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Leadership is the solution: especially today.

Discover the transformative power of effective leadership. Develop your character, embrace change, and unlock your full potential as a leader in today's dynamic world. Join us for an enlightening Lunch & Learn session.

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Leadership is the solution: especially today.

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  1. Leadership is the solution:especially today. Lane Sloan Bruce Anderson Bill Spitz Carl Wilson Silver Fox Advisors Lunch & Learn

  2. “Managers are people who do things right, while leaders are people who do the right thing.” Warren Bennis Actions Lead to Habits Principles Guide Actions Habits Lead to Character Respect Accountability Integrity 1. Character Leads to Creating Your Destiny 2. 1. Turknett Leadership Group 2. Lars Harrison

  3. The Extraordinary Leader Zenger & Folkman Build on your Strengths Leading Organization Change Character Focus On Results Interpersonal Skills Personal Capability Fix Fatal Flaws

  4. Situational Leadership Long Term Must Manage Stages Simultaneously Proact vs. React Manage the vision Mid Term Sustain vs. Transform Manage for Brand, Culture, Reputation Short Term Lead vs. Be Led (Servant Leadership) Return vs. Invest Manage for Value Achieve vs. Train Survive vs. Grow Task vs. People

  5. Evolving Nature of Leadership Industrial Revolution Information Revolution Molecular Revolution Altering Nature Sequential & Linear Real Time Focus Data Flow & Virtual Time & Motion Designer Process Reacting Acting Action Pro-acting Change is Constant Change by Exception Change accelerating & less predictable Mindset Autocratic & Hierarchical Consultative & Participative Management Style Meta- visionary 5 Lane Sloan

  6. Leadership Development A Function of Adult Development Bruce M. Anderson Thinking Partners, Inc.

  7. Adult Development • We continue to develop after childhood. • These adult stages of development involve an increasing awareness and consciousness and at some level it is hidden from us. It just evolves. • At a particular stage of development, we don’t see the next stage. We are stuck in our world view and the way things should be done. • We only get to “see” the previous stage until we have gone to a “higher” stage. • This a huge factor in understanding the development of leaders

  8. Leadership Developmental Levels Synergist Co-Creator Catalyst >1% Achiever >4% Expert >5% 35% 45% Heroic Post Heroic Supervisor Manager Leader Servant Leader Holistic Leader Less Self Awareness More More Control Less Team Orientation Inspires While Flexible Team for Strategy No Team Team for Buy in Team for ideas Frame of Reference World Centric Egocentric Ethnocentric

  9. Leadership Strategies For A Growing Business In Tough TimesPresented ByWilliam J. (BILL) Spitz 14 Greenway Plaza , Suite 29 F, Houston, TX 77046 713-552-9791 FAX 713-552-9792 email Bill@Williamspitz.com

  10. Satisfaction Alone Is No Longer A Guarantee That Customers Will Come Back. We Must Develop Customer Loyalty!

  11. Have You Ever Calculated What It Costs To Get A New Customer? • All Marketing Costs? • All Sales Commissions And Salaries? • All Sales Development Costs? • All Start Up Costs?

  12. Have You Ever Calculated What Customer Turnover Costs You?

  13. Have You Ever Figured Out How Little You Make On A One Time Sale? • Compared To The Increased Profit You Make On A Repeat Customer?

  14. One Time Customer • Is Satisfied • Not Angry • Bought And Paid For Products/ Services • Don’t Come Back!

  15. Lured Away By Competitor Because That Customer Never BecameALoyal Customer Of Yours! They Defected! They Simply Went Elsewhere!

  16. Measurement Is The Key To Understanding The Impact Of The“ Loss Of No Return”

  17. Compilation • Case Histories Of My Business • Case Histories Of Others • Harvard Business Review Article Entitled “Zero Defections: Quality Comes To Services” By Frederick E.Reicheld & W. Earl Sasser Jr. • Work Done By Prestigious Research Organizations.

  18. The Same Basic Concepts, Methods, Techniques Can Be Used By You!

  19. Let’s Go Back To The 80’s Manufacturing Executives Looked At Their Scrap Heaps And Realized -- Poor Quality Was Expensive!

  20. Harvard Article“Quality Is Not Just An Integrating Slogan, But The Most Profitable Way To Run A Business”

  21. “Continuous Improvement In Service/Quality Is Not A Cost But An Investment In A Customer Who Generates More Profit Than The Margin Of A One Time Sale

  22. Executives Can Therefore Justify Giving Priority To Investments In The Service/ Quality Vs. Things Like Cost Reduction”

  23. “ Zero Defects Was The Guiding Light And The Quality Movement Took Off ”

  24. Service Companies Have Their Own Scrap Heaps. Customers Who Will Not Come Back

  25. Service Company Executives Began To Strive For: • Zero Defections • Keeping Every Customer That Could Be Served Profitably

  26. Resulting In A Surprisingly Powerful Impact On The Bottom Line

  27. Harvard Research Found" Companies Can Boost Profits By Almost 100% By Retaining Just 5 % More Of Their Customers. The Longer A Customer Stays With You The Higher The Level Of Profit They Bring.”

  28. Can We Count On Continued High Growth? • Sooner Or Later Cycle Will Change • Will You Be Prepared?

  29. Harvard, “It Is Common For Business To Lose 15% - 20% Of Its Customers In A Year.

  30. Simply Cutting Defections In HalfWill More Than Double The Average Company’sGrowth Rate.”

  31. I Was Very Lucky I Had A Mentor For Over 16 Years

  32. His Impact!

  33. The Caveat He Gave Me In The Early 80’s • Before The Houston Depression • Before The Oil Bust • Before “Zero Defections --” • When Houston Was Riding High • Other Parts Of Country Suffering

  34. “Times May Not Be Bad In Houston Yet” I Can See From Reports You’re Too Satisfied! You Are Losing Your Edge!

  35. Can Your Customers Be Lured Away By Hungry Competitor? Now While Things Are Good You Need To Build A Loyal Customer Base Basics, Blocking And Tackling

  36. Hank Moore Service is Presently At An All Time Low And Getting Worse

  37. Be The Best At What You Do!! Make Sure Your Customer Is Aware Of That Fact

  38. That Advice Was Pure Gold! Carried Us Through Toughest Time Houstonians Had Ever Experienced

  39. Leadership Team Meeting - Reduce Losses To 5% Per Year. • Resulting Enormous Impact On Our Profits

  40. Develop An Action Plan To BeThe Best At What We Do • Make Your Service Memorable • Ask Client What Can We Do To Serve You Better? • “Help Me With Market Research.” Very Important • It Worked Like A Charm

  41. “ Retain The Gain” King On Throne • Message: Customer Is King • 8 1/2 x 11 Posters • 2” x 2” Stickers Everywhere

  42. Story That Had Huge Impact On Me And On My Business Career.How’s Your Business?

  43. I Redoubled My Commitment To Be The Best At What We Did And To Build A Loyal Customer Base

  44. It Was Time To Have A Meeting With All Of Our Employees To Discuss The Future Of Our Company

  45. Raise The Bar • Take Additional Steps To Improve Level Of Service • Measure Actual Number Of Complaint Calls • Count Each And Every One • Rechecks

  46. You Are AllVolunteers

  47. You Are Bill Spitz Live Up To All Commitments No Matter What It Takes

  48. How This Program Helped Us To Retain A Major Customer

  49. We Were About To Embark On A New Marketing Program

  50. Skilled Market Research CO. Phone Contacts - Focus Groups Final Report - Huge Book Bottom Line “ Your Customers Are Fiercely Loyal”

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