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Excellence. Always. “Hard” is Soft. “Soft” is Hard. The “small” courtesies. Competitive Advantage #1 . Tom Peters 25 Nov

Excellence. Always. “Hard” is Soft. “Soft” is Hard. The “small” courtesies. Competitive Advantage #1 . Tom Peters 25 November 2009 (Annotated). “Courtesies of a small and trivial character are the ones which strike deepest in the grateful and appreciating heart.” —Henry Clay.

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Excellence. Always. “Hard” is Soft. “Soft” is Hard. The “small” courtesies. Competitive Advantage #1 . Tom Peters 25 Nov

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  1. Excellence. Always. “Hard” is Soft. “Soft” is Hard. The “small” courtesies. Competitive Advantage #1. Tom Peters 25 November 2009 (Annotated)

  2. “Courtesies of a small and trivial character are the ones which strike deepest in the grateful and appreciating heart.”—Henry Clay

  3. New book due in February. The Little BIG Things. Toughest part of “writing” is choosing the epigraph. This is it. Perfect by my lights. What follows is a straightforward explication of Mr. Clay’s words.

  4. #1

  5. “The doctor interrupts after …* *Source: Jerome Groopman, How Doctors Think

  6. Keep this in mind.

  7. #2

  8. MBWA

  9. “Discovered” this at HP in 1978 Managing By Wandering Around. A good idea. But more than that, a metaphor for “staying in touch”—tough for a boss, particularly as she goes up the hierarchy.

  10. Sunday “Drive By”:The CEO of a very successful mid-sized bank, in the Mid-west, attended a seminar of mine in Northern California in the mid-80s—but I remember the following as if it were yesterday. I’ve forgotten the specific context, but I recall him saying to me, pretty much word for word,“Tom let me tell you the definition of a good lending officer. After church on Sunday, on the way home with his family, he takes a little detour to drive by the factory he just lent money to. Doesn’t go in or any such thing, just drives by and takes a look.”

  11. Explains a lot of the sub-prime crisis. No “MBWA.”

  12. #3

  13. Hard Is SoftSoft Is Hard

  14. The signature of … In Search of Excellence. See the next slide for a shorthand explanation.

  15. Hard Is Soft (Plans, #s)Soft Is Hard (people, customers, values, relationships)

  16. !!!

  17. #4

  18. “The doctor interrupts after …* *Source: Jerome Groopman, How Doctors Think

  19. The patient is the best source of information. Sooo …

  20. 18seconds

  21. Shame on docs. True enough. But most managers are equally indictable on this charge!!! Are you an “18-second manager”? I’d put money on it in 5 cases out of 7.

  22. [An obsession with] Listening is ... the ultimate mark of Respect. Listening is ... the heart and soul of Engagement. Listening is ... the heart and soul of Kindness. Listening is ... the heart and soul of Thoughtfulness. Listening is ... the basis for true Collaboration. Listening is ... the basis for true Partnership. Listening is ... a Team Sport. Listening is ... a Developable Individual Skill.* (*Though women are far better at it than men.) Listening is ... the basis for Community. Listening is ... the bedrock of Joint Ventures that work. Listening is ... the bedrock of Joint Ventures thatlast. Listening is ... the core of effective Cross-functional Communication* (*Which is in turn Attribute #1 of organizational effectiveness.) Listening is ... the engine of superior EXECUTION. Listening is ... the key to making the Sale. Listening is ... the key to Keeping the Customer’s Business. Listening is ... the engine of Network development. Listening is ... the engine of Network maintenance. Listening is ... the engine of Network expansion. Listening is ... Learning. Listening is ...the sine qua non of Renewal. Listening is ...the sine qua non of Creativity. Listening is ...the sine qua non of Innovation. Listening is ... the core of taking Diverse opinions aboard. Listening is ... Strategy. Listening is ... Source #1 of “Value-added.” Listening is ... Differentiator #1. Listening is ... Profitable.* (*The “R.O.I.” from listening is higher than from any other single activity.) Listening underpins ... Commitment to EXCELLENCE

  23. The power of listening is … limitless. Read—and ponder—this list very carefully.

  24. [An obsession with] Listening is ... the ultimate mark of Respect. Listening is ... the heart and soul of Engagement. Listening is ... the heart and soul of Kindness. Listening is ... the heart and soul of Thoughtfulness. Listening is ... the basis for true Collaboration. Listening is ... the basis for true Partnership. Listening is ... a Team Sport. Listening is ... a Developable Individual Skill.* (*Though women are far better at it than men.) Listening is ... the basis for Community. Listening is ... the bedrock of Joint Ventures that work. Listening is ... the bedrock of Joint Ventures thatlast. Listening is ... the core of effective Cross-functional Communication* (*Which is in turn Attribute #1 of organizational effectiveness.) [cont.]

  25. Listening is ... the engine of superior EXECUTION. Listening is ... the key to making the Sale. Listening is ... the key to Keeping the Customer’s Business. Listening is ... the engine of Network development. Listening is ... the engine of Network maintenance. Listening is ... the engine of Network expansion. Listening is ... Social Networking’s “secret weapon.” Listening is ... Learning. Listening is ... the sine qua non of Renewal. Listening is ... the sine qua non of Creativity. Listening is ... the sine qua non of Innovation. Listening is ... the core of taking Diverse opinions aboard. Listening is ... Strategy. Listening is ... Source #1 of “Value-added.” Listening is ... Differentiator #1. Listening is ... Profitable.*(*The “R.O.I.” from listening is higher than from any other single activity.) Listening is … the bedrock which underpins a Commitment to EXCELLENCE

  26. *Listening is of the utmost … strategic importance!*Listening is a proper … core value! *Listening is … trainable!*Listening is a … profession!

  27. This is not just an exhortation, “Hey, listen.” I’m suggesting that listening become a pre-occupation. That it be no less than the whole-damn-organization’s trademark.

  28. Listen = “Profession” = Study = practice = evaluation = Enterprise value

  29. Listen! • Listening Leaders: The Ten Golden Rules To Listen, Lead & Succeed—Lyman Steil and Richard Bommelje • The Zen of Listening—Rebecca Shafir • Effective Listening Skills—Dennis Kratz and Abby Robinson Kratz • Are You Really Listening?—Paul Donoghue and Mary Siegel • Active Listening: Improve Your Ability to Listen and Lead—Michael Hoppe • Listening: The Forgotten Skill —Madelyn Burley-Allen

  30. Yes you can! That is, you can study “this stuff.”

  31. #4A

  32. Message: Listening is a … profession!

  33. Just like becoming a professional musician. Or a neurosurgeon.

  34. #4B

  35. Listen = Profession = Study = practice = evaluation =Enterprise value:"We listen intently to and fully engage all with whom we work."

  36. Core value #1. No kidding.

  37. #4C

  38. “You can make more friends in two months by becoming interested in other people than you can in two years by trying to get other people interested in you.”—Dale Carnegie

  39. Another [key] byproduct of listening-engaging.

  40. #4D

  41. “The capacity to develop close and enduring relationships is the mark of a leader. Unfortunately, many leaders of major companies believe their job is to create the strategy, organization structure and organizational processes—then they just delegate the work to be done, remaining aloof from the people doing the work.”—Bill George, Authentic Leadership

  42. Listening. The key to/cornerstone of every relationship. Superior relationships … the key to, literally, everything!

  43. “Allied commands depend on mutual confidence [and this confidence] is gained, above all through the development offriendships.” —General D.D. Eisenhower, Armchair General* (05.08)*“Perhaps his most outstanding ability [at West Point] was the ease with which he made friends and earned the trust of fellow cadets who came from widely varied backgrounds; it was a quality that would pay great dividends during his future coalition command

  44. Listening In effect, Eisenhower’s principal “weapon” as coalition leader.

  45. R.O.I.R.

  46. Return On Investment In Relationships

  47. The idea here is to think directly about your “investment” in relationship building and maintenance.

  48. #4E

  49. The Real World’s “Little” Rule Book Ben/tea Norm/tea DDE/make friends WFBuckley/make friends-help friends Gust/Suck down Charlie/poker pal-BOF Edward VII/dance-flatter-mingle-learn the language Vladimir Putin/birthday party of outgroup guy’s wife CIO/finance network ERP installer/consult-“one line of code” GE Energy/make friends risk assessment GWB/check the invitation list GHWB/T-notes Hank/60 calls MarkM/5K-5M Delaware/show up Oppy/snub Lewis Strauss NM/smile -$4.3T/tin ear tp.com/Big 4-What do you think? Women/genes Banker/after church Total Bloody Mess/Can they pay back the loan?

  50. No detailed explanation forthcoming. Sorry. It is, in full, a series of stories of “little” “relationship” things—that literally changed the world. E.g., a whirlwind 96-hour “social” visit to Paris by King Edward VII which paved the way to a British-French entente which determined the outcome of World War I.

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