Mike Hohnen

Have a look:

We have just completed a great workshop in Spain, just 100km outside Madrid in the Sierra de Guadarrama. The hotel Santa Maria de el Paular is adjacent to the monastery and and lends an air of tranquility to the whole place.

My role was to introduce a team of High Potentials on a talent development program in a (very) large production company to the ideas and thinking behind the Service Profit Chain. And once aging it becomes very clear to me that not just Hotels can befit from this approach. Virtually any business today is operating in a buyers market – there is to much of everything. And in this a situation of abundance there is no way that you will be able to advertise your way to better profits. Your message will drown in the noise. Instead you will need to rely on word of mouth – and that means that you need to generate enthusiastic customers that will spread the word…

As you can see below the setting was ideal and we had plenty of time for reflection and deep dialogue. What a pleasure.

We also managed to have a discussion on how the net promoter score works – you know the the ultimate and simples of all customer surveys where alle you ask your clients is: ” On a scale on one to 10 how likely is it that you would recomed our business to a friend or colleague.

Add up how many you have who scored 9 or 10 those are your promoters. forget those that scored you 7 or 8. Add up those that gave you between 1 and 6 – those are you detractors. Now deduct you detractors from your promotes and you have your net promoter index – simple and powerful.

What is a good score? Well 30 would be fine but the really customer centric companies can score in both the 60es and the 70es.

Try for your self – before it’s to late…

The setting and the hotel proved the ideal type of location for this type of work I hope to get a chance to go back before to long.

[lang_en]
It is with great pleasure that we can now anounce the launch of the GROW leadership programme in France. Together with Gaëlle du Penhoat we are now able to offer this personal and leadership development programme in France (in French or English)

Gaëlle who is responsable for the GROW Leadership programme in France is an accomplished trainer, coach and facilitator who runs her own company ASAP operating out of Paris, France. She specialises in customised interventions for individuals and teams – always with a clear focus on performance improvement.

We have known Gaëlle for more than 15 years now and I am truly excited about this possibilty of collaborating with her on our GROW Leadership programme.

Apart from the fact that Gaëlle is a highly profesional coach and facilitator she is also a wonderfull person with a very quick mind and fabulous sense of humor.[/lang_en]

[lang_da]Det er med stor fornøjelse at vi nu kan tilbyde kurser i ledelse og personlig udvikling i samarbejde med Gaëlle du Penhoat i Frankring (på fransk eller engelsk).

Gaëlle, som er ansvarlig for Grow Leadership i Frankrig, er coach og facilitator i sit eget firma ASAP, som har hovedsæde i Paris. Hun specialiserer sig i skræddersyede forløb for individer og teams og altid med et klart fokus på at forbedre præstationer.

Vi har kendt Gaëlle i mere end 15 år nu, og jeg er oprigtigt begejstret for muligheden for at samarbejde med hende om vores Grow Leadership kursus.

Gaëlle er ikke bare topprofessionel coach og facilitator. Hun er ogsået vidunderligt menneske med en meget skarp og enestående hunoristisk tilgang til tingene.[/lang_da]

[lang_da]Jeg ved ikke hvad i siger men jeg blev igen mindet om at folk ofte kan meget mere end man umildbart lige tror :

http://www.youtube.com/watch?v=9lp0IWv8Q

her er teksten Susan Boyle synger, som jo sætter det hele yderligere i perspektiv…

I dreamed a dream in time gone by
When hope was high,
And life worth living
I dreamed that love would never die
I dreamed that God would be forgiving.

Then I was young and unafraid
When dreams were made and used,
And wasted
There was no ransom to be paid
No song unsung,
No wine untasted.

But the tigers come at night
With their voices soft as thunder
As they tear your hopes apart
As they turn your dreams to shame.

And still I dream he’ll come to me
And we will live our lives together
But there are dreams that cannot be
And there are storms
We cannot weather…

I had a dream my life would be
So different from this hell I’m living
So different now from what it seems
Now life has killed
The dream I dreamed.
[/lang_da]

Seth Godin has a new book out – i thoroughly enjoyed it here is what it is about