- Main question: Where does the leverage come from?
- We’re constantly raising the bar on ourselves.
- Interactive Comedy & Magic: The $20 Bill Tear
- Story: The old way never worked.
- Shifting our focus to the generative creative process.
- 2 Questions that activate the process.
- The 4-part structure of the generative creative process.
- Developing & using “structural tension:” the most important principle for creating results.
- Story: Henry Ford & the automatic transmission.
- The hallmark of great creative masters.
- Story: Bodine training for the Olympic Games.
- It’s not what the vision is… it’s what the vision does.
- Interactive Comedy & Magic: The signed $100 bill in the cigar.
- Standing Ovation.
- How do we get people to truly put their hearts into their work?
- #1 on the Top-10 List of what employees want from work.
- The effectiveness of Open Listening.
- Interactive Comedy & Magic: Card on the Target
- Developing a passionate & loyal workforce.
- #3 on the Top-10 List of what employees want from work.
- Story: What a little recognition can do
- Improving system capacity & efficiency.
- #5 on the Top-10 List of what employees want from work.
- Gathering & utilizing ideas from everyone.
- Interactive Comedy & Magic: The $100 bill in the Cigar.
- Standing Ovation (partial)
- The service model has changed. We must set our sights higher.
- Maximizing the Customer Experience.
- Interactive Comedy & Magic: The $20 Bill Tear
- It’s not about great performance. It’s about great performance from the customer’s perspective.
- Creating a level of service & value they will talk about.
- Story: Bob’s Bus – Finding moments for creating customer loyalty.
- Customer Focused not Function Focused.
- Story: Service Commandment #1.
- Interactive Comedy & Magic: Mindreading stunt.
- The wisdom of Karl Albrecht: Your customers will feel the way your employees feel.
- The human emotional system is an open system.
- Story: Bodine & the sad waitress.
- Interactive Comedy & Magic: The Torn & Restored Card in the Orange.
- Standing Ovation.
- Association president talks about Bodine’s closing keynote presentation at their association conference.
- Meeting attendees & the association director talk about Bodine’s presentation on “Creating Customer Loyalty” at a merchant association event.
- Real estate agents & the division owner talk about Bodine’s training presentation on “Creating Results” at a RE/MAX education conference.