One Thing you’ll learn by attending Mastering the Rockefeller Habits Four Decisions Workshop, November 12th at the Kirkwood Hotel in Cedar Rapids, IA is the enormous value of focus and concentration. One of my first clients with the Rockefeller Habits achieved remarkable success in their first effort to build a theme for their company’s fourth quarter and establish the One Thing priority. You should establish your One Thing during your annual strategy and planning meeting each year. One Thing is a concept of focus. It should be the One Thing that if you could accomplish nothing else it would impact your business the most. While these events occurred in 2008 and I’ve experienced the extraordinary value of this discipline many times over during my years of coaching, it’s a valuable story to repeat to help others realize the significant impact that establishing One Thing as your top priority can bring to your organization. Here is that story again:
In the fall of 2008 Ideal Computer Systems was struggling with their customer support system. Customer’s called for help with their hardware and software they had purchased from Ideal and often times had to wait to get the answers they were looking for. They had been working on this area for over a year with almost daily meetings with their executive team to improve the turnaround time their support team was getting back to their customers in. Throughout 2008 it was approaching 60 minutes and now their support manager had given his resignation, moving to New Orleans to be closer to his girlfriend.
In June of 2008 Dennis Haefner, then president of Ideal Computer Systems, enlisted my coaching services to help them with a solution to overcome this specific challenge.
Feeling at the cross roads, and realizing the importance of this area for building their business they decided to create a One Thing theme whose focus would decrease their ASA [Average Speed of Answer] time down to a more acceptable level. After a third quarter average of 55 minutes they decided to set a very aggressive goal to drop this to 24 minutes (Green Success Criteria) and a Super Green goal of 16. In addition, to put more emphasis on this area, they decided to hire two managers to serve support. This doubled the number of managers and attention they had previously dedicated to this vital area of their business.
It should be noted that dissension and strife were ripe in the support area. The group as a whole had taken on a victim mentality feeling they were being held up as the reason the business wasn’t succeeding to the extent it should due to the ASA being so high.
Dennis and his team announced the theme at a companywide meeting. The meeting was not only to proclaim the new goals for the quarter but also to help the entire organization recognize that lowering ASA was a company priority. It was something they all shared in and were equally responsible for dropping to an acceptable time frame. Instead of focusing on support the emphasis was that everyone was responsible for this number and in addition to lowering support they intended to increase their customer loyalty rating as well.
The results were dramatic! Instead of feeling like they were the focal point of the company’s focus and being blamed, the support team rallied around the two new managers, the theme’s intention, and felt the encouragement of the rest of the team toward achieving their goal.
ASA time dropped precipitously, below their goals by almost unheard of levels. Not only did support beat their green goal of 24, they beat the super green goal of 16, with support ending the fourth quarter under 10 minutes at 9.6! Just as important the customer approval rating soared to an 8.54 rating also beating their super green goal.
Have you dedicated time to work on your business to determine your 3-5 year plan, annual plan, quarterly plans and One Thing for 2014? The Four Decisions Workshop is an excellent opportunity to set aside time to commit to with clarity to your One Thing for 2014. You will be free from distractions and receive an unconditional money back guarantee.