Week of September 28, 2009

Hey everyone, here we go. . . . . .

 

IN OUR WORLD

 

Finished a wonderful week in Las Vegas.  Tons of stuff got done on a couple of fronts; planning for a big event in 2010 that will be hosted by the Mirage Hotel, my full on introduction to Zappos with a tour of their magical corporate headquarters (look for pictures on my Facebook site) and the beginning of a teambuilding event involving Creech and Nellis Air Force bases.  WOW, that’s a busy few days.

 

 

So after arriving home last night, I have to hit the ground running at top speed as I have two major projects next week.  One is a full day workshop on the impact of marrying communication and thinking skill sets to create the core of relationship building and the other in Pittsburg introducing the Repeatable Successful Acts sales platform to a new group of financial advisors.

 

The Repeatable Successful Acts platform continues to build momentum like a charging avalanche.  Looking forward to tracking the impact.

 

 

 

HEY, YOU CAN FOLLOW ME ON TWITTER –CREATIVEVENTURE

 

AND ON FACEBOOK – STEPHEN HARVILL!

 

 

 

 

 

 

 

THINGS YOU SHOULD KNOW

 

You hear the term “customer centric” all the time.  It is supposed to refer to all the activities of a company being driven to one key source, the customer. 

 

Lets start with the premise that a totally “customer centric” organization is crazy.  All of you regular readers know I believe you need to be an “employee centric” organization before you can jump to the customer.  Take care of your employees and then take care of your customer.  Without the right order the end user, the customer, has no hope of being a centric issue.

 

Now, let’s assume you have followed an “employee centric” strategy and have a team ready to move their focus to the customer.  Start with a true “value proposition”.  Here is a test to determine if you have a strong value proposition.  At your next meeting ask your team to provide no more than three sentences that describe your company’s value proposition.

 

It may not surprise you to know that there is a HUGE inconsistency in people’s ability to clearly articulate their company’s value proposition.  Even if you have fulfilled the requirement of focusing on your team and assuming that focus included training your team on your company (good idea by the way) without constant training, gaps occur.  

 

We just finished this exercise with a client and the leadership of the organization was SHOCKED that their core leadership team could not find, anywhere in their company experience, a connection to customer value. 

 

Guess what?  It’s your job to MAKE THAT CONNECTION. 

 

Start with current reality and simply ask the question.

 

 

 

 

ENTERTAINMENT

 

 

MOVIES:    I know what you’re thinking; yep Zombieland will get Steve to the movies.  Nope, nothing to get me to the theater this week.

 

NetFlix Fans:  Bottle Shock:   I know I have recommended this little movie before, but I just had two people send me emails specifically thanking me for the idea to watch this movie.  RENT IT.

 

TV:    As a TV fan, I am somewhat crippled by my travel schedule.  I am recording my favorite shows, but they are building up in the DVR to the point of bursting.  My HIGHEST recommendation goes to the unbelievable Ken Burns documentary now showing on PBS channels – Our National Parks – America’s Best Idea.  This may be Burns best work.

 

BOOKS:  The Power of Less   – By Babuta :    Recommended by a client and a very good read!

 

MUSIC:   Wonderful Josh Ritter song. 

 

http://www.youtube.com/watch?v=JbCPDHZG2W4     

 

WEB SITES:   Great book store and website. 

 

 

      

 

 

SOUTH OF NORMAL

 

Observations from the road:

 

• There is no greater place to observe the wide variety of the human species than Las Vegas – PERIOD!
• I am not a fan of ultra luxury hotels where a club sandwich is $33 and there is place to buy a Gatorade.  Where the designer feels compelled to trick you by placing light switches in hidden recesses and the controls to the shower resemble a modern chrome sculptor. 
• There should be a line at the security section of the airport that says; “Never traveled by air before.”
• I hate cab drivers who think you have never been to this particular town before and take you on the scenic route to drive up that fare.
• Please, Please, Please put in a simple list that tells which TV stations are which, so you don’t have to surf to find ESPN.
• I kind of miss the old “key” that let you into your room.  I get a little tired of putting in the plastic card a dozen times before you get the little green light that says; “yes, you can now enter the room you just paid $250 dollars for.

 

Hey, I love my job (if you can call it that) and travel is part of the deal.  Every once and a while I like to blow off a little steam!

 

 

And it seems so close as he reaches out his hand

But we are never quite as close as we are lead to understand.

Dreaming of Michelangelo – Counting Crows

 

 

 

Drop me a note with your comments at steve@creativeventures.com

 

 

 

Thanks for stopping by and until next time, Adios and Aloha.