Comments for Ric Payne's Blog

Comment on How a Billionaire Takes Time to See the World Through the Eyes of His Customers by Ric Payne

Ric Payne — Mon, 21 Nov 2011 04:37:27 +0000

I’m not sure about the “$50 off” idea Kerry but maybe it’s worth a test. I much prefer to use Fred Reichheld’s Net Promoter Score (NPS) question that we’re seeing more and more. It simply asks “Based on this service experience how likely would you be to refer us to a friend or colleague” – it’s scored on a 0 to 10 scale. You calculate a continuing average score and the NPS is the difference between the % of people who score 9-10 (these are your Promoters) and 0-6 (these are your Detractors. Those who score 7-8 are Passives. The trend in this metric provides a very accurate predictor of future business success. In other words is is a Key Predictive Indicator. For more information see http://www.netpromoter.com/netpromoter_community/index.jspa

Comment on How a Billionaire Takes Time to See the World Through the Eyes of His Customers by Kerry King

Kerry King — Mon, 21 Nov 2011 01:50:00 +0000

A great story and ‘on the money’ for mine. My experience is that most practitioners are still too busy doing the work (working IN) of the business.
What is needed is not only the confidence to change but the conviction to see it through. All it takes is a series of small steps and my suggestion is to attach a small questionnaire with each fee acccount going out to clients with the invitaiton to ‘take $50 off’ for each completed questionnaire returned to the practice with your payment.
The first question:
Based on your experience of the work we’ve just done for you, how likely are you to refer our services to someone else?

Others may not see it this way and if not, let’s see the alternate suggestions, then each member can draw their own conclusions on what will work best for them.

Comment on Winning Advice by Brandilyn

Brandilyn — Tue, 12 Jul 2011 12:09:46 +0000

Thanks for writing such an easy-to-udnrsteand article on this topic.

Comment on Life’s too short. Enjoy it while you can by Paul Dunn

Paul Dunn — Mon, 11 Jul 2011 09:06:02 +0000

Hi Ric:

I should check on your blog more often!

Thank you for the mention here too — I so remember the passion you had when you used to talk about Don.

And I love Heidi’s ‘insider view’ about the tidiness of your office too!

It all serves to remind us to love each moment, doesn’t it?

Thank you for yet another lesson, Ric

Comment on A Question and A Conversation That Changed My Life by Kapes

Kapes — Wed, 29 Jun 2011 04:55:16 +0000

Nice article Ric, now we have some service to mentor people in their business growth
http://www.strategem4.com/Personal-Growth/Towards-Awesome-Service.html

Comment on Learners are Earners by Kerry King

Kerry King — Sun, 08 May 2011 03:46:03 +0000

I’ve read every other book Ric has recommended and now it looks like I have two more to add. All of them are MUST READs in my humble opinion.

Comment on Life’s too short. Enjoy it while you can by Clayton Oates

Clayton Oates — Fri, 08 Apr 2011 13:04:12 +0000

G’day Ric
It has been many years since we all worked together at Rutherford’s – I have Just come back from Don’s funeral and celebration party – just the way Don would have loved it. A party at the Ramada hotel in Ballina and a few drinks (well maybe more than a few) and a top meal with a few great fiends to top off the night. What a guy…the best networker I have ever met and he always made you feel comfortable in his presence….the accounting profession, business community, and the world in general has lost a true champion. May we all take the things that Don has taught us and pass the baton onto others, it has been an absolute privilege to know Don…..Long live the Kingy.

Comment on Life’s too short. Enjoy it while you can by Heidi James

Heidi James — Fri, 08 Apr 2011 02:12:32 +0000

What sad news. I remember peering into Don’s office as I walked down the corridor to visit you at Rutherfords and thinking how neat it was compared to yours. I remember he was always kind to Katie and I. Sorry that you have lost an old friend Dad. Looking forward to seeing you and Kerry soon. xxx

Comment on Life’s too short. Enjoy it while you can by Lyn Payne

Lyn Payne — Thu, 07 Apr 2011 10:06:43 +0000

Sorry to hear about Don’s death. Too young for a really nice guy. I remember him having to rescue Heidi once when my old car broke down near Bexhill, delaying his trip in to Lismore to bring her safely home.

Comment on A Question and A Conversation That Changed My Life by Kerry King

Kerry King — Thu, 30 Dec 2010 06:14:03 +0000

Great story Ric and a new insight for me on the origins of RP!

A barrier I find is getting partners to ask what seems to be the most difficult question ever asked ‘How’s business at the moment?’ Inevitably the conversation seems to focus solely on the matter(s) at hand i.e. the most recent compliance task undertaken. It’s almost like if the client gives an answer the follow up response required is too scary to contemplate!
How many opportunities are being lost I wonder because this one simple almost innocuous question is not being asked EVERY time we converse with a client?