Enterprise Mentor Workshop Slides

1. Richard Parkes Cordock
Enterprise Leaders Worldwide

2. I Stand Here!
Customers
X
Marketing Employees
Marketing Employees
X = Maximum Profit

3. Management Staff Turnover Absenteeism
Retention Conflict
Attrition
Attracting Best People
Culture
Communication
Motivation Laziness
Productivity Recruitment
Change Engagement
Attitude Low Morale
Leadership
De-Motivation

4. Before After
Objective For Our Time Together

5. Same Standards
Same Passion
Same Pride
Same Care and Attention
Same Ownership
Same Responsibility
Same Customer Focus
Same Urgency
Same Commitment
Same Creativity
Same Attitude

6. Session 1
- About Richard - Profit Growth Formula
- People & Profit
Session 2
- What Do you Want? - Employee Engagement
- Your Challenges?
Session 3
- Mentoring - Case Study
- Enterprise Mentoring - Sample Module

7. Richard
Parkes Cordock
Richard Parkes Cordock

8. People & Profit

9. PG = B + BA + TTF

10. Buy Buy Again Tell Their
Friends
PG = B + BA + TTF

11. Buy Buy Again Tell Their
Friends
PG = B + BA + TTF

12. BUY PG = B + BA + TTF

13. Why Do Your NEW Customers
Choose To Buy From YOU?

14. Why Do Customers & Prospects Choose
To Buy From Your Competitors?
Your Compa
n y
Co
mp
etit
ors

15. All Employees Are Marketers

16. Buy Again PG = B + BA + TTF

17. Why Do Your Customers Buy
Again From You?

18. The Cardinal Sin!
Losing Customers...
Why Customers Leave You:
1% - Die
3% - Move Away
5% - Develop Other Friendships
9% - For Competitive Reasons
14% - Product Dissatisfaction
68% - Attitude of Indifference From
Supplier
Source: John Maxwell - The Winning Attitude

19. Why Do Your Customers Leave
YOU?

20. Tell
Their
Friends
PG = B + BA + TTF

21. Why Do Your Customers
Recommend YOU?

22. Beware Negative Word
of Mouth/Mouse

23. Beware of Silent Customers

24. Excellence
Man on the Moon Thinking

25. B: £100 B: £400 B: £10
BA: £1,000 BA: £0 BA: £Massive
TTF: £500 TTF: £1,200 TTF: £Massive

26. Session 2
Richard Parkes Cordock

27. What Do You Want From Your
BUSINESS & PEOPLE?

28. What Are The Major BUSINESS &
PEOPLE Challenges You Face?

29. People - The Key To Profit Growth
Price < 60 days
Advertising < 1 year
Innovation < 2 years
Manufacturing < 3 years
Distribution < 4 years
People < 7 years
Sources of Sustainability - Harvard Business School

30. Engaged Employees Un-Engaged Employees
Engaged Customers Un-Engaged Customers
Higher Profits Lower Profits

31. What Percentage of YOUR
Employees Are Engaged?
Engaged
Employees
Revenue & Profit
Happy Customers Who Repeat Buy & Recommend

32. Engaged Unengaged Disengaged
29% 54% 17%

34. Employee Engagement Statistics

35. What Do Engaged Employees Look
Like?

36. What is The Impact of Poor Engagement
on YOUR Customers’ Experience?

37. What is The Financial Cost of Poor
Engagement on YOUR P&L and B/S?

38. Increase Revenue (with Engaged Employees)
More revenue through repeat customers (you increase the life-time value
of your customers)
More revenue through referral customers (you have happier customers
who become raving fans)
Reduce customer attrition
Customers spread more positive word-of-mouth recommendations about
you in the market place
Fewer customer complaints and fewer negative word-of-mouth stories
spread about you
Increase average order value
Higher conversion ratio of prospects who turn into paying customers
ALL employees become responsible for selling, (not just your direct
sales team)
The products and services you offer your prospects and customers become
more relevant to them
Quicker time-to-market (of your new products and services)

39. Reduce Cost of Sales
Higher margins through lower cost of sale
Shorten sales-cycle (the time it takes to convert prospects to paying
customers)
Lower cost of acquiring a customer (you get more qualified and better
quality leads)
Lower cost of customer acquisition (through more word-of-mouth
referrals and repeat customers)
More competitive products (from greater innovation and relevance to
customers — Think Apple iPod!)
Reduce the need to discount your products and services

40. Greater ROI on Payroll
Greater performance and productivity of your existing staff
Remove/replace underperforming staff or those who are not fully
onboard (this in itself yields greater productivity returns)
Reduction in absenteeism and sick days
Lower staff turnover (immediately reduce your recruitment costs and
opportunity cost of bad hires)
Retention rates of your best staff and key talent increases
You gain a wealth of business growth ideas from your staff
You become a very desirable company to work for and attracting new
staff becomes easier and cheaper
You achieve greater levels of moral and employee motivation (which
leads to higher results)
Eliminate employee complacency and taking customers for granted
Increase in your revenue and profit per-head

41. Reduce Overheads
Your employees become more conscious of wasting cash. They are
keen to remove inefficiencies and make a greater effort to reduce expenses
Your employees seek out the best price/deals when spending company
cash

42. Increase in cash (through greater sales
Increase Cash and fewer wasted expenses)
Stronger connection between your
employees and their understanding of the
importance of cash
Increase in receivables (through greater
Increase sales revenue)
Receivables Lower Days Sales Outstanding ratio
Reduction in bad debts (from happier and
better quality customers)
Less working capital tied up in inventory
Lower Cost of as a result of your faster stock turnover
Inventory Less inventory write-offs (as you buy in
or manufacture fewer products which
ultimately become obsolete or irrelevant to
your customers).

43. A greater return on your hard assets, as
More ROI on you generate more sales per fixed assets
Fixed Assets
The intangible value of your company
Increase and brand increases, as the market
Goodwill responds to your company’s success
Reduction in your line-of-credit
Reduce requirements, as higher sales generate
Creditors greater cash-flow
Lower cost of borrowing money (as you
are a lower perceived risk to banks)
Value of your company increases
Increase (including your share price, PE ratio and
Company Value EPS)
Greater dividends available for your
shareholders

44. How Do You Create Engagement?

45. Who Creates Engagement?

46. What Are You Doing In Your
Company To Create Engagement?

47. What is The Impact of Engagement on
YOUR Revenue & Profit Per Head?

48. Session 3
Richard Parkes Cordock

49. Traditional Mentoring
Delivers results Traditional
Mentoring CEO
High achievers / X-Factor
Board
Expensive
Only happens at CEO/Board
Doesn’t reach 90%+ of
employees in the front-line who
deal with customers
Unstructured/Informal. “What
shall we speak about today?”

50. Finance
HR Sales
Customer
Admin Marketing
Customer
Operations
Service
Enterprise Mentoring Embraces
ALL Employees (Just Like ERP!)

51. MP3 Player Mobile Phone Internet LMS CD Rom
Walking to Work On a Train At Home In the Office At Home
Mon 8.30am Tue 3.30pm Wed 8.00pm Tue 11.00am Mon 9.00pm
2 Forms of Group Mentoring Session
(Face-To-Face)
Mentoring Fri 11.00am
Digital + Face-to-Face

52. Enterprise Mentoring
For the majority of employees Traditional
Mentoring CEO
Digital + face-to-face mentoring
Board
Use line-managers as mentors
Structured / Outcome focused
Leverages technology
Low cost
Scalable
Enterprise Mentoring

53. Commercial Acumen Self-Belief
Habits
Actions Knowledge
Decisions
Language
Abilities
Leadership Ability
Attitude
Behaviours
Understanding Beliefs Skill Set
Thinking
Mindset Customer Focus
Confidence Business Understanding

54. Learning & Mastery
Takes Time

55. Why Enterprise
Mentoring Works!
• Controlled Pace - (21 Sessions)
• Two levels of mentoring (digital + F2F)
• Line-managers become mentors
• Collaborative (mentor groups)
• Involves employees in the business
Mentor • Builds trust and understanding between
employees and managers
Group
• Starts conversations and dialogue
• Values employees’ ideas
• Focuses team on what really matters (the
customer!)
• Makes learning fun and relevant

56. Advantages Over
Other Development
Methods
In-house classroom / workshops
External workshops
E-learning
Self-study (print based materials)
Games
Book clubs
Team building (Internal/External)
Blogs

57. % Knowledge We Retain When We Learn
After 2 weeks,
we tend to remember
P
10% of what we READ Reading Verbal A
S
20% of what we HEAR Hearing Words
S
30% of what we SEE Looking at Pictures I
V
Watching a Movie
E
50% of what we Looking at an Exhibit
HEAR and SEE Watching a Demonstration Visual
Seeing it done in Location
70% of what Participating in a Discussion A
Participating
we SAY Giving a Talk C
T
90% of what Doing a Dramatic Presentation
I
we SAY and Simulating the real experience Doing V
Do Doing the real thing! E

58. Multiple Mentoring Sessions (Little and Often)
Effective
Learning
Area of missed opportunity
Traditional Learning
vs
Enterprise Mentoring
Traditional Learning (i.e. Workshops)
Enterprise Mentoring (Sustained Learning)
Time

59. 1. MP3/Flash Mentoring Sessions 2. Workbook
3. Face-to-Face Mentoring Sessions
6. Mentee
4. Summary
5. Presentation Becomes
Sessions Mentor
7. Follow-Through
7 Steps of Enterprise Mentoring

60. Enterprise Mentoring Tools
+
Mentees study 20 MP3 or Flash mentoring Practical workbook exercises apply the
sessions at a time and place to suit them sessions back to the mentees company
+
Line-managers become
mentors to employees (mentees)
Group mentoring sessions with line-managers and
other mentees build on the digital mentoring sessions

61. M-Mentoring (Mobile MP3) E-Mentoring (Electronic Multi-Media)
Advantages Advantages
•Mentees can be mentored wherever they are — • Includes a graphical element which adds another
and at a time which suits them dimension/mode to learning
•Does not require mentees to be in front of a • Delivered through a computer, which most
computer mentees will have access to
•Listen-only format means mentees can do other • Mentoring programme can be loaded just once on
things at the same time a central server or LMS
•MP3 players can be pre-loaded with extra 'audio • Does not require investment in MP3 players
based' learning materials • Simpler implementation
•Because of flexibility of use (time/location), the MP3 • Can reach thousands of employees rapidly.
approach encourages mentees to re-listen to the
programme many times. Disadvantages
• Lacks the 'anytime/anyplace' flexibility of MP3
Disadvantages learning
• Requires a MP3 player, mobile phone or other • Requires mentees to be in front of a PC to learn
device • As e-mentoring is visual, mentees cannot do other
• Audio only — some mentees prefer visual learning. things at the same time.

62. 1 Make Customer Believe THEY BELIEVE
2 Make Teams Believe WE BELIEVE
3 Make Employees Believe I BELIEVE
I - I Believe in myself
B - Be Passionate and want it
E - Extend your comfort zone
L - Lies and luck don’t work
I - Install goals
E - Enjoy hard work
V - Very very persistent
E - Expect Failure

63. Session 1 - 5:
The Customer
1: Growth Through Innovation, Creativity and
Change
2: Gaining New Customers Through ‘Word of
Mouth Marketing’
3: How To Maximise The Life-Time Value of
Your Customers
4: Why Everybody In Your Company Must Be
A Salesperson
5: The Six Fundamentals of Business That

64. Session 6 - 10:
The Team
6: People! The Key To Unlocking Your Profit
Potential
7: 7 Essential Steps To Make Your Team
Believe
8: How To Maximise Your Results Through
Communication
9: 7 Proven Strategies To Get The Most From
Your Team
10: Motivation! How To Get Your People To
Go The Extra Mile

65. Sessions 11 - 20:
The Leader (Personal Leadership)
11: Introduction To Personal Leadership 16: How To Achieve Extraordinary
Results With The Power of Goals
12: How To Develop Unshakable
Confidence & Self Belief 17: The 5 Advance Payments You Must
Make To Reach Your Goals
13: The Unstoppable Twin Force of
Passion & Desire 18: How To Achieve Any Goal You Set
For Yourself
14: How To Eliminate Your Fears,
Doubts and Limiting Beliefs 19: Why Experiencing Failure Is
Essential For You To Succeed!
15: How To Create Endless Opportunity
and Make Luck Work For You 20: Your Role as an Enterprise Leader

66. 1000s of New Ideas!

67. Outcomes from
Enterprise Mentoring
1000s of new business growth / More relevant to your customers
process improvement ideas
Right people in right places
CEO thinking right down to the
Liberate the ‘wrong’ people
front-line
Everybody sees themselves as a
Happier referral customers
salesperson (workforce becomes
Increased LTV of customers your salesforce)
Increased revenue/profit per head Create leaders at all levels
Engaged, passionate and Develop a culture of self-learners
motivated staff
Excellence!

68. Benefits of Enterprise Mentoring
CEOs Greater revenues, profits & value
Sales More repeat & referral customers
HR Engaged & motivated employees
L&D Low-cost, easy to deploy programme
Managers Get best from employees/teams
Employees Engage with company, customers, line-manager &
fellow mentees

69. Justin (Div Sales Dir) David (Sales Dir)
- Simon - Matthew
- Vanessa - Kathryn
- Dave - 1 other (left company)
- Michelle

70. “What They Said”
“The best way of describing it is, they are
awakened to an opportunity that they
could never see before.
It is very difficult to describe but they
become alive and alert, they’re different
people from a business perspective.”
Richard Hammonds - MD

71. “What They Said”
“It’s as if a light bulb has been switched on! They understand the importance of the
The thinking of the protégés who people in their teams, the importance of
completed the course, compared to how recruiting the right people, and the
they were six months ago, is day and importance of managers being leaders
night. and not just managers. And they
understand how to grow this business.”
They now think like business owners. I am
now able to have a conversation with them Richard Hammonds - MD
at a more commercial level. They
understand that the growth of this
company is not just about revenue, but
about margins and cash.

72. “What They Said”
“It was addictive, and that’s what I need when I’m “My wife says, ‘I would love to have the
learning. I went to bed wearing those MP3 confidence you have. You are just so
headphones and my husband said, ‘You have to confident at the moment.’
be having a laugh!’
She’s even considering looking at the
He’s gone through the programme. It wasn’t books, at the workbook and the MP3
optional because I talked about it constantly. He herself!
hasn’t read the book but I’m sure he could finish
the workbook for you! She says, ‘If I’ve got to listen to that for a
few weeks and walk about with that stuck
He’s picked it up purely because every time he to my ear to get the confidence that you’ve
sat down to eat I would be talking about a got, then give it to me!’”
section of it, or the workbook would be sitting
under my nose as I was doing something else.” Matthew - Regional Manager
Kathryn - Regional Director

73. Results Seen at Hammonds
Revenue up 20% More creative/innovative staff
Conversion of prospects to Liberated employees who should
paying customers not be on the bus
Increased average order size Created a new language
1000’s of new business growth/ Gave company a new focus and
cost saving ideas direction
Happier customers Stand out above competition
Employees and managers Aligned the vision of the CEO with
energized and engaged the employees and managers

74. Benefits to Hammonds (and YOU!)
Bring world-class mentoring to 100% relevant - ‘job placed’
normally unaffordable places (i.e. learning
front-line)
Delivers higher levels of
Use internal line managers - not engagement!
expensive external coaches/
Builds a customer focused
consultants
company
One-off licence cost
Drives revenue and profit growth
Managers are doing what they
Is fun!
should be doing (I.e. man-
managers and mentors)

75. What Impact Can Enterprise
Mentoring Have on Your Business?