SCALING YOUR BUSINESS

In the previous edition of MSP Success Magazine , Verne Harnish introduced the first five Rockefeller Success Habits . These included improving your executive team , aligning your company ’ s goals to the No . 1 thing that has to be accomplished each quarter , establishing proper internal communication , accountability for your goals , and collecting employee input . This month , Verne lays out the next five habits and how you can implement them . Continue your improvement by reading more .

Rockefeller Habit No . 6

Aligned Reporting And Analysis Of Customer Feedback Data Is As Frequent And Accurate As Financial Data

We implore all executives and middle managers to have a “ 4 Questions ” ( 4Q ) conversation with at least one end user each week . Particularly in business-to-business situations , you may have to bypass your distribution channels and purchasing agents ( with permission ) and talk directly with those benefiting from your products and services .

The 4Q conversation refers to the four questions that we suggest leaders ask customers in person ( not on a survey ).

The key is to get them to talk about their favorite subject : themselves ! The first question will give you an understanding of their current situation . What are their pain points ? What are their priorities for the coming year ?

The second question offers insight into industry trends in general . What are the newest changes or technologies ? Who is buying who in the industry ? And if you are talking with consumers , what are they and their neighbors thinking / feeling / talking about ?

The third query is probably the most important because it can help you cut through your own biases .

Only after you ’ ve asked your customers these three questions should you ask about their reactions to your offerings if they haven ’ t shared already . Remember , this call is about them , not you !

Rockefeller Habit No . 7

Core Values And Purpose Are ‘ Alive ’ In The Organization

This habit will give you a baseline for current and future decisions , including hiring , sharing praise , and giving constructive criticism . I like to think of core values and purpose as being “ alive ” in an organization .

Having a purpose ( a much better way to say “ mission ”) gives your company the critical “ why ” behind all that it does . Your purpose needs to be more than just making money .

Rockefeller Habit No . 8

Employees Can Articulate The Key Components Of The Company ’ s Strategy Accurately

Does everyone in your organization know your brand strategy , including your three main brand promises ? If everyone on your team can ’ t share your “ elevator pitch ” when asked , then you might need to work on your team ’ s alignment .

Rockefeller Habit No . 9

All Employees Can Answer Quantitatively Whether They Had A Good Day Or Week

Every member of the team , from the senior leadership to staffers , needs to be able to objectively answer the question , “ Did I have a great day or week ?” But here ' s the key : Each person must report on one or two KPIs weekly .

If they can ’ t , then it might mean that they are not clear on their priorities and their KPIs . In order to move forward together , everyone must be aligned . Think of your organization as if it were a machine . In order for the machine to work flawlessly , all parts must work well and work together .

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