Contagious Vision
We’re OK – we have a vision!?!
(Somewhere on the bulletin board – or maybe in the company’s business plan).
In fact we even have long term and short term plans with action points!
You think you’re OK – or could you do better?
Can your vision be contagious? Can it not only inspire your team (your staff), but also make your customers feel good? What about your suppliers? The banks you deal with? Your insurance providers, tax consultants and other stakeholders?
What makes a vision contagious?
An infectious disease is most easily transmitted when it is alive and active in the host.
1. It’s infectious
True vision is infectious.
The words that come to mind are –
- Transmittable
- Catching
- Communicable
- Contractible
Think about it for a minute –
- What does it take for your vision to be transmitted?
2. It comes from within
It isn’t forced or phony
Just posting the vision up in the lunch room, or titling your letterhead (although they are good things to do) won’t change people’s attitudes. A good vision comes from the heart, it is tied to the real passions and desires of those in leadership.
When your values in life – your heartfelt desires for your business line up with your vision and purpose the ‘infection’ cannot help but spread.
“There are many things in life that will catch your eye, but only a few will catch your heart. Pursue these.” – Michael Nolan
Just mouthing the words, going through the motions, will sooner or later be seen as hypocrisy – and we Aussies are good at ridiculing hypocrisy!
TIP: Ask some of your team members what the vision is sometime. The results might surprise you. Listen to their answers - the exact words are not essential, it’s the heart of the vision that matters.
3. It goes beyond your 4 walls
Something that is contagious tends to spread, even to places you didn’t expect. In your business when you set in place a heartfelt vision you may be surprised at the response.
At Gloria Jean’s Coffees’ Conventions over the years we see the enthusiasm of staff and franchisees to new initiatives driving the vision forward, but you would expect that! After all this is what conventions are all about – motivation, excitement and celebration.
What we also found was the unforced almost emotional response from our suppliers, bank representatives, insurance companies and other stakeholders. People who had not experienced contagious, heartfelt vision and purpose before.
Customers actually notice it and respond in kind.
I received a reminder note the other day for my water filter to be serviced. From a previous experience with the company I was reluctant to ring and book this in. When I finally did, the whole tenor of their service had changed. A new owner maybe? Certainly a new vision for their company! The receptionist couldn’t be more passionate about their product & the service they would provide (at less than the cost of doing it myself I might add!). My attitude has definitely been swayed – if the tradesman lives up to the vision already set, I will be totally won over.
Again at Gloria Jean’s Coffees the ‘customer connection’ is vital to each franchisee’s business. In a coffee shop half the equation is good well made coffee, the other half is a ‘welcome home’ feeling. The intangible warm and friendly atmosphere where people feel comfortable and relaxed. This in itself is an expression of our vision and values - when guests feel genuinely welcomed they become devoted fans, there day after day.
The fallout from genuine vision will benefit your business – developing goodwill and positive attitudes in places you didn’t actually expect.
How do I make my vision contagious?
It starts with you
Get your thinking right on the inside
- Make sure your vision is something you feel genuinely passionate about.
- Feed your mind with things that are positive, not depressive.
- Get encouragement from others doing the journey in business or leadership.
- Don’t neglect your spirit – don’t overlook the real purposes in life, whatever faith you profess.
“People are changed, not by coercion or intimidation, but by example.”
“People buy into the leader before they buy into the leader’s vision. If you want to lead, you must sell yourself.”
– John C. Maxwell
Customer Service or Helping People Purchase (Part 2)
"If I had asked my customers what they wanted, they would have said a new horse" - Henry Ford
With customer service, we need to think outside the square - lead change - be the change. Good customer service is going beyond what would normally be accepted.
A sign out the front of a door saying 'We provide great customer service' is not going to cut it today, in fact it could backfire on you because people’s expectation is that they will be serviced when they go in to look or buy.
Customer Service or Helping People Purchase (Part 1)
We can spend so much money on marketing to attract customers, yet ignore those right on our doorstep!
Our current enquirers – those who call, visit the website or store as well as those who use our products or services regularly are our “hot” customers. Don’t spend money on attracting more until you can look after these people well – give them a reason to come back again and again or recommend you to their friends.
I want to cover some basic keys that are often ignored when helping customers to buy.
Be A People Builder
There are times when I have said to franchisees 'Life would be terrific without customers and staff!' - But unfortunately we need both.
No one reaches their highest potential by themselves
We need to be 'people builders' to build people up, not put them down - with good relationships our lives and businesses are happier with greater impact and better productivity.
Strong Growth Demands Innovation
When I ask people to describe where they want to be within 3 years, it is easy to say, 10%, 20%, or 30% growth. But this only brings out the normal strategy to try and grow to this level. If someone says that they want to grow from six million to 50 million, I enthusiastically clap, as this is going to require radical thinking and innovation to achieve these types of results. This is where the good ideas and the creative juices start to work.
Have a Plan That Works!
"Refuse good advice and watch your plans fail;
take good counsel and watch them succeed.
- Proverbs 15:22 "
If you fail to plan, you plan to fail. There is no focus! I often say - if you chase two rabbits, they will both escape.
When I assist businesses (and not-for-profit organizations) these days, I take them through a 4 to 5 hour planning process that asks these questions. From their answers we develop an actionable plan.
Be wise - prioritise
The following are extracts from ‘The Word for Today’ which impacted me and I believe will really make you think how to prioritise in life and in business.
"If only they were wise and would...discern what their end will be!"
Deuteronomy 32:29
You’re a WIP (work in progress)
Life is a journey, not a destination
In business and in life there are times we are tempted to think we’ve arrived.
The day you start a job, open a business, get promoted, win a new account or buy/sell something significant is the day you have just STARTED the journey!
Stop and Change When Necessary
One of my favourite sayings is:
"If the horse is dead, dismount"
There are people in business and life everywhere who find it hard to recognise when the horse is dead!
The current economic market either stalls companies or they make changes. This is a great time to market differently or stand out in a different way.
I have experienced many difficult times but have seen the businesses that make changes succeed, then grow and accelerate in the good times that follow.
People have asked
‘How do I know whether to persist or stop and change?’
Making a Difference
Especially when things seem down
"There's no reason to be the richest man in the cemetery. You can't do any business from there." Colonel Harlan Sanders (KFC Founder)
Stop & Take Stock
It is important to look at business from more than just a day-to-day perspective. We work hard to keep things going forward, to realise the dream of success but sometimes miss the point along the way.
Buying a Franchise Business...
You want to start a business?
but now seems a poor time - or is it?
With so much uncertainty in the marketplace right now, many are looking to proven business models rather than starting something from scratch. Franchised businesses with proven track records and good systems are still seeing new recruits despite the economic situation.
Marketing in Tough Times
Don’t eliminate your marketing budget.
In a tough business market, you don’t eliminate your marketing budget, but you look at different and new ways of standing out. Too many people are doing the same thing as everyone in their business category and are not standing out.
I recommend buying the book by Seth Godin, called “Purple Cow”. He talks about being remarkable in our businesses.
Priorities in Tough Times
Part One
John Maxwell says ‘ People are like rubber bands: They must be stretched to be effective.’
We need to look at what is happening around the world today as a challenge and an
Opportunity to improve...
“The reason so many people never get anywhere in life is because, when opportunity knocks, they are out in the backyard looking for four leaf clovers.”
- Walter P. Chrysler
Contagious Vision
We’re OK – we have a vision!?!
(Somewhere on the bulletin board – or maybe in the company’s business plan).
In fact we even have long term and short term plans with action points!
You think you’re OK – or could you do better?
Can your vision be contagious? Can it not only inspire your team (your staff), but also make your customers feel good? What about your suppliers? The banks you deal with? Your insurance providers, tax consultants and other stakeholders?