How You Do Anything is How You Do Everything

Even if you aren’t an avid football fan, it was difficult to avoid the news of Klopp leaving Liverpool Football Club (LFC) at the end of this season.

The kids were devastated, and we were speculating who would take over as Manager; James even asked,

“Will it be you, Dad?”.?

And he asked it seriously.

Not because I’m a renowned football coach (although my U12 Girls team I Coach did win 5-1 at the weekend!) but it’s because proudly hanging up in our downstairs bathroom is a letter from LFC politely declining me for Team Manager back in 2004, after Houllier left.

I wasn’t of course expecting to get the job (it went to some guy called Rafael Benitez...!).

And I certainly wasn’t expecting a reply.

Yet the club not only acknowledged my application but took the time to send a letter back.

Opening that letter was a real WOW moment (because it actually made me say “wow” out loud) ...

And a great lesson in How You Do Anything is How You Do Everything (one of our maxims).

LFC is a global brand, and one of the most valuable and best supported clubs in the world. ?

Yet they had time to do that.

Because they have a set of values in place that everyone is aligned to...

And systems and processes in place to Deliver their Promise and Deliver Excellence to retain their loyal fan base, turn them into brand ambassadors, and to attract new fans.

This example shows it doesn’t need to be anything elaborate or expensive to WOW your clients or prospects.

This week have a think about what you could do to create that WOW factor, and how you can go about delivering this in a consistent and routine way.

Let me know how you get on.

Or who you think the next Manager should be.

(And before you ask, I won’t be applying because it doesn’t fit in with my T.E.R.M.S - I’d have to work Fridays for a start!).

BW,

Martin

Martin Norbury

Investor | Business Mentor at Advocate | Author of I don’t work Fridays