Excellence:Excellence:Innovate Innovate

Or Or diedie Tom Peters/24 March 2011Tom Peters/24 March 2011

Santo DomingoSanto Domingo

ExcellenceExcellence!!

Conrad Conrad Hilton …Hilton …

Conrad Hilton, at a gala Conrad Hilton, at a gala celebrating his career,celebrating his career,

was called to the podium and was called to the podium and

asked,asked, “What were the most important

lessons you’ve learned in your long and

distinguished career?” His immediate answer …His immediate answer …

““remember remember to tuck the to tuck the

shower curtain shower curtain inside the inside the bathtubbathtub.”.”

Safety!Safety!Quality!Quality!

Execution!Execution!ExcellenceExcellence

!!

Excellence1982: The Bedrock “EiExcellence1982: The Bedrock “Eigght Basics”ht Basics”

1. A Bias for 1. A Bias for ActionAction2. Close to the 2. Close to the CustomerCustomer3. 3. AutonomAutonomyy and and EntreEntreppreneurshireneurshipp4. Productivity Through 4. Productivity Through PeoPeopplele5. 5. Hands OnHands On, , Value-DrivenValue-Driven6. 6. Stick toStick to the Knitting the Knitting7. 7. SimSimpplele Form, Form, LeanLean Staff Staff8. Simultaneous 8. Simultaneous Loose-TightLoose-Tight Properties” Properties”

““Breakthrough” 82*Breakthrough” 82*

People! People! CustomersCustomers

! ! Action! Action! Values! Values!

**In Search of ExcellenceIn Search of Excellence

““Mr. Watson, how Mr. Watson, how long does it take to long does it take to

achieve excellence?” achieve excellence?”

““One One minute. …”minute. …”

““One minute. One minute. You You make umake upp yyour mind our mind to never ato never aggain do ain do somethinsomethingg that is that is

not excellentnot excellent.”.”

Excellence.Excellence. Always. Always.

If notIf not Excellence,Excellence, what?what?

If notIf not ExcellenceExcellence now, when?now, when?

““Excellence …Excellence … can be obtained if you:can be obtained if you:

... ... carecare more than others think more than others think is wise;is wise; ... ... riskrisk more than others think more than others think is safe;is safe; ... ... dreamdream more than others think more than others think is practical;is practical; ... ... exexppectect more than others think more than others think is possible.”is possible.”

Source: Anon.Source: Anon. (Posted @ tompeters.com by K.Sriram, November 27, 2006 1:17 AM) (Posted @ tompeters.com by K.Sriram, November 27, 2006 1:17 AM)

The greatest dangerThe greatest dangerfor most of usfor most of us

is not that our aim isis not that our aim istoo hightoo high

and we miss it,and we miss it,but that it isbut that it is

too lowtoo lowand we reach it.and we reach it.

MichelangeloMichelangelo

““Whenever anything Whenever anything is being is being

accomplished, I have accomplished, I have learned, it is being learned, it is being

done by a done by a monomaniac with a monomaniac with a

mission.”mission.” —Peter Drucker

Value AddedValue Added!!

MoreMoreMooreMoore

IBIBMM: : $55B*$55B*

*IBM Global Services/*IBM Global Services/“Systems integrator of choice”“Systems integrator of choice”

MasterCard MasterCard AdvisorsAdvisors

““You are headed You are headed for commodity for commodity

hell if you don’t hell if you don’t have services.”have services.”—Lou Gerstner, on IBM’s coming revolution (1997)—Lou Gerstner, on IBM’s coming revolution (1997)

HuHuggee:: Customer

SatisfactionSatisfaction versus Customer

SuccessSuccess

34342,8002,800

4,000,000+4,000,000+2,500,000+2,500,000+

67671616

““Where do you want Where do you want people to people to endend upup? ? What What three three things things

would you like would you like people to people to dodo? What ? What

would constitute would constitute ‘‘WowWow” success?”” success?”

““Here are the Here are the topics I will talk topics I will talk

about ….”about ….”

““Which of these Which of these topics topics make make ssenseense—or —or don’tdon’t? How ? How

can I tailor ___, ___, can I tailor ___, ___, ___ to y___ to your our needs?”needs?”

““It’s It’s alwaalwayyss showtime.”showtime.”

—David D’Alessandro, Career Warfare

Up,Up, Up,Up, Up, Up,

UpUp

the Value-added Ladder.the Value-added Ladder.

““The leading Indian The leading Indian outsourcers reckon that outsourcers reckon that

the key to their long-term the key to their long-term prosperity is bagging prosperity is bagging ever larger deals and ever larger deals and

movinmovingg ever hi ever higgher uher upp the value chainthe value chain.”.” ——The The

EconomistEconomist/01.11.2003/01.11.2003

Mighty Mighty

MittelstandMittelstand!!

““Mr. Foster and his McKinsey colleagues Mr. Foster and his McKinsey colleagues collected detailed performance data stretching collected detailed performance data stretching

back back 4040 years for years for 1,0001,000 U.S. companies. U.S. companies.

TheTheyy found that found that nonenone ofof

the lon the longg-term survivors mana-term survivors managged ed to outto outpperform the market. Worse, erform the market. Worse, the lonthe longger comer comppanies had been in anies had been in

the database, the worse thethe database, the worse theyy did did.”.”

—Financial Times—Financial Times

““Data drawn from the real world Data drawn from the real world attest to a fact that is beyond attest to a fact that is beyond

our control:our control: Everything in existence tends to deteriorate.”

—Norberto Odebrecht, —Norberto Odebrecht, Education Through WorkEducation Through Work

#4 Japan#4 Japan#3 USA#3 USA

#2 China#2 China

#1 #1 GermanyGermany

MittELstandMittELstand* * ****

**“agile creatures darting between the legs of“agile creatures darting between the legs of the multinational monsters"the multinational monsters" ((Bloomberg BusinessWeek, Bloomberg BusinessWeek, 10.10)10.10)

**E.g. Goldmann Produktion**E.g. Goldmann Produktion

Retail Superstars: Retail Superstars: Inside the 25 Best Inside the 25 Best

Independent Independent Stores in Stores in

AmericaAmerica —by George Whalin—by George Whalin

Jungle Jim’s International Market, Fairfield, Jungle Jim’s International Market, Fairfield,

Ohio:Ohio: “An adventure in “An adventure in ‘‘shoshoppppertainmentertainment,’,’ as as

Jungle Jim’s call it, begins in the parking lot Jungle Jim’s call it, begins in the parking lot and goes and goes

on to on to 1,600 cheeses1,600 cheeses and, yes, and, yes, 1,400 1,400 varieties of hot saucevarieties of hot sauce —not to mention —not to mention

12,000 wines priced from $8 to $8,00012,000 wines priced from $8 to $8,000 a a

bottle; all this is brought to you by bottle; all this is brought to you by 4,000 4,000 vendorsvendors.. Customers come from every corner of the Customers come from every corner of the globe.” globe.”

Bronner’s Christmas Wonderland, Bronner’s Christmas Wonderland, Frankenmuth, Michigan, pop 5,000:Frankenmuth, Michigan, pop 5,000: 98,000-98,000-square-footsquare-foot “shop” features the likes of “shop” features the likes of 6,000 6,000 Christmas ornaments, 50,000 trimsChristmas ornaments, 50,000 trims, and , and anything else you can name if it pertains to Christmas.anything else you can name if it pertains to Christmas.

Source: George Whalin, Source: George Whalin, Retail SuperstarsRetail Superstars

““Be the Be the best. It’s best. It’s the only the only market market

that’s not that’s not crowded.”crowded.”

TGRTGRss!!

Conveyance: Kingfisher Air Conveyance: Kingfisher Air Location: Approach to New DelhiLocation: Approach to New Delhi

““May I clean May I clean your glasses, your glasses,

sir?”sir?”

Stew’s fish Stew’s fish storystory

<TG<TGWWandand … …

>TG>TGRR[Things Gone [Things Gone WRONGWRONG-Things Gone -Things Gone RIGHTRIGHT]]

Bag sizes = New markets:Bag sizes = New markets:

$B$BSource: PepsiCoSource: PepsiCo

Women RuleWomen Rule!!

““Forget Forget ChinaChina, , IndiaIndia and the and the InternetInternet: :

Economic Growth Is Economic Growth Is Driven by Driven by

WomenWomen.”.”

Source: Headline, Economist

W W == 25T 25T >> 2(C 2(C + I)+ I)**

*Women = $25 trillion > twice China + India combined*Women = $25 trillion > twice China + India combined

““Women areWomen are thethe majority majority

market”market” —Fara Warner/—Fara Warner/The Power of the PurseThe Power of the Purse

Women as Decision Makers/Various sourcesWomen as Decision Makers/Various sources

Home Furnishings … Home Furnishings … 94%94%Vacations … Vacations … 92%92% (Adventure Travel … 70%/ $55B travel equipment)(Adventure Travel … 70%/ $55B travel equipment)

Houses … Houses … 91%91%D.I.Y. D.I.Y. (major “home projects”)(major “home projects”) … … 80%80%

Consumer Electronics … Consumer Electronics … 51%51% (66% home computers)(66% home computers)

Cars … Cars … 68%68% (influence (influence 90%90%))

AllAll consumerconsumer p purchasesurchases … … 83%83%

Bank Account … Bank Account … 89%89%Household investment decisions … Household investment decisions … 67%67%Small business loans/biz starts … Small business loans/biz starts … 70%70%

Health Care … Health Care … 80%80%

**Women Women decidedecide..**Women Women savesave..**Women Women ssppendend..**Women Women rulerule..

*Women *Women decidedecide*Women *Women savesave*Women *Women ssppendend*Women *Women rulerule

**In the In the develodeveloppeded world world**In the In the develodeveloppining worldg world**The trend is The trend is acceleratinacceleratingg

The TV remote control!

**Safety! Safety! (Thanks, China.)(Thanks, China.)

**Quality!/Freshness!Quality!/Freshness!**Nutritious!Nutritious!**Green!/Organic!Green!/Organic!**Attractive!/Packaging!Attractive!/Packaging!**A Great Story!A Great Story!

LoveLove!!

““The sun is setting on the Information Society—The sun is setting on the Information Society—even before we have fully adjusted to its even before we have fully adjusted to its

demands as individuals and as companies. We demands as individuals and as companies. We have lived as hunters and as farmers, we have have lived as hunters and as farmers, we have

worked in factories and now we live in an worked in factories and now we live in an information-based society whose icon is the information-based society whose icon is the

computer. computer. We stand facinWe stand facingg the fifth the fifth kind of societkind of societyy: the Dream : the Dream

SocietSociety.y. … Future products will have to … Future products will have to

appeal to our hearts, not to our heads. appeal to our hearts, not to our heads. Now Now is the time to add emotional is the time to add emotional

value to value to pproducts and servicesroducts and services.”.”

Rolf Jensen/ Rolf Jensen/The Dream Society: How the Coming Shift from The Dream Society: How the Coming Shift from Information to Imagination Will Transform Your BusinessInformation to Imagination Will Transform Your Business

““We are in the twilight of a society based on data. As We are in the twilight of a society based on data. As information and intelligence become the domain of information and intelligence become the domain of computers, society will place more value on the one computers, society will place more value on the one human ability that cannot be automated: emotion. human ability that cannot be automated: emotion.

Imagination, myth, ritual - the language of emotion - will Imagination, myth, ritual - the language of emotion - will affect everything from our purchasing decisions to how affect everything from our purchasing decisions to how

we work with others.we work with others. ComComppanies anies will thrive on the basis will thrive on the basis

of their stories and of their stories and mmyythsths.. Companies will need to understand that Companies will need to understand that

their products are less important than their stories.”their products are less important than their stories.”

—Rolf Jensen, Copenhagen Institute for Future Studies—Rolf Jensen, Copenhagen Institute for Future Studies

Best Best story story wins!wins!

Kevin Roberts:Kevin Roberts:

LovemarLovemar

ksks!!

““When I first suggested that When I first suggested that LoveLove was the way was the way to transform business, grown CEOs blushed and to transform business, grown CEOs blushed and slid down behind annual accounts. But I kept at slid down behind annual accounts. But I kept at

them. I knew it was them. I knew it was LoveLove that was missing. that was missing.

I knew that I knew that LoveLove was the only way to ante up was the only way to ante up the emotional temperature and create the new the emotional temperature and create the new

kinds of relationships brands needed. I knew that kinds of relationships brands needed. I knew that

Love Love was the only way business could was the only way business could

respond to the rapid shift in control to consumers.”respond to the rapid shift in control to consumers.” —Kevin Roberts/—Kevin Roberts/LovemarksLovemarks

““Starbucks had become Starbucks had become operationally driven, operationally driven, about efficiency as about efficiency as

opposed to the opposed to the romanceromance. We’d lost the . We’d lost the soulsoul of the company.” of the company.”

—Howard Schultz on Starbucks’ problems which—Howard Schultz on Starbucks’ problems which caused him to reclaim the CEO job (HS calls his caused him to reclaim the CEO job (HS calls his

association with Starbucks association with Starbucks ““aa lovelove storstory.”y.”

RomanceRomanceSoulSoul

Love storyLove story

It takes a tough It takes a tough man to make a man to make a

tender chicken!tender chicken!***Perdue Farms/Salisbury Maryland/*Perdue Farms/Salisbury Maryland/

Frank [a learning “maniac”] and Jimmy PerdueFrank [a learning “maniac”] and Jimmy Perdue

**Safety!Safety!**Quality!/Freshness!Quality!/Freshness!**Nutritious!Nutritious!**Green!/Organic!Green!/Organic!**Attractive!/Packaging!Attractive!/Packaging!**A Great Story!A Great Story!

““Women don’t ‘buy’ Women don’t ‘buy’

brands. brands. They They ‘‘join’ join’

themthem.”.”—Faith Popcorn, —Faith Popcorn, EVEolutionEVEolution

Purchasing Patterns

WomenWomen:: Harder to convince; more loyal once convinced..

MenMen:: Snap decision; fickle..

Source: Martha Barletta, Marketing to Women

People FirstPeople First!! People First People First!! People FirstPeople First!! People FirstPeople First!! People FirstPeople First!!

““You have to You have to treat your treat your

employees like employees like customers.”customers.” —Herb —Herb

Kelleher, upon being asked his “secret to success”Kelleher, upon being asked his “secret to success”

Source: Joe Nocera, Source: Joe Nocera, NYTNYT, “Parting Words of an Airline Pioneer,” , “Parting Words of an Airline Pioneer,” on the occasion of Herb Kelleher’s retirement after 37 years at on the occasion of Herb Kelleher’s retirement after 37 years at

Southwest Airlines Southwest Airlines (SWA’s pilots union took out a full-page ad in USA (SWA’s pilots union took out a full-page ad in USA Today Today

thanking HK for all he had done) thanking HK for all he had done) ; across the way in Dallas, American ; across the way in Dallas, American Airlines’ pilots were Airlines’ pilots were picketingpicketing AA’s Annual Meeting)AA’s Annual Meeting)

"If you want staff to "If you want staff to give great service, give great service, give great service to give great service to staff."staff." —Ari Weinzweig, Zingerman's

““Business has to Business has to give people give people enriching, enriching,

rewarding lives … rewarding lives … or it's simor it's simppllyy not not

worth doinworth doing.”g.” —Richard Branson—Richard Branson

Evaluating people Evaluating people = #1 differentiator= #1 differentiator

Source: Jack Welch/Jeff Immelt on GE’s Source: Jack Welch/Jeff Immelt on GE’s #1#1

strategic skill (strategic skill (!!!!!!!!))

““We believe companies can increase their market cap We believe companies can increase their market cap 50 percent in 3 years. Steve Macadam at Georgia-50 percent in 3 years. Steve Macadam at Georgia-

Pacific …Pacific … changed changed 2020 of his of his

4040 box plant managers box plant managers to put more talented, to put more talented,

higher paid managers in higher paid managers in charge.charge. He increased profitability from He increased profitability from

$$2525 million to million to $$8080 million in million in 22

years.”years.”

—Ed Michaels, —Ed Michaels, War for TalentWar for Talent

< CAPEX< CAPEX> People!> People!

No company ever No company ever Expended too Expended too

much much thoughtthought//EffortEffort/ / $$$$$$$$ on training! on training!**

**ESPECIALLYESPECIALLY … small company … small company

Luiza Helena, Luiza Helena, Magazine LuizaMagazine Luiza

… … no less than no less than CathedralsCathedrals

in which the full and in which the full and awesome power of the awesome power of the

Imagination and Spirit and Imagination and Spirit and native Entrepreneurial flairnative Entrepreneurial flair

of diverse individualsof diverse individuals is is unleashed in passionate unleashed in passionate pursuit of … pursuit of … ExcellenceExcellence..

Try ItTry It ! !Try ItTry It!!Try ItTry It!!

““This is so simple it sounds stupid, but it is This is so simple it sounds stupid, but it is amazing how few oil people really amazing how few oil people really

understand thatunderstand that you only you only find oil if you find oil if you drill wellsdrill wells.. You may You may

think you’re finding it when you’re drawing think you’re finding it when you’re drawing maps and studying logs, but you have to maps and studying logs, but you have to

drill.”drill.”

Source: The HuntersSource: The Hunters, by John Masters, , by John Masters, wildly successful Canadian Oil & Gas wildcatterwildly successful Canadian Oil & Gas wildcatter

READY.READY.FIRE!FIRE!AIM.AIM.

H. Ross Perot (vs H. Ross Perot (vs ““Aim! Aim! Aim!”Aim! Aim! Aim!” /EDS vs GM/1985)/EDS vs GM/1985)

11/45/45

Try It.Try It.Try It.Try It.Try It.Try It.Try It.Try It.Try It.Try It.Try It.Try It.Try It.Try It.Try It.Try It.Try It.Try It.Try It.Try It.Try It.Try It.Try It.Try It.Try It.Try It.Try It.Try It.Try It.Try It.Try It.Try It.Try It.Try It.Try It.Try It.Try It.Try It.Try It.Try It.Try It.Try It.Try It.Try It.Try It.Try It.Try It.Try It.Try It.Try It.Try It.Try It.

In Search of ExcellenceIn Search of Excellence /1982: /1982: The Bedrock “Eight Basics”The Bedrock “Eight Basics”

1. 1. A Bias for ActionA Bias for Action2. Close to the Customer2. Close to the Customer3. Autonomy and Entrepreneurship3. Autonomy and Entrepreneurship4. Productivity Through People4. Productivity Through People5. Hands On, Value-Driven5. Hands On, Value-Driven6. Stick to the Knitting6. Stick to the Knitting7. Simple Form, Lean Staff7. Simple Form, Lean Staff8. Simultaneous Loose-Tight8. Simultaneous Loose-Tight Properties Properties

““ExperimenExperiment t

fearlessly”fearlessly”Source: BusinessWeek, “Type A Organization Strategies:

How to Hit a Moving Target”—Tactic #1Tactic #1

““The secret to having The secret to having good ideas is to have good ideas is to have a lot of ideas, then a lot of ideas, then throw the bad ones throw the bad ones

away.”away.” —Linus Pauling

““Intelligent people Intelligent people can always come up can always come up

with intelligent with intelligent reasons … reasons … to do nothing.”.” —Scott Simon—Scott Simon

““Fail.Fail. Forward. Forward.

Fast.”Fast.”High Tech CEO/Pennsylvania

“Fail faster. “Fail faster. Succeed Sooner.”Succeed Sooner.”

David Kelley/IDEO

““RewardReward excellent failures.

PunishPunish mediocre successes.”

—Phil Daniels, Sydney exec

““No man ever No man ever became great became great

except through except through many and great many and great

mistakes.”mistakes.” —William Gladstone—William Gladstone

(from (from Timeless WisdomTimeless Wisdom, compiled by Gary Fenchuk) , compiled by Gary Fenchuk)

Success 101:Success 101: ““Whoever Whoever tries the most stuff and tries the most stuff and most ramost rappidlidlyy launches launches

the next trthe next tryy wins. wins. ‘Forward failures’ are ‘Forward failures’ are not to be ‘tolerated,’ not to be ‘tolerated,’

thetheyy are to be are to be celebratedcelebrated.”.”

““You miss You miss

100100%%

of the shots of the shots you never you never

take.”take.” —Wayne—Wayne GretzkyGretzky

ExecutionExecution!!

““remember remember to tuck the to tuck the

shower curtain shower curtain inside the inside the bathtubbathtub””

““Execution Execution isis strategy.”strategy.”

—Fred Malek—Fred Malek

““ExecutionExecution is is thethe jobjob of the of the

businessbusiness leaderleader.”.”—Larry Bossidy—Larry Bossidy & Ram

Charan/ Execution: The Discipline of Getting Things Done

Sports:Sports: You beat You beat yourself!yourself!

““The person who is a little less conceptualThe person who is a little less conceptual but is absolutely determined to succeed will but is absolutely determined to succeed will

usually find the right people and achieve usually find the right people and achieve objectives. I’m not knocking education or objectives. I’m not knocking education or

looking for dumb people. looking for dumb people. But if But if yyou have to ou have to choose between someone with an elite choose between someone with an elite

education who’s education who’s ggliding alonliding alongg, and someone , and someone with less education but who is absolutelwith less education but who is absolutelyy determined to succeed, determined to succeed, yyou’llou’ll alwaalwayyss dodo

better with the 2better with the 2ndnd ppersonerson.”.”

“I saw that leaders placed too much emphasis “I saw that leaders placed too much emphasis on high-level strategy, on philosophizing,and on high-level strategy, on philosophizing,and not enough on implementationnot enough on implementation.. PeoPeopple would le would

aaggree on a ree on a pproject and then nothinroject and then nothingg would would

come of itcome of it.”.” Source: Larry Bossidy, Source: Larry Bossidy, EXECUTIONEXECUTION

““The art of war does not The art of war does not require complicated require complicated

maneuvers; the simplest are maneuvers; the simplest are the best and common sense is the best and common sense is fundamental. From which one fundamental. From which one

might wonder how it is might wonder how it is

generals make blunders; generals make blunders; itit is because theis because theyy tr tryy to to

be cleverbe clever.”.” —Napoleon—Napoleon

““Costco figured out Costco figured out the the bigbig,, simplesimple things things

and and executedexecuted with with total total fanaticismfanaticism.”.”

—Charles Munger, Berkshire Hathaway

MBWAMBWA!!

2255

MBWMBWAA

Managing By Wandering Around/Managing By Wandering Around/HPHP

How are you How are you going to going to

make … make … thethe nextnext 1515

minutesminutes … …

matter???matter???

““I am a I am a dispenser of dispenser of

enthusiasm.”enthusiasm.”

—Ben Zander—Ben Zander

“Make it fun to work at your Make it fun to work at your agency. … Encourage agency. … Encourage

exuberance.exuberance. Get rid Get rid of sad dogs of sad dogs who spread who spread doom.”doom.” —David Ogilvy—David Ogilvy

ListeningListening!!

““The doctor The doctor interruptsinterrupts after …*after …*

*Source: Jerome Groopman, *Source: Jerome Groopman, How Doctors ThinkHow Doctors Think

18 18 ……

18 … 18 … secondsseconds!!

[An [An obsessionobsession with] Listening is ... the ultimate mark with] Listening is ... the ultimate mark

of of RespectRespect..

Listening is ... the heart and soul of Listening is ... the heart and soul of EngagementEngagement..Listening is ... the heart and soul of Listening is ... the heart and soul of KindnessKindness..Listening is ... the heart and soul of Listening is ... the heart and soul of ThoughtfulnessThoughtfulness..Listening is ... the basis for true Listening is ... the basis for true CollaborationCollaboration..Listening is ... the basis for true Listening is ... the basis for true PartnershipPartnership..Listening is ... a Listening is ... a Team SportTeam Sport..Listening is ... a Listening is ... a Developable Individual SkillDevelopable Individual Skill.* .* (*Though women (*Though women are are farfar better at it than men.) better at it than men.)

Listening is ... the basis forListening is ... the basis for CommunityCommunity..Listening is ... the bedrock of Listening is ... the bedrock of Joint Ventures that workJoint Ventures that work..Listening is ... the bedrock of Listening is ... the bedrock of Joint Ventures thatJoint Ventures that growgrow..Listening is ... the core of Listening is ... the core of effective Cross-functional effective Cross-functional CommunicationCommunication* * (*Which is in turn Attribute #1 of (*Which is in turn Attribute #1 of organizational effectiveness.)organizational effectiveness.)

[cont.][cont.]

Listening is ... the engine of Listening is ... the engine of superior superior EXECUTIONEXECUTION..Listening is ... the key to Listening is ... the key to making the making the SaleSale..Listening is ... the key to Listening is ... the key to Keeping the Customer’s BusinessKeeping the Customer’s Business..Listening is ... Listening is ... ServiceService..Listening is ... the engine of Listening is ... the engine of Network developmentNetwork development..Listening is ... the engine of Listening is ... the engine of Network maintenanceNetwork maintenance..Listening is ... the engine of Listening is ... the engine of Network expansionNetwork expansion..Listening is ... Listening is ... Social Networking’s “secret weapon.”Social Networking’s “secret weapon.”Listening is ... Listening is ... LearningLearning..Listening is ... the Listening is ... the sine qua non of sine qua non of RenewalRenewal..Listening is ... the Listening is ... the sine qua non of sine qua non of CreativityCreativity..Listening is ... the Listening is ... the sine qua non of sine qua non of InnovationInnovation..Listening is ... the core of Listening is ... the core of taking diverse opinions aboardtaking diverse opinions aboard..Listening is ... Listening is ... StrategyStrategy..Listening is ... Listening is ... Source #1 of “Value-addedSource #1 of “Value-added.”.”Listening is ... Listening is ... Differentiator #1Differentiator #1..Listening is ... Listening is ... ProfitableProfitable.*.* (*The “R.O.I.” from listening is higher than(*The “R.O.I.” from listening is higher than from any other single activity.)from any other single activity.)

Listening is … the bedrock which underpins a Listening is … the bedrock which underpins a Commitment toCommitment to EXCELLENCEEXCELLENCE

Message:Message: Listening is a Listening is a … …

professionprofession!!

LittleLittle BIGBIG

ThingsThings!!

““Courtesies of a small Courtesies of a small and trivial character are and trivial character are

the ones which strike the ones which strike deepest in the grateful deepest in the grateful

and appreciating heart.”and appreciating heart.”

—Henry Clay,American Statesman (1777-1852)

K = R = K = R = PP

Kindness = Repeat business = Profit.Kindness = Repeat business = Profit.

K = R = P/Kindness = Repeat business = ProfitK = R = P/Kindness = Repeat business = Profit

Kindness:Kindness:

Kind.Kind.Thoughtful.Thoughtful.Decent. Decent. Caring. Caring. Attentive.Attentive.Engaged.Engaged.Listens well/obsessively.Listens well/obsessively.Appreciative.Appreciative.Open.Open.Visible.Visible.Honest.Honest.Responsive.Responsive.On time all the time.On time all the time.Apologizes with dispatch for screwups.Apologizes with dispatch for screwups.““Over”-reacts to screwups of any magnitude.Over”-reacts to screwups of any magnitude.““Professional” in all dealings.Professional” in all dealings.Optimistic.Optimistic.Understands that kindness to staff breeds kindness to Understands that kindness to staff breeds kindness to others/outsiders.others/outsiders.Applies throughout the “supply chain.”Applies throughout the “supply chain.”Applies to 100% of customer’s staff.Applies to 100% of customer’s staff.Explicit part of values statement.Explicit part of values statement.Basis for evaluation of 100% of our staff.Basis for evaluation of 100% of our staff.

"Appreciative words are "Appreciative words are the most powerful forcethe most powerful force

for good on earth.”for good on earth.”——George W. Crane, physician, columnistGeorge W. Crane, physician, columnist

““The two most powerful The two most powerful things in existence: things in existence: a kind word and a a kind word and a

thoughtful gesture.” thoughtful gesture.” ——Ken Langone, co-founder, Home DepotKen Langone, co-founder, Home Depot

““I regard I regard aappoloologgizinizing as the g as the most magical, healing, most magical, healing,

restorative gesture human restorative gesture human beings can make. It is the beings can make. It is the

centercenterppieceiece of my work with of my work with executives who want to get executives who want to get better.”better.” —Marshall Goldsmith—Marshall Goldsmith, What Got You , What Got You

Here Won’t Get You There: How Successful People BecomeHere Won’t Get You There: How Successful People Become Even More Successful. Even More Successful.

Relationships (of all varieties): THERE THERE ONCE WAS A TIME WHEN A ONCE WAS A TIME WHEN A

THREETHREE--MINUTEMINUTE PHONEPHONE CALLCALL WOULD HAVE AVOIDED WOULD HAVE AVOIDED

SETTING OFF THE DOWNWARD SETTING OFF THE DOWNWARD SPIRAL THAT RESULTED IN A SPIRAL THAT RESULTED IN A

COMPLETE RUPTURE.COMPLETE RUPTURE.**

*divorce, loss of a BILLION $$$ aircraft sale, etc., etc.*divorce, loss of a BILLION $$$ aircraft sale, etc., etc.

THE PROBLEM IS THE PROBLEM IS RARELY/RARELY/NEVERNEVER THE THE

PROBLEM. THEPROBLEM. THE

RESPONSERESPONSE TO THE TO THE PROBLEM INVARIABLY PROBLEM INVARIABLY ENDS UP BEING THE ENDS UP BEING THE

REAL PROBLEMREAL PROBLEM.***PERCEPTION IS ALL THERE IS!PERCEPTION IS ALL THERE IS!

ComebackComeback[big, quick response][big, quick response]

>>>>PerfectionPerfection

WOWWOW

!!

Zappos 10 Corporate ValuesZappos 10 Corporate Values

Deliver Deliver “WOW!”“WOW!” through through

service.service.Embrace and drive change.Embrace and drive change.Create fun and a little weirdness.Create fun and a little weirdness.Be adventurous, creative and open-minded.Be adventurous, creative and open-minded.Pursue growth and learning.Pursue growth and learning.Build open and honest relationships withBuild open and honest relationships with communication.communication.Build a positive team and family spirit.Build a positive team and family spirit.Do more with less.Do more with less.Be passionate and determined.Be passionate and determined.Be humble.Be humble.

Source: Source: Delivering HappinessDelivering Happiness, Tony Hsieh, CEO, Zappos.com, Tony Hsieh, CEO, Zappos.com

““You can’t behave You can’t behave in a calm, rational in a calm, rational manner. You’ve got manner. You’ve got to be out there on to be out there on the the lunaticlunatic frinfringgee.”.”

— Jack Welch— Jack Welch

““We are crazy. We should do We are crazy. We should do something when people say something when people say

it is ‘crazy.’it is ‘crazy.’ If people If people say something is say something is ‘good’, it means ‘good’, it means someone else is someone else is

already doing it.”already doing it.”—Hajime Mitarai, Canon—Hajime Mitarai, Canon

Kevin Roberts’ CredoKevin Roberts’ Credo

11. Ready. Fire! Aim.. Ready. Fire! Aim.2. If it ain’t broke ... Break it!2. If it ain’t broke ... Break it!3. Hire crazies.3. Hire crazies.4. Ask dumb questions.4. Ask dumb questions.5. Pursue failure.5. Pursue failure.6. Lead, follow ... or get out of the way!6. Lead, follow ... or get out of the way!7. Spread confusion.7. Spread confusion.8. Ditch your office.8. Ditch your office.9. Read odd stuff.9. Read odd stuff.

10. Avoid moderationAvoid moderation!!

On ADMIRAL HORATIO NELSON*:On ADMIRAL HORATIO NELSON*: “[other] “[other] admirals more admirals more frightened of frightened of losing than losing than

anxious to win”anxious to win”*Andrew Lambert,*Andrew Lambert, Nelson: Britannia’s God of War Nelson: Britannia’s God of War

Wow!Wow!

Excellence.Excellence. Always. Always.

If notIf not Excellence,Excellence, what?what?

If notIf not ExcellenceExcellence now, when?now, when?