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Posts Tagged ‘Go-Giver’

It’s What Makes A Great Company Great

Tuesday, August 6th, 2013

Staples That Was EasyWhat makes great companies great? While what they do is certainly important, I believe it’s more than that.

Recently saw the following on my friend, Certified Go-Giver Coach Linda Murnane Ryan‘s Facebook page.

Awesome Customer Service just now from Staples. Received my order and wanted to return the headphones ($20) because they didn’t work with my phone. The nice lady said “I just credited your account $21.39, but rather than send a driver to pick them up, we ask that you kindly donate them to a child or a charity that could use them.” How great is that?!

Great, indeed! What a terrific example of an awesome company!

Sure, these types of examples are written about often. Mark Sanborn would refer to the customer service rep as a “Fred.” Joe Calloway would say they are being the best at what matters most. Dondi Scumaci would see this as a team built on commitment as opposed to compliance.  Scott McKain would site that as an example of how a company can Create Distinction. And, of course, a master on the very topic of customer service, Shep Hyken, would consider it to be part of The Amazement Revolution.

And, you know what? … They’d all be correct.

Here is the key, and something with which I believe we would all agree:

It’s simply who they are. And, because it’s who they are, it’s what they do!

And, that is just one reason why Staples is so special, and so successful.

In other words, it wasn’t about the customer service or the WOW experience. The customer service and Wow experience is simply a part of…them.

And that defines their greatness.

Your thoughts?

A Lesson in Excellence, Courtesy of Marriott

Wednesday, July 3rd, 2013

Chicago Marriott SchaumburgIt’s where the event would be held, so it’s where I would be staying.

And, I should have known from the start this was someplace special.

Young Marguerita couldn’t have been more helpful in solving an issue. But, it was far from her simply providing great customer service. It was her attitude; her entire essence communicated that she just couldn’t wait to add value to my experience. And, she was like this the entire weekend. She was my star. Marguerita is very young, works a second job, as well, and I predict amazing success for this young woman.

However, it wasn’t just her. They were ALL like that; every team member of the Chicago Marriott Schaumburg. They didn’t just aim to please…they went out of their way to find ways to please. Fellow speaker, Scott Schilling shared with me that he was out of something important that the hotel doesn’t carry. So, the manager on duty sent a team member to a local store to purchase it. He then gave it to Scott, and refused payment.

In his great book, Be The Best At What Matters Most, Joe Calloway would say this kind of experience is meaningless IF it were a one-time thing. Agreed. But, no, this was their norm. Indeed, they were excellent in all traditional hotel areas; cleanliness, attentiveness, cuisine, service. Everything that — for a hotel — matters most. However, to site the title of another terrific book, this one by Scott McKain, they Create Distinction through — what is for them — their normal way of doing business. It’s simply who they are, so it’s what they do.

I didn’t meet the general manager, Maz Ismail, but I’m going to assume he’s a top-notch leader. This kind of attitude and teamwork typically doesn’t happen without great leadership creating the proper environment.

I’m often asked what I consider to be Go-Giver type companies. Really, it’s simply those that follow The Five Laws. And, the result is always high-profitability.

But that’s just the result. Their focus is on providing exceptional value. They constantly put the interests of the customer, client, patient or guest ahead of themselves. In other words, they are, “other-focused” rather than “company-focused.” And, by being other-focused the company attains great profitability.

As a speaker for more than 25 years, I’ve had the privilege and pleasure to stay at some of the finest hotels and resorts in the world. At many of these, the service has been excellent; even exceptional. But, there was something extra special about this one. While hard to put my finger on it exactly, there just seemed to be that desire to put me first, and to make me feel as though I was the only guest in the hotel. The cool thing is that they made every other guest feel…the same way.

Thank you, Maz, Marguerita and the entire team at the Chicago Marriott Schaumburg. You are a Go-Giver hotel!

 

Fred 2.0 – An Interview with Mark Sanborn

Monday, March 18th, 2013

His breakout business phenomenon, The Fred Factor: How Passion in Your Work and Life Can Turn the Ordinary into the Extraordinary has touched the lives of millions of people since first published nearly ten years ago.

Mark Sanborn, CSP, CPAE’s New York Times Bestselling book, based on his new postman named Fred, actually spurred a movement of people who would never again accept good enough as…good enough.

Finally, he has released Fred 2.0, journeying even wider and deeper with The Fred Factor philosophy, with principles, strategies and tactics that will help you – and the Fred’s you lead – increase effectiveness, earn more, and touch more lives with exceptional value.

Mark SanbornFred 2.0Mark is a man of wisdom…and himself a definite Fred.

Enjoy our chat!

 

For as long as I’ve know him, I’ve said that Mark is one of the best speakers in the world. That is no exaggeration. His list of clients includes Harley Davidson, Costco, Cisco, ESPN and First Data. And, he certainly hit a grand slam home run at our 2012 Go-Giver Retreat. If you are looking for a fantastic speaker for your next event, be sure and contact Mark either directly through his website or via your favorite speakers bureau.

NOTE: If you are having trouble playing the interview, please make sure Adobe Flash Player is installed in your web browser. If not, then download Flash Player. Or right-click here and select “Save Link As…” to download the audio file to your computer.

Is There A Metric For Value?

Thursday, December 27th, 2012

Is There A Metric For ValueIn a free-market based economy, money is simply an echo of the value that’s been provided. After all, why should anyone willingly give you their money unless they feel they are receiving value equal to or — even more preferably — greater than the money they are exchanging it for?

The key, as I posted recently on my Facebook page, is to focus on the giving of value…and allow the receiving. Remember, not only must we breathe out, we must also breathe in.

As part of an exchange with entrepreneur, Duane Adolph, he asked:

“I’ve been thinking about this for a while, as well. in order to aid ‘focus’ which ‘Metric’ would you use to measure Value Delivered? Income Statements and Balance sheets measure only echoes’.”

I responded: Duane, thank you for your question. Value is ALWAYS in the eyes of the beholder and is measured by THEM. When THEY see “it” being of value, that’s when the echoes begin to form.

Duane replied:

“Agreed. And they “vote” with their wallets. Thus the “Metric” or “KPI” (Key Performance Indicator) I was looking for to determine if we the company are delivering value can be measured by the Metric “REVENUE”. So when we as a company ask ourselves…”Did we Deliver Value today?” we can look at our Daily Revenue number to determine how much.”

I appreciate  how he phrased that. One important point, however, is that the value provided and the resulting monies don’t necessarily occur on the same day. So, there can be a lapse in that regard.

Which is why, whenever I’m asked for examples of companies that are “Go-Giver Companies” my answer is always to simply look at any company that has a record of sustained profitability.

The reason is that, assuming they are operating in a truly free-market economy — without benefiting from cronyism or corporatism — the only way they can sustain profitability is by providing exceptional value to many people on an ongoing, consistent basis.

And, yes, that value is judged by the consumers and only by the consumers.

And, as Duane so eloquently put it, they vote with their wallets.

Don’t Confuse Receptivity With Passivity

Tuesday, December 11th, 2012

Don't Confuse Receptivity With PassivityOn a recent interview I stated that one cannot “make” a sale.

This because — in a market-based economy — you can’t make anyone do anything they don’t want to do. You certainly can’t make them buy from you.

What you can do is create the environment where that person makes the decision (based on their self-interest) to buy. And, when that happens, you are there to receive the sale.

In response, a listener wrote:

“I especially enjoyed your idea that you can’t “make” sales, only receive them.”

Thank you. Remember, though, that this receiving does not occur in a vacuum. We must first provide the value which creates the environment where the person chooses to buy. And, continue to magnify that value through the excellence, education, attention, empathy and other elements involved. This is not passive, but active; very active.

In other words, action is key! (And, it’s why we should be both Go-Givers AND Go-Getters…just not go-takers!) ;-)

Yes, in the interview I said the key is to focus on the giving (of value) and allow the receiving.

But, please don’t confuse receptivity with passivity. The receiving is earned; through action; through providing value.

In this case, the correct focus leads to the correct action, and that’s what creates the proper environment.

Have you found this to be true? How do you provide value in the sales process in order to create that environment? Please feel free to share?