Maximise People Performance! 10th December 2015

Who The Hell Is Andy Hanselman?

I Help Businesses And Their People... think in 3D!

Dramatically and Demonstrably Different! That means being... Dramatically and Demonstrably Different!

Why... 3D?

(and have been for over 24 years!) I research, write about, talk about and work with high performance businesses (and have been for over 24 years!)

Dramatically and Demonstrably Different 7 Characteristics of Dramatically and Demonstrably Different Businesses

Awareness Assessment Action @andyhanselman

Get my slides and other resources at: andyhanselmanconsulting andy@andyhanselman.com

What does ‘Success’ look like?

Satisfied Customers

Sufficient ‘Delighted’ Customers

High Expectations ‘Disappointed’ ‘Devoted’ A ‘Poor’ Experience A ‘Great’ Experience ‘Delighted’ ‘Disaffected’ Low Expectations

L Sufficient ‘Devoted’ Customers Committed Maximised Motivated Effective People Maximised Financial Returns

L Sufficient ‘Devoted’ Customers Committed Maximised Motivated Effective People Maximised Financial Returns

#7 ‘Characteristics’! #1: Get That Vision Thing! #2: Think in 3D! #3: Create ‘Delighted’ And Devoted Customers! #4: Forget CRM, Think MCR! #5: Create An UBER Culture! #6: KeeP In Control! #7: InnovatiON!

‘3 iDeas’ to consider.....

‘iDea 1’...

Get That Vision Thing!

“Creating a clear picture of the future that ‘stimulates, excites and inspires”

Imagine the future - What does it hold for you? Err.......Are you sure?

“Contrary to some forecasts in recent years, the internet has settled down to become a worthwhile but minority channel to market. For example, internet book sales have plateaued at just over 5% of the market, and it seems unlikely that there will be sufficient demand to enable multiple operators to develop profitably” HMV Annual Report 2002

“Heavier-than-air flying machines are impossible” Lord Kelvin, Mathematician, Physicist, and President of The British Royal Society, 1865

Western Union internal memo,1876 “The telephone has too many shortcomings to be seriously considered as a means of communication. The device is inherently of no value to us” Western Union internal memo,1876

“I think there is a world market for about five computers” Thomas Watson, Chairman of IBM, 1943

“There is no reason for any individual to have a computer in their home” Ken Olsen, President of DEC at The Convention Of The World Future Society, 1977

“640k ought to be enough for anybody” Bill Gates, 1981

“By the end of the year the ipod will be dead, kaput, finished” Sir Alan Sugar, early 2005

“You’ll look great wearing that hat at the wedding sis” Beatrice to Eugenie and Eugenie to Beatrice, May 2011

David Moyes on the phone to his wife, June 2013 “Hello dear, I’m so excited – I’ve just landed the absolute dream job!” David Moyes on the phone to his wife, June 2013

What does a vision look like

is not.... Simply a set of financial figures or targets A business plan and lots of spread sheets A ‘pie in the sky’ idea The MD’s speech at the annual staff conference!

is.... A picture of the future we want Something that stimulates, excites and inspires A point of strategic focus Something for everyone to work towards

What does your vision look like?

‘iDea 2’...

Get Engaged!

People tell us they want to know...

“How are we doing?” “What specifically do you want me to do?” “How is it relevant to me?” “Why are we doing this?” “What tools and support are available?” “How will I be measured?” “How are we doing?” “What’s in it for me?”

The Leaders’ Role?

22 % Left their last job due to lack of faith in the leadership team 19% Quit because they felt “unappreciated” 19% Left because they felt “disengaged and unmotivated”  Source: Benchmark Recruit’s survey of over 3,000 employees November 2013

“To The Management: Today is my 31st birthday, and having recently become a father I now realise how precious life is and how important it is to spend my time doing something that makes me, and other people, happy. For that reason I hereby give notice of my resignation, in order that I may devote my time and energy to my family, and to my cake business which has grown steadily over the past few years. I wish the organisation and my colleagues the best for the future and I remind you that if you enjoy this cake, you can order more at www.mrcake.co.uk.” Chris Holmes

Unused Potential Product ivi ty H i g h ‘Peak Performer’ ‘Star’ ‘Mismatch’ ‘Problem Performer’ L o w L o w H i g h Unused Potential

‘iDea 3’...

Create an UBER Culture!

What exactly is ‘Culture’?

A Classic Definition of ‘Culture’: “A pattern of shared basic assumptions that the group learned as it solved its problems of external adaptation and internal integration, that has worked well enough to be considered valid and therefore, to be taught to new members as the correct way to perceive, think, and feel in relation to those problems” Edgar Schein, Organisational Culture And Leadership, 1993

“The way we do things around here” My Definition of ‘Culture’: “The way we do things around here”

“It’s what people do when no one’s looking” Another Definition of ‘Culture’: “It’s what people do when no one’s looking” Herb Kelleher, Founder, Southwest Airlines

3D Businesses Ensure: Everyone Understands what’s expected of them and behave accordingly and consistently Systems and processes are Built to reinforce and support the culture People are Engaged, Empowered and Encouraged to deliver them People are Rewarded and Recognised for doing it!

It’s All About ‘Behaviours’! Oh Behave!

Value Your ‘Values’ 79% of employees say recognition tied to core values gave them a stronger sense of company goals and objectives Source: Derek Irvine.“Revealing Key Practices for Effective Recognition” Report 

‘Customer complaints’ procedure ‘Customer praise’ procedure?

“ We interview people for culture fit “ We interview people for culture fit. We want people who are passionate about what Zappos is about–service. I don’t care if they’re passionate about shoes.” Tony Hsieh, CEO, Zappos

Demonstrate preferred behaviours: ‘show your character’ Employees rewarded for ‘cheerfulness’! Mystery shopper highlights ‘outstanding’ customer experiences Reward for team and individual performances - £50 bonus for individuals to be spent with the team Interview is a 6 hour shift and staff vote ‘in’ or ‘out’

Approach customers with a personalized warm welcome Probe politely to understand all the customer’s needs Present a solution for the customer to take home today Listen for and resolve any issues or concerns End with a fond farewell and an invitation to return

Rub up your customers the wrong way Yes, go on, all the way Apathy is encouraged Never bother to try and make them smile Approach them with indifference Infer it’s them who are the problem Remember, we’re right behind you to help you do this

“In order to enhance the appearance of your flight crew, we will be dimming the cabin lights” “Your bags will be available on carrousel x. If you do not find them, they will be available in 2-3 weeks on eBay” “There may be 50 ways to leave your lover, but there are only 4 ways out of this airplane” “I never had control, and I never wanted it. If you create an environment where the people truly participate, you don’t need control” Herb Kelleher, founder, Southwest Airlines

“We entrust every single Ritz-Carlton staff member, without approval from their general manager, to spend up to $2,000 on a guest. And that's not per year. It's per incident” Simon F Cooper, President Ritz Carlton

Champion Your Champions

Why not get your customers to do it?

Conclusions

‘iDea 1’...

Get That Vision Thing!

‘iDea 2’...

Get Engaged!

‘iDea 3’...

Create an UBER Culture!

Bonus!!! ‘iDea 4’...

Take ACTION, Not Notes!

“Vision without action is hallucination” Thomas Edison

“Take the first step in faith “Take the first step in faith. You do not have to see the whole staircase. Just take the first step” Martin Luther King

“Scare yourself, otherwise you’re not doing anything new” Mary Murphy Hoye, Head of R & D, INTEL

“Don’t just stand there….. do something!” Dick Dastardly

So.... What are you going to Do?

Andy’s 3D Thoughts...... 3 iDeas in 3 minutes in your inbox every Monday morning to help you think in 3D!

People can be divided into three groups

Those who make things happen Those who watch things happen Those who ask ‘what happened’?

MISSING YOU ALREADY!

get my slides and other resources at: andyhanselmanconsulting andy@andyhanselman.com