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Improving Sales and Retention Using Recent Research Into Human Behavior and Motivation.

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Presentation on theme: "Improving Sales and Retention Using Recent Research Into Human Behavior and Motivation."— Presentation transcript:

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2 Improving Sales and Retention Using Recent Research Into Human Behavior and Motivation

3 Why Listen To REX ?

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7 AT YOUR TABLE-Self Managed Team Roles Discussion Leader Everyone gets speaking time. Poses/announces the discussion/action topic to focus the team ELMO Time Keeper Announces time available Pushes for closure as time runs out Recorder Records summary

8 Agenda Your Name Your Club Your Role If you had to change jobs, which would you choose: ___Spy, ___Musician, ___Doctor, ___Actor, ___Explorer Why? Time:________

9 Primary Problem Need Solution designed to meet the need Problem caused by your solution Infections Kill PeopleAntibioiticsBacterial Resistance Desire for faster transport Automobiles40,000 Traffic Deaths Annually Low Farm YieldsArtificial FertilizerAlgae Blooms Lack of convenient, clean places to exercise year round. Beautiful Health Clubs; great equipment; Excellent programs. 50% attrition Need to build exercise habit and stay engaged.

10 Customer Engagement Model for Health Clubs Medallia

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12 1-Habit

13 Benefits of Habits Save time Faster than thinking-deciding-choosing 40 percent of our daily actions

14 What Makes Habits Stick ? “Shoulds” get you going for a month or two. External motivation is temporary. Choosing your own goals is a deep motivator. Over weight women who choose their own goals Exercise far more Have lost significantly more weight by the three year mark Than women who did not tap into their autonomy. Deep rooted autonomous drive unlocks doors to lasting change.

15 3 Parts of a Habit: 1.Cue: Time to use automatic routine. 2.Routine: Set of automatic behaviors without thinking, deciding or choosing. 3.Reward: Did routine work? Is it worth remembering?

16 Habit is born when: Cue and Reward become linked And produce craving for the reward. Thinking is on hold

17 The golden rule of habit change Keep the old cue: This signal initiates a routine. Keep the reward-A gratifying experience that reinforces a new routine. Insert a new routine.

18 CueRoutineReward Arrive home after workMunch chips and watch TVFeel relaxed and full. Arrive home after workPut on sneakers; walk around block Feel relaxed and full.

19 Claude Hopkins Quaker Oats Good Year Tires Bissell Carpet Cleaner

20 Americans did not brush! 7% Create a craving Film on your teeth Run your tongue across your teeth Dingy film Who does not want a brilliant smile Use Pepsodent 65% Reward-cool tingling sensation in mouth

21 AT YOUR TABLE-Self Managed Team Roles Discussion Leader Everyone gets speaking time. Poses/announces the discussion/action topic to focus the team ELMO Time Keeper Announces time available Pushes for closure as time runs out Recorder Records summary

22 Agenda Time:______ 1.Privately write a habit of yours with CUE, ROUTINE, REWARD. 2.Everyone shares this in 30 seconds or less. 3.Privately write how your club could use your new knowledge of building habits to help your new members. 4.Everyone share your best idea-2 minutes max. No Comments. 5.Using what everyone shared, privately write an improved version of how your club could use your new knowledge of building habits to help your new members. 6.Everyone shares. 7.Discuss and build or select your teams top 1, 2 or 3 best ideas. 8.Record these.

23 2-Power of Peers

24 TONY DUNGY Head Coach Tampa Bay Buccaneers from 1996 to 2001 Head Coach Tampa Bay Buccaneers Head coach of the Indianapolis Colts from 2002 toIndianapolis Colts Only NFL coach to reach the play-offs in 10 consecutive years First African American coach to win a Super Bowl

25 Tony Dungy on Winning Football teams win when they do things right and Do them faster that the other team. This means they must react on habit. Thinking takes tooooooooo loooooong.

26 Tony Dungy on Habits For a habit to stay changed, people must believe change is possible. And, most often, that belief only emerges when you commit to changing as part of a group. Belief is essential, and it grows out of a communal experience, even if that community is only as large as two people.

27 AT YOUR TABLE-Self Managed Team Roles Discussion Leader Everyone gets speaking time. Poses/announces the discussion/action topic to focus the team ELMO Time Keeper Announces time available Pushes for closure as time runs out Recorder Records summary

28 Agenda Time_______ 1.Privately write your club’s use of groups to set and achieve goals. 2.Everyone shares this in 30 seconds or less. 3.Privately write how your club could use your new knowledge of building habits with groups to help your new members. 4.Everyone share your best idea-2 minutes max. No Comments. 5.Using what everyone shared, privately write an improved version of how your club could use your new knowledge of building habits with groups to help your new members. 6.Everyone shares. 7.Discuss and build or select your teams top 1, 2 or 3 best ideas. 8.Record these.

29 3-Engagement

30 Exercise 1.Select your dominant hand 2.Snap your fingers five times 3.Using your pointer finger of your dominant hand draw a capital E on your forehead.

31 Exercise You can read the E. Your default mode is your perspective. Others can read the E. Your default mode is the others’s perspective.

32 So What? As your sense of power goes up Your perspective becomes stronger In some research those with others perspective out sell those with inner perspective 2-3x. And your ability to engage others declines

33 Take Engagement Seriously Superior EngagementFive Skills SALES RETENTION Coach Hire Engagement Talents

34 Natural Engagement Talents Called High Self Monitors, who Instantly tune into others and synch with them. Connect easily and naturally Adapt to others’ views, beliefs, concerns

35 What High Self Monitors Do I can imitate the behavior of other people I can make impromptu speeches on most topics. At times I put on a show to impress or entertain people. When uncertain how to act, I look to the behavior of others for cues. I would probably make a good actor. In different situations, I often act like very different persons. For the full assessment:

36 Five Skills Vulnerability (You Tube: Berne Browne-Power of Vulnerability) Proximity Resonance Similarity Safe Place Five Talents Five Skills

37 Vulnerability Revealing who you are how you feel, what you think, from the get go. Help the other trust you because you put yourself at risk

38 Proximity Physical closeness nurtures engagement Touching ignites engagement

39 AT YOUR TABLE-Self Managed Team Roles Discussion Leader Everyone gets speaking time. Poses/announces the discussion/action topic to focus the team ELMO Time Keeper Announces time available Pushes for closure as time runs out Recorder Records summary

40 Agenda Time______ 1.Privately write: density of high self monitors on your staff? Density of high vulnerability staff? Density of touchers? 2.Everyone shares this in 30 seconds or less. 3.Privately write how your club could use your new knowledge of building engagement to help your new members. 4.Everyone share your best idea-2 minutes max. No Comments. 5.Using what everyone shared, privately write an improved version of how your club could use your new knowledge of engagement to help your new members. 6.Everyone shares. 7.Discuss and build or select your teams top 1, 2 or 3 best ideas. 8.Record these.

41 4-Immunity to Change

42 Immunity to Change Not being able to change doesn't mean we're lazy, stubborn, or weak. A pair of Harvard educators argue that our best-laid plans often fall through for smart, self-protective (and ingeniously hidden) reasons. Robert Keegan Lisa Lahey Harvard Graduate School of Education

43 What they did: 20 years Why people don't change swhen its in their best interests Successfully broken a habit

44 What they found We have an immunity to change that protects us. Just like with organ transplants. They would not work until doctors learned to SUPPRESS the REJECTION of the NEW ORGAN.

45 Iceberg Model of Reality No way we will let you loose weight Committed to lose weight If you loose weight, you will be more attractive to men. You had frightening experiences when men ‘hit’ on you as a beautiful 10 year old. Seems like a good idea WHY? Sounds good LOOSE WEIGHT and your ANXIETY will over whelm you

46 YOUR IMMUNITY TO CHANGE PROTECT something you feel vulnerable about. This behavior is brilliant.

47 PROTECTS you from ANXIETY You don’t feel the anxiety because your handling it by NOT getting fit. The anxiety management system you've built, charges rent. It costs you your goal.

48 ITC RESOURCES: Books and Workshops

49 AT YOUR TABLE-Self Managed Team Roles Discussion Leader Everyone gets speaking time. Poses/announces the discussion/action topic to focus the team ELMO Time Keeper Announces time available Pushes for closure as time runs out Recorder Records summary

50 Agenda Time_____ 1.Privately write 2.Everyone shares this in 30 seconds or less. 3.Privately write how your club could use your new knowledge of breakingimmunity to change to help your new members. 4.Everyone share your best idea-2 minutes max. No Comments. 5.Using what everyone shared, privately write an improved version of how your club could use your new knowledge of breaking immunity to change to help your new members. 6.Everyone shares. 7.Discuss and build or select your teams top 1, 2 or 3 best ideas. 8.Record these.

51 5-Learning to Learn

52 The greatest barrier to discovering the truth is being convinced you already know it.

53 The Four Rooms of Change Every business, department, problem, person, marriage and nation is in one of the rooms.

54 The First Room Joy High Energy Meaningful Successful results You’re in the groove; you have your mojo Your responses match the external conditions Joy RESPONSE? -Enjoy -Notice what keeps you in the groove -Tweak and fine tune to stay on the wave

55 The Second Room Things are still good, you feel satisfied, not joyful, No reason to change. Energy drops Not fully in the groove; mojo is fleeting or gone Your responses don’t quite match the external conditions Not enough energy to change Satisfaction Joy Satisfaction RESPONSE: -Stay aware of the growing mis match -Tweak and fine tune -Set red flags for serious change. -Martial energy and resources for serious change. -Prepare mentally for what is next.

56 The Third Room Ineffectiveness of your responses challenge your world view. Loss of success; results; meaning; joy. Energy gone; Mojo gone. Pain of loss; fear of unknown lead to DENIAL. Joy Denial Satisfaction

57 Denial Protects you from Pain Confusion Uncertainty

58 Denial Also PREVENTS all significant learning.

59 Of 46 major U.S. businesses- -95% blamed poor performance on outside conditions. -5% blamed management decisions……… of their predecessors.

60 An Organization In DENIAL Bad politics Feeds narcissism of leaders Top managers are micromanaging More energy in the restrooms than the meetings Listlessness and lethargy set in Focus is work harder not………. Are we doing the right things?

61 RESPONSES to Denial You do not need a consultant, but An Insultant Some one with a fresh viewpoint No axe to grind Who lays out the evidence with respect, not blame Who makes the case for change Who can stand the anger & resentment A crises helps

62 The Fourth Room Joy Satisfaction Denial -Creation -Chaos

63 Which room are you in ? mark it! Which room is your department in? Mark it! Which room is the owner of your club in? Mark it? Joy Satisfaction Denial Chaos What will you do ? Time _____

64 What We Have Not Looked At Today:

65 Disciplined Innovation Rifle Shots Low Cost Low Risk Low Disruption High Speed One every Month

66 AT YOUR TABLE-Self Managed Team Roles Discussion Leader Everyone gets speaking time. Poses/announces the discussion/action topic to focus the team ELMO Time Keeper Announces time available Pushes for closure as time runs out Recorder Records summary

67 Agenda Time_____ 1.Privately write your best rifle shots from your wok today. 2.Everyone shares this in 60 seconds or less. 3.Privately write rifle shots to change to help your new members. 4.Everyone share your rifle shot-2 minutes max. No Comments. 5.Using what everyone shared, privately write an improved version of your best rifle shots. 6.Everyone shares. 7.Discuss and build or select your teams top 1, 2 or 3 best rifle shots 8.Record these.

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69 How Long A Fence?

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71 RECORDERS Make sure REX gets your notes: Send to We will summarize and share


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