Companies Don't Succeed - People Do!

Overview

Graham Roberts-Phelps is an international specialist consultant in business and personal development who shares his insights and ideas with thousands of people and organisations every year.

“The purpose of a business is to find and keep customers – everything else is mere detail”

Content

Customer relationships

1 Encourage your customers to be unreasonable

2 Give your customers the benefit of the doubt

3 Encourage your customers to complain

4 Develop a customer retention programme

5 Close the customer service department

6 Getting and keeping customers

7 Customer satisfaction is not satisfactory

8 The answer is ‘yes!’

9 Ways to stay close to your customers

10 What are others doing?

11 How to serve your customers well

12 Free market research

13 Realities of customer-driven service

14 The customer is not always right

15 Carefully manage your customer expectations: then exceed them

16 Wash your dirty laundry in private

17 How much can a junior spend to keep a customer?

18 Love is… cuddling your clients

19 The three ‘R’s of customer service

Innovation

20 If it ain’t broke – try breaking it

21 Benchmark the best, not the average

22 Good companies are led by visionary champions of change

23 Changing your corporate culture

24 Creative thinking – Disney style!

25 Add one question to the agenda

26 Your tired old product may only need a new category

27 The enemy within

28 People buy people first and whatever else second

29 How to have instant ideas

30 Own one word in the customer’s mind

31 The 30 per cent rule

32 The early bird catches the worm

33 What are your service standards?

34 Making sales at all costs can cost you all you make

35 The liquidation list

36 Make every encounter count

37 Details don’t make deals

38 Asked any stupid questions lately?

39 Selling a ‘people programme’ to the board

40 Kaizen

Time management

41 Rise and shine

42 E-mail

43 No more monkey-management

44 Priorities and strengths

45 The KISS principle

46 Boost your profits with Pareto’s Law

47 How to use time profitably

48 Play BANJO everyday

49 Have you got a ‘ring, ring, ring’ through your nose?

50 How to put off procrastinating

51 Reduce the time you spend in meetings.

52 Can you pass the measles test?

People management

53 Trust

54 Create champions of change

55 How to make people twice as good at their jobs

56 Management by walking about

57 Set quarterly budgets – not annual

58 Develop an employee attrition programme

59 ACHIEVE – Performance review method

60 Adopt a ‘buddy’ principle

61 Organising your organisation – 1

62 Organising your organisation – 2

63 Holidays

64 Where you can stick your stick

65 Get more complaints

66 Responsibility

67 Eliminate excuses

68 What makes an extraordinary company?

69 Free PR

70 Delegation, empowerment and unemployment

71 How to get paid for having fun

72 Act as if you own the company

73 Recruitment and the imperfect person

74 Company policy

75 Team meetings

76 Let people appraise themselves

77 The 50 per cent rule

78 Nothing impresses like competence

79 Lead by vision and values, not commands

80 Involve people in order to commit them

81 Communicate more, not less

82 Rewarding yourself

83 Creative recruitment

84 Creative questions for interviews

85 Starting off new team members

Motivation

86 Understanding what motivates people

87 Motivation is personal

88 Daily motivational strategies

89 Ms or Mr Motivator

90 Unlock the potential of your people

91 How to win friends and influence people

92 Simple gestures count the most

93 Carrots v sticks

94 Beware of ‘employee of the month’ programmes

95 Gainsharing

96 The power of ‘I’s

97 ASAP-cubed: How to give effective praise

Self-development

98 How to be the life and soul of your business

99 Let’s take the helicopter view

100 Ten keys to greater personal success

101 Ten ways to get your own way

102 Two ears and one mouth

103 Assume you have absolute authority

104 Don’t just get promoted, get famous

105 Be a winner, not a loser

106 Be positive

107 Don’t waste energy worrying and blaming

108 Cultivate the habit of going the extra mile

109 When in doubt – think what a failure would do and do the opposite

110 Decide to be outstanding

111 Be a progressive thinker

112 Don’t ever quit

113 Learn to really listen .

114 Questioning techniques

115 Life lessons

116 The argument against arguments

117 Self-reference is no reference

118 Asked any good questions?

119 Just do it

120 How to use averages to achieve more than the average

121 Don’t be a jack of all trades

122 Variety is the spice of life

123 Stop ‘municating’

124 Managing to be remembered

125 Be positive for a day

126 Be passionate in business

127 Slow down and achieve more

128 The only people in the world

129 High-impact questions

130 Get a life

Author

Graham Roberts-Phelps

Graham Robert-Phelps is an international trainer and consultant, specialising in sales management. He shares his ideas and insights with thousands of people and organisations every year in all parts of the world. With an extensive background in management and business development, Graham works with organisations of many different types and sizes.