How It Was Is Not How It Is
Are you creating a world-class customer experience? Please read that carefully. Then read it again. When all extraneous issues are stripped away, the customer experience is the single most critical factor in determining your success. In a very real sense, nothing else matters. How that experience is defined is the key to success.
People sometimes hesitate to speak of creating the customer experience because it can sound cliché or simple. The fact is it is simple – but not easy. Up until around 1995, the provider of goods and services drove the transaction. That is not the way it is anymore, and we are not going back. To believe that customers are going to transact business the way they always have is to ignore the majority of the research and to ignore your own experience as a consumer. Today the customer, and only the customer, defines what that experience is and how much it is worth.
Participants will learn:
- How to create a unique differentiator for yourself in the marketplace
- Why customer service does not differentiate you
- The motivator of all consumers
- Key strategies for re-inventing your customer experience model
- How to deliver a wildly successful experience for each and every one of your customers from start to finish
How to Lead Courageously in a Turbulent World
We live in an age when it is more and more challenging to manage all of the information, demands, and challenges that are coming at us. It takes real courage to stand firm in what you believe and then to get your followers to understand what really matters and how to execute effectively. Your ability to influence your followers is key to every step in creating significant results. Courage is the key element in that process.
Participants will learn:
- The real definition of courage
- The three most important steps you will ever take
- The power of commitment
- What your followers do, really do, when you are not around
- The primary motivator of all people
- The three things every leader can do to ensure leadership failure
- The importance of high-gain activity and how to do more of it
- Six steps that will ensure effective execution
Getting the Heart of the Leader Beating in the Chest of the Follower
What do you stand for? What does your company stand for? Are your values clear? Are they obvious to customers, staff, and the community? Is your company optimally positioned and differentiated by the consistent application of your vision and core values?
Most leaders and organizations are moving at such a rapid pace that taking a step back to think about these things seems like a luxury when, in fact, it couldn’t be more crucial. It doesn’t matter where your company or your industry happens to be in the growth cycle. Focusing on who you are and what you stand for is the most critical thing you can do.
Participants will learn:
- How to identify and apply their core values to their leadership
- How to align their behavior with what they say they believe
- How to be powerfully influential regardless of level of authority
- How to build accountability and improve efficiency
Every day massive accomplishments are realized all over the world: diseases being cured; teams winning championships; innovative products going to market; and a host of other positive experiences. These things do not happen by accident. They happen as the direct result of certain fundamental principles. The good news is they aren’t a secret; they aren’t hidden in some far-off locale, waiting to be unearthed. They are ready and available for you right now. While these life and business-transforming principles are simple, they are not always simple to implement. Here is an opportunity to learn and apply EXACTLY what you need to do to accomplish outstanding results.
Participants will learn:
- The equation that creates the highest likelihood of success
- The four key principles to pacing yourself effectively
- How to deal with obstacles and opportunities
Deal With It!
It’s not about stress management. That won’t work! It’s not about changing your circumstances. That will only change the scenery. Today, more than ever, you are being asked to do more and more. What it gets down to is how you choose to invest energy. It’s not the hours you work, it’s the value you get from the work you do. Do not, under any circumstances, let someone convince you that it is an easy process – but it is simple. In this session, participants will learn what it takes to stay calm and focused even if they don’t like the circumstances.
Participants will learn:
- What drives your choices
- Why distress has the effect it has
- Why the things that happen to you, while challenging at times, are not the problem
- The steps to staying calm and productive
- The thought processes that cause some to thrive and others to collapse
Coaching
Do you set out to achieve your goals, but lose your focus along the way? If you’re honest, you’ll admit that you don’t always do what you wish you were doing. There is a gap between your intentions and your reality. You are not alone. In fact, most people experience the same struggles. Our coaching programs will help you bridge that gap. You will move from where you are to where you want to be.
The Stave “Four P’s” Coaching Process
THE PURPOSE
- To Engage – We forge a relationship that is authentic, clear, and results-oriented. Your world is more important than our world. You are the center of what we do and why we do it. Every exercise, every story, every example is directly relevant to you and your development.
- To Illuminate – We shine a big, bright light on the obvious and not-so-obvious in your life. We encourage you to confront things you are pretending not to know. Of course, you decide what we deal with, and when.
- To Challenge – We give you a safe place to be real with yourself, but without mushiness and cheesiness. Every minute of the session focuses on finding application steps to help you go out, make changes, and do something. We give you a challenge (e.g., spending 45 minutes alone each week thinking about your business) and then empower you to follow through.
THE PROCESS
- Assessment – The assessment phase continues through the entire coaching experience. Before we do anything, we diagnose what needs to be done. The primary question is always: “What problem are we attempting to solve?” We establish clear expectations for what you want and how you want it.
- Intervention – We take action. Through your personal coaching sessions, continued assessment, and practical strategies, you work toward your desired end result.
- Follow-UpWe evaluate our success with every intervention. This could be as simple as a phone call to check in with you on how well the process worked, or as complex as a full-blown accountability process.
THE PRACTICE
- Surgical – Sessions are short – about 45 to 50 minutes. We target precisely what you want, and we don’t overcomplicate things. If you ask us what time it is, we tell you the time; we don’t waste your energy by teaching you how to build a clock. We direct our focus toward specific issues, making them easier to address in a more precise way.
- Socratic – We engage in curiosity with a purpose. You are asked solid, meaningful questions that force you to think and reach your own insights. We do not have the answers; we have the questions that prompt you to uncover what you already know. (e.g., What would you need to believe to make that happen? What would you need to do to make it happen?) This strategy directs you to take responsibility for your own success.
- Soulful – We focus on your heart and soul as well as your circumstances. If we can help you to become a better person, and you then share that newfound sense of purpose or significance with others, then we have done our job.
THE PROCEDURE
Live coaching is often chosen to give the process a big kick-start, particularly for group coaching.
Semi-live coaching forms the majority of the coaching packages. (Not that the coach is semi-alive, but that they contact you through the phone, Skype, and so on.)
Virtual coaching (audio downloads, webinars, email) reinforces the process.
