Good morning Team Hereford.

1. Good morning Team Hereford. By way of introduction, I would like to explain what I would like to achieve this morning and offer you my definition of ‘Team.’

2. Charities Hereford Delivering World Class Service Through the TEAM, Making the ‘WOW’Difference Hereford 1st April 2014

3. Let’s start where I assume you are on your journey: S haring best practice C ommunicating effectively R ecognising good performance I mproving worklife balance P erformance management T eamwork is the norm

4. We now have to write our own balanced report card and move to the next stage A ccept personal responsibility C hallenge old ideas T hink of new ways to deliver ‘WOW’ through individual players relationships teams performance innovation

5. ‘WOW’ in action!

6. Let’s identify and chase down ‘WOW’ ‘WOW’ is delivered through our ‘front line’ people whose imagination and commitment to the charity we fire up and support ‘WOW’ More effective ‘WOW’ management by adding costly ‘glitz to the ‘good service’, generally given ‘Augmented Service’ Good customer service which we, or our competitors can deliver to survive in our existing marketplace ‘Good Service’

7. Imagine ‘WOW’ Vision …. A world where ... Your charity work matters Dilbert is denied We learn something new each day We revel in the excitement of changing times We can brag about what we do

8. WAS IS ‘WOW’ Performance contrasts A performance A job Putting on the Ritz Putting in time A signature opportunity A bureaucratic task Full of character Faceless A product of huge investment Another day’s work Immediately transparent Largely invisible Mastery of craft “Acceptable work” Energised employees Content employees Adventuresome Risk averse Reaching out Entrenched Project-driven (teamwork city) Boss-driven (suck-up town)

9. Every idea must become a ‘WOW’idea

10. ‘WOW’ Ideas are …. • Ideas that matter • Ideas that make a difference • Ideas that you can brag about … forever • Ideas that transform the organisation • Ideas that take your breath away • Ideas that make you/me/us/“them” smile • Ideas that highlight the value that you add • ‘WOW’ ideas are NOT HYPE • ‘WOW’ ideas are ABSOLUTELY NECESSARY

11. ‘WOW’in action Front Line Serviceswhere ‘WOW’ must live The Customer, whom we all serve, is the focal point of our ‘WOW’ efforts The Customer who will return because of the ‘WOW’ difference Support Services where ‘WOW’ is nurtured

12. Higher gear brainstorm, recognising ‘WOW’ as the new standard Brainstorm the subject, encouraging openness, delivering a ‘WOW’ management plan which challenges old methods Walk the floor maintaining ‘WOW’ by example, not by demand 1 Spread the culture, promoting ‘WOW’ at all levels! 3 4 R 5 2 On rare occasions do not be afraid to use reverse if something will not work Fire up team imaginations and deliver ‘WOW’ with passion and conviction The ‘WOW’ Gearbox

13. A few final thoughts

14. CEOofMe plc I amfullyresponsible My ideas contain the ‘WOW’ DNA Badges to wear

15. Some very old advice “The greatest danger for most of us is not that our aim is too high and we miss it but that it is too low and we achieve it” Michelangelo got it right when he said: Yes!

16. A Chinese proverb, as quoted in ‘The Art of Achievement’ by Tom Morris “A man without a smiling face should not open a shop” – Nor should he work for a charity or deliver a service!!

17. Physical Identity • Communications Successful charities have re-engineered their brand to optimise every aspect of customer experience • Objects • Performance • Delivery Channels • Environments • Staff and Volunteers • Culture • Responsibilities and Reputation

18. If you want me to take You through the process individually, we can discuss how and when. ARE THERE ANY QUESTIONS?