Friday, December 31, 2010

What Really Matters! Volume 2, Number 4, 2010 ebook released

What Really Matters! Volume 2, Number 4, 2010 is now released.

This issue includes contributions from Tanya Rutherford and Alicia Curtis.

The ebook is created from the top articles that have appeared on the OTM Academy during the period October 1st 2010 through to December 31st 2010.

Topics include:
  • How to create the conditions for team members to maintain their motivation
  • The role of awareness in providing service excellence
  • Various ways to ensure a consistent and high level of service delivery
  • The link between listening and conversational skills
  • Identifying personal values
  • Workplace trust
  • Problem solving
  • Planning for 2011
  • and much, much more!
As this is a free ebook you have permission to share it with others, providing you do not change or alter the ebook in any way.

You can download the ebook here. 

I encourage you to search the blog tags on this site for all the other free ebooks that are available for you.

Thursday, December 30, 2010

Business Success Podcast Interview with Annemarie Cross

Listen to a short interview on the Business Success Podcast hosted by Annemarie Cross.

Annemarie is a Branding Specialist and Business Coach and recently requested if I would be happy to be interviewed on her Business Success Podcast show.

In this interview I talk about:
  • The importance of organisational values
  • How to hire the right staff, and
  • How to build a top performing team, and much more!
Please take the time to listen to the short interview here.

Sunday, December 26, 2010

The Thankful List

For many people around the world we have just finished giving and receiving gifts. Of course upon receiving gifts we have given thanks in appreciation of what we have just received.

A day later it is worth slowing down and reflecting on all the things for which we are thankful.

The Dalai Lama has shared that western people, despite their wealth spend most of their life suffering. The suffering comes from wanting something they don't have and not appreciating what they do have.

The Festive Season often results in people receiving some of the things they have wanted. Unfortunately it is not long before western people then want something different, or better than they currently have. So the suffering starts again! It is for this reason that this time of year provides an opportunity to stop, reflect and to consider all the things for which you are thankful.

The act of writing your list seems to make it real. As you write down each item you automatically reflect on why you are thankful for that item.

To create your Thankful List I encourage you to be as specific as possible. Think of all the things from all aspects of your life for which you are thankful. For example name the people for which you are thankful.

You will be amazed at both the length of your list and what you have included on it. Interestingly, it is a list that, once started, seems to keep growing.

Once started, place your list where you can see it regularly. You'll be amazed at the tension in your life that is reduced from running your eye over your list on a regular basis.

What's on your Thankful List?

Tuesday, December 21, 2010

Do you have 'Happiness Magic'?

Last night, while putting my three year old son to bed, he raised his hands, palms facing forward and said, "Dadda, why don't I have magic?"

I couldn't help but think to myself, "Yes you do!", but what was I to say?

Within a moment my answer emerged.

"Yes you do son. You have Happiness Magic!"

A big smile spread across his face.

"Do I have Happiness Magic Dadda?"

"Yes you do," I replied. "Do you notice that when big people are looking at you that they are smiling?"

"Yes Dadda they do smile at me."

"See, you really do have Happiness Magic don't you"

"Yes Dadda I do have Happiness Magic, see", and he raised his palms and faced them toward me.

I smiled a big smile and so did he. His Happiness Magic was at work!

Maybe Happiness Magic is not restricted to children.

During this Festive Season I encourage you to share your Happiness Magic - hopefully I'm sharing mine right now and you are smiling!

Have a terrific and safe Festive Season.

Inspire 2011! ebook out now

Congratulations and thank you to all our OTM Academy members who contributed to the creation of our first ever OTM Academy member created ebook - Inspire 2011!

I'm confident that you will agree that after reading Inspire 2011! you will be bursting for 2011 to come along so that you can hit the ground running!

Please note that the entries in this ebook are, for most people, their first written piece to be published, so a huge congratulations to each of them and thanks again for taking the time to make your submissions.

The purpose of this ebook is for it to be shared, so please follow the instructions on page one and share it as broadly as possible.

You can download Inspire 2011! here.


Gary Ryan

Sunday, December 12, 2010

Income grows when you deliver great service

We have already identified that great service requires everyone and everything in the organisation to be aligned to enable the business to meet/exceed customer expectations. Think about your own experience as a customer. When your expectations are met and/or exceeded are you likely to use that service and/or to recommend it to others? Most often the answer to this questions is, “Yes!”.

Therefore it is not rocket science to see the relationship between providing a consistently good service/product and income growth. Don’t forget that a basic principle of great service is knowing and meeting/exceeding customer expectations. As expectations change, so does the service or product. Great service is not great service if it is not current. Gronroos (2000) highlights that it costs 5-6 times as much to attract a new customer as it does to keep an existing customer. So not only does great service increase income, it keeps costs down.

Why not use this article to stimulate Conversations That Matter® within your team or organisation?

Quote from a research participant
I’m a financial clerk. My job involves a lot of report writing. One day I asked one of the recipients of my reports if there was anything else that I could do for him. He said yes and explained this new report he wanted. It didn’t take long for me to create it and I now include it in my monthly reports. Last week he told me that he had recently made some decisions based on the patterns emerging from the new reports and that sales had gone up. I couldn’t believe it, I’m a financial clerk and I had actually contributed to making more money for the company.

What are your example of how great service has grown income?

Wednesday, December 8, 2010

How to motivate your team members when times are tough

I concur that organisations need to create the conditions that enhance individual motivation and that, most likely, the conditions that have caused people to appear 'de-motivated' now were present well before the economic downturn.

My research and experience has clearly indicated that there are a number of factors that leaders/manager can control that can enhance the conditions where individual motivation has a chance to be raised.

  1. Let people know what is going on - be honest
  2. Remind people of where you are going and how what you are doing now is going to get you there (Vision and strategy)
  3. Recognise people for their efforts - be genuine when doing this else it will backfire
  4. To the best of your ability ensure that people are doing work that engages their talents - this assumes, of course, that you have spent the time working out what their talents are in the first place (if you haven't done this yet, then this too is an opportunity)
  5. Create opportunities for your people to contribute to finding and implementing ways to help the company 'turn things around' - Low Risk Projects are a great way to do this (a Low Risk Project is one that has minimal financial or brand risk associated with it, but a big upside if it comes off)
  6. This builds on number 5 above - continue to create developmental opportunities for your people - how smart can you be with you existing budget line items so that you can stay within budget yet still create developmental opportunities for your people to develop themselves? E.g. you probably can't pay people more, yet you might be able to send some on a conference (that would be relevant to them and their role of course)
  7. Listen to what they have to say and implement (where possible) their suggestions - then let everyone know that you have implemented a suggestion from whoever suggested it - this proves that you have listened
  8. Trust people to do their job - there is not much more de-motivating that someone unnecessarily looking over your shoulder
  9. Give people honest feedback on their performance - what are they doing well, what could they improve on and what could they start doing that they are not currently doing
  10. Re-enforce the value of what they are doing and how it is helping the company get back on track.

These 10 suggestions are all within the control of each manager/leader and in my view are absolutely doable.

What have you been doing to motivate your team members?

How could you use this article to catalyse Conversations That Matter® within your organisation?

Sunday, December 5, 2010

Delivering great service gives us job satisfaction

All staff, whether the CEO or the lowliest paid employee in the organisation, have a high sense of job satisfaction when they are able to serve their customers properly. When systems & processes exist to support the passion of people, great service can flow through an organisation.

The satisfaction that comes from serving people results from the positive relationship that staff feel with an organisation when they are supported in serving their customers. Positive staff relationships result in improved service. In turn, this type of relationship results in a positively reinforcing virtuous cycle that generates great service. In this sense, it is absolutely vital that systems & processes support staff in building positive relationships with clients, customers and stakeholders. Without this support delivering great service and staff job satisfaction fall through the floor.

How well do systems & processes support staff to deliver great service in your organisation?

Relationship employees work harder and smarter. They care about the business, its future, its destiny. The business becomes their business. (Leonard L Berry)

Wednesday, December 1, 2010

Leadership Insights Series - Gareth Kent

Gary Ryan interviews Gareth Kent, a 31 year old Director of PRP Geelong. Gareth shares insights from his fascinating journey and in particular how a day spent creating a detailed plan for his future in his early 20s created the impetus for his success. This is a 'not to be missed' interview.

More webinars can be accessed by joining the OTM Academy.

Information regarding the OTM Plan For Personal Success program is available here. A new OTM Plan For Personal Success Webinar Series is due for release and will commence in late January and continue into February. You can express your interest in this program here.