YOUR ATTITUDE IS EVERYTHING | Tony Robbins, Les Brown, Robert Kiyosaki
treat people at the end of the relationship like it’s the beginning and there won’t be an end and that’s not just your intimate relationship what if your customers what if you fell in love with your customers with your clients more than your product more than your company if your entire life is about meeting their needs if you would do what for your customers clients you would do what if you love your customers and clients you do anything guess what they’re gonna love you it’s necessary that you be flexible that you are always thinking of how can i improve this better this is a customer driven economy it’s necessary for you to always explore various ways in which you can improve the quality of service that you’re providing for the people in your organization i remember something a major company had talked about the extra value service they were providing for their customers and the lady who had the news conference summarized it this way she said it’s not our intention to satisfy our customers or to please our customers our intention is to amaze them it’s necessary if you’re going to compete today that you look for ways to amaze your customers by being one of those individuals that keep your commitments they keep your word that’s relentless it’s necessary you work with the people that you bring into all your organization that they see that you’re a good example of a person to work with because you model integrity and determination and ambition and truth and honesty and the way in which you conduct business but most people love their customers and clients as long as they buy from them do what they want respond to them and when they don’t they go that thing yet you want clients for life not just customers fall in love with them it’s a different focus isn’t it it’s a different meaning and that creates a different life because you make decisions differently from that place you’re gonna experience it your real estate market you’re gonna experience it in your shares market and you’re gonna experience some unemployment on a much larger scale than what you guys are uncomfortable with right now it’s coming i’m not here to be mr positive and i’m not being negative i’m saying it’s coming so you want to take advantage of winter not let it freeze you to death and you can because when everybody else is scared and hesitating if you’re doing the things i’m showing you you will take their market share and you will dominate even if you’re a little guy you can become a big guy in this time because the time in which things change is tough times that’s when little guys become big guys because the big guys are doing the same boring over and over again and they’re not flexible but i got to tell you something in order to succeed in your business you got to fall in love with your clients and not with your products and services but here’s the other question what stage of the life cycle of the business are you in listen to me this understanding is the most important standing of all and i can’t give it to you all here i take a day on this when i say i give people a million dollar guarantee the reason i’m giving that million dollar guarantee and no one ever takes me up on it i mean i think two times in three years someone’s taking me up on it and when they did i’ve been glad because i didn’t want a stupid person in my seminar i was like if you can’t see this going to save you a million dollars and make you a million dollars you shouldn’t be in here right i’m happy to refund your money is this material and this material is understanding the life stage of the business see businesses have life cycles just like humans do so watch this for a second which can get into more trouble an infant or a toddler quick nice and loud which one nice and loud which one why because the toddler’s more mobile they can go what does this rock taste like right which one can get more in trouble a toddler or a teenager that’s right tell me if you give your car to a teenager and you say drive it never above the speed limit what can you promise and guarantee they’re going to do are they going to speed yes or no and the worst thing that can happen is they get away with it let me explain what i mean businesses have stages of development what do they tell you with the most important thing to business the power of anticipation what if there was a way to know in advance what problems you were going to have in your business before they happened you knew exactly what they were how they were going to happen and what to do to prevent them right now no matter what stage you’re in just to reiterate was in 19 approximately 1975 i came out with this bit product and we’re extremely successful but we kept running out of money the more successful we got the more we ran out of money so that’s when i went to my rich dad i tried to borrow a hundred thousand dollars and he chewed me out he says why would i invest in a dumb product when you have a bad business and so that’s what that’s when he began teaching me the next level of my entrepreneurial education it’s not about the product it’s about how to design a business that doesn’t need me to keep raising the capital in other words how do you design a business that keeps raising money automatically and today the rich dad company is cash rich cash keeps pouring in because the ability to raise money constantly was designed into the business and once again this is the diagram this is the bi triangle these are the eight pieces that make up a business when a business is hurting oftentimes is because one of these eight pieces is missing for example many times sequels have a great product but their legal is really bad or their communication systems are bad or their audit you know their internal order processing is a bad or the manufacturing is bad or the marketing is bad and they or they have bad cash flow management one of the hardest things when you’re trying to affect change is that people like this gentleman are right in some areas i’m sure that there are some things open doc does probably even more that i’m not familiar with that nothing else out there does and i’m sure that you can make some demos maybe a small commercial app that demonstrates those things the hardest thing is what how does that fit in to a cohesive larger vision that’s going to allow you to sell um 8 billion 10 billion dollars a product a year and one of the things i’ve always found is that you’ve got to start with the customer experience and work backwards to the technology you can’t start with the technology and try to figure out where you’re going to try to sell it and i’ve made this mistake probably more than anybody else in this room and i’ve got the scar tissue to prove it and i know that it’s the case and as we have tried to come up with a strategy and a vision for apple um it started with what incredible benefits can we give to the customer where can we take the customer not not starting with let’s sit down with the engineers and and figure out what awesome technology we have and then how are we going to market that and i think that’s the right path to take i remember with the laser writer we built the world’s first small laser printers you know and there was awesome technology in that box we had the first canon laser printing cheap laser printing engine in the world in the united states here at apple we had a very wonderful printer controller that we designed we had adobe’s postscript software in there we had apple talk in there just awesome technology in the box and i remember seeing the first printout come out of it and just picking it up and looking at anything you know we can sell this because you don’t have to know anything about what’s in that box all we have to do is hold this up go do you want this and if you can remember back to 1984 before laser printers it was pretty startling to see that people went wow yes and that’s that’s where apple’s got to get back to and you know i’m sorry that open dock’s a casualty along the way and i readily admit there are many things in life that i don’t the faintest idea what i’m talking about so i apologize for that too but there’s a whole lot of people working super super hard right now at apple you know avi john guerino fred i mean the whole team is working burning the midnight oil trying to and and people you know hundreds of people below them to execute uh on some of these things and they’re doing their best and i think that what we need to do and some mistakes will be made by the way some mistakes will be made along the way that’s good because at least some decisions are being made along the way and we’ll find the mistakes we’ll fix them and i think what we need to do is support that team going through this very important stage as they work their butts off they’re all getting calls being offered three times as much money to go do this without the valleys so hot none of them are leaving and i think we need to support them and see them through this and write some damn good applications uh to support apple out in the market that’s my own point of view mistakes we made some people will be pissed off some people will not know what they’re talking about but it’s i think it is so much better than where things were not very long ago and i think we’re going to get there you
