When was the last time you re-evaluated your value offering?

When did you last sit down expressly to think about the value you offer to both your customers and your employees?

What does your organization offer that sets you apart from your competition? And remember competition is not just others who offer the same service — but others who compete for the same dollars.

Value is the real heart of why people buy from you. And regardless of the economy, if you have a real and compelling value proposition, they will continue to buy. That’s why some companies continue to do thrive and grow — regardless of the economy.

A good example of this is restaurants. When restaurant spending declines by 20%, it doesn’t mean that everyone’s business declines by 20%. It means 20% (or more) of restaurants disappear and the balance keep or grow their business because they have a better value offering. When people make choices, they choose the organizations that offer the best value.

Spend some time with your employees. Ask you customers. List all the things they place value on, then list them in priority.

Lastly, figure out what you can do better than your competition — and then take it to the next level. Be outstanding!

My Perspective: Deliver real value every day — be outstanding in ways that are relevant to your employees and customers. And regardless of the economy – your business with thrive.

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Bill is recognized as the Performance Excelerator™ because of his uncanny ability to create profound change and deliver extraordinary results with the most demanding organizations.

For additional information please visit www.billhogg.ca or email: bill [at] billhogg [dot] ca

Here in Toronto, our public transit system — the TTC (Toronto Transit Commission) is currently the focus of considerable negative attention by the public. The public is lashing out at the union as well as management — pointing fingers and making suggestions about how they should each do things differently.

General discontentment was smouldering because of a fare increase earlier this year, but their outrage escalated when a picture was posted on Twitter which showed a ticket agent sleeping in their ticket booth.

The public was rightly outraged.

The senior union official chastised the public for assuming the person was sleeping and not having medical difficulties (he was sleeping). His focus is on protecting his members — regardless of the issue.

Management is focused on having trains running on time, on budget. Noble objectives — but only part of delivering customer service.

No one seems to be focused on understanding or delivering good, consistent customer service.

The issues here are complex, but one fundamental truth is at work. People within the organization are not aligned with a focus on the customer.

The problem isn’t with either the unions or the management. This organization needs a complete change in culture and no one seems to be willing to work together and make the hard decisions to change the current culture.

They need to start by getting aligned around a common goal — defining and delivering an exceptional customer experience.

Once that happens, the various combative elements can begin to start focusing on the common goal instead of their individual goals.

My Perspective: Regardless of our business, we too often get caught up focusing on our department goals and forgetting the overall organizational goal which is serving customers.

By creating this common focus we break down our silos and start working together towards a common goal.

Sign-up for my Monthly Newsletter to have 1 article with tools & techniques for excelerating high-performance cultures delivered to your inbox each month.

Bill is recognized as the Performance Excelerator™ because of his uncanny ability to create profound change and deliver extraordinary results with the most demanding organizations.

For additional information please visit www.billhogg.ca or email: bill [at] billhogg [dot] ca

These are 2 of the most powerful words in the English language — they are equally powerful in any language. They express our gratefulness for the benefits we have received, either in personal or business relationships.

This past weekend was Thanksgiving here in Canada so I wanted to share a thanksgiving story about one of my clients — PRO-TAX, headquartered in Charlottesville Virginia.

I have had the privilege to work with this organization since 2008 and they have consistently demonstrated their values and commitment to delivering an exceptional customer experience. And they are working every day to improve and make it better.

This story occurred after a recent trip to their corporate offices to conduct customer research. We spent time talking with customers to better understand their emotional and business needs.

When I returned home I received a hand written Thank You note from the President.

How often do you receive a Thank You note from your clients?

I often speak about the power of a Thank You, but usually when referring to thanking our customer/clients for their business or employees for their efforts.

What a remarkable example of truly living your values.

Thanks to the great group of folks at PRO-TAX for reminding us that we should be thanking all the people in our lives who enrich and add value — not just the ones who pay us money.

My Perspective: Who has contributed to your business or personal life that you haven’t thanked recently. Make a point to do so this week.

Plus, I want to offer my thanks to everyone who has contributed to making this past year so great. Whether as clients, colleagues, readers, contributors or the many bright and engaged people I have had the privilege to meet — thank you for making my life richer.

Sign-up for my Monthly Newsletter to have 1 article with tools & techniques for excelerating high-performance cultures delivered to your inbox each month.

Bill is recognized as the Performance Excelerator™ because of his uncanny ability to create profound change and deliver extraordinary results with the most demanding organizations.

For additional information please visit www.billhogg.ca or email: bill [at] billhogg [dot] ca