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Explore key lessons in excellence and effective execution shared by industry experts, from leadership insights to customer service strategies. Discover how focusing on contributions, talent development, and customer satisfaction can lead to long-term success.
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LONG Tom Peters’ Re-Imagine: Excellence NOW Achieve Greatness/IASA2012/San Diego/04 June 2012 (slides @ tompeters.com and excellencenow.com)
ConradHilton, at a gala celebrating his career, was called to the podium and asked,“What were the most important lessons you learned in your long and distinguished career?”His answer …
You get ’em in the door with “location, location, location”—and a terrific architect. You keep ’em coming back with the tucked in shower curtain!**Profit rarely comes from transaction #1; it is a byproduct of transaction #2, #3, #4 …
“When assessing candidates, the first thing I looked for was energy and enthusiasm for execution: Does she talk about the thrill of getting things done, the obstacles overcome, the role her people played—or does she keep wandering back to strategy or philosophy?”—Larry Bossidy, Execution
WOW!!Observed closely: The use of“I”or“we”during a job interview. Source: Leonard Berry & Kent Seltman, chapter 6, “Hiring for Values,” Management Lessons From Mayo Clinic
“The head of one of the large management consulting firms asks [members of a client organization, ‘And what do you do that justifies your being on the payroll?’ The great majority answer, ‘I run the accounting department,’ or ‘I am in charge of the sales force’ … Only a few say, ‘It’s my job to give our managers the information they need to make the right decisions,’ or ‘I am responsible for finding out what products the customer will want tomorrow.’ The man who focuses on efforts and stresses his downward authority is a subordinate no matter how exalted his rank or title.But the man who focuses on contributions and who takes responsibility for results, no matter how junior, is in the most literal sense of the phrase, ‘top management.’ He holds himself responsible for the performance of the whole.”—Peter Drucker
Operationalizing: It’s Gotta Add up!(1) sum of Projects = Goal (“Vision”)(2) sum of Milestones = On-time project(3) rapid Review + Truth-telling = accountability
“Costco figured out the big,simple things and executedwith total fanaticism.”—Charles Munger, Berkshire Hathaway
People First! People Second ! People Third! People Fourth! People Fifth! People Sixth!
“Business has to give people enriching, rewarding lives … or it's simply not worth doing.” —Richard Branson
“You have to treat your employees like customers.”—Herb Kelleher, upon being asked his “secret to success”Source: Joe Nocera, NYT, “Parting Words of an Airline Pioneer,” on the occasion of Herb Kelleher’s retirement after 37 years at Southwest Airlines (SWA’s pilots union took out a full-page ad in USA Today thanking HK for all he had done) ; across the way in Dallas, American Airlines’ pilots were picketingAA’s Annual Meeting)
"When I hire someone, that's when I go to work for them.”—John DiJulius, "What's the Secret to Providing a World-class Customer Experience"
“Employees who don't feel significant rarely make significant contributions.”—Mark Sanborn
"If you want staff to give great service, give great service to staff."—Ari Weinzweig, Zingerman's
If you want to WOW your customers then must firstWOW those who WOW the customers!
EMPLOYEES FIRST, CUSTOMERS SECOND: Turning Conventional Management Upside Down Vineet Nayar/CEO/HCL Technologies
“We are a ‘LifeSuccess’ Company.”Dave Liniger, founder, RE/MAX
“The organization would ultimately win not because it gave agents more money,but because it gave them a chance for better lives.”—Phil Harkins & Keith Hollihan, Everybody Wins, onRE/MAX
By definition, the manager cannot do all the work herself. Hence, effectively, the manager's sole task is to make others—one at a time—successful.
If the manager’s sole task is to make team members successful— then what is your[manager] plan to make each individual more successful within the coming week?
“No matter what the situation, [the great manager’s] first response is always to think about the individual concerned and how things can be arranged to help that individual experience success.”—Marcus Buckingham, The One Thing You Need to Know
Our MissionTo develop and manage talent;to apply that talent,throughout the world, for the benefit of clients;to do so in partnership; to do so with profit.WPP
Oath of Office: Managers/Servant Leaders Our goal is to serve our customers brilliantly and profitably over the long haul. Serving our customers brilliantly and profitably over the long haul is a product of brilliantly serving, over the long haul, the people who serve the customer. Hence, our job as leaders—the alpha and the omega and everything in between—is abetting the sustained growth and success and engagement and enthusiasm and commitment to Excellence of those, one at a time, who directly or indirectly serve the ultimate customer. We—leaders of every stripe—are in the “Human Growth and Development and Success and Aspiration to Excellence business.” “We” [leaders] only grow when “they” [each and every one of our colleagues] are growing. “We” [leaders] only succeed when “they” [each and every one of our colleagues] are succeeding. “We” [leaders] only energetically march toward Excellence when “they” [each and every one of our colleagues] are energetically marching toward Excellence. Period.
7 Steps to Sustaining Success You take care of the people. The people take care of the service. The service takes care of the customer. The customer takes care of the profit. The profit takes care of the re-investment. The re-investment takes care of the re-invention. The re-invention takes care of the future. (And at every step the only measure is EXCELLENCE.)
7 Steps to Sustaining Success You take care of the people. The people take care of the service. The service takes care of the customer. The customer takes care of the profit. The profit takes care of the re-investment. The re-investment takes care of the re-invention. The re-invention takes care of the future. (And at every step the only measure is EXCELLENCE.)
“The ONE Question”:“In the last year [3 years, current job], name the … three people … whose growth you’ve most contributed to. Please explain where they were at the beginning of the year, where they are today, and where they are heading in the next 12 months. Please explain … in painstaking detail … your development strategy in each case. Please tell me your biggest development disappointment—looking back, could you or would you have done anything differently? Please tell me about your greatest development triumph—and disaster—in the last five years. What are the ‘three big things’ you’ve learned about helping people grow along the way?”
“Unremarkable” except for RESULTS: Superb people developer (her/his folks invariably amazed at what they’ve accomplished!)
Promotion Decisions“life and death decisions”Source: Peter Drucker, The Practice of Management
“A man should never be promoted to a managerial position if his vision focuses on people’s weaknessesrather than on their strengths.”—Peter Drucker,The Practice of Management
AndrewCarnegie’s Tombstone Inscription …Here lies a manWho knew how to enlistIn his serviceBetter men than himself.Source: Peter Drucker, The Practice of Management
“The leaders of Great Groups … love talent … and know where to find it. They … revelin… the talent of others.”—Warren Bennis & Patricia Ward Biederman, Organizing Genius
Les Wexner:From sweaters to people!* *Limited Brands founder Les Wexner queried on astounding long-term success—said, in effect, it happened because he got as excited about developing people as he had been about predicting fashion trends in his early years
“Development can help great people be even better—but if I had a dollar to spend, I’d spend 70 cents getting the right person in the door.”—Paul Russell, Director, Leadership and Development, Google
“In short, hiring is the most important aspect of business and yet remainswoefully misunderstood.” Source: Wall Street Journal, 10.29.08, review ofWho: The A Method for Hiring, Geoff Smart and Randy Street
In the Army, 3-star generals worry about training. In most businesses, it's a “ho hum” mid-level staff function.
Why is intensive-extensive training obvious for the army & navy & sports teams & performing arts groups--but not for the average business?
No company ever Expended too much thought/Effort/ $$$$ on training!**ESPECIALLY … small company
Some Help With Helping … Help works when the recipient subsequently feels smarter—not dumber. Regularly help too soon—and you will set up expectation of inaction until your "help" is provided. Help poorly conveyed spawns powerlessness and resentment in recipient. Helping requires a sniper's rifle or surgeon's scalpel—not a shotgun or machete. Helping strategies vary [significantly] from individual to individual—leave the “cookie cutter” at home. Effectively "helping" may be the most difficult leadership task of all! "Help" is only truly successful when the recipient says, and believes: "I did it myself!" Near truism: Nobody wants help. But we would all liked to have received help. Guitarist Robert Fripp: "Don't be helpful. Be available. Helpful people are a nuisance."
