1. think in 3D! the 7 characteristics of 3D Businesses
an intimate breakfast
sheffield
21st october 2015

2. who on earth are andy hanselman consulting?

3. we help businesses and their people
think in 3D!
@andyhanselman

4. Dramatically and Demonstrably Different!
that means being...
Dramatically and Demonstrably Different!
@andyhanselman

5. why...
3D?
@andyhanselman

6. @andyhanselman

7. @andyhanselman

9. the year before henry was born...
@andyhanselman

10. @andyhanselman

13. (and have been for over 20 years!)
we research, write about, talk about and work with high performance businesses
(and have been for over 20 years!)
@andyhanselman

14. E-book out now
£4.90!
£ £1.20 p&p
£9.99 today
@andyhanselman

15. who are you?
@andyhanselman

16. Dramatically and Demonstrably Different
7 characteristics of
Dramatically and Demonstrably Different
businesses
@andyhanselman

17. awareness
assessment
action
@andyhanselman

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

20. what does ‘success’ look like?
@andyhanselman

21. that’s what this session is all about!
@andyhanselman

22. what does ‘success’ look like?
@andyhanselman

23. satisfied
customers
@andyhanselman

24. sufficient ‘delighted’
customers
@andyhanselman

25. high expectations low expectations
‘disappointed’
‘devoted’
a ‘poor’
experience
a ‘great’
experience
‘delighted’
‘disaffected’
low expectations
@andyhanselman

26. L sufficient ‘devoted’ customers committed maximised motivated
effective
people
maximised
financial
returns
@andyhanselman

27. L sufficient ‘devoted’ customers committed maximised motivated
effective
people
maximised
financial
returns
@andyhanselman

28. S W O T
@andyhanselman

29. Sheffield
Wednesday On
Their way down
@andyhanselman

30. Strengths
Weaknesses
Opportunities
Threats
@andyhanselman

31. So
What!
@andyhanselman

32. what are your key issues?
@andyhanselman

33. Dramatically and Demonstrably Different
7 characteristics of
Dramatically and Demonstrably Different
businesses
@andyhanselman

34. 3D characteristic #1:
get that vision thing!
@andyhanselman

35. “creating a clear picture of the future that ‘stimulates, excites and inspires”
@andyhanselman

36. think ‘strategically’

37. on
strategic
operational in
tactical
@andyhanselman 37

38. it’s hard to create time to focus on seeing the
working both tactically and
it’s hard to create time
strategically is difficult
to focus on seeing the
because you get bogged down
bigger picture
in all the day to day stuff!
@andyhanselman

39. it’s hard to create time
to focus on seeing the
bigger picture
@andyhanselman

40. “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
@andyhanselman

41. ‘go for walks!’

42. @andyhanselman

43. “if you make your little decisions based on the big picture, at the very least you’re always heading in the right direction”
richard branson
@andyhanselman

44. leadership in...
‘3D’ Businesses...
@andyhanselman

45. is not a job title!
@andyhanselman

46. is at every level!
@andyhanselman

47. is proactively developed!
@andyhanselman

48. get engaged!

49. 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
@andyhanselman

50. “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
Chris Holmes
@andyhanselman

51. @andyhanselman

52. people tell us they want to know...
@andyhanselman

53. how is this vision relevant to me?
why are we doing this?
how is this vision relevant to me?
what specifically do you want me to do?
how will i be measured?
what consequences will i face?
what tools and support are available?
what’s in it for me?
how are we doing?
@andyhanselman

54. to help people answer these questions!
the leaders’ role?
to help people answer these questions!
@andyhanselman

55. 1 billion ‘tiny tummy touch points’!

56. Senior Executive Incentive Scheme!

57. @andyhanselman

58. “fixed on the vision, flexible on the journey”
jeff bezos, ceo, amazon
@andyhanselman

59. 3D characteristic #2:
‘think in 3D’!
@andyhanselman

60. why should I buy from you?
@andyhanselman

61. sit down if you heard anything like this....
our ‘expertise and experience’
our people
our location
our reputation
our quality
our pricing
our personal service
our customer care
our flexibility to customer needs
our ability to solve problems
our ‘uniqueness’
@andyhanselman

62. usp’s?
@andyhanselman

63. = ‘usual stuff people say’!
@andyhanselman

64. Dramatic Difference:
“an unmatchable ‘bundle’ of products, services, skills, methods and practices that differentiate a business
from its competitors”
@andyhanselman

67. Dramatic Difference ? Demonstrate it ? what is your... how do you...
@andyhanselman

69. create ‘delighted’ and ‘devoted’ customers!
3D characteristic #3:
create ‘delighted’ and ‘devoted’ customers!
@andyhanselman

70. @andyhanselman

71. @andyhanselman

72. @andyhanselman

73. @andyhanselman

74. ‘foster devotion’ through consistency!
3D Businesses...
‘foster devotion’ through consistency!
@andyhanselman

75. 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
@andyhanselman

76. 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
@andyhanselman

77. “i never had control, and I never wanted it
“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
“there may be 50 ways to leave your lover, but there are only 4 ways out of this airplane.”
“your bags will be available on carrousel x. if you do not find them, they will be available in 2-3 weeks on eBay.”
“in order to enhance the appearance of your flight crew, we will be dimming the cabin lights.”
@andyhanselman

78. forget CRM, think MCR – Maximise your Customer Relationships!
3D characteristic #4:
forget CRM, think MCR – Maximise your Customer Relationships!
@andyhanselman

79. “proactively developing relationships that give the best to, and get the best from, the customers you want”
@andyhanselman

80. maximise opportunities !
3D Businesses...
maximise opportunities !
@andyhanselman

81. @andyhanselman

82. ‘share of customer, not just ‘share of market’
think...
‘share of customer, not just ‘share of market’
@andyhanselman

83. POR QUE? KEY KEEP OUT! KEEP IN TOUCH
HIGH
SPEND
POR
QUE?
KEY
LOW SHARE
HIGH SHARE
KEEP OUT!
KEEP IN TOUCH
LOW
SPEND
@andyhanselman 14 83

84. easy to buy from! remember you! make recommendations!
keep you informed!
@andyhanselman

85. they do it consistently!
$34 Billion!!!
@andyhanselman

86. 3D characteristic #5:
create an UBER culture!
@andyhanselman

87. what exactly is culture
@andyhanselman

88. “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
@andyhanselman

89. “the way we do things around here”
andy hanselman
@andyhanselman

90. “it’s what people do when no one’s looking”
herb kelleher, founder, southwest airlines
@andyhanselman

91. 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!
@andyhanselman

92. “ 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
@andyhanselman

94. 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’
@andyhanselman

95. “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
@andyhanselman

97. champion
your
champions

98. why not get your customers to do it?

99. 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 
@andyhanselman

100. “you’re going to have a culture anyway
“you’re going to have a culture anyway. you can and should influence it – so why not build the one you love?”
@andyhanselman
darmesh shah, founder of hubspot

101. 3D characteristic #6:
KeeP In Control!
@andyhanselman

102. collect
analyse
communicate
maximise
@andyhanselman

103. maximise
communicate
analyse
collect
@andyhanselman

104. cannot accurately determine their
“50% of businesses
cannot accurately determine their
profitable customers
and products”
@andyhanselman
source: KPMG

105. 3D characteristic #7:
innovatiON!
@andyhanselman

106. “the successful exploitation of new ideas”
@andyhanselman

107. 27% of UK employees are sitting on ideas that they think would be good for their business but they’re not putting those ideas forward.
source: l’oreal research 2013
@andyhanselman

108. 71% of UK businesses don’t have any such platform for contributions to be made!
source: l’oreal research 2013
@andyhanselman

109. “my door is always open” is not a process!

110. pizza problem solving!
@andyhanselman

111. 2: systems and processes
1: leadership
2: systems and processes
3: climate
4: implementation
@andyhanselman

112. so....
in summary
@andyhanselman

113. 3D characteristic #1:
get that vision thing!
@andyhanselman

114. 3D characteristic #2:
‘think in 3D’!
@andyhanselman

115. create ‘delighted’ and ‘devoted’ customers!
3D characteristic #3:
create ‘delighted’ and ‘devoted’ customers!
@andyhanselman

116. forget CRM, think MCR – Maximise your Customer Relationships!
3D characteristic #4:
forget CRM, think MCR – Maximise your Customer Relationships!
@andyhanselman

117. 3D characteristic #5:
create an UBER culture!
@andyhanselman

118. 3D characteristic #6:
KeeP In Control!
@andyhanselman

119. 3D characteristic #7:
innovatiON!

120. how do you ‘measure up’?
@andyhanselman

121. take action, not notes!
@andyhanselman

122. what can you do
about it?

123. 3D strategic away days!

124. 3D conferences!

125. in-house 3D
sessions!
you choose the topics and subjects!

126. @andyhanselman

127. @andyhanselman

128. @andyhanselman

129. @andyhanselman

130. @andyhanselman

131. Up and Coming Leaders Accelerate!
UCLA!
Helping
Up and Coming Leaders Accelerate!
An innovative leadership and business development programme
starts in november 2015!
for ‘existing’ managers, ‘potential’ managers and ‘rising stars’!
7 ‘half day’ workshops spread over 5 months
improve leadership, commercial and personal skills
comprehensive workbooks, assessments and toolkits
working with other leaders and managers
online and website support!
@andyhanselman

132. Up and Coming Leaders Accelerate!
UCLA!
Helping
Up and Coming Leaders Accelerate!
An innovative leadership and business development programme
@andyhanselman

133. “vision without action is hallucination”
thomas edison
@andyhanselman

134. “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
@andyhanselman

135. “scare yourself, otherwise you’re not doing anything new”
mary murphy hoye, head of r & d, intel
@andyhanselman

136. “don’t just stand there….. do something!”
dick dastardly
@andyhanselman

137. so.... what are you going to do?
@andyhanselman

138. people can be divided into three groups
@andyhanselman

139. those who make things happen
those who watch things happen
those who ask ‘what happened’?
@andyhanselman

140. MISSING YOU ALREADY!
@andyhanselman

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