accountability

It’s Not What You Think

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Wintrip Consulting Group : Take No PrisonersTake No Prisoners is a free weekly memo from Scott Wintrip that explores how Radical Accountability prospers companies and changes lives. Instead of taking people hostage with outdated, heavy-handed, and ineffective methods of management, measurement, and motivation, Radical Accountability focuses on creating an unwavering responsibility for getting what matters most done.

Getting buy-in, while an admirable concept, is holding back versus helping many companies. If you have doubts about this, just look at the challenges your organization has had at getting people to buy-in to changes or ideas.

The problem with getting buy-in is that it’s typically an exercise in thought, not action. Leaders think about how to create consensus, talk about it, get staff thinking about it, and then hope that all this thinking and talking will turn into action. When it does not, too many leaders abandon solid plans, labeling good strategies or ideas as being flawed. The only flaw, much of the time, is the process for creating buy-in.

Talk is cheap, and thinking, more often than not, does not translate into actions and sustainable changes. Great leaders of good companies use knowledge and input to determine the correct course and strategies for their companies. They then require staff to contribute to how this will be achieved through plans and actions on those plans.

Just like the captain of a ship decides on a course based on key factors and then issues orders for the crew to navigate that course, corporate captains must do the same. Imagine a ship captain polling the crew as to what is the right course. Before long, that ship runs aground, wrecking everyone’s chances for a beneficial outcome.

Action is the strongest and most rapid method for creating buy-in. Thinking and talking get you nowhere but stuck in your head. Not a good place to be, especially with your competitors riding in your wake just waiting for the opportunity to take the lead.

This Week’s Radical Accountability Activating Action:  Chart the course, then make the course right by getting everyone into action to get there.


Ready to create greater buy-in through action? Check out my Radical Accountability On Call Service.

Follow me on Twitter! You can find me here: https://twitter.com/ScottWintrip
Every day I provide pithy pieces of advice and wisdom. Join the growing crowd who read these gems every day.

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Check out my podcast series called Simply Scott on iTunes.

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Scott WintripIt’s Not What You Think
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Knowing Does Not Mean Doing – Scott’s Sales Yoga Thought for the Day

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Next time someone someone tells you he already knows all about what you’re saying, say the following:

That’s great! How much are you doing that?

Chances are there is a gap between what someone says they know and what they’re doing with that knowledge.

The divide between knowing and doing is plaguing companies across the globe. The dangerous assumption that just because someone knows something automatically means she’s doing it keeps her from looking closely at her actual behavior. Managers who don’t look closely at the division between know and do are missing the opportunity to ensure what matters most is always being done. This is especially true of those dreaded and maligned “basics” that too many people spend too much time getting back to every few weeks or months.

Imagine what would happen if people stayed with those basics. And why shouldn’t they? If they are so basic, there’s no excuse nor any barriers to doing them, since they are so basic. The real issue, more often than not, is the Knowing Doing Divide. Bridge that gap and you’ll not only close a mental loophole, you’ll close more deals and retain more customers.

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Final Days for Charter Memberships to GAIN
People in the staffing and recruiting industry have often said they’d love to keep me in their desk drawer, allowing them to open it anytime they need advice or support. While I’ve yet to find a big enough desk to fit into, I have developed a new membership offering that gives you top drawer access to my expertise when and how you need it.
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Scott WintripKnowing Does Not Mean Doing – Scott’s Sales Yoga Thought for the Day
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Extreme Customer Service

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Wintrip Consulting Group : Take No PrisonersTake No Prisoners is a free weekly memo from Scott Wintrip that explores how Radical Accountability prospers companies and changes lives. Instead of taking people hostage with outdated, heavy-handed, and ineffective methods of management, measurement, and motivation, Radical Accountability focuses on creating an unwavering responsibility for getting what matters most done.

When’s the last time a customer thanked you for making a mistake? If the answer is never or rarely, your company must not be practicing Extreme Customer Service (ECS).

Last week I experienced a typical missed opportunity to deliver ECS. I had decided to try a different vendor for printing, and gave the Sir Speedy franchise in downtown St. Petersburg, Florida a shot. After agreeing on how the job would be done with the General Manager, I sent an updated version of the document. He confirmed receipt and promised completion of this small order, just 100 to start, by the next day.

Upon picking it up, I immediately noticed they had printed the older version. The GM immediately acknowledged their error, but indicated a reprint couldn’t be done until later the next day, well after when I needed it. When I suggested I go ahead and use the older version, allowing them extra time to correct their mistake, he announced I’d have to pay for the reprint if I took the bad batch with me. His only concession-a 30% discount on the reprint.

In the end, he reprinted the document and delivered it to my event early the next morning. While this got the job done, it left a negative impression, shaken trust, and the impression that collecting revenue was more important than impressing a new customer. Sir Speedy was anything but fast and accurate and instead behaved like Sir Sloppy.

Extreme Customer Service seizes mistakes as relationship building opportunities. It’s accomplished by resolving issues or mistakes in such a way that makes the customer grateful for the original problem. To do this requires collaboration with the client to create a solution that is not only about them and their needs and expectations, but also goes one step further to exceed those expectations. The result: an extremely satisfied customer who is grateful for all that transpired.

If the GM in my story had accepted my suggestion or collaborated with me to create an ECS moment, he would have won a new customer singing his praises. Instead, he lost one and became a shining example of what not to do.

Extreme Customer Service costs little and repays everyone many times over. The alternative costs dearly and returns nothing but grief.

This Week’s Radical Accountability Activating Action: Work with your leadership team to create ECS standards and practices. Roll it out the following week.


NEW OPPORTUNITY – GAIN with Scott Wintrip
People in the staffing and recruiting industry have often said they’d love to keep me in their desk drawer, allowing them to open it anytime they need advice or support. While I’ve yet to find a big enough desk to fit into, I have developed a new membership offering that gives you top drawer access to my expertise when and how you need it.
Learn more

Follow me on Twitter! You can find me here: https://twitter.com/ScottWintrip
Every day I provide pithy pieces of advice and wisdom. Join the growing crowd who read these gems every day.

You may subscribe and encourage others to subscribe by clicking here.

Check out my podcast series called Simply Scott on iTunes.

If you’d like to reach me, email: scott@ScottWintrip.com or call my direct line: (727) 502-9182

Visit my web site: https://www.WintripConsultingGroup.com

Scott WintripExtreme Customer Service
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Corporate Vitamins and Minerals

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Wintrip Consulting Group : Take No PrisonersTake No Prisoners is a free weekly memo from Scott Wintrip that explores how Radical Accountability prospers companies and changes lives. Instead of taking people hostage with outdated, heavy-handed, and ineffective methods of management, measurement, and motivation, Radical Accountability focuses on creating an unwavering responsibility for getting what matters most done.

Healthy bodies gain their strength and stamina through a balanced intake of nutrients, exercise, and sleep. Nutritionists have raised our awareness of physical health by focusing our attention on what we ingest and do each day, often in the context of Minimum Daily Requirements. MDR’s make the achievement of healthy living easier by allowing us to manage this one day at a time.

The corporate body also requires a balanced intake of nutrients in order to sustain and grow a viable company. These include a pipeline of prospects and customers, a responsive customer service function, leadership direction, ongoing innovation, and problem avoidance and resolution, just to name a few. The problem is that tackling all of this is like attempting to eat an entire buffet in one sitting. There’s too much to do, not enough time to do it, and too many distractions and competing priorities as a result of Corporate ADD (Attention Divided Dilemma).

Leaders and staff make healthier contributions when they have their own versions of MDR’s. These distill down the overwhelming amount of responsibility into meal-sized portions of work that are more easily digestible in one sitting. For example, a common corporate recipe for an MDR includes:

  • Achieving two or three priority results
    For example, a leader moving two or three projects forward one step towards completion or a salesperson gaining two commitments for sales meetings with viable prospects.
  • Completing key inputs to the system
    Common inputs include data entry of a minimum number of records, managers updating important reporting systems, or recruiters conducting at least a minimal number of quality interviews each day.
  • Personal development
    Such as 15 minutes of practice handling objections with a colleague, 30 minutes of online study, or reading one chapter in a business-related book.

Health happens when we make it happen, and that’s where MDR’s come in at home and at work. Rather than just hoping good things happen, we can make sure they do by doing our parts one day at a time.

This Week’s Radical Accountability Activating Action: Work with your team to establish MDR’s for each role. Adjust these after an initial three-month trial period.


JUST TWO WEEKS UNTIL THE INSPIRED SALE: On March 25th, The Inspired Sale will show you how to engage in Sales Flow to create opportunities where buyers feel a compelling need to buy and buy from you. Learn more

Follow me on Twitter! You can find me here: https://twitter.com/ScottWintrip
Every day I provide pithy pieces of advice and wisdom. Join the growing crowd who read these gems every day.

You may subscribe and encourage others to subscribe by clicking here.

Check out my podcast series called Simply Scott on iTunes.

If you’d like to reach me, email: scott@ScottWintrip.com or call my direct line: (727) 502-9182

Visit my web site: https://www.WintripConsultingGroup.com

 

Scott WintripCorporate Vitamins and Minerals
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