June 26, 2017


















SUPPORT NOTES FOR ARTICLE 3.13

  1. A good review of the "customer profitability, service reinvention process" can be found in slide show #10 at our site at this link: Identify_Customer_Niches.pdf.
  2. More information on the video (or DVD) training program – "High Performance Distribution For All"- is behind the links in the middle of the www.merrifield.com home page. We have many "resellers that sell the video with discounts that are 50%, or more, off our list price of $995. If you aren’t affiliated with one of the resellers, inquire about how one of your affiliation groups can become a reseller; its very easy and involves little work on their part.

  3. For more on a generic set of 8 service measurements for any wholesale distributor plus the economic benefits to both the company and the customer see exhibit 3 at this link: ./exhibits/8elements.pdf. And, exhibit 2 at this link: ./exhibits/4guidelinesforservice.asp.
  4. Long time users of our training products will be familiar with the "rules of 5-to-7 and 1-to-10". The rule of 5-to-7 states that: the average adult must hear some new concept 5 to 7 times before they get it in a holistic, memorable way. But, that does not mean that they can teach it or do it. To do it, we must pass the rule of 1 to 10 which states: for every unit of time that we spend passing the rule of 5 to 7, we must spend 10 times that time practicing to be able to do it or teach it convincingly. These rules and the power and importance of repetition in learning are covered in module 2.12 of the "High Performance…" video.
  5. Mastery by George Leonard comes in paperback for $11 at amazon.com. Here is a quote from one of the reviewers: "Whilst most self help books focus primarily on planning, goal setting, motivation, action etc., this one is a little bit special, not because it's written by an ex fighter plane pilot or an Aikido master, but it's just so straightforward and simple emphasis on "practice".
  6. The main theme of the book can be summarized by a paragraph on page 48: "Goals and contingencies, as I've said, are important. But they exist in the future and the past, beyond the pale of the sensory realm. Practice, the path of mastery, exists only in the present. You can see it, hear it, smell it, feel it. To love the plateau is to love the eternal now, to enjoy the inevitable spurts of progress and the fruits of accomplishment, then serenely to accept the new plateau that waits just beyond them. To love the plateau is to love what is most essential and enduring in your life." In other words, this book centers around patience, resilience, continuous learning and a little bit of zen, though the former three terms were not present inside the book at all. And, I must say that the passage devoted to homeostasis (internal resistance to change) is brilliant. In short, this book is worth a read."

  7. Who is Anson Dorrance? He is the best women’s soccer coach in the world. From Amazon.com’s info on his book, The Vision of A Champion, here are some of the quotes:
    "Legendary soccer coach Anson Dorrance has coached 17 of the last 21 NCAA women's championship soccer teams. Enough said. "The Vision of a Champion" is just that, as Dorrance distills his vision in this mandatory guide for young athletes and coaches who want to inspire and train them."
  8. "The book is written for players, but it is a MUST for any coach of girls, soccer or otherwise. In addition to talking about strengths and weaknesses in the current women's game, he talks about the psychology of the team and player. He gives a no - holds barred insight into Tar Heel soccer, down to preseason drills, peaking cycles, intensity training and offseason training. It is all written in plain english that anyone can understand.

    The entire UNC program is in here for all to examine. His thoughts on everything from his approach to injuries and resting players to recruiting players and demands for (scarce) scholarship money. He gives a good insight on the subject of soccer and scholarships that I wasn't aware of."

    "After reading this book, it's no wonder that many of the women trained by Anson Dorrance are wonderful role models as well as amazing soccer artists. The game of soccer is not just about good technique, but also how the female soccer player develops into a responsible person, challenging herself physically, mentally, socially and emotionally. Dorrance and Averbuch have combined here to write the definitive work on growing a soccer player. This book is for the players, their parents and their coaches."

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    My final comments are that Dorrance tells all of his secrets because he wants others to be better players, coaches, and (from my viewpoint) managers. I don’t think that he is worried about competitive Division I programs knocking off his wisdom; his former players are now coaches who already are, and he encourages and helps them. He knows that he can continue to improve his program faster than they can copy, but more importantly he wants to share the wisdom to improve the sport and the world.

    Because he lives in my home town, I going to see if I can get him to collaborate with me on applying his "competitive cauldron" to high performance service management environments. Any Central Carolina distributors who like to donate their locations as labs for us if he agrees?

  9. For more on "personnel systems", there is an overview article on six of seven "systems" that are part of high performance personnel management at this link: 5_7.asp.
  10. We also have a six-hour audiotape product on this subject entitled "Hiring, training, motivating and keeping the best employees". It has been a big seller for us for years and is especially appreciated by those who have a lot of drive time. More at this link: ./products/.

  11. For copies of three "culturegram" exercises that I wrote for all employees of a distribution company that I was turning around in the early to mid ‘80’s on the subject of "learning how to learn", you are welcome to go to this link and borrow what ever you can use: ./exhibits/Culturegram_LearningtoLearn.pdf.

Link to Article 3.13 Maintaining Distinctive Service Value 3_13.asp.