In this podcast we will examine how to use Purpose as a tool in our businesses and our everyday lives.
My lifetime work has been to understand the connection between intention and action.
I also run a real life business in measuring customer service and helping improve it in business. Purpose is the secret weapon, and it can be used just as affectively on ourselves, as it can with businesses.
I hate being in the offices and just want to be surrounded by people, except when I’m cycling or skiing - then - alone is good.
When should you give up?
Is it when you run out of energy, motivation, or money?
Usually the reason we give him is because of how we compare ourselves to the very very best. And that’s a dangerous thing to do.
This short two minute podcast explains why there is plenty of room in the market for you to succeed even if you’re not the very very best.
Why do customers really leave? Dan Kennedy the "Sovereign of Sales Letters" thinks it not as obvious as we might think. I'd tend to agree. Customer leave for one of the following reasons: * 1% die (not much you can do there) * 3% move. Offline, this is because of geography; online, it’s because of shifting interests. * 5% switch to something else because of a friend’s recommendation. * 9% switch to a better product or service. The best way to fight this is to make sure your products, services, and offers are the best around. * 14% leave for general dissatisfaction. Again, it’s a good idea to trim the tribe, as you will never please everyone. All together, these five reasons only add up to 32%. Where are the rest?
In this podcast we discuss how to use empathy as a strategy
1:12 The problem we solve - understanding each other. Park our own assumptions. Doubling meal size doesn’t make a customer twice as happy.
2:27 Empathy is a marketing question. Getting in the heads of consumers.
5:43 Three things that drive decisions 1) rational brain 2) emotional drivers, and 3) context. Don’t judge others by what’s happening in your life.
11:00 How can a big system know contextual purpose and what they are seeing from the customer. Each individual has a huge responsibility.
12:33 How does an introvert serve an extrovert? At an individual level and organisational - processes that reinforce the ability to be empathetic.
13:39 Being consciously curious.
18:40 Step 1 Consciously curious (harder to do than to talk about). Step 2 - openly explore (not on your own perceptions) - a Bunnings (hardware chain) example of buying a drill bit. Don’t show how smart you are. Step 3 - Challenge my own beliefs Step 4 - Leading with empathy - create an amazing experience.
26:31 We are trying to create customer experiences in the most diverse world we’ve ever had. 100 years ago you didn’t need to deal with a Korean Australian walking into a coffee shop in Rome. We have to deal with immense diversity.
30:30 Empathy and purpose are not soft skills.
31:14 Using empathy to sell. A web developer example
35:52 Tying in purpose
37:15 A little story about why we need to train.
When you are grappling with purpose in work or life, keep in mind that time is irrelevant when it comes to purpose.
If your purpose has an element of time (next week, in a years time), then it's a goal, not a purpose.
Why do kids ride skateboards, fall over, graze themselves and keep going?
The risk/reward formula looks screwed up. All the risk and little reward.
Why do we gamble?
Why not just stay in bed? Isn't that the lowest risk?
You can lower your risk but never remove it. You can undertake risky behaviour the riskier the behaviour doesn't always give the higher rewards (e.g. gambling).
You can never predict outcomes
But risk is critical to being human. Don’t be any more scared of risks, as you are sure of outcomes.
How do you get an 18-year-old cashier to care. How do you get a labourer on a construction site to care? How do you get a CEO to care? How do you get a child to care?
All jobs have implications. Everything you do, no matter mundane has consequences.
Either you know the consequences of your actions, or you don’t. A little smile or a growl to a customer will influence your customer.
A small reckless action by a construction worker may unwittingly kill a workmate.
An immoral decision by a CEO may knowingly bankrupt an employee.
But that’s not the whole picture. What also matters is whether you care.
You may care about the consequences on the other person, or you may not.
The upshot is that everyone needs to know their actions matter, whether or not on purpose.
Purpose is not a precondition to consequences.
Did you really decide your last business decision?
Let's look at the decision to invest in a new office printer.
The decision to make a decision is not yours. The existing printer is simply getting unreliable. The printer triggered your need for a decision, not you.
OK so do I buy new or refurbished? You budget will decide that, not you.
Where should I buy it from? Corporate policy might decide that, or history, or you know someone who owns a stationery store. Maybe it was a facebook ad? But you couldn't control who placed the ad. The vendor decision is also out of your control.
OK which brand? maybe you go for name recognition. But you can't control which brand you recognise, not their reputation.
There are two similar options, which do you decide? You choose one but have no idea why. Was it the colour, shape, or just because the salesperson suggested it?
At no point along the way did "you" make the decision.
Give up the illusion of being in control. A decision will be made either way whether you agonise or not. The agony comes from ego and the illusion that"you" control your decisions.
Despite all the data you receive, the purchase of a printer, or even a merger/acquisition comes down to uncontrollable gut feel. #stress #decisions
In this podcast episode I return to my roots of customer service measurements.
What is a company like Tiffany's or emirates airlines do with a one star review?
How can you make this information purposeful.
Well, it depends on whether you are a store manager or a senior executive.
Don't be confused. Information is not wisdom.
I've heard a lot of people say things like "wisdom is everywhere" - thanks to the internet.
But wisdom is not information. T
he dictionary definition of wisdom says you need three things for wisdom.
2) Good judgement
Having information without experience, or experience without good judgement doesn't mean you have wisdom. The world sorely needs wisdom, I'm trying to share the little I have, and encourage you to do the same.
#purpose hashtag#wisdom hashtag#teaching
What's the purpose of customer surveys?
If you think it's to measure customer service you may want to re-consider.
Surveys measure what the customer thinks they thought.
Those thoughts can be wrong, and more importantly, they don't measure what makes you money.
There are 6 steps to making the move up from just selling on price.
The usual strategy is to get establishing in the market and move up. But there's more to it than that, and making the move may be the opposite of the traditional process.
This episode covers the sixth is required for any company to move from selling based on price through to selling based on value through to selling based on brand. The sixth step is purpose, and it becomes the North Star for the other five steps.
Judgement is a beautifully efficient evolutionary tool to help us make quick decisions. But it can get in the way of the "right" decision.
Unlike most species, we have the benefit of also having a conscious mind which can override the sub-conscious.
You may be hungry, but resist that piece of cake. Your conscious mind can resist the urges.
And so it is in the rest of your life and business.
The future of customer service is about intention. At the moment all service related inquiries, especially for machines are focused on answering questions. In the future computers will be able to judge your purpose and intention of a call or of an interaction. This will open the floodgates for next to instant servicing and hugely improved consistency and delivery of customer service
What's the difference between purpose and meaning in a business environment, and does it really matter.
Purpose is made.
Meaning is processed.
In this episode I'll be looking how the difference manifests in our personal lives as well as our business lives.
In terms of business I'll be looking at how it shows up in Companies like Google and how it will affect YOUR customers and staff.
In this episode we look at how to sell with meaning.
We all know you should sell with Features and benefits, but I'll suggest switching that around to take it up a notch.
Then we'll take it up another notch by incorporating meaning to the sales process.
Published on Anchor
Yes meaning can be found immediately. You just have to look in the places staring you in the face.
This podcast episode helps you find it immediately. No need to look.
Meaning can be found in everyday things and events, there’s no need to fret. Once you find meaning in the smaller things you can start pondering the bigger issues - if you wish
Ali and Todd are under a big tree talking about how they want to continue the fairytale long after the Bachelorette Australia finishes. Some of you will be nauseated by this whole concept. But there's an important message behind all these reality shows. The reality is hard to escape.
Sure the shows are there to sell shampoo ads and fried chicken product placements, but something deep is happening behind the veneer.
Two predictable things happen. One is an observation, and the other is the lesson.
This episode lays out the premise for the whole Podcast series.
In this episode I'll examine the critical role played by Purpose in all lives and all organisations.
Stakeholders and owners are pulling in one direction (often profit).
Staff area after careers, training and a good salary, putting them at odds with the owners.
Customers want the best value, often putting them at odds with both customers and staff.
Having a clearly defined purpose helps drive each of these parties in a similar direction. And the lessons learned also apply to our personal lives.
That’s what this Podcast is about
What is all this living stuff for?
We live; we die right?
We are overwhelmed with the feeling of having to “do something” with our lives.
Some people go through life completely lost, numbing themselves with distractions like drugs, joy, and sadness. Others (and it’s always others), seemingly have it all together.
But our lives will “do” just fine. We don’t need to help our life “do” anything any more than we need to help our lungs breathe. It will happen.
Now, because life has an ending, we try to “do” the most, or least we can.
Sometimes we try to maximise life by being the biggest, best, happiest, richest.
Sometimes we try to minimise everything by maximising solitude, rebellion, or melancholy.
We may even try to rebel and drop out, or just go along with our lives meandering like a cork in a stream. The measurement always seems to be what you are “doing” with you life, and to “get” the most out of it.
BUT WHO SAID THERE HAS TO BE MEANING?
Your life has to have no more meani