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LeapTV Episode #57: Walk Your Talk

BRANDING: Reliability – How it impacts your business and credibility. PERFORMANCE TIP OF THE WEEK: Don’t step in your own sandcastle. www.MyLeapTools.com

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Are You Delivering with Integrity?

Recently, I received a great newsletter article from The Envy Generator and I thought it was totally worth sharing with all of you.

Money flows like a river.
The flow is constant and it quickly moves from one place to another. The question then is…”How to make a gate in this river so it re-directs the flow of money to you?”

The aim of your company is to effectively communicate AND deliver with INTEGRITY. This means constantly delivering a consistency of actions, values, methods, measures, principles, expectations, and outcomes.

The first part of integrity is doing what you say you are going to do. It is easy to ‘over-promise’ when enthusiastically telling someone what you can do for them, but you need to ensure that you have the architecture in place to then ‘over-deliver’ on that promise. The beauty of architecture is that you CAN over-engineer and design your business in a way that it cannot fail to deliver on your promise! What does your architecture look like?

Delivering with integrity also goes beyond ‘doing what you say.’ The truest form of delivering with integrity is all about who you are being when you do things. As you go through your day and deliver your service or sell your product, ask yourself:  “Am I being of service to this person?”  “Do I have their intentions at heart?”

Operating with integrity is all about being authentic and true to yourself and true to others. Being uncompromising to your mission will ensure you are delivering with integrity.

These 3 things: Differentiation, Communicating Effectively and Delivering with Integrity are the foundation for your gate that you are building in the flow of money. They will serve you well, if you work them!

Leap of the Week: Your challenge this week is to consider what it means for YOU to deliver with integrity. Come up with creative ways to elevate your architecture and how you can be of service to those around you! Let us know what you are up to by posting your comment below!

Thinking About Supermodels.

Food for thought by Seth Godin

Models are fairly generic placeholders, attractive men and women who anonymously walk down the runway at a fashion show or stand up for a photo shoot. It’s surprisingly unglamorous and isn’t particularly steady or financially rewarding.

Supermodels, on the other hand, are a relatively recent innovation, and they are in a totally different (financial) category. The interesting thing is that everyone benefits: the model makes a lot more money, the advertiser gains more credibility from using the known face and the audience gets the frisson of recognition that comes from celebrity. Supermodels aren’t necessarily prettier, they’re merely more famous, a niche that serves all the parties.

There’s a leap between model and supermodel. There isn’t really a stable niche for reallygoodmodel and extremelygoodmodel. You are either seen as worth the super premium or you’re not. This quantum leap from one state to the other makes it an unpredictable career, one fraught with risk, because you never know when you’re going to pop.

You’ve probably guessed that supermodel status exists in many fields. Stocks, brand names, consultants, doctors, even dog trainers.

The leap must be an intentional one. You don’t walk there. You leap.

Why Should You Care About Branding Your Business?

Because you want your customers to say:
“I absolutely want to work with you, regardless of price!”

In this economy, you need to be EXTRAORDINARY and always find ways to remain EXTRAORDINARY or you will be eliminated. Period.

Most people think that branding is a logo or a look and feel. I call that an external makeover; branding is far more than that. Let me be crystal clear – a logo means absolutely NOTHING (yes…you read me right), a logo means NOTHING unless of course, the company behind it means something to you.

Now, I am not diminishing the importance of a well designed brand identity (clever logo and tagline, great promotional tools, kick-butt website)…but what I am saying is a look and feel does not get customers to say: “I absolutely want to work with you, regardless of price!”

What does? An innovative product and/or service with a consistent, extraordinary experience delivery system.

Branding is when you take a good, honest look under the hood of your business and get crystal clear about:

1. Who you are and what makes you different.
2. What problems you solve. How is your service or product making life better?
3. What is your measurable and differentiating promise?
4. Who you are best suited to help and most importantly, why should they care?

Uncovering the answers to these key questions…now, that’s branding.
Understanding what your ideal clients want and need…that’s branding.
Answering their needs with your unique selling proposition…that’s branding.
Do that well and you’ve just put yourself way ahead of your competitors.

So you see, branding is much more than a logo. Branding is a never ending journey to ensure that you stay extraordinary to avoid elimination – and that is why you should care about branding your business.

Ritz-Carlton | Changing Lives by Living Your Mission!

This is by far the best mission statement I have found in a long time. It’s a great example of why Ritz-Carlton is one of the best hotel chains in the world. As you will see, it is much, much more than just a great mission statement. It’s their DNA.

First, before you read further, take a few minutes to first watch how Ritz-Carlton saved the day by living their mission and going the extra mile! It’s an AMAZING story that you won’t soon forget!

1. Here is the segment on Andrew Lock’s Show. You’ll be amazed and inspired to raise the bar for your own brand.

2. Come back to read the rest of the post. Their mission statement and internal culture mantras will inspire you to raise the bar for yourself.

(Click the image below and watch the Ritz-Carlton Segment from 1:22 to 4:50)


THE CREDO

  • The Ritz-Carlton Hotel is a place where the genuine care and comfort of our guests is our highest mission.
  • We pledge to provide the finest personal service and facilities for our guests who will always enjoy a warm, relaxed, yet refined ambiance.
  • The Ritz-Carlton experience enlivens the senses, instills well-being, and fulfills even the unexpressed wishes and needs of our guests.


MOTTO

At The Ritz-Carlton Hotel Company, L.L.C., “We are ladies and gentlemen serving ladies and gentlemen.” This motto exemplifies the anticipatory service provided by all staff members.


THREE STEPS OF SERVICE

1. A warm and sincere greeting. Use the guest name, if and when possible.

2. Anticipation and compliance with guest needs.

3. Fond farewell. Give them a warm good-bye and use their names, if and when possible.


20 BASICS

1. The Credo is the principal belief of our Company. It must be known, owned and energized by all.

2. Our Motto is “We are Ladies and Gentlemen serving Ladies and Gentlemen.” As service professionals, we treat our guests and each other with respect and dignity.

3. The Three Steps of Service are the foundation of Ritz-Carlton hospitality. These steps must be used in every interaction to ensure satisfaction, retention and loyalty.

4. The Employee Promise is the basis for our Ritz-Carlton work environment. It will be honored by all employees.

5. All employees will successfully complete annual Training Certification for their position.

6. Company objectives are communicated to all employees. It is everyone’s responsibility to support them.

7. To create pride and joy in the workplace, all employees have the right to be involved in the planning of the work that affects them.

8. Each employee will continuously identify defects (MR BIV) throughout the Hotel.

9. It is the responsibility of each employee to create a work environment of teamwork and lateral service so that the needs of our guests and each other are met.

10. Each employee is empowered. For example, when a guest has a problem or needs something special you should break away from your regular duties, address and resolve the issue.

11. Uncompromising levels of cleanliness are the responsibility of every employee.

12. To provide the finest personal service for our guests, each employee is responsible for identifying and recording individual guest preferences.

13. Never lose a guest. Instant guest pacification is the responsibility of each employee. Whoever receives a complaint will own it, resolve it to the guest’s satisfaction and record it.

14. “Smile – we are on stage.” Always maintain positive eye contact. Use the proper vocabulary with our guests. (Use words like – “Good Morning,” “Certainly,” “I’ll be happy to,” and “My pleasure.”)

15. Be an ambassador of your Hotel in and outside of the work place. Always talk positively. Communicate any concerns to the appropriate person.

16. Escort guests rather than pointing out directions to another area of the Hotel.

17. Use Ritz-Carlton telephone etiquette. Answer within three rings and with a “smile.” Use the guest’s name when possible. When necessary, ask the caller “May I place you on hold?” Do not screen calls. Eliminate call transfers whenever possible. Adhere to voice mail standards.

18. Take pride in and care of your personal appearance. Everyone is responsible for conveying a professional image by adhering to Ritz-Carlton clothing and grooming standards.

19. Think safety first. Each employee is responsible for creating a safe, secure and accident free environment for all guests and each other. Be aware of all fire and safety emergency procedures and report security risks immediately.

20. Protecting the assets of a Ritz-Carlton Hotel is the responsibility of every employee. Conserve energy, properly maintain our hotels and protect the environment.


THE EMPLOYEE PROMISE

At The Ritz-Carlton, our Ladies & Gentlemen are the most important resource in our service commitment to our guests. By applying the principles of trust, honesty, respect, integrity and commitment, we nurture and maximize talent to the benefit of each individual and the company.

The Ritz-Carlton fosters a work environment where diversity is valued, quality of life is enhanced, individual aspirations are fulfilled, and The Ritz-Carlton mystique is strengthened.

Source: Ritz-Carlton.com

Leap of The Week

Is your mission crystal clear? How do you want to leave people feeling? Once you know that…it’s a matter of aligning everything you do with that mission and the question then becomes: How am I being or not being my mission. It’s that simple!