Going the Extra Mile – Customer Experiences

Eric Flannigan has been creating innovative and effective customer service initiatives for years; working with major corporates, SMEs and fledgling entrepreneurs to deliver the ultimate in customer experiences there’s little he doesn’t know about the holy grail of excellence in service.

Speaking at a recent Evening Exchange on “Going the Extra Mile” Eric, of Flannigan Consulting, shared some of his experience. He believes a business is only as good as the weakest link, so it’s important to discover what that is, fix it and then manage service as tightly as production or operations.

He summed his thoughts into “In a Nutshell” actions for improving your customer experience. Number one is to have a single compelling purpose for your business existence ie to be renowned for outstanding service. But to deliver that you need leadership skills to win the hearts and minds of the people who work for you.

Giving praise and recognition for good services to customers is key, and make sure you value those who deliver very well for your customers.

It’s also important to define what your outstanding service actually looks like, and how each of your customers will experience that.
Eric says: “Make sure that key people walk the talk on service, measure the delivery – and manage it fiercely.

“Focus on increasing customer opinion by a factor of between 3 and 5.”

He also suggested simple tips to remind customers of all the “over and above” things you do for them. “Send them an invoice recording ‘no charge’ when you have done something significant for customer and you wish to underline that you went the extra mile.”

Key takeaways from the event:
Remember the value of face to face
Simplicity and visible, engaged leadership turns your values into your assets
Get new employees to physically sign up to Values and Service Behaviours

Motivating Your Team – part 3

How do you strike a balance when challenged with holding your people to account but also motivating them?

Brian Williamson of Jumpstart had many experiences to share, and plenty top tips from across the range of businesses he has worked in.

He believes your leadership style has to suit your situation; at times of crisis you need to be a dictator and at times of rapid expansion you need to keep everyone focused. Having the ability to use a persuasive argument is a life skill that will stand you in good stead no matter the situation.

Brian said communication is a constant requirement, people are not mind readers so they need to hear what you are thinking and planning, and you should encourage all in the company to have an adult to adult conversation, never act like a parent.

“When making hard decisions always be transparent and fair,” said Brian. “Live the culture of the business and do that through every decision you make.

“Do not make staff part of your dream but make the company part of their dream, and as a result great things will happen.”

Speaking alongside William Ramsay of the Affordable Art Fair, Brian wasn’t just sharing his own experiences. He was also learning from others.

“I really liked a quote Will made which was I think from Harry Trueman – ‘Do not adjust your ambitions to match your performance but adjust you performance to match your ambitions’.

“I’ll also now be connecting staff to the plan for the business so they each understand their part on achieving the whole,” said Brian.

There were two memorable gems of advice that Susan Aktemel will take away with her; the first was to invest heavily (time wise) in the recruitment process at the beginning to get the best talent with the right values.

And to celebrate business success with your team, and to be honest and approachable when there are challenges.

Susan, founder of Homes for Good, said the highlight for her was hearing Brian’s journey, job by job, and the lessons in motivating staff he learned along the way.

“Much of what was discussed reinforced what I already knew or had applied in my previous business and I wanted to reflect on motivating staff and picking up tips before I launch in to Homes for Good and start recruiting again,” said Susan.

“It confirmed that my approach to asserting values in business and recruiting on this basis is a good plan! It also gave me more confidence in addressing situations when staff are not motivated – this is something I need to be able to improve on.”

Jo Dunbar of Stewart First Aid found the most memorable bit of info was the “have the honest conversation” discussion from Brian, to be up front with staff but be fair and value them, to always communicate values and ensure staff truly understand these.

Jo said she found it quite reassuring that a few of the other attendees spoke of their frustrations, that the motivation that they all seemed to share was difficult to install in others.

“It was good to talk about this and discuss the things that motivate people,” said Jo. “Will had a great hand out to give us on this and Brian had great examples. Staff need to be treated as individuals and you need to invest in them to either get them to the level that you want or deal directly with the fact that they may not match your organisation.

“We are implementing a performance management system and I think a lot of what was discussed matches what we are trying to do. We want to ensure that every person within our organisation has their own objectives that match their job and the organisational objectives.

“I guess it was great to know we are on the right lines.”

Event feedback:
“I took real inspiration from the speakers and got a lot of value from the general conversation as well as the answers to my specific questions.”
“It became evident in listening to the attendees that a lot of us experience the same difficulties. A lot of the discussion centred around leadership which I found really interesting.”
“Reinforced a lot of what I already practice and gave me good advice for dealing with difficult situations.”
“My key tips – to be authentic and honest to help motivating your team, to let them build and own their plans and to pace myself at their pace otherwise you lose them.”
“Key tips for me – Methods of reward – Having the honest conversation – Communicating the values.”

Motivating your Team – part 2; Top 10 Leadership Qualities

Ex-army officer and MD of Affordable Arts Fairs, William Ramsay draws on the leadership skills and qualities he learned during his military career. All 10 can be effectively transferred into a business environment.

Here William shares the top 10 skills and his thoughts on the qualities required to deliver them.

The Top 10 Leadership Qualities:
Vision
Integrity
Dedication
Magnanimity
Humility
Openness
Creativity
Fairness
Assertiveness
Sense of Humour

A leader with vision has a clear, vivid picture of where to go, as well as a firm grasp on what success looks like and how to achieve it. But it’s not enough to have a vision; leaders must also share it and act upon it.

Jack Welch, former chairman and CEO of General Electric Co., said, “Good business leaders create a vision, articulate the vision, passionately own the vision and relentlessly drive it to completion.”

A leader must be able to communicate his or her vision in terms that cause followers to buy into it. He or she must communicate clearly and passionately, as passion is contagious.

“A small body of determined spirits fired by an unquenchable faith in their mission can alter the course of history.”-Mahatma Gandhi

A good leader must have the discipline to work toward his or her vision single-mindedly, as well as to direct his or her actions and those of the team towards the goal. Action is the mark of a leader. A leader does not suffer “analysis paralysis” but is always doing something in pursuit of the vision, inspiring others to do the same.

Integrity is the integration of outward actions and inner values. A person of integrity is the same on the outside and on the inside. Such an individual can be trusted because he or she never veers from inner values, even when it might be expeditious to do so. A leader must have the trust of followers and therefore must display integrity.

Honest dealings, predictable reactions, well-controlled emotions, and an absence of tantrums and harsh outbursts are all signs of integrity. A leader who is centered in integrity will be more approachable by followers.

Dedication means spending whatever time or energy is necessary to accomplish the task at hand. A leader inspires dedication by example, doing whatever it takes to complete the next step toward the vision. By setting an excellent example, leaders can show followers that there are no nine-to-five jobs on the team, only opportunities to achieve something great.

“Any organization will be only as successful as those at the bottom are willing to make it.” –General Bill Creech

Magnanimity means giving credit where it is due. A magnanimous leader ensures that credit for successes is spread as widely as possible throughout the company. Conversely, a good leader takes personal responsibility for failures. This sort of reverse magnanimity helps other people feel good about themselves and draws the team closer together. To spread the fame and take the blame is a hallmark of effective leadership.

“When things go wrong in your command, start searching for the reason in increasingly large circles around your own desk.” – Gen. Bruce Clarke

“You must underwrite the honest mistakes of your subordinates if you wish to develop their initiative and experience.” – Gen. Bruce Clarke

Leaders with humility recognize that they are no better or worse than other members of the team. A humble leader is not self-effacing but rather tries to elevate everyone. Leaders with humility also understand that their status does not make them a god. Mahatma Gandhi is a role model for Indian leaders, and he pursued a “follower-centric” leadership role.

Openness means being able to listen to new ideas, even if they do not conform to the usual way of thinking. Good leaders are able to suspend judgment while listening to others’ ideas, as well as accept new ways of doing things that someone else thought of. Openness builds mutual respect and trust between leaders and followers, and it also keeps the team well supplied with new ideas that can further its vision.

“Feedback is a gift. Ideas are the currency of our next success. Let people see you value both feedback and ideas.” -Jim Trinka and Les Wallace

Creativity is the ability to think differently, to get outside of the box that constrains solutions. Creativity gives leaders the ability to see things that others have not seen and thus lead followers in new directions. The most important question that a leader can ask is, “What if … ?” Possibly the worst thing a leader can say is, “I know this is a dumb question … ”

Fairness means dealing with others consistently and justly. A leader must check all the facts and hear everyone out before passing judgment. He or she must avoid leaping to conclusions based on incomplete evidence. When people feel they that are being treated fairly, they reward a leader with loyalty and dedication.

Assertiveness is not the same as aggressiveness. “Those who are fear’d, are hated.” Said Benjamin Franklin. Rather, it is the ability to clearly state what one expects so that there will be no misunderstandings. A leader must be assertive to get the desired results. Along with assertiveness comes the responsibility to clearly understand what followers expect from their leader.

Many leaders have difficulty striking the right amount of assertiveness. It seems that being underassertive or overassertive may be the most common weakness among aspiring leaders.

A sense of humor is vital to relieve tension and boredom, as well as to defuse hostility. Effective leaders know how to use humor to energize followers. Humor is a form of power that provides some control over the work environment. And simply put, humor fosters good camaraderie.

Motivating Your Team (part 1)

How do you strike a balance when challenged with holding your people to account but also motivating them? How do you share your vision, engage your team and be an authentic leader who leads by example?

William Ramsay spent five years as an army officer and the last 16 running his own business – Affordable Art Fairs – turning over £15m with 46 employees.

Affordable Art Fair


His army experiences shaped how he runs his business, particularly around motivation and leadership. William spoke at a recent Focus Dinner and shared his thoughts on how to lead, motivate and ultimately grow your business.

William believes there are 6 ways to motivate your team; financial incentives, looking after people well, engaging them, trusting/empowering them, company culture and values, good leadership.

If you decide to motivate by financial incentives then it’s important to understand that a pay rise only has an impact on productivity for two weeks. You should pay your team well enough, William suggests not the highest, but 80% of highest, and then spend the other 20% on treating them to make them enjoy their job more. He gives targets to his sales teams, but understands that market conditions can change beyond their control to affect their targets, and he gives discretionary bonuses to all.

When it comes to motivating by looking after people, William appraises at least annually, with 6 monthly ‘mini appraisals’. He intentionally separates them from salary reviews, otherwise they will expect more money if they get a good appraisal. And it’s key to make sure you team can clearly see their career path.

“The growth and development of people is the highest calling of leadership.” – Harvey S. Firestone.

Motivation by engaging your team is simply down to communication; good communication is very important in any company, and it’s important not to bottle up.

Trust and empowerment is all about effective delegation and verification. When delegating, make sure you indicate the due date and set calendar reminders and don’t be afraid to ask if further clarification is necessary. Finally the verification, report back on the status of tasks in a timely fashion and be responsive.

“Never tell people how to do things. Tell them what to do and they will surprise you with their ingenuity.” – Gen. George S. Patton

Work out your company culture and values, share them, recruit by them and make sure everyone is on the same path with no square plugs in round holes.

And finally William believes in motivation by good leadership; not only your good leadership, but also try to make your subordinated be good leaders too of those junior to them, as well as interns, customers and suppliers. Every organisation needs leaders at every level.

“The greatness of a leader is measured by the achievements of the led. This is the ultimate test of his effectiveness.” – Gen. Omar Bradley

William shares his top 10 leadership qualities in part 2 of this blog, and the attendees thoughts and experiences will be followed up in part 3.

Heading for the Exit

Do you have an exit strategy? Do you need one? How do you create realistic and achievable exit strategy? How do you communicate it? Who should it be shared with? What about due diligence? What’s a data room and do you need to build one?

Difficult questions, but the answers are right here.

Everything you could need to know about exiting your business was shared at a recent Focus Dinner, chaired by Gerry Docherty of New Media Partners with speakers Nelson Gray of Firth Ventures and David Carrick of Memex.

The key answers were around being prepared in advance and ensuring all the relevant paperwork and processes are in place in advance of any exit activity, and knowing how to strategically value your business. Get it right and you could add 50% to the final value of the business.

Gerry warned that a lot of time and money can be wasted building a data room when an acquirer comes on the scene. There’s no reason why standard processes shouldn’t already be in place on a day-to-day basis to keep electronic records of financial, legal, contractual, and board documents. Then, if and when a data room is required, it’s a simple matter of transferring the key documents.

And acquisition discussions can be dangerously time-consuming, so Gerry suggested cutting them short if they’re not going to lead to an offer. If a potential acquirer starts a discussion, investigate them. Do they really have the money? Have they done this before? If they have, talk to some of the people they’ve acquired? Do they have credible advisers? If you’re not convinced, cut the conversation.

“The value of your company is less to do with the current turnover and profit levels, and much more to do with the strategic value to the potential purchaser,” said Gerry. “And these will be different for different purchasers – they might perceive your value to be in be your people, your product, your customer base, your brand, or some combination of the above.

“You need to work out what your strategic value is for an acquirer, and maximise it.”

Nelson Gray believes everyone needs an exit strategy even if you’re not planning to sell soon. At some point, he says, you will want to retire, do something else, spend more time with the family, realise this isn’t fun anymore, just want to sleep better knowing that you could exit if you wanted to, or die.

“I believe that a good exit plan and strategy, properly implemented, can add 50% or more to the final value of a business. Think about that. You run your business for 15 or 20 years yet have the final value could come from what you do or do not do effectively in the last few months,” said Nelson.

Timing is crucial. This is partially personal timing: when is it right for you personally to get out? You have the opportunity to plan, but as with making a will many people put it off because they really don’t want to think about what happens next. Better to be prepared to exit at any time, and not have to do it (or to say no to an offer), then have to do it in a panic.

And timing can be simply opportunistic, if an unexpected offer comes. Because it’s unexpected, you’re not prepared, and you don’t get the optimum outcome.

Nelson said the first basic misunderstanding is that value is related to turnover or profit. In reality, no exit he has been involved with has been related to either of these. Indeed several exits in the past, and some anticipated, will be of companies with no turnover and only losses.

Optimum exit value relates to selling something of strategic value, not financial value, to the acquirer. And knowing the difference is key.

“You need to start thinking of the business itself as a product, a product that you are building for specific customers, those are the customers for the business, people who will purchase you,” explained Nelson.

“By doing this – shifting the way many think of their business – you really start to create potential entrepreneurial wealth.”

But to do this effectively means having a really deep understanding of who those potential acquirers are, where they are, what it is they are looking for and where you have to be to be acquired.

And this, said Nelson, is why you need to start thinking about it now, and plan for it possibly over a number of years, and not simply when you wake up one morning and can’t be bothered going into the office.

Strategically planning an exit needs real attention to detail. Nelson recommends the following steps.

· Name the five most likely acquirers of your business for cash.
· Describe what it is you have to achieve in order to be of interest to those five acquirers.
· Know how much cash, and what you have to achieve that?
· Do you think you have the cash, skills and other resources needed to achieve that objective within the time necessary (i.e. before what you do becomes irrelevant to those acquirers).

“Chances are you will not be bought by one of those five, but at least you’ll be moving in the right direction,” said Nelson. “Chances are you’ll actually be bought by somebody who wants to compete with one of those five and who you have no idea even exists today. But it least you’ll be moving into the right pond.

“Too often I have been given examples of supposed potential acquirers, who are simply not. They have never bought a company, don’t have the resources to buy a company, have never bought a company in this country, or don’t buy companies for as little or for as much as the target exit value being looked for.”

Finally, he offered the following points for consideration:

• Think about your personal goals and ambitions and what you want to do with your life. How much is enough? Are you on the deferred life plan?

• Become visible in the market within which you wish to be purchased. Both personally and as a business.

• You need to become unimportant to the business.

• Structure of the deal – what you get on day one may be all that you get so don’t bank on the deferred payments.

Speaker Biographies