3 herself!
She says, ‘If I’ve got to listen to that for a few weeks and walk about with that stuck to my ear to get the confidence that you’ve got, then give it to me!’”
Matthew - Regional Manager
“It was addictive, and that’s what I need when I’m learning. I went to bed wearing those MP3 headphones and my husband said, ‘You have to be having a laugh!’
He’s gone through the programme. It wasn’t optional because I talked about it constantly. He hasn’t read the book but I’m sure he could finish the workbook for you!
He’s picked it up purely because every time he sat down to eat I would be talking about a section of it, or the workbook would be sitting under my nose as I was doing something else.”
Kathryn - Regional Director
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Results Seen at Hammonds
Revenue up 20%
Conversion of prospects to paying customers
Increased average order size
1000’s of new business growth/cost saving ideas
Happier customers
Employees and managers energized and engaged
More creative/innovative staff
Liberated employees who should not be on the bus
Created a new language
Gave company a new focus and direction
Stand out above competition
Aligned the vision of the CEO with the employees and managers
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Benefits to Hammonds (and YOU!)
Bring world-class mentoring to normally unaffordable places (i.e. front-line)
Use internal line managers - not expensive external coaches/consultants
One-off licence cost
Managers are doing what they should be doing (I.e. man-managers and mentors)
100% relevant - ‘job placed’ learning
Delivers higher levels of engagement!
Builds a customer focused company
Drives revenue and profit growth
Is fun!
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What Impact Can Enterprise Mentoring Have on Your Business?