Section I introduces the Workshop and describes how users can best use each Workshop section to learn about profitability improvement. Who in your organization would most likely benefit from attending the Workshop and why they should attend are discussed here.

1. Fixing TheLeaksSM
A Workshop On Improving Business Profitability
Copyright @ 2014, Ron Ryan & Associates, LLC
1

2. To your customers, your
organization is a series of flows
-
Copyright @ 2014, Ron Ryan & Associates, LLC 2

3. Including your web site -
Copyright @ 2014, Ron Ryan & Associates, LLC 3

4. …telephone…
Copyright @ 2014, Ron Ryan & Associates, LLC 4

5. …and retail locations…
Copyright @ 2014, Ron Ryan & Associates, LLC 5

6. What small problems get in the
way of a purchase?
Copyright @ 2014, Ron Ryan & Associates, LLC 6

7. What makes your customers
mad?
Copyright @ 2014, Ron Ryan & Associates, LLC 7

8. Waiting on hold?
Copyright @ 2014, Ron Ryan & Associates, LLC 8

9. Struggling with your web
site?
Copyright @ 2014, Ron Ryan & Associates, LLC 9

10. Confused by your store
layout?
Copyright @ 2014, Ron Ryan & Associates, LLC 10

11. Or your merchandising?
Copyright @ 2014, Ron Ryan & Associates, LLC 11

12. The Truth About
Business.
“Business is a series
of flows. As
Managers, then, we
are all plumbers.
Some of us deal with
big leaks, others deal
with small ones, and
still others design
and lay new pipes.
But in the end, we’re
plumbers whose
pipes carry
customers,
information, and
money.”
Copyright @ 2014, Ron Ryan & Associates, LLC 12

13. I. Who can benefit from fixing customer ‘leaks’?
II. What are the benefits from fixing leaks?
III. Where can you find the leaks?
IV. How can you get started?
Copyright @ 2014, Ron Ryan & Associates, LLC 13

14. Section I
“Slump? I ain't in no slump... I just ain't hitting.”
- Yogi Berra
Copyright @ 2014, Ron Ryan & Associates, LLC 14

15. Quick Quiz
 Do you own your own business?
 Are you the Executive Director of a not-for-
profit or the CEO, COO, or CFO of a
business?
 Have you recently taken on a
promotion?
 Is your boss asking what have you done
for me lately?
Who
Can Benefit?
Copyright @ 2014, Ron Ryan & Associates, LLC 15

16. Quick Quiz
 Do you own your own business?
 Are you the Executive Director of a not-for-
profit or the CEO, COO, or CFO of a
business?
 Have you recently taken on a
promotion?
 Is your boss asking what have you
done for me lately?
Who
Can Benefit?
No matter what size of business or
nonprofit, the leaks in your
processes will define your
organization and its bottom line.
Copyright @ 2014, Ron Ryan & Associates, LLC 16

17. Are You
Acquiring,
Converting And
Keeping
Customers As
Effectively As
You Would
Like?
Copyright @ 2014, Ron Ryan & Associates, LLC 17