After a week-long customer campaign, Marco’s Pizza franchise owner, Joe Walker, presented Gilbert resident, Tommy Taylor with a check for $76,000.
Taylor has been fighting for life for the last 5 months. He has uncontrollable high blood pressure. For the last 6 years, Taylor credits his life to a device implanted in his chest during a clinical trial. With the trial now over, the device did not get FDA approval so Taylor has to cover the cost of his surgery on his own. No insurance company will cover it. That cost is now approximately $110,000.
Walker learned of Taylor’s story one week prior to starting a fundraiser for him. It was very short notice because of Taylor’s impending surgery date. Walker and his 8 Midlands Marco’s stores pledged $10,000 plus they matched the customer donations given in a week’s time. With the total amount raised, $76,000, plus Taylor’s GoFundMe (http://www.gofundme.com/pbkgbo) and other generous donations, Taylor now has enough money to afford his surgery which has been scheduled for August 20 in North Carolina.
Accountability requires clarity in tasks.
1. Identify a platform for recording all action items (e.g. dry erase board, a Google doc, etc).
2. Create a column in that platform called “What,” where you list out every action item that needs to be executed.
3. Create a “Who” column where you show who is responsible for each action item.
4. Determine “When” each task must be completed by.
5. Create a recurring follow-up schedule.
1. Set a “thematic” goal (e.g. for a quarter, for each month, processes, systems, etc). Work it out with your team so everyone has buy-in.
2. Set 4-6 action items in order for the entire team to realize the thematic goal.
3. Set your ongoing objectives (e.g. revenue, team development, operational goals for a quarter, year, etc.)
4. Have a check-in mechanism, such as a weekly scoreboard so everyone knows how well the team is advancing towards the thematic goal.
Like athletes before a competition, you should “warm up” before you go into your store. For example, go over your goals, do some affirmations, … build up your good, positive energy so you can share it when you go in!
1. Lead by example.
2. Get in the trenches…share the struggle!
3. Do the the things that you say you’ll do, and that you have committed to doing.
4. Make each person that you talk to on your team feel like they are the most important person in the room.
5. Have a good attitude, and view the events that occur as opportunities for growth.
Mark Sanborn shares how managers and business leaders can improve their leadership skills to drive better results, boost sales or profits, and truly inspire teams. Learn a few tips for developing MVPs, your most valuable and profitable activities– it’s easier than you think!
“The height of arrogance is believing your product, service, or your idea is so good it doesn’t need to be sold.”
“Selling is helping people make a decision that is good for them….and if you believe that what you offer is good for the buyer, you owe it to them to sell it well.”
“…or you run the risk of letting your customer go elsewhere for an inferior … product or service.”
Here’s a short video of Mark Sanborn, at a speaking engagement for Buffalo Wildwings. Interestingly, he speaks to “Four Ingredients of an Elevated Experience:”
1. The Guest Always Receives Value. This means the Guest gets what they expect, even if their expectations aren’t right.
2. Surprise the Guest. If something was “as expected,” then its just “value.” However, if the Guest receives service or product that was not expected (in a pleasant way), then the guest is pleasantly surprised (and they will tell stories about your organization).
3. Your Job as a GM, Franchisee, or Manager is the Management of Guest Emotion. The question is: “Did the Guest leave happier than when they came into your restaurant?” If they did, they’ll promote you (i.e. become a net promoter). THIS is the lifeblood of a brand…because Guests won’t simply tell bullet points about you, they’ll tell a (positive) story about you, and usually along the lines of “You MUST try this…” or “You MUST go there….”.
4. Guests Want to be Insiders! So know them. Know and use their names. Know and mention their “usuals.” Guests want credit for their loyalty!
A short but informative video. Please note in particular, the “4 Customer (Guest) Experience Core Competencies.” They are described here as:
1. Purposeful Leadership: happens when leaders create a clear vision and act accordingly
2. Compelling Brand Values: having a strong sense of your brand’s values, which drives “who you are”
3. Employee Engagement: disengaged employees cannot create engaged customers (Guests); if you want employees to consistently deliver a great customer (Guest) experience, then they need to be valued, supported, and buy into your mission
4. Customer (Guest) Connectedness: in order to deliver on the needs of the customers (Guests), you must first understand those needs, Customer (Guest) Connectedness is about ensuring that all of your decisions are based on a deep understanding of what customers (Guests) are doing, thinking, and feeling. This takes a lot more than just using surveys
Customer Experience is not a veneer, but a reflection of the company’s culture and its operating processes (“Brilliant at the Basics!”)
If a company wants to build sustainable differentiation (from its competitors), then it will need to create a customer (Guest) centric organization.
With Memorial Day approaching, the L&D Team at Marco’s University extends a heartfelt Thank You to all of you who have served, and especially to those who fell in the service of our great country.
In the coming weeks, Marco’s leaders will begin an extensive study of Conflict Resolution. While this is a serious subject, this clip from Adam Sandler’s The Waterboy, sheds a little humor on the subject. More to follow on this important aspect of leadership and work place effectiveness.
Many are commenting that last week’s convention in Tampa was the best in our company’s history. It was full of energy, enthusiasm, and motivation. As an example of that, check out this hype video from the convention, which includes our President, Bryon Stephens.
It’s Good to Be Us!
Some key, fundamental pointers on correcting poor performance….
For those of you who may be familiar with our Introduction to Operational Excellence program, you will recognize the name of the author and the book. We use the concepts within this book as the basis of our instruction on leadership in IOE 102. In this brief presentation, Joe Folkman discusses strengths based leadership, and it is well worth the view.
Dr Mitchell Adler, PsyD, CGP, presents on Emotional Intelligence at the 2014 UC Davis Executive Leadership Program.
Here’s an interesting look at how a leader in the QSR industry capitalizes on its organizational culture to grow, and select, future restauranteurs. If you doubt the value of organizational culture to the success of not just the organization, but its people, then take a look at how Chipotle uses it.
Considered by many to be THE standard of corporate universities (within the fast food industry).
Watch out H.U. … here comes M.U. 🙂
…. because, sometimes, no matter how hard we try….it happens.
Take a look at this video from YouTube, and post your opinions. We’d love to hear them.
How are you and your team measuring up?
Are you a bunch of Grovers?
What’s your opinion: is there a difference between Managers and Leaders?
Here’s Scott Williams’ take on it…
Ken Blanchard: The One Minute Manager.
To Lead People Is to Be Servant Leaders.
Live each day of your life with some passion…. with some drive. This year I will make this goal become a reality…. I won’t talk about it anymore. I can!
Fear kills dreams… fear kills hope.
The effect you have on others is the most valuable currency there is.
I don’t believe in hope. Hope is a beggar.
Success will not come without sacrifice…sacrifice of time, sacrifice of effort, sacrifice of money, energy, effort. Perseverance is a must. What you did last week doesn’t count… only today counts… If there’s no enemy within, the enemy outside can do us no harm.
We fall when we don’t believe! Those who believe in themselves, who believe in their team, and who dedicate themselves to fulfilling their dreams will succeed.
Being successful in business, as with anything else in life, requires us to DREAM! We determine our own success… but to maximize our opportunities… we have to DREAM!
People will forget what you say; they’ll forget what you do — but they’ll never forget how you made them feel.
~ Carl Buechner
This is a nice short video on building engagement within your team by finding the Engagement Sweet Spot.
Here is a good video of Yale University Professor Marc A. Brackett, Director, Yale Center for Emotional Intelligence providing a presentation on Emotional Intelligence: From Theory to Everyday Practice.
We recognize organizations with outstanding leadership and learning (or training) programs when we see them, and among the best in this field is Chick-fil-A. In this video, New York Times Best-Selling Author, Dr. John C. Maxwell, speaking at a Chick-fil-A leadercast, explains the Five Levels of Leadership.
Dr Maxwell presents valuable examples and raises a lot of points that could be immediately applied to many of the situations we face on a daily basis. Please share your thoughts on Dr Maxwell’s description of the Five Levels of Leadership, and how understanding them might be helpful to you and your crew(s).
The Marco’s University L&D Team