Heart

Maximize your value contribution to the customer
Chapter 3
p.2
The idea of an “overlap” of interests has been mentioned several times. What does it all mean, and where do I fit into this concept?
At the heart of any business there is a tri-partite alliance between the individual, the company and the customer. The contribution you make lies in the area of overlap – Contribution Zone – of interests of the three role players. Your contribution is known as your Economic Value Added (EVA , for short).
I will explain this step-by-step. Let’s start by illustrating this concept in a diagram.
Let’s explore the concept of “Growing Contribution” and capacity which is the key to understanding the VENN diagram above.
As you grow your skills by following the Walk & Talk process, you are able to contribute to the effectiveness of the company as well as the manner in which the company addresses its customers’ needs.
As your experience, skills and knowledge grow, so do the areas of overlap (the Contribution Zone) between yourself and the company on the one hand; and between yourself and the customer on the other. Growth in contribution is directly linked to the growth in the added value the customer receives from doing business with the company, and is known as Economic Value Added (EVA).
In other words, as the area of overlap (EVA) grows, the“alignment” between yourself, the company and the customer increases.
This progression in alignment results in growth of the company through increased products and services as well as effective business processes which optimally address the needs and expectations of the customer. The progression of alignment depends exclusively on the growth of the individuals within the company, and the contribution they make to the company’s ability to effectively address the needs and expectations of the customer.
By understanding your customer well, you will be able to identify opportunities to develop new areas of customer needs and to increase the value the customer receives.
This will enable you to determine the growth of the company within your chosen customer base, and to increase the value-added to the company, which in turn, results in wealth for the customer the company and the individual.
Align yourself with your company and customer needs in order to maximize your contribution and create wealth for yourself, the customer and the company.

Maximize your value contribution to the customer

Chapter 3 p.2

w&t_question

I Ask

The idea of an “overlap” of interests has been mentioned several times. What does it all mean, and where do I fit into this concept?

w&t_exclamation

I Answer

At the heart of any business there is a tri-partite alliance between the individual, the company and the customer. The contribution you make lies in the area of overlap – Contribution Zone – of interests of the three role players. Your contribution is known as your Economic Value Add (EVA , for short).

I will explain this step-by-step. Let’s start by illustrating this concept in a diagram.

w&t_ch3_b_venn

Let’s explore the concept of “Growing Contribution” and capacity which is the key to understanding the VENN diagram above.

As you grow your skills by following the Walk & Talk process, you are able to contribute to the effectiveness of the company as well as the manner in which the company addresses its customers’ needs.

As your experience, skills and knowledge grow, so do the areas of overlap (the Contribution Zone) between yourself and the company on the one hand; and between yourself and the customer on the other. Growth in contribution is directly linked to the growth in the added value the customer receives from doing business with the company, and is known as Economic Value Add (EVA).

In other words, as the area of overlap (EVA) grows, the“alignment” between yourself, the company and the customer increases.

w&t_binoculars

I Explain

This progression in alignment results in growth of the company through increased products and services as well as effective business processes which optimally address the needs and expectations of the customer. The progression of alignment depends exclusively on the growth of the individuals within the company and the contribution they make to the company’s ability to effectively address the needs and expectations of the customer.

By understanding your customer well, you will be able to identify opportunities to develop new areas of customer needs and to increase the value the customer receives.

This will enable you to determine the growth of the company within your chosen customer base and to increase the value-added to the company, which in turn, results in wealth for the customer, the company and the individual.

w&t_elephant

I Advise

Align yourself with your company and customer needs in order to maximize your contribution and create wealth for yourself, the customer and the company.

Use the GROW model to develop effective questioning skills
Chapter 5 p.11
I find that effective questioning is at the heart of dealing successfully with various situations. Which tools can I use to improve my questioning skills?
The “GROW Model” is one such tool which can be used for problem solving, review and assessment, relationship issues; in fact, virtually any issue which arises in work or life in general.
It is a process which elicits a positive response and generates and demands a more positive perspective from others, both clients and colleagues.
But what does “GROW” mean?
The GROW Model focuses on four aspects which can be applied when asking question in practically any situation:
G = GOALS
R = REALITY
O = OPTIONS
W = WILL
Goals:
What is the goal of this discussion?
What do you want to achieve?
Is it an end or performance goal?
If an end goal – what is the performance goal associated with it?
When do we want to achieve our goal?
(Positive – Challenging – Attainable)
Reality:
Where are we now?
Where did we come from?
What is happening now?
What results did that produce?
What is happening internally and externally?
Who is involved?What have you done about this so far?
Options:
What options do we have?
What else can we do?
What if…?
Would you like another suggestion?
What are the benefits and costs associated
with each of these options?
Will:
What are you going to do?
Will this meet your/our goal?
What obstacles could you face?
How will you overcome them?
What support do you need?
How will you get that support?
When are you going to do it?
Effective questioning and effective listening are definitely indispensable skills for effective mentioning and feedback.

Use the GROW model to develop effective questioning skills

Chapter 5 p.11

w&t_question

I Ask

I find that effective questioning is at the heart of dealing successfully with various situations. Which tools can I use to improve my questioning skills?

w&t_exclamation

I Answer

The GROW Model is one such tool which can be used for problem solving, review and assessment, relationship issues; in fact, virtually any issue which arises in work or life in general.

It is a process which elicits a positive response and generates and demands a more positive perspective from others, both clients and colleagues.

w&t_question

I Ask

But what does GROW mean?

w&t_binoculars

I Explain

The GROW Model focuses on four aspects which can be applied when asking questions in practically any situation:

G = GOALS

R = REALITY

O = OPTIONS

W = WILL

Goals

  1. What is the goal of this discussion?
  2. What do you want to achieve?
  3. Is it an end or performance goal?
  4. If an end goal – what is the performance goal associated with it?
  5. When do we want to achieve our goal?

(Positive – Challenging – Attainable)

Reality

  1. Where are we now?
  2. Where did we come from?
  3. What is happening now?
  4. What results did that produce?
  5. What is happening internally and externally?
  6. Who is involved?
  7. What have you done about this so far?

Options

  1. What options do we have?
  2. What else can we do?
  3. What if…?
  4. Would you like another suggestion?
  5. What are the benefits and costs associated with each of these options?

Will

  1. What are you going to do?
  2. Will this meet your/our goal?
  3. What obstacles could you face?
  4. How will you overcome them?
  5. What support do you need?
  6. How will you get that support?
  7. When are you going to do it?
w&t_elephant

I Advise

Effective questioning and effective listening are definitely indispensable skills for effective mentioning and feedback.