Archive for July, 2012

Posted by Dennis on July 31st, 2012 | Permalink

Sensibility Should Defeat Policy

July 31st, 2012

I walked out the door of my hotel in New York City earlier this summer, heading to find a place for dinner. I pull out my smart phone, open the browser and search for “Man vs. Food NYC.” I love the television program, and I want to find some secret, loved by the locals ‘joint’ to have dinner.

Within an instant, all of the restaurants and diners that have been featured on the program appear, and I can see myself on the map, tracked by satellites, a green blinking light in the middle of all of it all.

My mobile phone is about so much more than making telephone calls, or sending emails and texts. My mobile phone allows me to explore, connect with, and discover the world around me.

Too often, the worst part of the mobile phone experience is the bill, and the contract, and fees that seem that can seem abusive. Everything about my mobile phone is easy, but everything about dealing with my company is hard.

Mobile telephone providers don’t look at their business that way. They think they are in the “contracts” business. They look at the bottom line, and how many people they have committed. It’s impossible to get out of contracts, it’s difficult to resolve disputes, and it feels like it’s a competition to get a satisfactory solution to a client service issue.

Except for today.

Today my mobile company, Rogers, was amazing. I had an issue, I called, they took care of it right away, refunded me a whole lot of money, they completely agreed with me, they didn’t make me jump through hoops and explain my story over and over again as I moved up the ladder.

They were awesome.

It was like they were saying “We completely get it, and this isn’t any fun and you really should just get out there and explore, connect with, and discover your world.

Today, sensibility defeated policy.

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Posted by Tom on July 30th, 2012 | Permalink

The Secret in the Blues

July 30th, 2012

I love to play the blues on my electric guitar. The tone, the feeling and the sound just resonate at a deep level. In short it is a passion.

The musical structure of the blues is pretty basic. You have defined chord patterns and set scales to use for improvising licks and riffs over top of the chord progression. So how is it then that great blues players are able to create magic out of this simple form of music? It all comes from passion. Great blues players are able to take the process of the music and by infusing it with a healthy does of passion they transcend the process and create an amazing experience that is full of feeling.

Is business any different? You take process to create the structure for what you do, add a healthy dose of passion and create an experience that you and your customer/clients will fall in love with. Your business is a stage for you to show the brilliance of your art/craft.

Turn it to 11 and Accelerate!

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Posted by Dennis on July 27th, 2012 | Permalink

Painted Faces and Long Hair

July 27th, 2012

Do you want your clients to buy you or buy into you? I want people to buy into what I am saying, I want them to look to me for leadership, and I want my clan members to think of me as a unifying force in their lives. I want them to think “This guy gets it, and I agree with him!”

I see my work as a movement, and I believe that if you join my clan you will change your life forever. Whatever it is that I am doing now isn’t the end, it’s forever the start. The perpetual thin end of the wedge.

People want to belong, they want to be lead and they want to believe. It’s part of who we are as a species. We organize around ideas and we look for leaders and we look for innovation.

We look for new.

Crumpling Clans fall victim to the status quo, to what works now, they hide behind policies and fail to engage and innovate.

Financial advisors think their business is about gathering assets instead of empowering humans. Mobile telephone companies think their business is about locking up clients in contracts rather than facilitating exploration, communication and discovery.

People who do what I do, often mistakenly think that their business is about selling ideas, versus unleashing the potential of the human spirit.

You will succeed when you try to build something that is bigger than you, and when you make the achievement of others more important to your business then your personal gain.

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Posted by Tom on July 26th, 2012 | Permalink

Listening

July 26th, 2012

Force yourself to listen and paraphrase. Really GET what your client/customer is trying to SAY. If you cannot say it back in a way that has them replying “You got it! That is what I was trying to say,” then you have not listened.

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Posted by Dennis on July 25th, 2012 | Permalink

Enthusiasm

July 25th, 2012

There are those who get it, and those who don’t as far as understanding what it is you are trying to do with your business, or your art, or your life.

Consider your fans your Clan, and you obviously want to keep the Clan connected, interested and inspired. New Clan members are welcome, but only if they want to join, not if they need to be chased.

You are reading this blog – you are in my Clan. Your thoughts are important to me. Your needs are important to me. I care about you a great deal.

Spare no time for chasing or convincing people in other Clans to break ranks and join you. You have to keep your attention and your energy on your craft, on your goal, on your people.

Thanks to the internet the world is a really small place. If something is amazing, word is going to spread. Some people think that because of the internet it’s harder to stand out but I disagree. I think it’s even easier to figure out the Kings and Queens from the pretenders to the crown.

When I like something I usually love it. Experiencing it isn’t enough, I want to somehow touch it, take it in, and let it move right through me. I want to gather people around it, I want to make connections, I want to create magic, a spark, a story. As important, I want the story to continue.

I used to think that I referred so many businesses because I was a business person and understood the value of a referral, the benefit of free advertising. I was wrong. When I promote a person, or a cause, or a business it’s for one reason only – because I want to help. Because I see the business, or the service, or the widget as something that improved my life and I want for others to be enriched by the same experience. I have never sent a referral to get one back.

I don’t think you can have success without enthusiasm. When you are enthusiastic you put your back into your efforts – you are excited about possibility, about what comes next, about making deadlines and making improvements.

When you are enthused, you are writing a story in real time.

Enthusiasm is infectious. Get enough people enthused, you get a movement.

Lack of enthusiasm is a cancer. Leave the cancer unattended and its over before you know it, although it won’t stop you from making a last heroic, but ultimately futile effort to cheat it.

I think it’s a lack of enthusiasm that ends most relationships.

Marriages, business relationships, friendships expire when the parties involved no longer get excited about the same things, or fail to appreciate what the other partner is excited about.

You might not always go to the movies on Saturday mornings like you used to, but you have to fill it with something else, and more importantly you have to understand why you went to the movies in the first place. In all likelihood it wasn’t to see a film, it was to share an experience.

A lack of enthusiasm is failure. If you are not excited about what you are doing, about what comes next then you shouldn’t be surprised when nobody else is.

The most enjoyable and effective method for getting people excited about what you are excited about is by getting excited about what they are excited about. Nobody is going to get excited about your idea, and helping you achieve your goals if they don’t know that you are excited about helping them achieve theirs.

So what do you want? How can I help you?

If I can’t help you myself, I can help you find the person who can.

Seriously. Reach out. I’m willing to help you.

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Posted by Tom on July 24th, 2012 | Permalink

Checking In

July 24th, 2012

How is it going? Have you had any serious battles with Resistance lately? Do not be ashamed, it happens to us all. The secret to victory is to not allow Resistance to win. Resistance might beat you down but never go out for the count.

Stand up and draw on that inner strength, reconnect with your dream or reignite your passion. Put Resistance back in its place.

Fight the good fight and be an example to others!

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Posted by Dennis on July 23rd, 2012 | Permalink

The Accelerator

July 23rd, 2012

Your intentions can transform the ordinary into an inspirational and transformational experience.

I moved into an office a couple of months ago, and I insisted that everyone refer to the office as ‘The Accelerator’.

You might think that ‘accelerate’ and ‘speeding up’ mean the same thing but they don’t. ‘Accelerate’ is speed with a purpose. For something to accelerate it needs a vector. Velocity implies constant acceleration and a bearing – a constant direction.

I didn’t want to get busier, I wanted to get better, more efficient, more focused, and I wanted this initiative to sweep through every aspect of my life.

So in the weeks leading up to the move, every time I said “The Accelerator” I knew that everyone thought it was sort of funny, a typical ‘Dennis idea’ but the concept has completely taken hold, far better and quicker than I had hoped. Give people a good idea, they’ll surprise you.

An office, in my experience, is where things don’t get done. There is too much distraction, noise, and interruption. Offices are often expensive and uninspiring places.

When we rented The Accelerator I wanted to make sure that it wasn’t just a place to go to work.  I wanted to ensure that every aspect of my life, and Nick’s life, improved because we had The Accelerator as a resource.

If we could do this – Accelerate – then the outlay of money wasn’t going to be an expense, it was going to be an investment that paid a dividend. Had we moved and achieved the same results that we did before, the investment would have been a loss.

I have to give full credit to Nick who found The Accelerator, he had a brilliant idea and we jumped all over it. One of my secrets to my success is that when I hear a good idea, I love it, whether it was my idea or not.

Nick suggested that we rent a 1 bedroom apartment within walking distance of my home. The Accelerator is the 3rd floor of an old brownstone. When you look out through the windows you get the feeling that you are in a tree house because we are surrounded by maple trees that are a few stories high. It’s a lovely, peaceful place to be.

I am set up in the living room, and Nick is working out of the bedroom. We each have our own office. We also have a full kitchen which is stocked with everything you would require, obviously a full bathroom and as a bonus a sun deck that is probably 16 x 16 which is fantastic. I’ll point out that if I had rented a traditional office with the same features (two offices, full bath, full kitchen and sun deck) it would cost me at least $2,500 a month. Because Nick thought outside of the box I only pay $925 for The Accelerator.

Dennis Moseley-Williams Strategic Consulting has a single purpose. Our purpose is to inspire entrepreneurs to innovate and implement meaningful changes in their lives, and the lives of others.

We believe that meaningful change must be lasting change and we believe that in order to meet our mandate we have to take our own medicine. We need to inspire ourselves. We need to innovate whenever we can to ensure that we can continue to be inspired and continue to implement changes in our business when we can that will improve our lives and the lives of our clients.

Absolutely any innovation that can be made, that will directly improve the delivery of our experience, and help us achieve our goal, must be considered. This truth is non-negotiable.

We invested in some new top of the line phones and wireless headsets which are such a simple innovation I almost feel silly to say that it has changed my life.  When I am on a conference call I usually stand outside on the sun deck with my shirt off catching some rays – it’s good for the soul and it’s been very good for business. Previously I’d be sitting at my desk, and while it worked just fine, nothing is as good as sipping a coffee in the sunshine, looking over the canopy of leaves and knowing – feeling really, that I have the world by the tail.

I ride my bike to work, and I can make it in about 10 minutes or less, but I make the ride longer because then I get some physical fitness out of the deal – thus Accelerating my health, and improving my physical well-being. Previously, I was stressed about finding time to exercise, I was aware that I was losing my strength. That physically the Dennis of a few years ago could throttle the present day version of me. Stress kills, and I was stressed and in my books that means that death is imminent.

Nick and I don’t walk up to the trendy street and eat lunch in the trendy restaurants because that costs money and time, and money and time are two scarce resources. We prefer to use our money and time for other things – like having fun. Instead, we make lunch in the kitchen, its healthier (Accelerating our health) and its cheaper (Accelerating the achieving of our fortunes and independence.)

The company bought weights and a bench for The Accelerator too. We work out pretty much every day, and it has become a bit of a running joke in our office. If I Iook over, and see Nick cranking out weights, I will walk right in there and do the same, and we both get a little laugh out of it, usually because I’ll say something like “beefing up to try and take me out punk?”

So The Accelerator has also brought Nick and I a little bonus – some added camaraderie, and I for one am proud to see how happy he is to be exercising, eating well, and getting further ahead financially. It makes me feel like a better leader.

It is clear to me that the concept of Acceleration has caught on. We are getting good. Really, really good.

Nick loads my Accelerator days up with calls and appointments. I put in massive days, and I don’t think I have ever been as productive in my professional career. Meaning, I get more done in the same amount of time, or less and it happened almost immediately.

We are working on some additional innovations. We need some deck chairs. We need some plants. I want The Accelerator to be a place we are proud of. I want The Accelerator to be a place that when we walk in we feel good. I want to see beauty all around me, seeing beauty reminds me of small miracles, that anything is possible.

I know I wouldn’t get the same benefit out of an office, in a commercial building or “office park” (typing “office park” just made me laugh out loud.) I can’t imagine I’d want to get to the office and dig in like I do now. I don’t think I’d like to be stuck inside, breathing recycled air and having a key to a public washroom. Somehow I know that wouldn’t work for me.

One final detail. I never changed my work address, so The Accelerator has the added bonus of being a secret location, hidden on a leafy street, somewhere between here and there.

The Accelerator is The Accelerator because I wanted something better than an office. My intention was to improve my life and Nick’s life by creating an environment that promoted health, focus, possibility and purpose.

This is so simple, but the rewards and results to date have been staggering.

You can do the same thing.

Get inspired. Innovate. Implement. Make meaningful changes in your life and lead by example.

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Posted by Tom on July 20th, 2012 | Permalink

Check Your Needs at the Door, PLEASE #2

July 20th, 2012

Meeting the needs of your client/customer is not meant to be a by-product of you meeting your own needs first. It is supposed to be the other way around! When you want to have your needs met first it is impossible to build trust. Another prime offender is hedging your answers.

Hedging your answers is not something that a client/customer can place a lot of value in. It is hard to trust an opinion that is always on the fence. Your clients/customers will place value, and trust, your ability to have an opinion. Having an opinion means that you get off the fence and can communicate in an articulate fashion what you believe and why. It does not matter if you are a lawyer who is communicating legal strategies to a client or if you are sales person talking to a customer about sea kayaks. If you have taken the time to understand their needs your client/customer trusts you to give them the right advice for the right solution. After all you are the expert aren’t you? Well then behave like one. Experts don’t hedge their bets. The people who hedge their bets are uncertain, amateurs or fear being wrong. Which camp do you want to be in?

All hedging your answer does, is meet your need not to be wrong. In the Experience Economy a client/customer is more likely to return for more services/products and refer people if they have the confidence that you can be trusted to tell them what they need to know so their needs can be met.

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Posted by Dennis on July 19th, 2012 | Permalink

Indispensable

July 19th, 2012

It would be a lot easier on anyone who runs a business if they didn’t have to spend resources – time, energy, money – chasing new business, and trying to stand out from the herd.

Not only is it expensive to convince someone to take look at your offerings, it’s also a distraction. While you are out trying to convince strangers to trust you, your clients are being ignored; they have problems that they need someone to solve.

Sometimes it seems like companies are stuck trying to make new friends and followers versus trying to ensure they keep the ones they have.

While you are out prospecting for new business, someone else is prospecting to your loyal clients. Usually the competitors promise isn’t that it’s more affordable or quicker. In many cases it’s an emotional appeal – they are saying “we will be more appreciative and thankful for your attention. We will look after you, and treasure you.”

After all, products are pretty much interchangeable, it’s the intangibles that make you stand out, and it is the experience you create that cannot easily be duplicated – if at all.

You can never allow doubt to creep into the mind of your client. As soon as your client thinks there might be a better option, or at least another option that is about the same as what you are offering, the damage is done. You have to take every step you can to ensure than your clients never want to look anywhere else.

When anything rots, when people or relationships or business deals lose their integrity, they crumble from the inside out, not the outside in.

Pillars of stone, big trees, the foundation of a home, the integrity of a human being, the relationship you have with your clients, when the cracks are visible its usually too late. They have been eroding for years, the crack isn’t the beginning, it’s the end.

So what can you do?

How about considering how much you appreciate your clients. Just start there. Think about how much they mean to your business, and your life and how difficult life would be without them.

Try to feel some humility. Ask yourself why you deserve them.

Then ask yourself how many times you thank them, and what kinds of steps you have taken to improve the experience you deliver.

What do your clients value? What would delight them? What are you willing to do to keep them with you?

Don’t be defined by what other people in your niche do, throw normal and expected out the door. “Normal”, and “expected” are for your competitors, “absolutely unbelievable” is what you are striving for.

Stop thinking about new clients, new relationships, and stop spending your resources – time, energy, money – on strangers and instead shift your focus back inside your business.

Your prospecting dollars go a lot further when you invest them with the people who are already following you. You will be much more rewarded by saying “thank you” than you will by saying “Hey, look over here.”

You will get a lot more business by asking people who have already purchased “How can I help you?”

When you become indispensable to your clients they will do all the business development for you. Everyone loves a good story, so give your clients a story to tell.

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Posted by Tom on July 18th, 2012 | Permalink

Check Your Needs at the Door, PLEASE #1

July 18th, 2012

Meeting the needs of your client/customer is not meant to be a by-product of you meeting your own needs first. It is supposed to be the other way around! When you want to have your needs met first it is impossible to build trust. A prime offender is the impulse to quickly jump to the solution phase.

When you jump to the solution you are usually looking for some sort of validation from your client/customer that you are clever and oh so insightful. Your value is not in the speed of the answer. The reality of the result is that you have broken one of the golden rules of trust building: Seek to Understand Before You Are Understood. It is impossible to have fully understood the nuances of the situation if you have jumped to the conclusion. Was that validation worth it? Is your ego now happy? Instead hold your impulse to self satisfy and spend some more time engaging in dialogue and understanding what is really important about this situation for your client/customer. You will ultimately profit much more by giving the client/customer the space to trust you because you can demonstrate that you understand what is important to them.

Who knows they might even come back for more services/products and maybe, just maybe send a referral or two your way? Crazier things have happened.

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