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25Feb Heroic Tony Foulds And His Fly Past – 5 Lessons In Leadership

It was an absolute privilege to be part of the amazing scenes on Friday when thousands of people gathered in Endcliffe Park in Sheffield, along with millions watching on BBC TV, to see the fly past by the US Airforce to honour the memory of the 10 American airmen who sacrificed their own lives to save others crashing their plane in 1944.

It all happened because of one man – 82 year old Sheffielder Tony Foulds saw the plane called Mi Amigo crash while he was playing with friends in the park as a young 8 year old child. Tony learned the aircraft had been attempting a crash landing in the park – the only green space for miles – but diverted course for fear of harming him and his friends.

Tony’s passion, dedication, persistence and vision provide some great lessons in leadership for all of us.

Lesson 1: Get That Vision Thing!

3D Leaders establish a clear picture of the future that ‘stimulates, excites and inspires’, and it was clear that Tony had this. For years he has tended to the memorial for the US airmen in Endcliffe Park, and has held a burning desire to do something to commemorate the 75th anniversary of it happening, and that was a flypast. Keeping your ‘vision’ alive is also a key characteristic of the best leaders and Tony has definitely done that. His desire resulted in the epic flyby on Thursday that had the support of the US Air Force, the BBC, Sheffield Council and it’s clear that Tony’s ‘vision’ stimulated, excited and inspired thousands, if not millions, of people around the world.

Do you have a vision and picture of the future that ‘stimulates, excites and inspires’?

Lesson 2: Share That Vision!

Anyone that met Tony dutifully looking after the memorial would hear him talking about his wish to have a full blown memorial service on the 75th anniversary of the tragic events. One of the people he shared it with was BBC Breakfast TV presenter Dan Walker who was walking his dog one Sunday morning. Not knowing who Dan was, Tony explained what he was up to and about his ‘vision’. Luckily for him, he was sharing his vision with someone who had the ability to turn it into a reality. 3D Leaders share their vision in a way that stimulates, excites and inspires others and they focus on the ‘destination’, and engage others to help them achieve it!

Who have you shared / should you share your vision with?

Lesson 3: ‘Get Engaged’!

3D Leaders get ‘buy in’ to their vision and they don’t leave it just to their people. They engage their suppliers, advisors, friends, family and customers – anyone, and everyone who can help them achieve their goals. Dan certainly ‘bought in’, and he was so moved by Tony’s passion and commitment that he promised to do something about it, and using his contacts and position of influence he did. The moving video of Tony being surprised live on BBC television by the US Air Force Commander telling him the fly past was on is definitely worth a watch (Hankies at the ready please!).

How are you ‘engaging’ others to help you achieve your vision?

Lesson 4: Maximise ‘Connectivity’!

In today’s connected world, good news spreads far and wide and sharing your vision with your contacts can prove to create real benefits as it can be spread so quickly and so far… provided of course, that it ‘stimulates, excites and inspires’ them. Tony’s vision clearly did and the result was the fantastic event on Friday. Here’s what it looked like…

How are you maximising ‘connectivity’ to get your vision ‘out there’? 

Lesson 5: Leadership At Every Level’!

As an 85 year old man, Tony demonstrated that leadership is not limited to high flying dynamic entrepreneurs and business people. It can, and does happen at every level and ANYONE can be a leader.

How are you creating leadership at every level of your business?

We’re now hearing that there is a campaign to get Tony’s brilliant efforts recognised – you can sign the petition calling for Tony to receive an MBE here.

You can donate for the upkeep of the memorial that Tony cares for here 

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11Feb Andy’s 3D Thoughts 11th February

3D Thoughts

Customer Delight from a teacher! That’s just one of this week’s 3D iDeas, all aimed at helping you ‘Think in 3D‘! We start off with a florist taking a Dramatically and Demonstrably Different approach, and then look at Net Promoter Score – ‘how not to do it’ by Nat West and how you can make it work for you. There’s also a great example of a junior school teacher taking a 3D approach to customer delight….. it’s all in around 3 minutes!

All you need to do is just click on the image to listen…


Links:

If you never want to miss another 3D Thoughts and want to hear other past episodes or want to sign up for a little reminder when they’re out, just click here

Alternatively, if you want to get all ‘modern’ and never miss one again then click on the icon to…

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10Feb Customer Delight – Don’t Write Off The ‘Old Fashioned Ways’!

We were out with our friends Nayeem and Kawal and their daughters Eliza and Ariana this weekend and it was brilliant to see a lovely handwritten postcard that Eliza had been sent to her home by her teacher Miss Hayton for a great performance in class. It clearly made an impact on her as she proudly showed it to us… it was also clear that it made an impact on mum and dad too with the look on their proud smiling faces as she did so!

It’s a great example of ‘customer delight’! Yes, even schools can do it! It’s a lovely touch, and a fantastic example showing that a simple, personalised response can go a long, long way to touch a ‘customer’ and make them feel valued. I think in this day of being bombarded with endless emails, tweets, posts, ‘snaps’ and electronic messages of all kinds, getting an ‘old fashioned’ note can make a real impact.

Although it’s not a ‘commercial example’, I do think it demonstrates all 6 things our research has identified as ingredients of customer delight….

  • It produces a wow reaction!
  • It appears spontaneous or unexpected!
  • It’s the personal touch!
  • It makes the customer feel valued!
  • It’s genuine… and…
  • It creates a ‘talking point’!

The result also demonstrated the benefits of customer delight:

  • It certainly made Eliza as a ‘customer’ feel valued!
  • It created a talking point – She was quick to show it to us with pride
  • It also had a real positive impact on her mum and dad too (they were very proud too!)

So, what could you do to follow Miss Hayton’s wonderful example and ‘delight’ your customers? Why not think about those ingredients and work out how you could make them work for the way you interact with your customers.

You could start by considering these questions. When it comes to your customers….

  • What could you do to make your customers feel ‘valued’?
  • How good are you and your people at ‘personalising’ the experience and doing it genuinely?
  • What do you do to help, support and encourage them to do it?

For a more in-depth insight of Customer Delight, click on the image to download my free e-book Customer Delight As Competitive Advantage – 44 pages and over 60 ideas to help you make this stuff work in your business.

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04Feb Andy’s 3D Thoughts 4th February

3D Thoughts

Hello there… It’s 3D iDeas time to help get you ‘Thinking in 3D‘! That means being Dramatically and Demonstrably Different! We start off with what today’s employees are looking for in their employer, there’s a great example of an individual taking a 3D approach to getting a job by ‘standing out from the crowd’, and we’ve got a nurse who totally ‘stood in her customers’ shoes’ to really understand what her ‘customers’ were going through and help improve the service she provides.

All you need to do is just click on the image to listen – it’s all in around 3 minutes…



Links:

If you never want to miss another 3D Thoughts and want to hear other past episodes or want to sign up for a little reminder when they’re out, just click here

Alternatively, if you want to get all ‘modern’ and never miss one again then click on the icon to…

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14Jan Andy’s 3D Thoughts 14th January

3D Thoughts

Hello there! It’s a Dramatically and Demonstrably Different 3D iDeas this week! After a really successful leadership event we ran in Sheffield last week that included a fun quiz to help people be aware of just how fast things are moving, we thought we’d let you have a go too! Here are 6 questions (and the answers!) to get you ‘Thinking in 3D. You can access the slides with the questions and answers below, along with a quiz sheet to allow you to have a bit of fun in your office!

All you need to do is just click on the image to listen – it’s all in around 3 minutes…



Links:

If you never want to miss another 3D Thoughts and want to hear other past episodes or want to sign up for a little reminder when they’re out, just click here

Alternatively, if you want to get all ‘modern’ and never miss one again then click on the icon to…

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07Jan Andy’s 3D Thoughts 7th January

3D Thoughts

Happy New Year and welcome to the first 3 3D iDeas of 2019! There are some interesting queries from Foreign Office ‘customers’, advice about avoiding being the ‘same as’ when it comes to establishing your values and lessons from one of the original 3D Thinkers, Herb Kelleher, the Founder of the Dramatically and Demonstrably Different Southwest Airlines, who sadly died last week.

All you need to do is just click on the image to listen – it’s all in around 3 minutes…..

Links:

If you never want to miss another 3D Thoughts and want to hear other past episodes or want to sign up for a little reminder when they’re out, just click here

Alternatively, if you want to get all ‘modern’ and never miss one again then click on the icon to…

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