“Value is measured in the total upside of a business relationship...

relationships What is the value of your business relationships and how do you know?
...not by how much was squeezed out of any one deal.”These last few months have been like no other in recent years. As I continue to work with leaders across the corporate, small and medium business and non-profit landscape, one reality has surfaced in glaring fashion, what is the real value the business provides to its stakeholders? This blog’s title quote from Mark Cuban, the well-known entrepreneur and businessperson, speaks volumes as business leaders have several months of “ground-truth” feedback based on the real value of their business relationships.There are three key relationships that rise to the surface as the most meaningful to achieving sustainable success for any business. They are the relationships with people, the relationships with the supply chain and the relationships with the broader community. While these relationships may overlap, for the purpose of this discussion, we will address each individually.Relationships with People ~ People have been impacted...
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“Profit is a By-Product…

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…of Serving Clients Exceptionally Well”Every once in a while, we get into a conversation with leaders about profit and how to improve profit margins and profitability. Before we get too far into the discussion, I make sure we are in agreement on what profit is in the context of leadership. Without that level-set, the conversation can dramatically bypass the key decisions needed to truly enjoy the profitability the leader is looking to achieve.Because we’ve had several of these conversations recently, it made sense to share what I believe is the essence of sustainable profitability. The title quote comes from Katherine Mauzy, the Head of Financial Advisor Talent Acquisition at Edward Jones. For context, earlier this year Edward Jones was named one of FORTUNE Magazine’s “100 Best Companies to Work For”, the 20th year they’ve made this list! Let’s go ahead and break down her quote from a leadership perspective.Profit is a...
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We Will Do That For You...

...followed by a Firm Handshake! One of my favorite artifacts in my office is a sculpture of a handshake, a Christmas gift from my three sons. They know the handshake holds high value to me as a symbol of the right kind of leader to be. It is not an accident it is part of the RPC Leadership Associates Inc. brand. While difficult to trace the exact origin of the handshake, we can easily trace its origins back as far as medieval times when knights and royalty would shake as a gesture to let the other know there were no weapons present. In other words, it was a sign of trust. It is trust, which we as a culture continue to struggle with today. We seldom go a day without seeing a headline or a story related to trust, typically a displayed lack of it. Headlines in business, politics or sports...
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"The best preparation for tomorrow...

...is to do today’s work superbly well"These words of wisdom from Sir William Osler are timely on two levels. First, many of you are personally and/or professionally preparing for an uncertain tomorrow – planning your goals for 2013 and beyond.  Secondly, doing today’s work superbly well speaks to, among other things, making every interaction with your customers a Moment of Truth. During this current economy, moments of truth are significant to every business owner, corporate and non-profit leader that recognizes the importance of loyal customers and donors.So what is a loyal customer? Over the years in many customer-facing positions in business services and non-profit organizations, I see the following traits as indicative of loyal customers compared to the satisfied customers we traditionally strive for:• A loyal customer will proactively tell others about your service to others. A satisfied customer will tell others if you ask – maybe. • A loyal customer...
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"The best preparation for tomorrow...

...is to do today’s work superbly well" These words of wisdom from Sir William Osler are timely on two levels. First, many of you are personally and/or professionally preparing for an uncertain tomorrow – planning your goals for 2013 and beyond.  Secondly, doing today’s work superbly well speaks to, among other things, making every interaction with your customers a Moment of Truth. During this current economy, moments of truth are significant to every business owner, corporate and non-profit leader that recognizes the importance of loyal customers and donors. So what is a loyal customer? Over the years in many customer-facing positions in business services and non-profit organizations, I see the following traits as indicative of loyal customers compared to the satisfied customers we traditionally strive for: • A loyal customer will proactively tell others about your service to others. A satisfied customer will tell others if you ask – maybe.• A...
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