{"id":54158,"date":"2018-04-09t19:30:37","date_gmt":"2018-04-09t23:30:37","guid":{"rendered":"https:\/\/48e130086c.nxcli.net\/?p=54158"},"modified":"2018-04-11t16:10:42","modified_gmt":"2018-04-11t20:10:42","slug":"business-culture-growing-dying","status":"publish","type":"post","link":"\/\/www.g005e.com\/2018\/04\/09\/business-culture-growing-dying\/","title":{"rendered":"is your business culture growing or dying?"},"content":{"rendered":"

\"smiling<\/a>case study: 14 core performance standards and six core values.<\/strong><\/p>\n

by rob nixon<\/i><\/p>\n

what is a culture?<\/p>\n

think back to your high school science days. a culture is a growth. it\u2019s a living organism.<\/p>\n

more on strategy:<\/b> 5 steps to building a high-performing team<\/a> | \u2018great questions\u2019 of a sales meeting<\/a> | how to be a guru in sales<\/a> | are your prices too low?<\/a> | never charge by a time unit<\/a> | put your own oxygen mask on first<\/a> | wants vs. needs<\/a>
\n\"goprocpa.com\"exclusively for pro members. <\/span><\/strong>log in here<\/a> or 2022世界杯足球排名 today<\/a>.<\/span><\/p><\/blockquote>\n

just like a business culture. if your culture is not a growing-based culture then it is a dying culture.
\n
\nmost accountancy firms have a culture but it was not created \u2013 it just happened. and what it is today is what it is. if you want to have a high-performing business then you need a culture that matches your objectives.<\/p>\n

whatever culture you decide to create it will take a while to create it. your culture might be fun-based, success-based, financial achievement-based, client service-based, team-based \u2013 or all of the above. to change your culture will mean changing some of your people (who do not buy into the new culture) and it will mean summarizing it into written performance standards.<\/p>\n

your performance standards are how you want to people to act and behave. your performance standards should be everywhere and everyone should have a copy of them with them at all times. you can incorporate your performance standards into your daily\/weekly training or meeting program and you can incorporate them into career development and performance management.<\/p>\n

my business is not perfect by any means (which one is?), however the consistent and positive comments we receive from clients regarding my team and team culture indicate that we do it better than most. to give you an insight into my service- and success-oriented culture, here is an in-depth look at my business, where my team operates under 14 core performance standards and six core values.<\/p>\n

we use these performance standards in training, performance management, induction, team meetings and of course, client\/prospect interactions.<\/p>\n

nixon advantage client service performance standards<\/h3>\n

1. i lead by example.<\/strong><\/p>\n

what does that mean? it means that we practice what we preach. we have a massive range of content that we educate the profession on. we need to make sure we are using that for our business. that means that everyone needs to know our content. it means that if we are telling our clients to set and achieve goals then we should do the same. it means that if we are telling our clients to give great customer service, then our service should be even better than the clients\u2019. it means that if we tell our clients that they should be involved in personal development and learning, then we should do more of it.<\/p>\n

our clients are the natural leaders of business \u2013 the trusted advisors. the trusted advisors should be running a better business than those they advise. we are leading the accounting profession, which means that we should be running the best business out of the lot of them. the best people, the best processes, the best marketing, the best sales and the best logistical management \u2013 the best.<\/p>\n

2. i constantly raise the bar as we lead the accounting profession.<\/strong><\/p>\n

this is all about inspiring our clients.<\/p>\n

    \n
  • if we are running a better business than our clients then we will inspire them.<\/li>\n
  • if we are coming up with content and methods that are leading edge then we will inspire them.<\/li>\n
  • if we are listening (really listening) to our current clients’ successes and then retelling those stories to other clients\/prospects then we will inspire them.<\/li>\n
  • if we push the boundaries of what is possible then we will inspire them.<\/li>\n
  • if we develop ourselves personally and use the right language and communicate eloquently then we will inspire them.<\/li>\n
  • if we adopt “better than best practice” finance, admin, marketing, sales and coaching methods then we will inspire them.<\/li>\n
  • if we challenge them then we will inspire them.<\/li>\n<\/ul>\n

    3. clients will be completely delighted with what i do, and how i do it. <\/strong><\/p>\n

    the end result of this standard is “100 percent referenceable.” that means if we had to roll out our client list, prospect list and anyone we have had contact with over the years (to an external party for due diligence for example) that they would say amazing things about the people they have dealt with and the experience they have had. it means that the four “easys” have been working to make it an unbelievable experience:<\/p>\n

      \n
    1. easy to deal with (all things people and logistics)<\/li>\n
    2. easy to understand (product\/service)<\/li>\n
    3. easy to buy (marketing\/sales process)<\/li>\n
    4. easy to implement (what they buy works)<\/li>\n<\/ol>\n

      4. i always maintain positive relationships.<\/strong><\/p>\n

      negativity is a cancer and toxic relationships never last. when we work with clients (internal and external) we are there to build a relationship \u2013 a professional and positive relationship. we are not building “buddies for life,” we are building “clients for life.” to do that we must be really focused on what we say, how we say it, when we say it, why we say it and most importantly how we say it.<\/p>\n

      we are in business; this is not a day care center or a nice comfortable billeted homestay. we have a business to run and as such we must build relationships with our clients that are professional by nature and commercial by standing.<\/p>\n

      5. i greet and farewell everyone by name with eye contact and with a smile.<\/strong><\/p>\n

      here are some examples. if you answer the phone correctly with, \u201cwelcome to nixon advantage, this is [first name] [last name],\u201d then the person on the other end of the phone will (in most cases) give you their full name. you can then bring up the database and see who you are speaking with and start a positive conversation. at any event do not be shy and wait for the person to come to you \u2013 go from behind the desk and extend your hand (to shake theirs) and say, “welcome to coaching club \/ [name of seminar], i\u2019m [first name], [last name].”<\/p>\n

      continue to look people in the eye when they are speaking with you. it\u2019s a simple one but often overlooked. it shows you are interested and you are listening. on the phone smile \u2013 you can hear the smile! when you wrap up the call, leave it with something like, “thanks for the call [name], i\u2019ll be making that happen right away for you.”<\/p>\n

      6. if at fault, i will apologize and make restitution \u2013 right away.<\/strong><\/p>\n

      what does that mean? pretty much what it says. however, the way you apologize can make a difference. just writing, \u201ci\u2019m sorry\u201d is probably not enough. you need some explanation around it.<\/p>\n

      with apologizing it takes a big person to admit they are wrong. most people act below the line and make excuses; they blame others and are in denial about the real situation. if you have made a mistake (and we all have) then admit it, make restitution somehow, apologize in a heartfelt way and then move on. the worst are the ones who deny that they have done wrong. apologize to clients, to suppliers, to team members and alliance partners.<\/p>\n

      7. i demonstrate a positive “can do” attitude at all times.<\/strong><\/p>\n

      on a day-to-day basis you have a choice of operating below the line<\/strong> or above the line<\/strong>. both will impact your thinking and personal results.<\/p>\n

      operating below the line is…<\/p>\n

        \n
      • thinking negatively about situations<\/li>\n
      • worrying about things that never eventuate<\/li>\n
      • blaming others for your actions<\/li>\n
      • not taking responsibility for your actions<\/li>\n
      • making excuses for your personal performance<\/li>\n
      • being in denial about what is really going on<\/li>\n
      • saying “yes, but” to situations\/ideas \u2013 yes, but that will never work<\/li>\n<\/ul>\n

        operating above the line is…<\/p>\n

          \n
        • realizing that there is a positive in every negative<\/li>\n
        • having a pleasant disposition every day<\/li>\n
        • taking responsibility<\/li>\n
        • being accountable \u2013 doing what you say you are going to do<\/li>\n
        • using the words \u201cmust,\u201d \u201cwill\u201d and \u201ccommit\u201d on a daily basis<\/li>\n
        • having a high self-esteem problem<\/li>\n
        • believing that anything is possible<\/li>\n<\/ul>\n

          having a “can do” attitude is about you being as awesome as you can be and delivering a client experience in which you take responsibility and make it happen.<\/p>\n

          8. i focus on solutions to clients’ objectives.<\/strong><\/p>\n

          to focus on clients\u2019 objectives you must first ask questions around what their objectives are. what their motivation is and what their problems are. people are motivated to do something different (whether in a marketing, sales or coaching role) because of a number of factors:<\/p>\n

          50 percent of the reasons why they will change:<\/p>\n

            \n
          • the clients\u2019 reasons as to why they should<\/li>\n
          • the clients\u2019 motivation<\/li>\n
          • the clients\u2019 objectives<\/li>\n
          • the clients\u2019 benefits received<\/li>\n<\/ul>\n

            40 percent of the reasons why they will change:<\/p>\n

              \n
            • the relationship they have with you<\/li>\n
            • the credibility belief they have with you<\/li>\n
            • the trust they have with you<\/li>\n
            • the likeability of you<\/li>\n<\/ul>\n

              10 percent of the reasons why they will change:<\/p>\n

                \n
              • the actual product they are buying<\/li>\n
              • the actual process they will be going through<\/li>\n
              • the actual content they will be using<\/li>\n
              • the actual methodology that is used<\/li>\n<\/ul>\n

                spend time on finding out what the clients\/prospects want and need and then build a closer relationship with them. once you have that then you can recommend solutions to help them.<\/p>\n

                9. i am creative and innovative in my approach to helping our clients succeed.<\/strong><\/p>\n

                the success of this business is predicated on the success of our clients. if we want to promote how good we are then we need to promote that fact via the success of our clients. first of all we must help our clients succeed. that means listening and flexibility.<\/p>\n

                if we are listening to our clients and what we are doing is not working, then let\u2019s change what we are doing. flexibility is key. if the market tells us by complaint, resignation, murmur, rumor or inference then we must listen to that \u2013 and be big enough to do something different.<\/p>\n

                if we are really listening to our clients then we must promote the fact \u2013 via regular (minimum monthly) case studies, regular (monthly) teleseminars, regular white papers and reports and stories, stories and more stories. the story you hear from one client can be used to help another client.<\/p>\n

                10. i always act with integrity, i respect others and i use empowering conversation.<\/strong><\/p>\n

                the way you act on a day-to-day basis is critical to your success and the business’ success. are you acting in an integral way \u2013 doing what is right and just? do you respect the person you are speaking with \u2013 will they one day be the next superstar of business? do you use empowering and uplifting conversation \u2013 or is it negative and nasty?<\/p>\n

                doing the right thing in any situation, respecting someone else\u2019s position, opinion or situation and speaking politely in an uplifting way … it\u2019s just good manners!<\/p>\n

                11. i always reply to all communication by the end of the same day that it was received. <\/strong><\/p>\n

                what does that mean? it\u2019s basic courtesy and manners. if someone internal<\/strong> or external<\/strong> communicates with you and requests an answer then you answer it \u2013 on the same day. however, if someone emails you at 4 p.m. on a friday you may not have time to answer \u2013 so a quick, \u201ci\u2019ll come back to you on monday,\u201d will suffice. you\u2019ve still answered on the same day.<\/p>\n

                replying to communication includes emails, mail, fax, phone calls or sms. it means that you do not have anything in your email inbox that has not been dealt with every day. every day make sure you file, action, reply or trash your emails \u2013 every single day<\/strong>. if you reply to communications every day, then you will be giving outstanding service and you will be known for promptness.<\/p>\n

                12. i will own any queries or complaints that i receive, and ensure they are addressed within the same business day that i receive them.<\/strong><\/p>\n

                what does this mean? it means you do not pass the buck and say, “that\u2019s not my job” and refuse to sort something out. instead you say, “i am sorry to hear about that. although i do not handle that myself i am going to go and speak with x and get back to you with a resolution.”<\/p>\n

                you then speak with the person who can resolve it, you communicate back to the person who had the issue and then you connect the two people to sort it out. a followup call always helps as well. do it all same day so the issue is sorted out. a complaint is an opportunity to shine and be awesome.<\/p>\n

                13. i always answer the telephone within two rings and with a smile and i always say, \u201cwelcome to nixon advantage, this is [first name], [last name].\u201d<\/strong><\/p>\n

                what does that mean? it means that we have consistency in our process and we run to the phone if we need to. from the callers\u2019 point of view, there is nothing more annoying than a phone that rings and rings and rings. it comes across like “they are arrogant and don\u2019t care.” if you answer the call on the first ring the caller does not have a chance to settle themself. if you answer it on the third or more rings then the caller gets annoyed. when you hear three the caller hears four.<\/p>\n

                if you answer with a smile the caller can “hear” the smile. if you answer without a smile then they can “hear” that as well. you never get a second chance to make a first impression.<\/p>\n

                the way you announce yourself is critical in this process. the “this is” indicates something important is about to happen. you do not say “speaking” at the end of your name \u2013 of course you are speaking. you do not say “may i help you” at the end of your name \u2013 that\u2019s what you\u2019re there to do.<\/p>\n

                your full name is critical as well because the law of physiological reciprocity (what you give out you get back) kicks in when you announce yourself \u2013 they will tell you their full name. if you announce your full name and then pause, the only response is their full name \u2013 in the majority of cases. you have stated your company and your name \u2013 they will (in the majority of cases) state their company and full name.<\/p>\n

                14. i am always “on the stage” and act accordingly.<\/strong><\/p>\n

                people on the stage speak correctly, dress correctly and act appropriately. people on the stage are aware of their presence and their actions. they are aware that a media critic may be in the audience and they always play full out at every show. they are rarely “off” and are always “on.” good stage performers use the proper vocabulary with everyone they meet. they do not use slang, drop their g\u2019s (comin’ and goin’) or talk down to people in demeaning ways.<\/p>\n

                they use correct phrases like “good morning,” “certainly,” “i\u2019ll happy to” and “it\u2019s my pleasure.” every interaction with a person (team member, supplier, alliance or client) is a potential business transaction. make it count by being “on the stage” all the time.<\/p>\n

                company values<\/h3>\n

                i always live and demonstrate the company values of being ethical, courageous, caring, open-minded, practicing what we preach and fun.<\/p>\n

                  \n
                • ethical<\/strong>:<\/strong> doing the right things.<\/strong> that means if we know someone is not suited to our business then we need to tell them. it means that if we owe money then we pay money \u2013 on time. it means that we give the right advice all the time. it means we should say “no” if it\u2019s appropriate.<\/li>\n
                • courageous: having the strength to be bold and stepping up.<\/strong> this means you are not a “shrinking violet.” if you want to say something then say it. if you believe in something then make it happen. it means you need to push back if a prospect or client is giving you an unfair or hard time. it means you promote what you believe in. it means you go out of your comfort zone to make a difference.<\/li>\n
                • caring: building genuine relationships.<\/strong> it means that you follow our “relationship enhancement” program. it means you are genuine in your approach and service. it means you make an effort to get to know all of your clients \u2013 they are all “a” class clients. it means that all of our clients should be saying, “i have a great relationship with the team at nixon advantage.”<\/li>\n
                • open-minded: open to new ideas and change.<\/strong> it means that you are flexible and enthusiastic about new ideas. it means that when an idea is presented you do not automatically say, “yes, but” (and come up with a negative), instead you look to the positive and ask questions so the idea can be improved or removed. it means that if there is a proven better way then be bold enough to change what you have been doing.<\/li>\n
                • practice what we preach: <\/em>doing what we tell others to do.<\/strong> that means if we promote something in writing, from a seminar stage, to a client and it is applicable to our business then we must do it. it means that if we are leading our clients and they are leading their clients then we should be running a better business than all of them. not bigger, not more profitable \u2013 but better. better marketing, better sales process, better logistical management, better relationship management, better systems, better leadership and the best team of people we can get.<\/li>\n
                • fun: do what you love and love what you do.<\/strong> that means that everyone should be in their “happy place” doing a job that enriches their life. it means that every day there should be laughter and positive emotion. that means that interactions with our company (clients, suppliers, alliances and friends) should be fun. it means that clients tell us that they have fun at our events and meetings. it means that you should think of many ways to make the experience in dealing with us even more fun.<\/li>\n<\/ul>\n

                  you need to develop your performance standards that suit your culture.<\/p>\n","protected":false},"excerpt":{"rendered":"

                  case study: 14 core performance standards and six core values.<\/strong>
                  \nby rob nixon<\/em><\/p>\n","protected":false},"author":1840,"featured_media":49750,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_relevanssi_hide_post":"","_relevanssi_hide_content":"","_relevanssi_pin_for_all":"","_relevanssi_pin_keywords":"","_relevanssi_unpin_keywords":"","_relevanssi_related_keywords":"","_relevanssi_related_include_ids":"","_relevanssi_related_exclude_ids":"","_relevanssi_related_no_append":"","_relevanssi_related_not_related":"","_relevanssi_related_posts":"","_relevanssi_noindex_reason":"","footnotes":""},"categories":[2254,3120],"tags":[],"class_list":["post-54158","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-growth","category-pro-member-exclusive"],"acf":[],"yoast_head":"\nis your business culture growing or dying? - 卡塔尔世界杯常规比赛时间<\/title>\n<meta name=\"description\" content=\"actionable intelligence for tax, accounting, and financial professionals\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"\/\/www.g005e.com\/2018\/04\/09\/business-culture-growing-dying\/\" \/>\n<meta property=\"og:locale\" content=\"en_us\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"is your business culture growing or dying? 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