The Three Ps for Pleasing Customers

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The Three Ps for Pleasing Customers

• JMK Associates LLC
• Mike Keesee
• 770 943 3657
• 678 773 8036
• jmkeesee_at_bellsouth.net

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What is the purpose of all Business?

• The purpose of all business is to create and
  maintain satisfied customers while generating
  adequate profits today and increased
  profitability in the future
• Theodore Levitt
• Harvard Business School

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The Three Ps for Pleasing Customers P1 P2
P3 PC P1 - Planning P2 - Processes P3 -
People PC - Pleased Customer
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Operations
Leadership
People
Process
Customer Service Sales
Development Executive Leadership
Leadership Development Supervisory
Development Management Development
Customer Satisfaction
Quality Initiatives Cycle Time Reduction
Strategy
Planning Strategic Planning Business Planning
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• Planning
• Strategic Planning
• Vision
• If you dont know where you are going, you just
  might end up somewhere else Yogi Berra
• 10 15 years out
• Clear, motivating, achievable
• Mission Statement
• Plan for 12 18 months out
• The next step towards achieving your vision
• Critical Goal Categories
• SMART Goals
• Business Plans
• WHO does WHAT by WHEN

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SMART Goals

• Specific
• Measurable
• Achievable
• Realistically High
• Time Measurable

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• Processes
• Whats a Process
• How you do what you do
• Your goal to work yourself out of a job
• Good Processes Proceed Painlessly.
• Do only what you do best, farm out all the rest
• Example Payroll
• Dont overlook the Leadership Development Process

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• People
• Of the Three Equal Ps, this P is more equal
  than the others.
• People are the Power of the Plans and the
  Processes
• And this P is the most challenging for any
  business manager!
• Human Nature

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The Leadership Success Formula
P
A(SK) GOALS PBC
IR
0
VB 88 f(c)
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The Leadership Success Formula
P
IR
0
Improved Results Organizationally Personally
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Life Wheels
Improved Results in all areas of life A
life-changing experience
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The Leadership Success Formula
P
PBC
IR
0
Positive Behavior Change
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The Leadership Success Formula
P
GOALS PBC
IR
0
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The Leadership Success Formula
P
(SK) GOALS PBC
IR
0
Skills Knowledge
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The Leadership Success Formula
P
A(SK) GOALS PBC
IR
0
Attitude!
The big A!
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The Leadership Success Formula
P
A(SK) GOALS PBC
IR
0
VB 88 f(c)
The problem conditioning!!!
values beliefs
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The Leadership Success Formula
P
A(SK) GOALS PBC
IR
0
VB 88 f(c)
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Too much negative conditioning!!!
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95 Negative
NO!
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The Leadership Success Formula
P
A(SK) GOALS PBC
IR
0
VB 88 f(c)
We are on autopilot! We need to think
differently at the subconscious level in order to
have sustainable behavior change that leads to
better results
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• Developing a Success Attitude
• You have a vision
• You have defined your core values
• Now, the next most important step is the SUCCESS
  ATTITUDE
• Your belief in yourself is CRITICAL!
• A negative attitude is like a dragging anchor
• A positive attitude is like a powerful motor
• Positive attitude and self-esteem are developed
  as a result of values and beliefs that recognize
  the worth of self and others.
• New ideas, new plans, new visions require new
  thinking.

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• Developing a Success Attitude (Cont)
• Key to developing stronger success attitudes
• Recognize attitudes are developed over time can
  be changed.
• You are 100 in charge of your attitudes
• Any meaningful change will have to occur over
  time from conscious, daily input of positive,
  growth-oriented ideas.

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• Affirmations
• An affirmation telling yourself in times of
  doubt that at other times you know to be true.
• The mind doesnt know the difference between the
  imagined and the real. It will accept positive
  thoughts as quickly as it will negative thoughts.
• Affirmations should be
• Positive
• In first person, present tense
• Believable
• Goal related
• Yours

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• The Power of Spaced Repetition
• Mmmm good! Mmmm good! Thats what _________
  _____ are, Mmmm, Mmmm good.
• You are in good hands with __________.
• Can you hear me _____?

If exposed to a message 6 times, you will
remember 65 15 years later!
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WOW!
What if you could double that? It still would
only be half of your potential.
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There is obviously the big overall square
thats 1
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Then, there are the small squares, thats another
16, for a total of 17
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Then, there are the four larger corner squares,
another 4, for a total of 21.
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Then, there are the top and bottom center
squares, another 2, for a total of 23
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Then, there are the right and left center
squares, another 2, for a total of 25
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Then, there is the upper left corner larger
square, another 1, for a total of 26
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Then, there is the lower right corner larger
square, another 1, for a total of 27
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Then, there is the lower left corner larger
square, another 1, for a total of 28
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Then, there is the upper right corner larger
square, another 1, for a total of 29
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Then, there is the center square, another 1, for
a total of 30
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Now, heres where the out of the box thinking
comes in. Can you envision squares bounded by
imaginary borders inside each line defined
square? There are at least 16 of these, making
our total come to 46.
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• Summary
• Of the Three Ps for Pleasing Customers
  (Planning, Processes, and People), People is by
  far the most important P.
• Recognizing our negative conditioning, but also
  realizing that we can turn negative into positive
  is key to developing good leadership within your
  organization

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Remember Leaders are Made Not Born!
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RAC Process Highlights

• Leadership Basis for All
• Human Relations Skills
• Self-Leadership

All Processes Other Than Executive Strategic
Planning
Attitudes

• Executive Leadership
• Core Values
• Teamwork, Collaboration
• Develop Peak Performance

All Processes

• Management
• T. A. Pred. Ego States
• Conceptual

• D.I.AL.O.G
• Diagnostic Tool

Goals
Skills Knowledge

• Supervision
• Performance Evaluation
• Grievances
• Blocking Tackling

Annual Goals Review

• Sales
• Process Sale

Time Strategies

• Organizer
• Personal Planning Process

• Entrepreneurial Leadership Strategic Thinking
• Planning How-To
• Building A Successful Business
• Base Strategy

• Customer Service
• Customer Bill of Rights