Leadership Hot Sauce

Bam, Bam, Bam! Are you looking for that secret sauce, that peppery twist, to kick your business up a notch – creating a unique brew your customers and prospects have just got to have? Getting Texas-sized results won’t happen by accident. You’ll need a recipe with zing, with zest – something that can positively fire up customers and prospects to buy your stuff. You’ll need a recipe with the heat to get others to sit up and take notice and one that delivers the flavorful experience, keeping them coming back for more! Get on your coolest apron (OK that’s a bit of a stretch!) and lets get cookin’.

 Step 1 – A Picture So Good You Can Taste It

 Ever look through a magazine, see an ad for a restaurant picturing a scrumptious entrée, and just have to make a reservation NOW? This is the essence of Step 1 – creating such a compelling picture people are just dying to join the business, and customers are standing in line with bucks in hand. Here’s some steps to make it happen:

 Ø      Look for bad experiences and so-so meals – Are customers left wanting or bored with your products/ services? If they’re not drooling for what you’ve got then they’re looking for that “sharp pencil” to get you to cut the price. Your fix – ask the following: 

a)    What key problems do your customer’s have today your product or service could provide the solution for tomorrow?

b)    What could you do to “wow” the customer’s experience? Reality – most people and companies are afraid to stand out. Determine small steps, small dashes of spice you could add to your sales and service processes to connect you to your customers like white on rice.

Ø      Chuck the Menu, Ask What they Want – It’s not “What’ll you have lady?” It’s “What do you want?” Does your business operate with a fixed menu of products your sales force tries to hard sell to the prospect before they know what prospects need? Are your sales people just winging their presentation and positioning of your product? Have you equipped them with the right questions to ask to drive your customer’s profitable usage of your product?

Ø      Stop Saying No –Identify additional products/ services your customer has asked you for, but you’ve said no because they weren’t on your “current menu.” Kicking up results is about asking and delivering more than you do today.   

Step 2 – Use Real Ingredients

 Some owners think a business can be built with a mirage – a unique positioning statement, a slick advertising campaign, expensive facilities, PR polishing the “corporate image.” These are important components of business success but the “real meal” (the benefits to your customer of your product/service) is only delivered effectively by “real people” (competent people of integrity who care for the customer). Here’s how to inspire your real people:  

Ø      A Record of Excellence with the Character to Match – You don’t have time for social work, time to take those hard luck people and mold them into stars. If you’re looking for immediate impact hire for the 3 C’s (Competence, Character, and Customer Service). In fact, if you want specific questions to find these people call me and I’ll share what we use. 

Ø      A Chance and a Connection – To create a phenomenal output employees are looking for an environment which provides a connection to their potential inputs. First, communicate and communicate again the vision, strategy, and plan. Identify specific ways your employees can take ownership and responsibility for your business objectives. Provide not only a chance to contribute, but also the education and mentoring to realize next-level results, building confidence along the way.  

Ø      Be Open to Adjustments – Real people want to work without fear- without the fear of ideas not listened to, without the fear of the consequences of disagreeing with the boss, without the fear of being able to openly communicate. Are you open to adjustment to increase your business growth? (note: An employee recently told me that in my “tough love” style with him I was doing well with the “tough” but forgetting the “love” – Ouch, more personal adjustment!).  

Step 3 – The Right Mix

 Now you’ve got the picture of success, you’ve mixed in the right ingredients but nothing will happen until you define the processes for repeatable success. How do you get started, begin mixing, and continue fixing your processes to intensify results? Consider: 

Ø      Preparation before Integration – Mixing requires the right tools. Is it a whisk, a spatula, electric mixer, or do you simply use your hands? In business ask yourself what physical and mental tools are needed to kick it up a notch. Do you need to educate your team on selling skills, customer service, leadership effectiveness etc.? Take $ out of your existing budget to educate and then follow up to make sure ideas are getting put into practice.  

Ø      Play the business version of the “Bop-it-Extreme Game” – Define it, Do it, Twist it - You can’t repeat it (success) unless you remember it (the processes that got you there)! Write your processes down. Let your customer know what to expect. Make sure you have a “maniacal mad chef” in the kitchen to keep everyone disciplined and focused to deliver – OR ELSE! Get your team together and discuss ways to provide a special twist to “one-up” your process and blow your customers away! 

Ø      Wait on Tables, Get Feedback – Honest input feeding better processes fuels growth. How could you get feedback today from the ultimate user of your products/services? Is there a place on your web site where customers can give direct feedback to top company brass? As a leader do you call on customers? How can you become integral and important to your customers?   

The Feast

 You’re putting in the hard work to develop your picture of success, to use the right ingredients, and the right mixture. Enjoy the taste of your unique, fiery, hot sauce of success, but make sure to continually experiment and notch up your “brew” to sustain your position on the precarious edge of delighting customers!