VALUES-BASED CUSTOMER SERVICE
You won’t improve customer service by giving people a pep talk, a script, and a happy face pin. You’ve got to give them values-based skills, tools, and strategies and inspire them to put these resources to work. In this presentation Joe will share:
• Why “Invisible Architecture™ is more important than bricks and mortar, why you need a culture plan to complement your strategic plan; participants receive a template for creating a cultural blueprint in their organization
• Four essential qualities for fostering a culture of ownership, and why this is an essential prerequisite for providing outstanding customer care
• Strategies for encouraging people to make the connection between their personal values and the core values of the organization
• Using the Values -> Behaviors -> Outcomes Continuum to establish behavioral expectations that inspire people to take personal ownership for them
• Strategies for shifting your “Attitude Bell Curve” by challenging the engaged Spark Plugs, waking up the unengaged Zombies, and marginalizing the aggressively disengaged Vampires
• Implementing The Pickle Challenge™ to help eradicate toxic emotional negativity (reflected in whining, gossip, and passive-aggressive resistance) in the workplace
ALL HANDS ON DECK – BUILDING A CULTURE OF OWNERSHIP
You will learn why having a culture of ownership is the only sustainable source of competitive advantage. Joe draws lessons from the legendary business leaders included in his book All Hands on Deck, as well as from contemporary success stories in business, healthcare, and the nonprofit world. Because getting the bus right is more important than getting the right people on the bus.
Why your Invisible Architecture™ of core values, corporate culture, and emotional attitude is more important than the visible architecture of bricks and mortar for earning employee engagement and customer satisfaction.
Eight strategies used by legendary business leaders to promote a culture of ownership:
- Have a mission bigger than the business
- Use structure and process to create culture
- Formalize trust as a culture strategy
- Use stories to reinforce cultural norms
- Invest in character building
- Unleash individual creativity and ingenuity
- Treat everyone as a volunteer
Twelve lessons for building a culture of ownership.
A simple process for creating a culture plan to complement your strategic plan – because culture really does eat strategy for lunch!
THE PHYSICS OF CULTURAL TRANSFORMATION
A uniquely different and completely entertaining way to look at the culture of your organization – and how to move that culture in a positive direction. Joe shows how the principles of Newton’s physics (including force fields, gravitational pull, and escape velocity); Einstein’s physics (including relativity, critical mass, and energy conversion); and quantum physics (including the uncertainty principle, quantum leaps, and nonlocality) can be applied to organizational change.
Sometimes cultural transformation is science and sometimes it’s magic.
THE FLORENCE PRESCRIPTION: FROM A CULTURE OF ACCOUNTABILITY TO A CULTURE OF OWNERSHIP
You can hold people accountable for showing up on time, but you cannot hold them accountable for caring. In this entertaining and enlightening presentation Joe will describe practical strategies for making your facility a great place to work and for creating a sustainable source of competitive advantage by building on the “Invisible Architecture” of core values, corporate culture, and emotional attitudes. He will describe eight essential characteristics of a culture of ownership and share real-world examples of how organizations create such a culture. The presentation will include both personal strategies for being a more effective leader and organizational strategies for building a culture of ownership.
DISCOVERING THE LION IN YOUR MIRROR
The collective self-talk, self-image, and emotional baggage of the people who work in your organization constitutes an invisible, but very real, ceiling on your performance potential. In this entertaining and inspiring presentation, Joe shares practical tools and strategies to help your people break through the fears that are holding them back, stop making excuses and giving in to self-imposed limitations, and work toward becoming their meant-to-be best selves.
Because the collective self-image and self-talk of your people forms an invisible ceiling on the performance of your organization
Some of what’s included:
- A proven strategy to confront and rewrite negative self-talk and deliver the most important speech you ever give (the one you give to yourself all day every day).
- An exercise that will help you set aside and forever leave behind painful emotional baggage.
- How to use The Pickle Pledge™ to eradicate toxic emotional negativity.
- How to use the seven simple promises of TheSelf-Empowerment Pledge™ to change your life for the better.
- The 12 Laws of Adversity and strategies for personal and organizational resilience.
- Strategies for transforming mere dreams and goals into Memories of the Future.
- The Never Fear, Never Quit™ formula for living with courage and perseverance.
HONEY AND GLUE
We often speak of recruiting and retention strategies as if they are part of the same package, but as Joe points out in this eye-opening presentation they each rely upon hitting very different motivational hot buttons. He describes practical values-based recruiting and retention strategies employed by organizations that have been recognized for their status as best places to work.
You recruit with the “honey” of left-brain features such as pay and benefits…
You retain with the “glue” of right brain qualities reflected in values, culture and attitude.
Some of what’s included:
- Eight reasons why “soft stuff” is vitally important to you and your business.
- Why you have to hit different motivational hot buttons for recruiting and retention and therefore need separate strategies for each.
- Why and how the Invisible Architecture™ of your organization should play a key role in your recruitment and retention strategies.
- Why you need a cultural blueprint for the Invisible Architecture of core values, corporate culture and emotional attitude in the workplace.
- The cultural power of symbols, stories, and rituals.
- Eight Honey and Glue Strategies for Recruiting and Retention.
- A no-cost strategy for transforming your workforce into your best sales force.
- Why generational differences aren’t as important as you think they are.