Tag Archives | Harold Burson

The Key To Falling In Love With Your Job Again

I have discovered the secret to making sure your job is filled with great moments, experiences and buzz. It’s the key to preventing staleness, stagnation and depletion. Seriously- they should make a movie about it. Here it is.

I got the clue watching the movie “The Grand Budapest Hotel.” The aged hotel owner, who occasionally returns to the hotel where he started out as a Bell Boy, always stays in the smallest room, with no bathroom. Later, in the flashbacks, we see it’s the room he lived in as a young lad, when he was learning the trade, and having a blast. And that reminded me of another great movie, “Citizen Kane”, where the defeated, miserable, sad media tycoon, on his deathbed, murmurs “Rosebud…Rosebud….” The camera takes us to the attic of his house where we discover the name of his childhood snow sleigh was just that.

You see, both depleted men returned to the source of their greatest happiness- and wanted to spend time in that memory again. And here’s the insight I got from that- powerful and real. And I am putting it into action right now.

The Ice Pick, The Taxi and Getting Wet- A Lesson In Outstanding Client Service

We have just trained 1,000 of our people across Australia on how to deliver outstanding client service. Suddenly, I was reminded why this is insanely valuable – and by getting it wrong, we (and you) won’t survive in business. Read on or risk oblivion. Here’s why.

CEO Mike, Director Dave and I are obsessed with the critical importance of delivering outstanding service to our clients. So we designed a brilliant five hour training session- filled with stories of getting it wrong, and getting it right. It’s time consuming to roll out, as we lead the sessions 100% ourselves. We do occasionally question: “Is this a ‘nice to do’, or is it a critical imperative, and right for us to be devoting so much time to?”

Yesterday I got reassurance. It’s mission critical. Here’s why. And it relates perfectly to what Harold Burson told me 30 years ago, and there’s a great story to prove the point:

The holy grail of consulting – do this and triumph

“We have to become a partner with our clients.” Dream on, says I. In 27 years working on clients, not one has ever viewed me as a partner: always as a supplier. Here’s why, and here’s how to become an indispensable supplier.

Becoming ‘partners with clients’ gets talked about a lot in agency world, but it has never happened to me. We’ve had deep, enduring client relationships, but none crossed the line to true partnership. Why do I say that? I always knew that if we stuffed up two times in a row (maybe three at a pinch), we’d be out. That’s not partnership- it’s a supplier relationship.

Our mission has to be to become our client’s most valuable, most indispensable supplier. To achieve this, we have to become TRUSTED ADVISORS. Here’s how.