Are You Involved or Are You Committed?

September 7, 2017

I was eating a bacon and egg breakfast the other morning and was reminded of a conversation I had with NASCAR Hall of Famer Junior Johnson several years ago around the question of involvement versus commitment. At the time, I was running the PR campaign for NASCAR’s 50th Anniversary where I had the great fortune and opportunity to meet and work with some of the legends of the sport, including Junior.  During one encounter with the former moonshiner, whose life story was put on the big screen in the 1973 movie The Last American Hero, we were talking about what it took to be successful in this sport. He smiled and said in his low voice and Southern drawl, “Well, let me ask you a question. Are you involved or are you committed?” I wasn’t sure where he was going with this, so I naively asked him, “involved or committed in what way?” Junior went on to explain his point.  “You see, success comes down to being committed not involved,” he said.  “It’s like a bacon and egg breakfast – it took two animals to make that meal and one was committed and one was involved. “Now, that hog gave you everything it had – everything – while that chicken gave you something it could make plenty more of. It wasn’t that big of a deal.” I never looked at a bacon and egg breakfast the same after that chat. So, I’ll ask you the same question as you look at your business growth or perhaps how you are leading your team or organization – are you involved or are you committed? Better yet, do you know if your team is just involved or are they fully committed?  Are they committed to your company’s goals, culture and priorities? That is a vital question to consider when a study by Gallup found that more than 70% of employees feel disengaged at the office.  What’s worse is that an Allegis Group Services study found that more than 84% percent of employees would leave their current place of employment for a company with a better reputation (Aug. 2012).  Can it get worse? Yup! A study by Glassdoor Data Labs found that less than 50% of employees would even recommend their employer to a friend (Dec. 2015)! Your team will become a reflection of you.  So, when it comes to leadership and the type of team and business you are building, do you want an office full of chickens? Nope … bring on the hogs!

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Is Your Customer Service Killing Your Brand?

November 11, 2016

Is Your Customer Service Killing Your Brand? Customer relationships, retention, growth and referrals are vital links for any brand’s success in today’s Reputation Economy.  However, it only takes one negative experience to wipe-away the relational equity that had built up and for their business (money and loyalty) to go elsewhere.  Not to even mention the negative impact to your brand if/when the experience is shared via Social Channels. In my opinion, customer service representatives need proactive empowerment, upgraded training and more resources from their leaders to reshape the reputation that this particular group has developed – whether it was honestly earned or they are guilty by association! Customer service must be a mindset that transcends all organizational departments.  New idea? Nope.  But, think about some of your recent experiences in this area? Was that indeed a mindset? Did you get the sense that the person was empowered to make a positive impact? But here’s the reality – We are ALL in the customer service business!  From the top to the bottom and everywhere in between. Below are two stories that I believe illustrate the points above from two different perspectives – one being from the front-line employee and the other a more traditional customer service scenario with two completely different outcomes. The $6,000 Egg: Todd Duncan tells a phenomenal story about he and his wife’s experience at a local restaurant at which they were regulars and also used the facility for corporate events. As the story goes, Todd makes a simple request to add a fried egg to his hamburger, but is repeatedly told by the server that they can’t fulfill his request because they may run out of eggs for the day’s special. His disbelief turns to dismay when he starts to calculate how much money he, his wife and his company have spent at this specific restaurant, which he estimated to be roughly $6,000 in one year!  And he still can’t get a 35-cent egg for his burger! This is a great example of how a front-line associate, representing the brand, was not able (or perhaps not empowered) to make a choice or decision that would have delighted a valuable customer – and in today’s terms, a valuable customer is someone who is spending money with you, period.  He no longer goes to that restaurant nor takes his corporate business there either. How Lego Builds Legendary Reputation: When you are 7 years old and love Legos, they are your world. Legos can be the cradle of imagination, creativity and expression. But, when you lose your favorite Lego character, it can force you to do something as a child that many adults, if given the choice between dealing with customer service or preparing their own taxes, would say, “where are those receipts?” Customer Service, a necessary evil in many minds, a place where we go to wait on hold or worse yet, get bounced around to different departments in search of some type of resolution. We Are All In The Customer Service Business!   So, young Luka emails Lego customer service and explains his situation unaware of the crap-shoot peril in which he just placed himself! However, […]

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10 Eye-Opening Reputation Statistics For Every Leader and Entrepreneur

September 19, 2016

10 Eye-Opening Reputation Statistics for Every Leader and Entrepreneur Winning in the Reputation Economy requires leaders, entrepreneurs and any individual looking for success to be vigilant in growing, protecting and leveraging one of their greatest assets – their reputations! Every day we see, hear or read about people who are not paying attention to how their actions and decisions are negatively impacting their business, careers and organizations. A critical key is understanding the ways in which our reputations are tied to every aspect of our lives – and the positive, as well as negative, impact it will have over our ability to succeed. Shakespeare even knew the power of reputations – “Defend your reputation, or say farewell to your good life forever.”   My intent in sharing these 10 eye-opening reputation statistics for every leader and entrepreneur is to deliver a catalyst for how you can proactively develop, protect and evolve your reputation to help you achieve your goals. Here they are: 10 eye-opening reputation statistics for every leader and entrepreneur 60% of a company’s market value is tied to its reputation 84% of employees would consider leaving their current job if offered a job by a company with an excellent reputation 69% of job seekers would not take a job with a company that has a bad reputation – even if unemployed 70% of U.S. recruiters and hiring managers have rejected candidates based on information found online 50% of a company’s reputation is tied to the CEO’s reputation 78% of consumers trust peer recommendations; 14% trust advertising 84% of marketers believe that building trust will be the primary focus for marketing efforts in the future (do you trust people with bad reputations?) 58% of executives believe that reputation management should be addressed, but only 15% actually do anything about it 4 out of 5 consumers changed their minds about a recommended purchase solely on negative information they found online 33% decrease in shareholder value of an organization within one year of a crisis situation becoming public Because I am a big believer in over-delivering, here are two additional statistics that need to be on your radar and developed every day! 100% of your referrals are based on reputation 100% of your employees are your reputation ambassadors As a leader, entrepreneur or anyone looking to succeed, here are 6 key takeaways as you digest the data above! 1. Cultivating your customer relationships will not only drive greater life-time value (which according to studies is 10x the value of their initial purchase), but will also increase your referral pipeline 2. It’s not just your behavior (good or bad), but your employees behavior that becomes the reputation of your organization 3. Trust is one of the core components of a strong reputation and is a business accelerator in the Reputation Economy 4. Your reputation (and that of your company) is a market differentiator in attracting and retaining top talent 5. What you post on Social Media channels will be reviewed and can just as easily shut a door to opportunity as it can open one 6. You must know the online conversation/comments […]

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