Earned Growth Rates Are the Real Thing

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red Reichheld is the creator of the Net Promoter Score system of management. Also known as “NPS.” NPS is used in two-thirds of Fortune 500 companies. Fred has worked at Bain and Company since 1977. He is also the best-selling author of five books, including his most recent, “Winning On Purpose.” Fred graduated with Honors both from Harvard College (B.A., 1974) and Harvard Business School (M.B.A., 1978).

Notes:

• The ultimate question: “How likely are you to recommend this brand to a friend or colleague?”
• Fred views "Net Promoter Score" as "Net Lives Enriched."
• “At Bain, we came to realize through our own experience that the frontline team leader sets the tone, models the values, sets the priorities, and balances individual needs with team needs. Given this critical importance, we select leaders with great care and invest heavily in their training and coaching.”
• The difference between good profits and bad profits. Play the long game. It’s not helpful to earn a profit from someone who had a bad experience.
• Negotiation - Try to give the other person as much as possible. The story of the Costco CEO sharing the extra profits with others... Think about how you can do this in your negotiations with family, friends, and work colleagues.
  • The Costco leaders always think of how they can put they can love on their customers
• How can you turn someone from a detractor to a promoter?
  • Pleasantly surprise your customer
    • The Certa Pro Painters example - They train their teams to seek out opportunities for acts of kindness. For example, when they are on a ladder up high painting a wall and notice a light bulb is out, they will put in a new light bulb (for free). They go out of their way to surprise and delight their customers.
• Richard is a big believer in the golden rule: Treat others as a loved one should be treated. When customers feel loved, they come back, and they tell all of their friends.
  • "You want a workforce that is inspired to treat others as loved ones."
  • "The leader's job is to love their team."
• Front line leaders -- Make sure you're constantly getting feedback.
• Dr. Martin Luther King Jr. - "Everyone can be great because everyone can serve."
• Earned growth rate - Warby Parker - 90% of their business through referrals
• Joe Girard - The top-selling car sales professional of all time - "I hope you get a lemon." "What! Why would you want me to get a bad car?" "Because then I get a chance to show off. I will give you the best customer service experience of your life. And after I do that, you'll buy cars from me for the rest of your life. And you'll tell all of your friends and family to do the same."
• Good profits - Earn from promoters
• Bad profits - Profits from detractors
  • "You don't deserve profits unless the customer is happy."
• “Where there is individual accountability, things get done. Measure is another magic word: what gets measured creates accountability. With no standard, reliable metric for customer relationships, employees can’t be held accountable for them and so overlook their importance.”
• “These companies manage to balance the need for profits with the overarching vision of providing great results for customers and an inspiring mission for employees.”
• How to sustain excellence?
  • Think of NPS as your moral compass
  • Great leaders create a community by living the golden rule
  • Enrich the lives you're responsible for
• Life advice:
  • Your WHO - The people you spend your life with are everything
  • Only invest in places where you can bring something of value