process

Bad Customer Sucker Punch | Extraordinary Business

What to do about your company’s annoying, expensive, self-serving, obnoxious, never pleased, resource consuming customers (not the good ones!)

difficult-customer…so you are zipping along in your car for a vacation…freshly cleaned car, top down, radio playing your favorite tunes, sun shining, headed to your favorite place to do whatever it is you do to unwind. Money, speed, time – mean nothing at this point…just living the dream.

Suddenly, the person next to you decides they want the top up and to change the station. Sure…you don’t want to be inflexible, so you might give in and put the top up. heck – you are still headed where you want to go. But they insist on changing the music, too.

Okay – now they are messing with some core beliefs. But you can live with it…you think.

Then they want to stop and get something to eat and use the bathroom. After holding up your trip for 30 minutes, they decide they want to eat in your freshly cleaned car!!I You know that they are going to create and leave a mess…

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Bad Customer Sucker Punch | Extraordinary Business

What to do about your company’s annoying, expensive, self-serving, obnoxious, never pleased, resource consuming customers (not the good ones!)

…so you are zipping along in your car for a vacation…freshly cleaned car, top down, radio playing your favorite tunes, sun shining, headed to your favorite place to do whatever it is you do to unwind. Money, speed, time – mean nothing at this point…just living the dream.

Suddenly, the person next to you decides they want the top up and to change the station. Sure…you don’t want to be inflexible, so you might give in and put the top up. heck – you are still headed where you want to go. But they insist on changing the music, too.

Okay – now they are messing with some core beliefs. But you can live with it…you think.

Then they want to stop and get something to eat and use the bathroom. After holding up your trip for 30 minutes, they decide they want to eat in your freshly cleaned car!!I You know that they are going to create and leave a mess…

 [···]

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Old Dogs & New Tricks | Extraordinary Thinking

The changing role of the business leader leading up to and during business growth

dog-tricks
Is the same old thing good enough?
Many of our clients approach us when they find that they are doing the same thing over and over again, or trying some new things and just aren’t getting the results that they’d hoped for. Or planned for.
While there are a number of reasons for this, one theme that occurs occasionally is the business owner who is not willing to expand their thinking to manage a different type of organization.
For example, say you had an interior decorating business. Business is pretty good, but you find that you are working around the clock – meeting with clients, negotiating with contractors, ordering decorative items, collecting money, managing money, updating your website, etc., and you have done so since the “birth” of the business. What you struggle with is that when you have a big job, you are unable to take on new customers, and when a big job is finished, you are scrambling to get new customers.
Some people call this “feast to famine.”
What do you do? [···]

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Old Dogs & New Tricks | Extraordinary Thinking

The changing role of the business leader leading up to and during business growth

dog-tricks

Is the same old thing good enough?

Many of our clients approach us when they find that they are doing the same thing over and over again, or trying some new things and just aren’t getting the results that they’d hoped for. Or planned for.

While there are a number of reasons for this, one theme that occurs occasionally is the business owner who is not willing to expand their thinking to manage a different type of organization.

For example, say you had an interior decorating business. Business is pretty good, but you find that you are working around the clock – meeting with clients, negotiating with contractors, ordering decorative items, collecting money, managing money, updating your website, etc., and you have done so since the “birth” of the business. What you struggle with is that when you have a big job, you are unable to take on new customers, and when a big job is finished, you are scrambling to get new customers.

Some people call this “feast to famine.”

What do you do? [···]

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Process and Strategic Advantage | Extraordinary Business

How strategy and process engineering will help you create strategic advantages in your company.

imageIf you know the fast food industry, you probably know that they go through great stakes to ensure that everything is done the same way, every time, no matter what store you go to. While you might encounter various personalities and different store layouts, for the most part, the cashiers greet you the same way, they ask you if you would like to try the special, they get your order, try to upsell you, ask you if you would like anything else, let you know how much your order is, etc..

Now, if you go to a McDonalds, for example, it is not going to be the same experience as going to a Chick-fil-a, although the two are competitors and serve fast food items. Surely, there is some overlap, but while McDonalds puts a lot of emphasis on getting people fed, you might assume that Chick-fil-a might focus more on the experience.

You can see this looking at the dining room: often, in the dining room at McDonald’s, if you see employees, they are typically cleaning something and don’t pay much attention to the diners except to offer a friendly greeting. On the other hand, at Chick-fil-a, you will probably find that the staff typically roams the dining room in a very friendly way, speaking with guests and answering each request with, “it would be my pleasure.”

With respect to price, you will probably pay a bit more for Chick-fil-a’s over-the-top service, (plus you cannot get a burger).

What is the difference? What is the point?

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Process and Strategic Advantage | Extraordinary Business

How strategy and process engineering will help you create strategic advantages in your company.

imageIf you know the fast food industry, you probably know that they go through great stakes to ensure that everything is done the same way, every time, no matter what store you go to. While you might encounter various personalities and different store layouts, for the most part, the cashiers greet you the same way, they ask you if you would like to try the special, they get your order, try to upsell you, ask you if you would like anything else, let you know how much your order is, etc..

Now, if you go to a McDonalds, for example, it is not going to be the same experience as going to a Chick-fil-a, although the two are competitors and serve fast food items. Surely, there is some overlap, but while McDonalds puts a lot of emphasis on getting people fed, you might assume that Chick-fil-a might focus more on the experience.

You can see this looking at the dining room: often, in the dining room at McDonald’s, if you see employees, they are typically cleaning something and don’t pay much attention to the diners except to offer a friendly greeting. On the other hand, at Chick-fil-a, you will probably find that the staff typically roams the dining room in a very friendly way, speaking with guests and answering each request with, “it would be my pleasure.”

With respect to price, you will probably pay a bit more for Chick-fil-a’s over-the-top service, (plus you cannot get a burger).

What is the difference? What is the point?

 [···]

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Innovation Process | Extraordinary Business

Why bother to have a process for innovation?

Innovation ProcessIn a rapidly evolving, or at least changing marketplace, there is typically a constant stream of business vying for the attention of a limited number of consumers in every industry, from commercial fishermen to clean energy companies.  Even not for profit organizations and social enterprises compete for resources and the ability to survive.

Many times, as business leaders, we have heard the term “adapt or die” or something to that effect, suggesting that if we keep doing the same things we have always done, we will find that the market has moved on without us.  You can look around at the marketplace at companies that failed to evolve.  On the other hand, you can see the successes of companies that lead the marketplace and continue to thrive.

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Growth | Extraordinary Business

 strategy - analysis - success If you have ever posted a thought or idea on Twitter (follow me while you are there! – Aepiphanni), you can probably tell from the response that the time taken to create and post the tweet barely made am impact.  Just because you posted it didn’t make it go viral.  Because it was brilliant, thought provoking, extraordinary, even, didn’t make people re-tweet it and discuss it until it trended.  As a matter of fact, if you asked many of your followers if they’d seen it, most would probably say that they had missed it and might be kind enough to look for the next one.

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