Welcome to Sia's Satisfaction Library (Lieberry)

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I've specialized in value creation for many years. In my experience, most of us don't want value creation, don't need it, aren't interested in it, and don't want to make the effort to understand value creation unless I relate it to "Satisfaction". 

Therefore, I frequently substitute the words value creation with satisfaction. 

As we know, a word can make all the difference. As Ron Tite points out in his book: Think Do Say:  

"With barbies flying off the shelf in the early 1960s, struggling Hasbro thought little boys could use their own masculine and heroic products to play with. They wanted to make dolls for boys.

So in 1964, they launched GI Joe.

Hasbro's think and do may have been, we believe that little boys need male role models as inspiration so we created a fictional soldier they can play with. Which sounds great, but even Hasbro knew that no one was going to buy them if they called them dolls. Dudes weren't exactly wearing salmon polos and throwing around the term metrosexual in the 60s. Men were men. And only girls played with dolls.

So they called the new toys action figures."  

People want personal satisfaction. 

Satisfaction almost always comes from value creation. 

Value Creation almost always comes from communication.  

Upskilling your satisfaction skills with me, means you're also upskilling your value-creation and communication capabilities.

What is the meaning of value creation?

I found many definitions and examples. 

Such as:

“Creating value is the capacity to increase the valuation of something to fit into a particular expectation. James: In other words, satisfy. (meh)

From a workplace perspective, the creation of value centers around company production and sales and how they can enhance each other to meet the expectations of both business owners and customers.” In other words, satisfy. (meh)

For the past fifteen years I’ve studied, researched, developed assessments for, and coached value-creation. I thoroughly enjoy these activities and expect to be doing them until I can’t (TBD).

Although I'm meh about the above definition:

• I see satisfaction as meeting expectations, possibly exceeding them.
• I see value-creation as much more than meeting expectations. I live it as a  continuous opportunity to learn, discover, confirm, provide and receive opportunity to create more value/satisfaction. 

Satisfaction/Value is subjective and dynamic, it can change in an instant. Therefore, we need to keep sharp, pay close attention to changes, detail, and above all – develop and use specific communication skills and document what we learn. ✅  

Need to Know  

To be good at satisfying yourself and another person, you and I need information. 

When we assume and guess, not only are we highly unlikely to create much value (satisfy), we demonstrate we're not that good at it. It doesn't matter if this is a billion-dollar sale or giving. 

Each of us decides what to share with a person. And it's here, right here, at this moment of deciding what to share, and how we share, that determines most outcomes.

It's fair to say, the better you are at satisfying, the better the outcomes for all involved. 

Do you want to be good, outstanding, or exceptional at satisfying? 

At Sia, I help businesses and interested employees achieve their desired standard.

Satisfaction Intelligence (SFI) 

It is both a mindset and a skill that is not fully realized. There are several reasons for this:

• Self-interest
• Traditional selling/persuasion habits (Let me tell you about ...)
• Not knowing what we don’t know 
• Not wanting to make the effort 
• Lack of discipline/practicing mind/listening to learn
• Extrapolating satisfaction
• Thinking we are satisfying when we are communicating value
• Assuming "value-added" is creating value
• Assuming “the voice of the customer” will create satisfaction
• Ineffective/Insufficient satisfaction/value-creation communication skills

Increasing your Satisfaction Intelligence opens up countless opportunities to create satisfaction for others and for yourself. 

Personal Benefits: Be a better version of yourself.

• You will learn to become “invaluable” to those to whom you choose to be invaluable in business and your personal life
• When listening or participating in conversations, you will be able to detect lost opportunities to learn and create value, and have the knowledge and communication skills to fill those gaps  
• You create more satisfaction for yourself
• Some relationships will be more satisfying 
• You'll learn more about a person in almost every encounter (my specialty) 
• If you're a "selfie", it may help you be an "unselfie" (this will sting for a bit)
• If you’re a “bully”, it may help you get past that
• I can definitely help build your confidence and skills to connect and engage with people
• If you don’t feel valued, it can help you with that
• If you don’t feel understood, it can help you with that
• You'll learn more about yourself 

Work Benefits

The better you and your organization are at creating value/satisfying, the more opportunities you’ll see, hear and think about (If you think I've communicated this already, you're absolutely right.) 

• A major upgrade to your ability to create value for yourself, co-workers, your business, and your customers
• If you develop business/sell, you improve your ability to sell at a higher margin and to your full capabilities
• If you negotiate, you improve your ability to achieve a mutually satisfying agreement
• If you collaborate at work, people will appreciate you more
• If you have conversations with customers and are measured on quality, I can help you be excellent in this area

Good, outstanding, and exceptional value creators have confidence in their ability to communicate effectively. Their value-creation intelligence (VCI) is high. Anyone can do this because you just need to learn how, be aware, and practice. 

Satisfaction Deficiency (SD) in Business 

Low value-creation intelligence is damaging enough. With SD, we steal value from our company by: 

• Overpromising and tarnishing our reputation. 
• Increasing expenses by creating additional costs to meet buyer expectations.   
• Giving away too much margin in our selling process. 
• Not selling to our full capabilities.
• Losing customers to our competition.
• Prospects /customers show less interest in certain products/services than expected.

Satisfaction Deficiency (SD) hurts all aspects of our lives: 

•  Relationships will be considerably less satisfying than they could be. 

•  We learn considerably less than we could in almost every encounter.

•  We have less useful information to make decisions about nearly everything

•  Our ability to evaluate individuals' intentions, trust, and accountability is underdeveloped 

•  Our likeability factor will be lower than it could be. 

•  We create less satisfaction/value for ourselves.

•  We create less satisfaction/value for others which can reduce our opportunities.

•  We show ourselves as "selfies" and are oblivious to that. 

•  We can be frustrated with people not understanding us. 

•  We want a person/more people to be interested in us. 

•  SD makes it difficult to be the best version of ourselves.

The above can hurt your confidence (belief in yourself and your ability to be comfortable with who you are).

Personally, Here's What I Need to Say About SD

I can assess your knowledge about value and value creation (your ability to satisfy). I can prescribe Key Personal Insights (KPI's based on the assessment results for you to use in conversations. What people don't realize is I assess every connection I have with them. It's what I do. It's what I like to do because I love to learn about this stuff. 

Listening to you in any conversation (recorded is best because I can go back again and again and focus on hundreds of possible insights), enables me to find strengths to compliment and reinforce. Of course, there is no end to what we can improve on. It's my job to prioritize what I know will help you the most. 

There is worse than SD: I call it "unsatisfying." Before, during or after creating value for someone, if our words/actions/behaviors take away from the value that could have been or was created, we have created unsatisfaction. 

Unsatisfying Example

The person you've been hounding forever to take the garbage out may eventually do it, with a pissed off attitude toward you. Yes, the person satisfied you by doing what you asked/demanded, with a cost to your relationship. Like when we eat crap food.  

Communicating Satisfaction/Value Example

Alisha thinks her grandmother's strawberry-rhubarb pie is the best in the world. She shares some with her new boyfriend, believing that she is doing something that will satisfy him. Is she?

A: Like winning the lottery or at the casino - it's possible and highly unlikely. 

First, he may not like pie, rhubarb, or that pie. Second, he may not even want his favorite pie at that moment in time. Third, most people feel one-down when someone gives them something they didn't ask for, and she could have avoided that. Fourth, she sets herself up to be disappointed if he doesn't value her gift. Fifth, if he doesn't agree with her opinion of the pie, it's somewhat of a disappointment. Sixth, if this is how satisfaction is going to be in their relationship - buckle up. 

Inadvertently, what one-person thought would be valuable/satisfying to do turns out to be what I call unsatisfying for both the giver and receiver. In other words, the dial on their satisfaction meter moved slightly toward Not Satisfied for both people.

Why do we make the mistake of thinking we are creating value/satisfaction when we communicate what we think will be satisfying? 

Because with few exceptions this is what we do. It is what we know.

It's more work to create value through understanding - we prefer low effort. Talk is immensely more complicated than we understand. The illusion that talking is simple doesn't encourage us to learn anything new about how we talk.  

Decades of research on self-serving biases tells us we believe we are better than average on most characteristics, when in fact we have no idea where we stand. Satisfying/Value creation is no exception. 

What do you think most people like to talk about? 

A: Themselves and what they want you to know.

This is a huge benefit to good value creators and a total turnoff. 

Regardless of the consequences, few people will make a consistent effort over their lifetime to achieve and maintain a high level of fitness, a healthy diet, ideal body weight, effective communication skills and exceptional value-creation capabilities. Therefore, for those that do, it’s a reliable, sustainable advantage whether they’re competing or not. 

Don't Show Me, Show Me How To

My experience assessing and auditing internal sales training (IST) in over sixty industries taught me: existing IST Programs have very limited content on specifically how to satisfy/create value for their customer, and how that will be measured.  

They also have very limited content – or none - on how to specifically satisfy/create value for their company. The case studies simply present examples of satisfaction, as opposed to training value-creation/satisfaction communication skills to employees. 

Want proof, have your business complete the Satisfaction Exercise for Sales (below).

Want more proof?  Hire me to perform Sia’s Internal Sales Training Assessment. 

How can our business improve our ability to measure and compare our ability to satisfy our business and its customers?  

We work together to create Relevant Competitive/Comparable Advantage Insights (RCAIs), Business Value-Creation Insights (BVCIs) and verify their effectiveness when communicating with existing and potential clients/customers. 

I guide your B2B/B2C sales professionals, executives and sales managers to improve satisfaction (Value-Creation Intelligence (VCI) and reduce Unsatisfaction (Value-Creation Deficiency (VCD). This increases sales revenue with less cost and creates more satisfaction for all involved. Valuable enough to gain a sustainable, reliable competitive/comparable advantage. Follow my guidance and become an Exceptional Satisfaction Creator.