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First things first …

First things first …. #1 cause of employee Dis-satisfaction?. Employee retention & satisfaction: Overwhelmin g l y based on the first-line mana g er! Source: Marcus Buckingham & Curt Coffman, First, Break All the Rules: What the World’s Greatest Managers Do Differently. Socks = 10,000 *

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First things first …

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  1. First things first …

  2. #1 cause ofemployee Dis-satisfaction?

  3. Employee retention & satisfaction:Overwhelminglybased on the first-line manager!Source: Marcus Buckingham & Curt Coffman, First, Break All the Rules: What the World’s Greatest Managers Do Differently

  4. Socks = 10,000* *Deep Vein Thrombosis/UK

  5. Conveyance: Kingfisher Air Location: Approach to New Delhi

  6. “May I clean your glasses, sir?”**Kingfisher Air

  7. 2-cent candy

  8. 2,000,000

  9. 7X. 7:30A-8:00P. F12A.7:30AM = 7:15AM.8:00PM = 8:15PM.

  10. Big carts = 1.5X Source: Wal*Mart

  11. Bag sizes = New markets: $B Source: PepsiCo

  12. It BEGINS(and ENDS) in the …

  13. parkinglot**Disney

  14. Carl’s Street- Sweeper

  15. FLOWERPOWER

  16. “Think of a $350,000 note walking in the door.”

  17. Griffin:Music in the parking lot; professional musicians in the lobby (7/week, 3-4hrs/day) ; 5 pianos; volunteers (120-140 hrs arts & entertainment per month).Source: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel

  18. Zabar’s Parking Garage

  20. “A man without a smiling face must not open a shop.”—Chinese Proverb

  21. Don’t like it? Don’t pay. Source: Graniterock Co.

  22. 14,00020,000

  23. 14,00020,00030

  24. 14,000/eBay20,000/Amazon30/Craigslist

  25. Tom Peters’ Excellence. Always. NARTA Seabourn Spirit 03 September 2010

  26. Slides at …tompeters.com

  27. #1

  28. The “4H Theory of Everything”

  29. All you need to know …HiltonHowardHerbHerb

  30. Conrad Hilton, at a gala celebrating his career, was asked …

  31. Conrad Hilton, at a gala celebrating his career, was asked,“What was the most important lesson you’ve learned in your long and distinguished career?”His immediate answer …

  32. “remember to tuck the shower curtain inside the bathtub”

  33. “Execution isstrategy.”—Fred Malek

  34. “In real life, strategy is actually very straightforward. Pick a general direction … andimplementlikehell”—Jack Welch

  35. All you need to know …HiltonHowardHerbHerb

  36. 1977Palo Alto CA

  37. MBWAManaging By Wandering Around/HP

  38. 25

  39. “I’m always stopping by our stores— at least 25 a week. I’m also in other places: Home Depot, Whole Foods, Crate & Barrel. … I try to be a sponge to pick up as much as I can. …”—Howard SchultzSource: Fortune, “Secrets of Greatness,” 0320.2006

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

  41. 18seconds

  42. [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.]

  43. 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.

  44. All you need to know …HiltonHowardHerbHerb

  45. “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 picketing the Annual Meeting)

  46. “We are a ‘Life Success’ Company.”Dave Liniger, founder, RE/MAX

  47. “Managing winds up being the management of the allocation of resources against tasks. Leadership focuses on people. My definition of a leader is someone who helps people succeed.”—Carol Bartz, Yahoo!

  48. … no less than Cathedralsin which the full and awesome power of the Imagination and Spirit and native Entrepreneurial flairof diverse individualsis unleashed in passionate pursuit of … Excellence.

  49. Brand = Talent.

  50. 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

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