Tom Peters’ Excellence. Always. London Business Forum/03 September 2009 Afternoon/General Session

1. Tom Peters’ Excellence. Always. London Business Forum/03 September 2009 Afternoon/General Session

2. NOTE:To appreciate this presentation [and ensure that it is not a mess], you need Microsoft fonts:“Showcard Gothic,”“Ravie,”“Chiller”and“Verdana”

3. Slides [incl. “LONG”] at …tompeters.com

4. for …Manny Garcia

5. #1

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

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

8. “Execution isstrategy.”—Fred Malek

9. Execution! Listening! Engagement! Respect! Appreciation! Thoughtfulness! Accountability! Enthusiasm! Focused! Grounded! Excellence!

10. #2

11. Execution! Listening! Engagement! Respect! Appreciation! Thoughtfulness! Accountability! Enthusiasm! Focused! Grounded! Excellence!

12. “The doctor interrupts after …* *Source: Jerome Groupman, How Doctors Think

13. 18”

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

15. Tomorrow: Quantitatively score yourself on “intent listening” and “tendency to interrupt” on a sample of encounters—better yet, have a trusted colleague give you quantitativefeedback.

16. Enterprise value: “We listen intently and respectfully to and fully engage all with whom we work!”

17. Execution! Listening! Engagement! Respect! Appreciation! Thoughtfulness! Accountability! Enthusiasm! Focused! Grounded! Excellence!

18. The four most important words in any organization are …“What do you think?” Source: courtesy Dave Wheeler, posted at tompeters.com

19. Tomorrow: How many times will you “ask the question”?[Count!] [Practice makes better!] [This is a STRATEGICskill!]

20. Enterprise value: “We will vigorously Seek the views of all of our colleagues on any and all issues!”

21. Execution! Listening! Engagement! Respect! Appreciation! Thoughtfulness! Accountability! Enthusiasm! Focused! Grounded! Excellence!

22. “It was much later that I realized Dad’s secret. He gained respect by giving it. He talked and listened to the fourth-grade kids in Spring Valley who shined shoes the same way he talked and listened to a bishop or a college president.He was seriously interested in who you were and what you had to say.” Sara Lawrence-Lightfoot, Respect

23. Enterprise value: “We will relentlessly demonstrate wholehearted respect and consideration for all of our internal (and external) team members!”

24. Execution! Listening! Engagement! Respect! Appreciation! Thoughtfulness! Accountability! Enthusiasm! Focused! Grounded! Excellence!

25. “The deepest human need is the need to be appreciated.”—William James

26. Tomorrow: How many times will you say “Thank you”?[Count!] [Practice makes better!] [This is a STRATEGICskill!]

27. Enterprise value: “We will routinely express Appreciation for the work and enthusiasm of all of our internal and external team members!”

28. Execution! Listening! Engagement! Respect! Appreciation! Thoughtfulness! Accountability! Enthusiasm! Focused! Grounded! Excellence!

29. none!

30. Press Ganey Assoc:139,380 former patients from 225 hospitals:noneof THE top 15 factors determining Patient Satisfaction referred to patient’s health outcomeP.S.directly related to StaffInteractionP.P.S.directly correlated with Employee SatisfactionSource: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel

31. “There is a misconception that supportive interactions require more staff or more time and are therefore more costly. Although labor costs are a substantial part of any hospital budget, the interactions themselves add nothing to the budget. Kindness is free. Listening to patients or answering their questions costs nothing. It can be argued that negative interactions—alienating patients, being non-responsive to their needs or limiting their sense of control—can be very costly. … Angry, frustrated or frightened patients may be combative, withdrawn and less cooperative—requiring far more time than it would have taken to interact with them initially in a positive way.”—Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel

32. Enterprise value: “We are thoughtful in all we do!”

33. Thoughtfulness is key to customer retention. Thoughtfulness is key to employee recruitment and satisfaction. Thoughtfulness is key to brand perception. Thoughtfulness is key to your ability to look in the mirror —and tell your kids about your job. “Thoughtfulness is free.” Thoughtfulness is key to speeding things up— it reduces friction. Thoughtfulness is key to transparency and even cost containment—it abets rather than stifles truth-telling.

34. Execution! Listening! Engagement! Respect! Appreciation! Thoughtfulness! Accountability! Enthusiasm! Focused! Grounded! Excellence!

35. “I regard apologizing as the most magical, healing, restorative gesture human beings can make. It is the centerpiece of my work with executives who want to get better.”—Marshall Goldsmith, What Got You Here Won’t Get You There: How Successful People Become Even More Successful

36. THE PROBLEM IS RARELY/NEVER THE PROBLEM. THE RESPONSE TO THE PROBLEM INVARIABLY ENDS UP BEING THE REAL PROBLEM.* *PERCEPTION IS ALL THERE IS!!!

37. Relationships(of all varieties):THERE ONCE WAS A TIME WHEN A THREE-MINUTEPHONECALL WOULD HAVE AVOIDED SETTING OFF THE DOWNWARD SPIRAL THAT RESULTED IN A COMPLETE RUPTURE.

38. Enterprise value: “We will unfailingly hold ourselves to the highest standards of accountability!”

39. “AS LEADERS, WOMEN RULE:New Studies find that female managers outshine their male counterparts in almost every measure”TITLE/ Special Report/ BusinessWeek

40. Execution! Listening! Engagement! Respect! Appreciation! Thoughtfulness! Accountability! Enthusiasm! Focused! Grounded! Excellence!

41. John Sawhill/Major Strategic Initiative:“What areas should the Conservancy focus on and … more important … what activities should we stop doing?”Source: Bill Birchard, Nature’s Keepers: The Remarkable Story of How The Nature Conservancy Became the Largest Environmental Organization in the World

42. “Dennis, you need a … ‘To-don’t ’ List !”

43. You = Your calendar**Calendars never lie

44. Execution! Listening! Engagement! Respect! Appreciation! Thoughtfulness! Accountability! Enthusiasm! Focused! Grounded! Excellence!

45. “Nothing is so contagious as enthusiasm.”—Samuel Taylor Coleridge

46. “I am a dispenser of enthusiasm.”—Ben Zander

47. “A leader is a dealer in hope.” —Napoleon (+TP’s writing room pics)

48. Execution! Listening! Engagement! Respect! Appreciation! Thoughtfulness! Accountability! Enthusiasm! Focused! Grounded! Excellence!

49. “Tom, let me tell you the definition of a good lending officer. …

50. “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.”