Improving Sales and Retention

1. Improving Sales and Retention Using Recent Research Into Human Behavior and Motivation

2. Why Listen To REX ?

6. AT YOUR TABLE-Self Managed Team Roles • Discussion Leader • Everyone gets speaking time. • Poses/announces the discussion/action topic to focus the team • ELMO • Time Keeper • Announces time available • Pushes for closure as time runs out • Recorder • Records summary

7. Agenda • Your Name • Your Club • Your Role • If you had to change jobs, which would you choose: • ___Spy, ___Musician, ___Doctor, ___Actor, ___Explorer • Why? • Time:________

8. Primary Problem Need Solution designed to meet the need Problem caused by your solution

9. Customer Engagement Model for Health Clubs Medallia

11. 1-Habit

12. Benefits of Habits • Save time • Faster than thinking-deciding-choosing • 40 percent of our daily actions

13. What Makes Habits Stick ? • “Shoulds” get you going for a month or two. • External motivation is temporary. • Choosing your own goals is a deep motivator. • Over weight women who choose their own goals • Exercise far more • Have lost significantly more weight by the three year mark • Than women who did not tap into their autonomy. • Deep rooted autonomous drive unlocks doors to lasting change.

14. 3 Parts of a Habit: • Cue: Time to useautomatic routine. • Routine: Set of automatic behaviors without thinking, deciding or choosing. • Reward: Did routine work? Is it worth remembering?

15. Habit is born when: • Cue and Reward become linked • And produce craving for the reward. • Thinking is on hold

16. The golden rule of habit change • Keep the old cue: This signal initiates a routine. • Keep the reward-A gratifying experience that reinforces a new routine. • Insert a new routine.

18. Claude Hopkins • Quaker Oats • Good Year Tires • Bissell Carpet Cleaner

19. Americans did not brush! 7% • Create a craving • Film on your teeth • Run your tongue across your teeth • Dingy film • Who does not want a brilliant smile • Use Pepsodent • 65% • Reward-cool tingling sensation in mouth

20. AT YOUR TABLE-Self Managed Team Roles • Discussion Leader • Everyone gets speaking time. • Poses/announces the discussion/action topic to focus the team • ELMO • Time Keeper • Announces time available • Pushes for closure as time runs out • Recorder • Records summary

21. Agenda Time:______ • Privately write a habit of yours with CUE, ROUTINE, REWARD. • Everyone shares this in 30 seconds or less. • Privately write how your club could use your new knowledge of building habits to help your new members. • Everyone share your best idea-2 minutes max. No Comments. • Using what everyone shared, privately write an improved version of how your club could use your new knowledge of building habits to help your new members. • Everyone shares. • Discuss and build or select your teams top 1, 2 or 3 best ideas. • Record these.

22. 2-Power of Peers

23. TONY DUNGY • Head Coach Tampa Bay Buccaneers from 1996 to 2001 • Head coach of the Indianapolis Colts from 2002 to • Only NFL coach to reach the play-offs in 10 consecutive years • First African American coach to win a Super Bowl

24. Tony Dungy on Winning • Football teams win when they do things right and • Do them faster that the other team. • This means they must react on habit. • Thinking takes toooooooooloooooong.

25. Tony Dungy on Habits • For a habit to stay changed, people must believe change is possible. • And, most often, that belief only emerges when you commit to changing as part of a group. • Belief is essential, and it grows out of a communal experience, even if that community is only as large as two people.

26. AT YOUR TABLE-Self Managed Team Roles • Discussion Leader • Everyone gets speaking time. • Poses/announces the discussion/action topic to focus the team • ELMO • Time Keeper • Announces time available • Pushes for closure as time runs out • Recorder • Records summary

27. Agenda Time_______ • Privately write your club’s use of groups to set and achieve goals. • Everyone shares this in 30 seconds or less. • Privately write how your club could use your new knowledge of building habits with groups to help your new members. • Everyone share your best idea-2 minutes max. No Comments. • Using what everyone shared, privately write an improved version of how your club could use your new knowledge of building habits with groups to help your new members. • Everyone shares. • Discuss and build or select your teams top 1, 2 or 3 best ideas. • Record these.

28. 3-Engagement

29. Exercise • Select your dominant hand • Snap your fingers five times • Using your pointer finger of your dominant hand draw a capital E on your forehead.

30. Exercise You can read the E. Your default mode is your perspective. Others can read the E. Your default mode is the others’s perspective.

31. So What? As your sense of power goes up Your perspective becomes stronger And your ability to engage others declines In some research those with others perspective out sell those with inner perspective 2-3x.

32. Take Engagement Seriously Coach SALES RETENTION Superior Engagement Hire Five Skills EngagementTalents

33. Natural Engagement Talents • Called High Self Monitors, who • Instantly tune into others and synch with them. • Connect easily and naturally • Adapt to others’ views, beliefs, concerns

34. What High Self Monitors Do I can imitate the behavior of other people I can make impromptu speeches on most topics. At times I put on a show to impress or entertain people. When uncertain how to act, I look to the behavior of others for cues. I would probably make a good actor. In different situations, I often act like very different persons. For the full assessment: http://faculty.washington.edu/janegf/selfmonitoring.htm

35. Five Skills • Vulnerability (You Tube: Berne Browne-Power of Vulnerability) • Proximity • Resonance • Similarity • Safe Place Five Skills Five Talents

36. Vulnerability • Revealing who you are how you feel, what you think, from the get go. • Help the other trust you because you put yourself at risk

37. Proximity • Physical closeness nurtures engagement • Touching ignites engagement

38. AT YOUR TABLE-Self Managed Team Roles • Discussion Leader • Everyone gets speaking time. • Poses/announces the discussion/action topic to focus the team • ELMO • Time Keeper • Announces time available • Pushes for closure as time runs out • Recorder • Records summary

39. Agenda Time______ • Privately write: density of high self monitors on your staff? Density of high vulnerability staff? Density of touchers? • Everyone shares this in 30 seconds or less. • Privately write how your club could use your new knowledge of building engagement to help your new members. • Everyone share your best idea-2 minutes max. No Comments. • Using what everyone shared, privately write an improved version of how your club could use your new knowledge of engagement to help your new members. • Everyone shares. • Discuss and build or select your teams top 1, 2 or 3 best ideas. • Record these.

40. 4-Immunity to Change

41. Immunity to Change • Not being able to change doesn't mean we're lazy, stubborn, or weak. • A pair of Harvard educators argue that our best-laid plans often fall through for smart, self-protective (and ingeniously hidden) reasons. Robert Keegan Lisa Lahey Harvard Graduate School of Education

42. What they did: • 20 years • Why people don't change swhen its in their best interests • Successfully broken a habit

43. What they found • We have an immunity to change that protects us. • Just like with organ transplants. • They would not work until doctors learned to SUPPRESS the REJECTION of the NEW ORGAN.

44. Iceberg Model of Reality Seems like a good idea Committed to lose weight No way we will let you loose weight WHY? If you loose weight , you will be more attractive to men. Sounds good You had frightening experiences when men ‘hit’ on you as a beautiful 10 year old. LOOSE WEIGHT and your ANXIETY will over whelm you

45. YOUR IMMUNITY TO CHANGE • PROTECT something you feel vulnerable about. • This behavior is brilliant.

46. PROTECTS you from ANXIETY • You don’tfeel the anxiety because your handling it by NOT getting fit. • The anxiety management system you've built, charges rent. • It costs you your goal.

47. ITC RESOURCES: Books and Workshops • http://mindsatwork.com/

48. AT YOUR TABLE-Self Managed Team Roles • Discussion Leader • Everyone gets speaking time. • Poses/announces the discussion/action topic to focus the team • ELMO • Time Keeper • Announces time available • Pushes for closure as time runs out • Recorder • Records summary

49. Agenda Time_____ • Privately write • Everyone shares this in 30 seconds or less. • Privately write how your club could use your new knowledge of breakingimmunity to change to help your new members. • Everyone share your best idea-2 minutes max. No Comments. • Using what everyone shared, privately write an improved version of how your club could use your new knowledge of breaking immunity to change to help your new members. • Everyone shares. • Discuss and build or select your teams top 1, 2 or 3 best ideas. • Record these.

50. 5-Learning to Learn