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This episode is a business coaching course that shares the importance of having a checklist for wowing.

Results-Focused Training, Tools, and Workshops from Expert Business Coaches.

Featured Coaching Excerpt - Notes & Transcript, Part 1
  • Quality Control:
    -Episode 2
    (Part 1 of 1)
  • Recommended Reading: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value
    -- James L. Heskett, W. Earl Sasser, Leonard A. Schlesinger
  • Recommended Reading: Treat Employees Like Customers and Customers Like Employees
    -- James L. Heskett, W. Earl Sasser, Leonard A. Schlesinger
  • Editor's Note: Before Clay sold www.DJConnection.com they were routinely providing entertainament services for 80 + events per weekend.
  • Notable Quotable: “Under conditions of complexity, not only are checklists a help, they are required for success.”
    -Atul Gawande
    (The Checklist Manifesto: How to Get Things Right)
  • Editor's Note: If you would like an example of a quality checklist in action e-mail info@Thrive15.com to request your "Checklist Template."
  • Notable Quotable: “And the reason is increasingly evident: the volume and complexity of what we know has exceeded our individual ability to deliver its benefits correctly, safely, or reliably. Knowledge has both saved us and burdened us.”
    -Atul Gawande
    (The Checklist Manifesto: How to Get Things Right)
  • Notable Quotable: "To create a business and not just a job. You must systematically wow your customers every time as a result of implementing a checklist-driven approach to delivering value, products and services."
    -Clay Clark
    (Founder of Thrive15.com)

-And I can just tell you before I sold the DJ business we were wowing brides. They came in and we offered them a beverage, we offered them kind of a gourmet chocolate. The guy who came in had kind of a script a funny things he would say, the bride's would laugh. He would come and go before we get started I have an important question. What's your opinion Michael Bolton professionally speaking? And half the moms would be like he's any good at all. Or some people were like we like him a lot. OK just curious.

We had these funny questions that we scripted into the presentation so as you're going through we'd say now did you guys want to cut the cake before the first dance or after? And they'd say oh, before. OK. And did you want to dance with your dad? The bride would say yeah. Do you sir, want to dance with your mom? OK. Then we say OK, cake, then you're dancing, then they're dancing, then this dance, and then when did you want me to dance with you? You'd look at the groom and he's like I don't ever want to-- OK, just kidding. We would just have a script that we made. We'd talk about the dollar dance, we'd ask if they want to do the dollar dance, the waterfall dance, the Cha-Cha Slide, the Cupid Shuffle.

We would go through and by the end of it every bride was 100% confident that we're going to wow them. We asked them how interactive do you want us to be? What if you have a style guide and you said what kind of style do you like of glasses? Do you like something that's kind of modern? What if this was all on that master checklist? Can you just see how you wow? I mean this is hot.

There's a book called "The Service Profit Chain". That's your book. " "The Service Profit Chain". It's written by the Harvard Business Review folks, specifically a professor by the name of Heskett is one of the lead authors. H-E-S-K-E-T-T. "The Service Profit Chain". That book will blow your mind. There's a followup book, it's like a sequel, called the value profit chain and it explains to you how if you maximize the value people will be wowed and they will feel the need-- when you can have experience like that you're going to go, wow! And when that wow happens your business grows.

That's why you have to get that 50 point checklist. If you would send it us after you make it I'd be happy to proof it. I'll send you a template but it's very, very important to me and to your business that we make this. This is the value. If I wanted to buy or business tomorrow I'm going to say, so what your profits annually? Then you'd tell me what they are and I'd say also, what makes you different? You would say well, um, we're professional, yeah but we have a 50 point checklist that nobody can touch. And then I would go, oh really? And you'd go yeah, it's unbelievable.

And that's the value, it's the secret sauce. That's where the value is. The value is not in professionalism, and integrity, and all these general platitudes the people at these ridiculous speaking events talk about. If you treat your customer like the boss than the boss will pay you. But what you want to do is you want to make sure that you wow through having a checklist of differentiated things. If you do that I promise you just blow the mind of your customer and grow your business.

Do have any questions about how to execute this or you feel pretty good or is it helpful?

-No, I'm excited about that one. So I'm good.

SPEAKER: You're [INAUDIBLE] on it?

-Yeah.

-I know you're smarter than me. I'm not intimidated by your brain. So I just want to make sure because, I've worked with so many doctors who don't have this and I've literally seen them double or companies within just a couple years by doing this so it's huge.

AUDIENCE MEMBER: That's cool.

-Cool?

AUDIENCE MEMBER: Yeah, I'm good.

-Bang!

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