Tag Archives | client relationships

The Secret Of High Performance

If you want inspiration on how to be part of a brilliant, winning, growing, thriving team and business, then read on. I have a secret to share that will deliver success. Here it is.

My new business is all about helping leaders accelerate growth. It means I get the privilege of ‘looking under the hoods’ of more communications businesses than you can poke a stick at. And every time I get asked the same question: “How do we create a high performance culture in our business?”

The answer is simple. Not glamorous. Not sexy ‘visions and values nicely framed on the tea room wall’ stuff. If you want to build and be a part of a business that is a high performing, winning, leading unit, it all starts with doing this one thing. There is no short-cut.

The Toughest Call Of All

I sat under my desk with my head in my hands, shaking with fear. I am shamed by the reason. But now I know how to deal with it.

My Chifley Square coffees with Andrew Cohen always leave me energised. We were chatting about when things go wrong, and the client gets upset. Andrew told me a story. “So the client called. I knew what he wanted, that he’d be pissed off, so I answered it and ….” That’s a key difference between Andrew and I. You see, he has courage. Particularly, the courage to:

How To Keep Clients Coming Back For More- And More

My favorite hotel stuffed up a critical ‘moment of truth’ last week. So basic. So damaging. And a powerful lesson for us all. If you have clients, then read this post. Follow this one tip, and you’ll keep clients longer- much longer. Here’s how.
 
I’ve stayed at the hotel once a month for 14 years. Loyalty personified. Last Tuesday, having booked my normal style of room on an important visit accompanied by family, I was given the worst room in the hotel- wrong bed configuration, and a heavy smoker clearly having recently frequented it. Wrong. All wrong. I asked to change rooms. Hotel fully booked. I asked again. Minimal response. “But it was not what I booked,” I pleaded.  Bad luck- it’s all we have. I rushed off to a meeting. Tried to resolve by phone. The outcome- it does not matter. Here’s the point.
 
This hotel failed in the most basic imperative of outstanding client service. Here it is:

Read This If You Want To Keep Your Job This Christmas

This is a short, sharp Possums post. And please- share it with as many colleagues and teams as you can, and with anyone you care about. Because this is a powerful message which- if you screw it up- will have huge ramifications. Here it is.

I was reminded about this threat when visiting the Hunter Valley wine district this weekend to see the amazing Leonard Cohen in concert. As I relaxed over coffee the following morning, I looked up to see a message on the café wall. It kind of shocked me, because it reminded me of one of the most dangerous threats that December holds. I have seen many careers implode because of it, many great client relationships disappear. And we must make damned sure no-one makes this mistake on our team. Easier said than done, but it can be done. Here it is:

Look In The Mirror- Can You See This Fatal Flaw?

We were celebrating our client’s triumph in the most hostile takeover in Australian corporate history when its Chief Executive sobered the mood with a warning that has stayed with me ever since. It is a massive ‘watch out’ for businesses and ourselves. Do you suffer from this fatal flaw?

When client Campbell Soup Company launched a takeover bid for Australian biscuit maker Arnotts in 1991, the newspaper headline screamed : ”US Cookie Monster Wants To Gobble Our Arnotts.” So began a hugely emotive and aggressively fought takeover war, which ended with Campbell’s gaining control at the last gasp against all expectations.

The celebration cocktail party was in full swing a few weeks later, all the advisors and client executives in fine form, when Campbell CEO David Johnson (coincidentally- an Australian), gave us this chilling warning during his speech. “Enjoy the moment, “he said, “but be very careful. Because, remember this…..”

A Lesson From The GFC- Remind Yourselves, And Brace For Tough Times

Look around- what do you see? Yes indeed- it’s the GFC, by stealth. No headlines this time, screaming ‘GFC!!!” Just every business leader I meet telling me, “We have never seen it tougher than this.” If you and your business are to survive icy winds ahead, remember this golden rule of survival in tough times. Ignore it at your peril.

Ever see the movie, “Zulu”? The hordes are swarming over the barricades, a straggling group of red coated English soldiers desperately firing at them, just keep them at bay. Bullets are running short. Soldiers rush back to the ammunition hut. “More ammo!!!” they scream. “Fill in the form first,” says the munitions Captain.
Madness. If ever there was a time to change the agreed process, that was it!

In the words of Robbie Deans, when he took over as coach of the Australian Wallabies rugby team, his philosophy was built around one thing alone: