Living with purpose and passion is based upon decision. You may choose to live day after day, one after another, in a completely ordinary existence. OR you can choose to greet each day with a possibility mindset. A purposeful mindset. A Passionate mindset. Begin each day with these questions and be amazed.
1. Why is it important for me to engage myself in my work passionately and purposefully each day?
2. How will I choose to allow my attitude effect how I address stressful situations at work today? How can I be more affective and proactive in regards to stress and attitude?
3. When am I most likely too react with the most passion and purpose today? Meeting with clients? Working on my computer? Following up on a lead? Take note of what makes your passion come alive, so you can use it to better your work performance.
4. Where within the organization am I best able to express my passion and purpose? Is it working with my peers? My supervisors? Clients? Interdepartmentally? Where physically do I perform the most purposefully?
5. With whom do I need to spend time in order to maintain balance as I pursue my passion and purpose? Within the organization, who best supports me?
6. What choices will I make today that align my purpose and passion with the tasks at hand at work?
7. Who am I called to be today as an expression of my passion for living?
By Julie Jordan Scott
Tuesday, June 3, 2008
Monday, June 2, 2008
Customer retention
Hear Me Out: Talking & Listening to Your Current Guests May Be The Best Way To Get More Of Them Through the Door
By Rick Hendrie, President & CEO of Remarkable Branding
According to conventional wisdom, the best way to get new customers is to go out and advertise to the consumers that you do not currently have. Guess what? It costs 3 to 5 times more to attract a new guest than it does to encourage a current customer to
1. Come more often
2. Spend more money
3. Or, increase their party size
Serenade your current guests and they will attract ‘Birds of a Feather’, who will flock to you. Does advertising have a place? Of course, in the same way that charcoal starter fluid does in getting briquettes to burn. But the most powerful, long-term form of marketing is to focus on current customers. Why? They know who you are and what you do and love you anyway. In many cases, they know far more than you think. Leverage that intimacy by creating Raving Fans.
Farming vs. huntingTo ‘Farm’ is to plant the seeds of a great harvest, one relationship at a time. IT promises the ability to feed whole year’s worth of business. The only stipulation is that you have to be patient. Not an easy thing to do in today’s “I gotta have it this minute” Id-centric style of management. The hunter shoots a blunderbuss of a media campaign, bags a bear and can eat for a couple of weeks. Hunters have to work much harder for much less reward over the long haul.
Now, here’s the dirty little secret about media. It doesn’t work very well. In a recent Yankelovitch study, over 6 out of 10 consumers were overwhelmed and turned off by the amount of media and advertising being flung at them. In another study, less than 10% of consumers could actually name the brand whose television ad they had just witnessed. We are over marketed, over dosed and nauseous.
“Farming” posits that you cultivate with current guests relationships that, as they deepen, create both an unbreakable bond and unvarnished, enthusiastic "word of-mouth" marketing. Is there a better, more compelling, more cost-effective form of advertising.
For those of you who still pine for the elusive guest you haven’t got, consider this: As a rule, 10 percent to 15 percent of your current guests are new. They never have been to your location before but have stumbled in by happenstance or some local contact.
We are a mobile society, in which populations not only grow but also change over time. Even if you are in a city where there is little net-population gain, consumers are still moving in and out because of job or life changes. That means the guest you don‘t have, you do have! So maximize the quality and quantity of interactions with people you already know. Orchestrate word-of-mouth marketing that self-perpetuates your business.
Focus on your core relationships. How well do you know your guests? If you have done your research, you know the breakout of first-time, light, medium and heavy users of your restaurant. That data allows you to calculate the total number of unique visits guests pay in an average year. I suggest, for most restaurants, the number will range in the thousands. Do you know each of the guest‘ names? Where they live? Where they work and what they do? If they are married, have kids, have significant others? In studying the concept, I have found that most restaurateurs know less than 10 percent of their guests in this intimate way, and I‘m being generous.
Why does it matter? We live in an age when Americans seek human community, authentic relationships and real connections with each other. Starbuck‘s appeal comes, in part, because the company has tapped into that longing for a “third place” between home and work or school. When you commit to a guest-relationship-marketing focus, you will be able to tap into the same lodestone.
Create conversations. WOW branding is a result of hundreds of relevant conversations between you and your staff and the guest. Your brand’s power comes from layer upon layer of interaction, each time adding (or subtracting) to your branded story’s credibility. No one conversation is a magic bullet designed to bring the masses in — although there are very effective promotional components to that concept. The guest gains trust in you and your sincerity over time. In the book “Engaging Customers in e-Business” authors Jeffery Farriss and Laura Langendorf stated, “Consumers will be less inclined to tune out sales information once they’ve grown to trust a brand or company.”
You need to create opportunities to converse with the guest that feel human and natural. See it as a 24-7 proposition. Here are some suggestions:
· See every transaction as a platform to offer choice to the guest. In the Experience Era, choice and customization rule
· Acknowledge every guest. Use Politeness as a strategic differentiator. Most people aren’t ever thanked for their patronage, so you can ‘Blow their minds’ through simple courtesy
· View all guest conversations “as virtual.” And ongoing. Use technology to support you. Remember the example a Ritz Carlton who remembered a guest who liked Guinness Stout in his mini-bar. They didn’t just get it the first time he requested it (normally, that would be the WOW), they had it waiting in his room the next time he returned. WOWWOWWOW.
· Become the Feedback Champ. Respond to feedback quickly and solicit more. It’s not important to compile lists and reports.
· Take the guest’s temperature regularly. Use focus groups. Make it a regular feature of how you do business
We live in an age where anonymous communication just won’t cut it anymore. We want personal attention (Do a Google on Personal Coaches…You’ll see). We feel abused, ignored and otherwise furious at how more information is being thrown at us with less and less human connection.
By Rick Hendrie, President & CEO of Remarkable Branding
According to conventional wisdom, the best way to get new customers is to go out and advertise to the consumers that you do not currently have. Guess what? It costs 3 to 5 times more to attract a new guest than it does to encourage a current customer to
1. Come more often
2. Spend more money
3. Or, increase their party size
Serenade your current guests and they will attract ‘Birds of a Feather’, who will flock to you. Does advertising have a place? Of course, in the same way that charcoal starter fluid does in getting briquettes to burn. But the most powerful, long-term form of marketing is to focus on current customers. Why? They know who you are and what you do and love you anyway. In many cases, they know far more than you think. Leverage that intimacy by creating Raving Fans.
Farming vs. huntingTo ‘Farm’ is to plant the seeds of a great harvest, one relationship at a time. IT promises the ability to feed whole year’s worth of business. The only stipulation is that you have to be patient. Not an easy thing to do in today’s “I gotta have it this minute” Id-centric style of management. The hunter shoots a blunderbuss of a media campaign, bags a bear and can eat for a couple of weeks. Hunters have to work much harder for much less reward over the long haul.
Now, here’s the dirty little secret about media. It doesn’t work very well. In a recent Yankelovitch study, over 6 out of 10 consumers were overwhelmed and turned off by the amount of media and advertising being flung at them. In another study, less than 10% of consumers could actually name the brand whose television ad they had just witnessed. We are over marketed, over dosed and nauseous.
“Farming” posits that you cultivate with current guests relationships that, as they deepen, create both an unbreakable bond and unvarnished, enthusiastic "word of-mouth" marketing. Is there a better, more compelling, more cost-effective form of advertising.
For those of you who still pine for the elusive guest you haven’t got, consider this: As a rule, 10 percent to 15 percent of your current guests are new. They never have been to your location before but have stumbled in by happenstance or some local contact.
We are a mobile society, in which populations not only grow but also change over time. Even if you are in a city where there is little net-population gain, consumers are still moving in and out because of job or life changes. That means the guest you don‘t have, you do have! So maximize the quality and quantity of interactions with people you already know. Orchestrate word-of-mouth marketing that self-perpetuates your business.
Focus on your core relationships. How well do you know your guests? If you have done your research, you know the breakout of first-time, light, medium and heavy users of your restaurant. That data allows you to calculate the total number of unique visits guests pay in an average year. I suggest, for most restaurants, the number will range in the thousands. Do you know each of the guest‘ names? Where they live? Where they work and what they do? If they are married, have kids, have significant others? In studying the concept, I have found that most restaurateurs know less than 10 percent of their guests in this intimate way, and I‘m being generous.
Why does it matter? We live in an age when Americans seek human community, authentic relationships and real connections with each other. Starbuck‘s appeal comes, in part, because the company has tapped into that longing for a “third place” between home and work or school. When you commit to a guest-relationship-marketing focus, you will be able to tap into the same lodestone.
Create conversations. WOW branding is a result of hundreds of relevant conversations between you and your staff and the guest. Your brand’s power comes from layer upon layer of interaction, each time adding (or subtracting) to your branded story’s credibility. No one conversation is a magic bullet designed to bring the masses in — although there are very effective promotional components to that concept. The guest gains trust in you and your sincerity over time. In the book “Engaging Customers in e-Business” authors Jeffery Farriss and Laura Langendorf stated, “Consumers will be less inclined to tune out sales information once they’ve grown to trust a brand or company.”
You need to create opportunities to converse with the guest that feel human and natural. See it as a 24-7 proposition. Here are some suggestions:
· See every transaction as a platform to offer choice to the guest. In the Experience Era, choice and customization rule
· Acknowledge every guest. Use Politeness as a strategic differentiator. Most people aren’t ever thanked for their patronage, so you can ‘Blow their minds’ through simple courtesy
· View all guest conversations “as virtual.” And ongoing. Use technology to support you. Remember the example a Ritz Carlton who remembered a guest who liked Guinness Stout in his mini-bar. They didn’t just get it the first time he requested it (normally, that would be the WOW), they had it waiting in his room the next time he returned. WOWWOWWOW.
· Become the Feedback Champ. Respond to feedback quickly and solicit more. It’s not important to compile lists and reports.
· Take the guest’s temperature regularly. Use focus groups. Make it a regular feature of how you do business
We live in an age where anonymous communication just won’t cut it anymore. We want personal attention (Do a Google on Personal Coaches…You’ll see). We feel abused, ignored and otherwise furious at how more information is being thrown at us with less and less human connection.
Monday, May 26, 2008
Failure
FAILURE
Failure doesn't mean - You are a failure,
It means - You have not succeeded.
Failure doesn't mean - You accomplished nothing,
It means - You have learned something.
Failure doesn't mean - That you have been a fool,
It means - You had a lot of faith.
Failure doesn't mean - You've been disgraced.,
It means - You were willing to try.
Failure doesn't mean - You don't have it.,
It means - You have to do something in a different way.
Failure doesn't mean - You are inferior.
It means -You are not perfect.
Failure doesn't mean - You've wasted your life.,
It means - You have a reason to start afresh.
Failure doesn't mean - You should give up.,
It means - You must try harder.
Failure doesn't mean -You'll never make it.,
It means - It will take a little longer.
Failure doesn't mean - God has abandoned you.,
It means - God has a better way for you.
Failure doesn't mean - You are a failure,
It means - You have not succeeded.
Failure doesn't mean - You accomplished nothing,
It means - You have learned something.
Failure doesn't mean - That you have been a fool,
It means - You had a lot of faith.
Failure doesn't mean - You've been disgraced.,
It means - You were willing to try.
Failure doesn't mean - You don't have it.,
It means - You have to do something in a different way.
Failure doesn't mean - You are inferior.
It means -You are not perfect.
Failure doesn't mean - You've wasted your life.,
It means - You have a reason to start afresh.
Failure doesn't mean - You should give up.,
It means - You must try harder.
Failure doesn't mean -You'll never make it.,
It means - It will take a little longer.
Failure doesn't mean - God has abandoned you.,
It means - God has a better way for you.
Feelings island
Feelings island
Once upon a time, there was an island where all the feelings lived: Happiness, Sadness, Knowledge and all of the others, including Love…
One day, it was announced to the feelings that the island would sink, so all repaired their boats and left. Love was the only one who stayed.
Love wanted to persevere until the last possible moment.
When the island was almost sinking, Love decided to ask for help.
Richness was passing by Love in a great boat.
Love said:
"Richness, can you take me with you?"
Richness answered:
"No, I can't. There is a lot of gold and silver in my boat.
There is no place here for you."
Love decided to ask Vanity, who was also passing by in a beautiful vessel:
"Vanity, please help me!"’
"I can't help you, Love. You are all wet and might damage my boat," Vanity answered.
Sadness was close by, so Love asked for help:
"Sadness, let me go with you."
"Oh...Love, I am so sad that I need to be by myself!"
Happiness passed by Love too, but she was so happy
that she did not even hear when Love called her! Suddenly,
there was a voice:
"Come Love, I will take you." It was an elder.
Love felt so blessed and overjoyed that he even forgot
to ask the elder her name.
When they arrived at dry land, the elder went her own way.
Love realizing how much he owed the elder asked Knowledge, another elder:
"Who helped me?"
"It was Time," Knowledge answered.
"Time?" asked Love. "But why did Time help me?"
Knowledge smiled with deep wisdom and answered:
"Because only Time is capable of understanding
how great Love is."
..............................................................
Once upon a time, there was an island where all the feelings lived: Happiness, Sadness, Knowledge and all of the others, including Love…
One day, it was announced to the feelings that the island would sink, so all repaired their boats and left. Love was the only one who stayed.
Love wanted to persevere until the last possible moment.
When the island was almost sinking, Love decided to ask for help.
Richness was passing by Love in a great boat.
Love said:
"Richness, can you take me with you?"
Richness answered:
"No, I can't. There is a lot of gold and silver in my boat.
There is no place here for you."
Love decided to ask Vanity, who was also passing by in a beautiful vessel:
"Vanity, please help me!"’
"I can't help you, Love. You are all wet and might damage my boat," Vanity answered.
Sadness was close by, so Love asked for help:
"Sadness, let me go with you."
"Oh...Love, I am so sad that I need to be by myself!"
Happiness passed by Love too, but she was so happy
that she did not even hear when Love called her! Suddenly,
there was a voice:
"Come Love, I will take you." It was an elder.
Love felt so blessed and overjoyed that he even forgot
to ask the elder her name.
When they arrived at dry land, the elder went her own way.
Love realizing how much he owed the elder asked Knowledge, another elder:
"Who helped me?"
"It was Time," Knowledge answered.
"Time?" asked Love. "But why did Time help me?"
Knowledge smiled with deep wisdom and answered:
"Because only Time is capable of understanding
how great Love is."
..............................................................
Saturday, May 24, 2008
Leadership
LEADERSHIP
There is a basic problem with the style of leadership advocated in this article in that nearly every historic "Leader" one can name has had a completely different approach; Machiavelli did not advocate being a caring Protector as a means of becoming a great leader but rather that a Prince ought to be happy with "a reputation for being cruel in order to keep his subjects unified and loyal". Your situation, however, is a little different. You do not have the power to execute, nor even to banish. The workforce is rapidly gaining in sophistication as the world grows more complex. You cannot effectively control through fear, so you must try another route. You could possibly gain compliance and rule your team through edict; but you would lose their input and experience, and gain only the burdens of greater decision making. You do not have the right environment to be a despot; you gain advantage by being a team leader.
A common mistake about the image of a manager is that they must be loud, flamboyant, and a great drinker or golfer or racket player or a great something social to draw people to them. This is wrong. In any company, if you look hard enough, you will find quiet modest people who manager teams with great personal success. If you are quiet and modest, fear not; all you need is to talk clearly to the people who matter (your team) and they will hear you.
The great managers are the ones who challenge the existing complacency and who are prepared to lead their teams forward towards a personal vision. They are the ones who recognise problems, seize opportunities, and create their own future. Ultimately, they are the ones who stop to think where they want to go and then have the shameless audacity to set out.
There is a basic problem with the style of leadership advocated in this article in that nearly every historic "Leader" one can name has had a completely different approach; Machiavelli did not advocate being a caring Protector as a means of becoming a great leader but rather that a Prince ought to be happy with "a reputation for being cruel in order to keep his subjects unified and loyal". Your situation, however, is a little different. You do not have the power to execute, nor even to banish. The workforce is rapidly gaining in sophistication as the world grows more complex. You cannot effectively control through fear, so you must try another route. You could possibly gain compliance and rule your team through edict; but you would lose their input and experience, and gain only the burdens of greater decision making. You do not have the right environment to be a despot; you gain advantage by being a team leader.
A common mistake about the image of a manager is that they must be loud, flamboyant, and a great drinker or golfer or racket player or a great something social to draw people to them. This is wrong. In any company, if you look hard enough, you will find quiet modest people who manager teams with great personal success. If you are quiet and modest, fear not; all you need is to talk clearly to the people who matter (your team) and they will hear you.
The great managers are the ones who challenge the existing complacency and who are prepared to lead their teams forward towards a personal vision. They are the ones who recognise problems, seize opportunities, and create their own future. Ultimately, they are the ones who stop to think where they want to go and then have the shameless audacity to set out.
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