Customer Focus Workshops
Hi – I’m Jim Smith, President of PCCA (Professional Compounding Centers of America). Our company was introduced to Howard Hyden through Vistage – the world’s largest CEO membership organization.
We invited Howard to introduce his Customer Focus ideas to our entire organization. At the time we had about 170 employees so we had to break into several sessions to get everyone exposed and involved.
Howard gave us the idea of approaching all challenges and opportunities, along with all policies and procedures, to the benefit of the customer. He calls this “Outside-In” thinking.
Most companies set things up to benefit ourselves and hope the customer somehow gets what they want – that’s “Inside-Out.” Howard got us busy working on ideas to help PCCA rethink everything we do to make it Outside-In.
Howard can certainly keep a crowd alive! His chant is “Are You Awesome? Dare to be Awesome!” We did a lot in a very short period of time and literally had everyone engaged in generating ideas about how to be more Outside-In. At that time we compiled the lists of ideas and then distilled those into areas we could:
Act on Immediately – Our Just Do It list Items we wanted to do right away that would need more planning to execute
Items we wanted to explore in greater detail to determine if we should do them Items we may way to do, but not now – someday maybe Does this stuff work? Well, we attribute the timeliness of Howard’s work with us to have had a significant impact on having nearly doubled our revenues and grown to about 230 employees. We enjoy over a 40% marketshare in our industry with hundreds and hundreds of raving fan clients.
Hang out with Howard Hyden and you’ll make a big leap toward being Truly Awesome for all stakeholders in your company.
Professional Compounding Centers of America
Jim Smith, President
Ask me how glad I am that I was invited to hear you speak at a TEC meeting several years ago. As you may recall, at the first break, I gave you my card and said, "I want all my managers to hear what you have to say." That's how powerful I felt your message is. Your concept of "Outside-In" is clearly how all businesses should operate. The problem is they don't.
Every time you address one of our groups, I continue to be amazed at the impact your programs have. We have had other training programs, however, none that have had the impact of your work-shops. The employees & managers continue to refer to "Inside-Out & Outside-In" for years after the sessions.
As you are well aware, I have referred you to numerous organizations. If I have said, "boy could they use your help once, I've said it hundreds of times." The problem is they don't "get it." If they were all exposed to one of your workshops, you would have to clone yourself a thousand times to keep pace with the demand. They too would become disciples as I have. Once you are exposed to one of your sessions, you continuously see how many organizations are out there that don't have a clue.
I will continue to promote your message to anyone that that its all about the customer the better off we all are.
Westrec Marina Management, Inc.
Ms. Lori Genaro
Fisher Design, Inc.
Mr. Curt Hahn
Film House, Inc.
Robert J. Haggerty
Marketing Operations Director
Here is a sample list of some of the industries we have helped to add value.
- Distributor / Wholesaler
- High Tech
- Franchise Cleaning
- Advertising / Communications
- Environmental Svcs.
- Energy / Utilities