Monthly Archives: November 2013

Information Exchange – The Next Steve Jobs Part 1

Welcome to the Loyalty Factor Information Exchange, a bi-weekly service providing summaries of major publications and books on various management and customer relationship topics. 

 Loyalty Factor has been instrumental in helping companies:

  • Increase Customer Satisfaction by 20 – 33%
  • Increase Revenues by 50% in 18 months
  • Increase Manufacturing Production by 200% in 18 months
  • Simplifying mergers and acquisitions

This weeks InfoExchange highlights some excerpts from an interview with Home Depot CEO Frank Blake, in the recent issue of Fortune Magazine.

 

Good Boss, Bad Boss – Robert I. Sutton, Ph.D.

 

If you are the boss, are you a good one?  Do you stir your people to give their all and be proud to work for you?   In Good Boss, Bad boss, Dr. Sutton applies his commonsense approach to show how the great bosses in our world differ from those who are just so-so.

 

Some statistics from University of FL researchers found employees with abusive bosses:

  • Were more likely than others to slow down or make errors on purpose (30% v. 6%)
  • Hide from their bosses (27% v. 4%)
  • Not put in maximum effort (33% v. 9%)
  • Take sick time when they weren’t sick (29% v. 4%)

 

The most telling of the statistics is that more than 20 million Americans have left jobs to flee from workplace bullies, most of whom were bosses.

 

Great bosses do work relentlessly toward two general goals –

  1. Performance: Help people do the best work they are capable of
  2. Humanity: Help people experience dignity and pride

 

The best bosses dance on the edge of overconfidence and a healthy dose of self-doubt and humility saves them from turning arrogant and pigheaded.  Wise bosses are devoted to knowing what they don’t know.  They act boldly on facts they have the right to know and search for signs that they are wrong – seeking a healthy balance between courage and humility.

 

Below are tricks to being a great boss:

 

  1. Show Them The Love – take a few moments to make people feel appreciated
  2. Assume the Best – the power of believing that good things will happen and communicating that to them
  3. 3.      Cut Loose the Real Losers
  4. Keep Teams Together – Bringing in people with connective talents and celebrating stars that help others succeed are powerful means for accomplishments.
  5. Let the Workers do their Work – protect them from the red tape, unnecessary meetings, meddlesome executives and a host of other intrusions and time wasters.

 

In summary, if you are a boss, your success depends on staying in tune with how others think, feel and react to you.  For personal coaching to develop your leadership abilities, contact Loyalty Factor at 603.334.3401.

Intuit – Core Values

Sustainable Performance PeopleValues don’t Change
I am a bit of a pack rat when it comes to saving magazine and newspaper articles. I recently dug an old article from 1998 out of a folder. The article, “Values Don’t Change” is all about Intuit and their quest to define their corporate values. I noted the values are still relevant almost 15 years later.

In 1993 when they documented their values, they had 10 core values. After some research I discovered in 2010 they revisited their core values pared the list down to 6. The words are somewhat redefined, but the fundamental meaning and goals remain.
As they say on their website, “Living by these values creates the type of environment we all desire: an environment in which we exceed the expectations of our customers and those of each other, where we don’t just satisfy people, we wow them.”
Organizations should always keep their values in the forefront of all they do and seek to live up to them daily.

Below are the core values of Intuit. What are yours? If you don’t have any, get going!

1. Integrity without Compromise

We hold ourselves and each other to the highest standards in all we say and do. Our actions and communications are always direct, honest, and transparent.

2. Delight Customers
We put customers at the heart of everything we do. We work together to deliver end-to-end experiences so profound that customers love using our products and services, and actively recommend them.
3. It’s the People
We are high-performing people who achieve great things. We embrace personal growth and development, diversity, and teamwork.
4. Innovate and Improve
We innovate to drive growth, and continuously improve everything we do. We move with speed and agility, and embrace change. We have the courage to take risks, and grow by learning from our successes and failures.
5. Own the Outcome
We are accountable for our behaviors, actions, and outcomes. We all own the success of the team, and take personal responsibility for delivering great results.
6. We Care and Give Back
We give back to our communities and the environment. We enable our people to participate and collectively have meaningful impact.

DD-Queen-of-Loyalty-2011Dianne Durkin is president and founder of Loyalty Factor, a specialized consulting and training company that enhances employee, customer and brand loyalty for some of the nation’s most prominent corporations and many smaller businesses. Durkin has over 25 years experience in finance, direct sales, international marketing and training and development.

Dianne’s proven expertise lies in helping companies quickly get to the core issues and outlining their impact on the organization’s profits, productivity and people. She authored “The Loyalty Factor: Building Employee, Customer and Brand Loyalty,” and the newly released “The Power of Magnetic Leadership: It’s Time to Get R.E.A.L.”

10 Steps to Succeed at Work: Step Ten

10.  Understand Strengths and Areas for Development

The last and certainly not least is to truly understand your strengths and areas for development. We all have strengths and we need to capitalize on those strengths. At the same time, we all have areas for development and we need to work on those areas for development and/or supplement them by teaming with people who have the expertise we do not have or that can complement our deficiencies.

In summary, make a difference in this world by being the absolute best you can be, helping others be the best they can be and working effectively with all types of individuals. In doing so you will be a magnet that people will want to be around, want to partner with and they will trust. It will lead to huge success personally, professionally, and financially.

—————————————————

DD-Queen-of-Loyalty-2011Dianne Durkin is president and founder of Loyalty Factor, a specialized consulting and training company that enhances employee, customer and brand loyalty for some of the nation’s most prominent corporations and many smaller businesses. Durkin has over 25 years experience in finance, direct sales, international marketing and training and development.

Dianne’s proven expertise lies in helping companies quickly get to the core issues and outlining their impact on the organization’s profits, productivity and people. She authored “The Loyalty Factor: Building Employee, Customer and Brand Loyalty,” and the newly released “The Power of Magnetic Leadership: It’s Time to Get R.E.A.L.

Information Exchange: Customer Service is Never Ending. You’ve always got to prove yourself.

Welcome to the Loyalty Factor Information Exchange, a bi-weekly service providing summaries of major publications and books on various management and customer relationship topics. 

 Loyalty Factor has been instrumental in helping companies:

  • Increase Customer Satisfaction by 20 – 33%
  • Increase Revenues by 50% in 18 months
  • Increase Manufacturing Production by 200% in 18 months
  • Simplifying mergers and acquisitions

This weeks InfoExchange highlights some excerpts from an interview with Home Depot CEO Frank Blake, in the recent issue of Fortune Magazine.

_____________________________________________________________

The Oct 7, 2013 issue of Fortune Magazine had an interview with Frank Blake, the CEO of Home Depot.  Excerpts from the article are as follows:

In the last quarter Home Depot blew away the analyst estimates.  When asked about customer service, Blake responded, “It’s never ending. You’ve always got to prove yourself but, it starts by taking care of your associates.”

He says that as a company you have to show that you care about your people and that you have the people’s well-being at heart. This is precisely why even in the housing downturn, the company maintained salary increases, 401K match, and increased bonuses.  Once you show that the company cares, you can then provide training.  The training is focused on helping the associates answer customer questions.

Mr. Blake mostly talked about Home Depot’s core competencies.  He stated it is all about aligning around a few things.  With over 2000 stores and 40,000 associates, he claims it is the ability to very clearly define what the organization wants to do and have everyone align around that purpose.   It is about focus, focus, focus and concentrating on the things that really make a difference.  He stated “Today’s top focus is having as seamless an experience as possible for the consumer whether they are interacting online or in the store.”

Dianne Durkin of Loyalty Factor has a proven track record in guiding leaders through defining their corporate vision.  To schedule a personalized coaching session, contact Dianne today at 603.334.3401.