Jim Feldman of Shift Happens! speaks to University of Wisconsin-Madison students and staff about dealing with change, managing change, innovation and customer service. This is a portion of the speech.
5. LEADERS Do Their Own Reconstruction Concentrate on Customers Essentials Learn What Customers Ignore UPsize Customers’ Daily Activities Focus Frees up Time
6. LEADERS Do Their Own Reconstruction Remodeling is NOT Reconstruction. Focus Frees up Time
7. LEADERS Do Their Own Reconstruction TEAR IT ALL DOWN… then there are fewer choices to make. Focus Frees up Time
11. Dimensions 3 different views of the same problem. Inside-the Box (Depth) Outside-the Box (Distance) Innovative Implementation (Determination) -1- Shift Direction
12. Customers Want: Better Outcomes Better Results They consume your food. They purchase your WISDOM!
13. Reality Questions: The only thing you should be talking about is VALUE—the VALUE & BENEFIT to the Customers—NOT the price!
14. What are you going to be doing Differently Tomorrow that will give you better results than you got yesterday? Reality Question: -1- Shift Direction
18. Act like an Entrepreneur Everyone should be a contributing participant. Everyone should think “What would my mother do or think if she was running this department?” #2: Think Like An Owner
19. Start by gathering information. Find a new use for existing resources. View existing products or services in a new way. Think Innovatively. #2: Think Like An Owner
20. #2: Think Like An Owner LISTEN Discover all options the Customer is considering Collaborate with the Customer to Establish Value
51. To Be Successful Your Toolbox Needs A B C D E F G H I J K 2 3 4 5 6 7 8 9 10 11 L M N O P Q R S T 12 13 14 15 16 17 18 19 20 U V W X Y Z 21 22 23 24 25 26
52. To Be Successful Your Toolbox Needs K N O W L E D G E -4- Shift Attitude 11 14 15 23 12 5 4 7 5 96%
53. To Be Successful Your Toolbox Needs H A R D W O R K -4- Shift Attitude 8 1 18 4 23 15 18 11 98%
54. To Be Successful Your Toolbox Needs A T T I T U D E -4- Shift Attitude 1 20 20 9 20 21 4 5 100%
55. To Be Successful Your Toolbox Needs BULLSHIT 2 21 12 12 19 8 9 20 -4- Shift Attitude 103%
56. To Be Successful Your Toolbox Needs YOUR WISDOM -4- Shift Attitude 25 15 21 18 23 9 19 4 15 13 162%
58. Luck and fate play far less a role in your success than YOUR WISDOM and the RIGHTATTITUDE. -4- Shift Attitude Next Generation Approaches
59. Ask “What If?” Next Generation Approaches -4- Shift Attitude You will unleash the unlimited possibilities of innovative thinking.
60. Next Generation Approaches Work Hard Never give up! Success requires a fresh blueprint-- not a prefab! -4- Shift Attitude
61. Customers are the reason we are in business. Next Generation Approaches
62. Continue Your Education ContinuallyChange & Improve. Be Volume…not Share Driven. Focus on your Customers, NOT your competition. Find New Benefits, NOT Features. Next Generation Approaches Co-create Joint Business Opportunities.
79. Flowchart For ProblemResolution Is It Working? NO YES Don’t Mess With It! DidYou Mess With It? YES YOU IDIOT! NO Will it BlowUp In Your Hands? Anyone Else Know? You’re SCREWED! YES YES CanYou Blame Someone Else? NO NO NO Hide It Look The Other Way YES NO PROBLEM!