CONRAD HILTON

1
CONRAD HILTON
2
CONRAD HILTON, 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
3
Remember to tuck the shower curtain inside the
bathtub.
4
COSTCO FIGURED OUT THE BIG, SIMPLE THINGS AND
EXECUTED WITH TOTAL FANATICISM. Charles
Munger, Berkshire Hathaway
5
Tom Peters Re-Imagine
EXCELLENCE! HSM Management Leadership
Forum Sao Paulo/08 April 2015 (Slides at
tompeters.com and our fully annotated 23-part
Master Compendium at excellencenow.com)
6
EXCELLENCE
7
People! Customers! Action! Values!
8
Excellence1982 The Bedrock Eight
Basics 1. A Bias for Action 2. Close to the
Customer 3. Autonomy and Entrepreneurship 4.
Productivity Through People 5. Hands On,
Value-Driven 6. Stick to the Knitting 7. Simple
Form, Lean Staff 8. Simultaneous Loose-Tight
Properties
9
Breakthrough 82 People! Customers! Action!
Values! In Search of Excellence
10
EXCELLENCE is not a long-term "aspiration.
EXCELLENCE is the ultimate short-term strategy.
EXCELLENCE is THE NEXT 5 MINUTES. (Or NOT.)
11
EXCELLENCE is not an "aspiration." EXCELLENCE is
THE NEXT FIVE MINUTES. EXCELLENCE is your next
conversation. Or not. EXCELLENCE is your next
meeting. Or not. EXCELLENCE is shutting up and
listeningreally listening. Or not. EXCELLENCE is
your next customer contact. Or not. EXCELLENCE is
saying Thank you for something small. Or
not. EXCELLENCE is the next time you shoulder
responsibility and apologize. Or not. EXCELLENCE
is waaay over-reacting to a screw-up. Or
not. EXCELLENCE is the flowers you brought to
work today. Or not. EXCELLENCE is lending a hand
to an outsider whos fallen behind schedule. Or
not. EXCELLENCE is bothering to learn the way
folks in finance or IS or HR think. Or
not. EXCELLENCE is waaay over-preparing for a
3-minute presentation. Or not. EXCELLENCE is
turning insignificant tasks into models of
EXCELLENCE. Or not.
12
WHY NOT?
13
Why in the World did you go to Siberia?
14
ENTERPRISE (AT ITS BEST) An emotional, vital,
innovative, joyful, creative, entrepreneurial
endeavor that elicits maximum
concerted human
potential in the
wholehearted pursuit of EXCELLENCE in service of
others.Employees, Customers, Suppliers,
Communities, Owners, Temporary partners
15
It may sound radical, unconventional, and
bordering on being a crazy business idea.
However as ridiculous as it soundsjoy is the
core belief of our workplace. Joy is the reason
my company, Menlo Innovations, a customer
software design and development firm in Ann
Arbor, exists. It defines what we do and how we
do it. It is the single shared belief of our
entire team. Richard Sheridan, Joy, Inc.
How We Built a Workplace People Love
16
People People People People
17
People 1/4,096
18
Business has to give people enriching,
rewarding lives
19
1/4,096 excellencenow.com Business has to give
people enriching, rewarding lives or it's
simply not worth doing. Richard Branson
20
You have to treat your employees like
customers. Herb Kelleher, upon being asked his
secret to successSource Joe Nocera, NYT,
Parting Words of an Airline Pioneer, on the
occasion of Herb Kellehers retirement after 37
years at Southwest Airlines (SWAs 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 AAs
Annual Meeting)
21
hostmanship/ consideration renovation
22
The path to a hostmanship culture
paradoxically does not go through the guest. In
fact it wouldnt be totally wrong to say that the
guest has nothing to do with it. True hostmanship
leaders focus on their employees. What drives
exceptionalism is finding the right people and
getting them to love their work and see it as a
passion. ... The guest comes into the picture
only when you are ready to ask, Would you prefer
to stay at a hotel where the staff love their
work or where management has made customers its
highest priority? We went through the hotel
and made a ... consideration renovation.
Instead of redoing bathrooms, dining rooms, and
guest rooms, we gave employees new uniforms,
bought flowers and fruit, and changed colors. Our
focus was totally on the staff. They were the
ones we wanted to make happy. We wanted them to
wake up every morning excited about a new day at
work. Jan Gunnarsson and Olle Blohm,
Hostmanship The Art of Making People Feel
Welcome.
23
The guest comes into the picture only when
you are ready to ask, Would you prefer to stay
at a hotel where the staff love their work or
where management has made customers its highest
priority?
24
Rocket Science. NOT. If you want staff to give
great service, give great service to staff.
Ari Weinzweig, Zingermans Source Small
Giants Companies That Choose to Be Great Instead
of Big, Bo Burlingham
25
Contrary to conventional corporate thinking,
treating retail workers much better may make
everyone (including their employers) much
richer. Source The Good Jobs Strategy, by
M.I.T. professor Zeynep Ton.
26
1996-2014/12 companies every year/ 341,567 new
jobs/172PublixWhole FoodsWegmansNordstrom
Cisco SystemsMarriottREIGoldman SachsFour
SeasonsSAS InstituteW.L. GoreTDIndustriesSour
ce Fortune/ The 100 Best Companies to Work
For/0315.15
27
In a world where customers wake up every morning
asking, Whats new, whats different, whats
amazing? success depends on a companys ability
to unleash initiative, imagination and passion of
employees at all levels and this can only happen
if all those folks are connected heart and soul
to their work their calling, their company
and their mission. John Mackey and Raj Sisoda,
Conscious Capitalism Liberating the Heroic
Spirit of Business
28
Profit Through Putting
People First Business Book Club Nice Companies
Finish First Why Cutthroat Management Is
Overand Collaboration Is In, by Peter Shankman
with Karen Kelly Uncontainable How Passion,
Commitment, and Conscious Capitalism Built a
Business Where Everyone Thrives, by Kip Tindell,
CEO Container Store Conscious Capitalism
Liberating the Heroic Spirit of Business, by John
Mackey, CEO Whole Foods, and Raj Sisodia Firms of
Endearment How World-Class Companies Profit from
Passion and Purpose, by Raj Sisodia, Jag Sheth,
and David Wolfe The Good Jobs Strategy How the
Smartest Companies Invest in Employees to Lower
Costs and Boost Profits, by Zeynep Ton, MIT Joy,
Inc. How We Built a Workplace People Love, by
Richard Sheridan, CEO Menlo Innovations Employees
First, Customers Second Turning Conventional
Management Upside Down, by Vineet Nayar, CEO, HCL
Technologies The Customer Comes Second Put Your
People First and Watch Em Kick Butt, by Hal
Rosenbluth, former CEO, Rosenbluth
International Its Your Ship Management
Techniques from the Best Damn Ship in the Navy,
by Mike Abrashoff, former commander, USS
Benfold Turn This Ship Around How to Create
Leadership at Every Level, by L. David Marquet,
former commander, SSN Sante Fe Small Giants
Companies That Choose to Be Great Instead of Big,
by Bo Burlingham Hidden Champions Success
Strategies of Unknown World Market Leaders, by
Hermann Simon Retail Superstars Inside the 25
Best Independent Stores in America, by George
Whalin Joy at Work A Revolutionary Approach to
Fun on the Job, by Dennis Bakke, former CEO, AES
Corporation The Dream Manager, by Matthew
Kelly The Soft Edge Where Great Companies Find
Lasting Success, by Rich Karlgaard, publisher,
Forbes Delivering Happiness A Path to Profits,
by Tony Hseih, Zappos Camellia A Very Different
Company Fans, Not Customers How to Create Growth
Companies in a No Growth World, by Vernon
Hill Like a Virgin Secrets They Wont Teach You
at Business School, by Richard Branson
29
!
30
YOUR CUSTOMERS WILL NEVER BE ANY HAPPIER THAN
YOUR EMPLOYEES.
31
Training Investment 1!
32
In the Army, 3-star generals worry about
training. In most businesses, it's a ho-hum
mid-level staff function.
33
Is your CTO/Chief Training Officer your top paid
C-level job (other than CEO/COO)? If not, why
not? Are your top trainers paid as much as your
top marketers and engineers? If not, why not? Are
your training courses so good they make you
jump up down with glee? If not, why
not? Randomly stop an employee in the hall Can
she/he meticulously describe her/his development
plan for the next 12 months? If not, why not? Why
is your world of business any different than the
(competitive) world of rugby, football, opera,
theater, the military? If people/talent first
and hyper-intense continuous training are
laughably obviously for them, why not you?
34
Is your CTO/Chief Training Officer your top paid
C-level job (other than CEO/COO)? If not, why
not? Are your top trainers paid as much as your
top marketers and engineers? If not, why not? Are
your training courses so good they make you
giggle and tingle? If not, why not? Randomly
stop an employee in the hall Can she/he
meticulously describe her/his development plan
for the next 12 months? If not, why not? Why is
your world of business any different than the
(competitive) world of rugby, football, opera,
theater, the military? If people/talent first
and hyper-intense continuous training are
laughably obviously for them, why not you?
35
The role of the Director is to create a space
where the actors and actresses can become more
than theyve ever been before, more than theyve
dreamed of being. Robert Altman, Oscar
acceptance speech
36
I start with the premise that the function of
leadership is to produce more leaders, not more
followers. Ralph Nader
37
Gamblin Man Bet 1 gtgt 5
of 10 CEOs see training as expense rather than
investment. Bet 2 gtgt 5 of 10 CEOs see training
as defense rather than offense. Bet 3 gtgt 5 of
10 CEOs see training as necessary evil rather
than strategic opportunity.
38
Bet 4 gtgt 8 of 10 CEOs, in 45-min tour
dhorizon of their biz, would NOT mention
training.
39
What is the best reason to go bananas over
training?
40
What is the best reason to go bananas over
training? GREED. (It pays off.) (Also Training
should be an official part of the RD budget and
a capital expense.)
41
Training 1 Bottom Line NOBODY gets off the
hook! Training Development Maniac applies as
much to the leader of the 4-person business as to
the chief of the 44,444-person business.
42
The topic is probably the oldest and biggest
debate in Customer service. What is more
important How well you hire, or the training and
culture you bring your employees into? While both
are very important, 75 percent is the Customer
service training and the service culture of your
company. Do you really think that Disney has
found 50,000 amazing service-minded people? There
probably arent 50,000 people on earth who were
born to serve. Companies like Ritz-Carlton and
Disney find good people and put them in such a
strong service and training environment that
doesnt allow for accept anything less than
excellence. John DiJulius, The Customer
Service Revolution Overthrow Conventional
Business, Inspire Employees, and Change the World
43
6/2/3 It takes Jerry Seinfeld SIX MONTHS to
develop TWO or THREE MINUTES of new material
(documentary Comedian)
44
Hiring
45
Its simple, really, Tom. Hire for ?s, and,
above all, promote for ?s. Starbucks
regional manager, on why so many smiles at
Starbucks shops
46
We look for ... listening, caring, smiling,
saying Thank you, being warm. Colleen
Barrett, former President, Southwest Airlines
47
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
48
"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"
49
Me
50
Being aware of yourself and how you affect
everyone around you is what distinguishes a
superior leader. Edie Seashore
51
The biggest problem I shall ever face the
management of Dale Carnegie. Dale Carnegie,
diary of
52
1st-Line Bosses Cadre of Productivity
Asset 1!
53
People leave managers not companies. Dave
Wheeler
54
Is there ONE secret to productivity and
employee satisfaction? YES! The Quality of
your FULL CADRE of 1st-line Leaders.
55
WOMEN RULE!
56
Research by McKinsey Co. suggests that to
succeed, start by promoting women. Nicholas
Kristof, Twitter, Women, and Power, NYTimes
In my experience, women make much better
executives than men. Kip Tindell, CEO,
Container Store
57
Women are rated higher in fully 12 of the 16
competencies that go into outstanding leadership.
And two of the traits where women outscored men
to the highest degree taking initiative and
driving for results have long been thought of
as particularly male strengths. Harvard
Business Review
58
For One BIG Thing McKinsey Company found
that the international companies with more women
on their corporate boards far outperformed the
average company in return on equity and other
measures. Operating profit was 56
higher. Source Nicholas Kristof, Twitter,
Women, and Power, NYTimes, 1024.13
59
Context 1,000,000
60
China/Foxconn 1,000,000 robots/next 3
years Source Race AGAINST the Machine, Erik
Brynjolfsson and Andrew McAfee
61
Since 1996, manufacturing employment in China
itself has actually fallen by an estimated 25
percent. Thats over 30,000,000 fewer Chinese
workers in that sector, even while output soared
by 70 percent. Its not that American workers
AND Japanese workers are being replaced by
Chinese workers. Its that both American and
Chinese workers are being made more efficient
replaced by automation. Erik Brynjolfsson
and Andrew McAfee, The Second Machine Age Work,
Progress, and Prosperity in a time of Brilliant
Technologies
62
Meet Your Next Surgeon Dr. Robot Source
Feature/Fortune/15 JAN 2013/on Intuitive
Surgicals da Vinci /multiple bypass
heart-surgery robot
63
IoT/Sensor Pills Proteus Digital Health is one
of several pioneers in sensor-based health
technology. They make a silicon chip the size of
a grain of sand that is embedded into a safely
digested pill that is swallowed. When the chip
mixes with stomach acids, the processor is
powered by the bodys electricity and transmits
data to a patch worn on the skin. That patch, in
turn, transmits data via Bluetooth to a mobile
app, which then transmits the data to a central
database where a health technician can verify if
a patient has taken her or his medications.
This is a bigger deal than it may seem. In
2012, it was estimated that people not taking
their prescribed medications cost 258 BILLION in
emergency room visits, hospitalization, and
doctor visits. An average of 130,000 Americans
die each year because they dont follow their
prescription regimens closely enough.. The FDA
approved placebo testing in April 2012 sensor
pills are ticketed to come to market in 2015 or
2016. Source Robert Scoble and Shel Israel,
Age of Context Mobile, Sensors, Data and the
Future of Privacy
64
Software is eating the world. Marc Andreessen
65
The root of our problem is not that were in a
Great Recession or a Great Stagnation, but
rather that we are in the early throes of a
Great Restructuring. Our technologies are racing
ahead, but our skills and organizations are
lagging behind. Source Race AGAINST the
Machine, Erik Brynjolfsson and Andrew McAfee
66
The New Logic Scale w/o EmploymentKodak
1988/145,000 employees 2012/bankruptInstagram
30,000,000 customers/13 employees(WhatsApp
450,000,000 customers/ 55 employees/Valued _at_
19,000,000,000)Source Robert Reichs
Blog/0317.15
67
THE MORAL IMPERATIVEPEOPLE DEVELOPMENT
68
CORPORATE MANDATE 1 2014 Your principal moral
obligation as a leader is to develop the
skillset, soft and hard, of every one of the
people in your charge (temporary as well as
semi-permanent) to the maximum extent of your
abilities. The good news This is also the 1
mid- to long-term profit maximization
strategy!
69
The Memories
That Matter The people you developed who went on
to stellar accomplishments inside or outside
the company. The (no more than) two or three
people you developed who went on to create
stellar institutions of their own. The long shots
(people with a certain something) you bet on
who surprised themselvesand your peers. The
people of all stripes who 2/5/10/20 years
later say You made a difference in my life,
Your belief in me changed everything. The sort
of/character of people you hired in general. (And
the bad apples you chucked out despite some
stellar traits.) A handful of projects (a half
dozen at most) you doggedly pursued that
still make you smile and which fundamentally
changed the way things are done inside or
outside the company/industry. The supercharged
camaraderie of a handful of Great Teams aiming
to change the world.
70
INNOVATION
71
1/49
72
Lesson49 WTTMSW
73
WHOEVER TRIES THE MOST STUFF WINS
74
WE HAVE A STRATEGIC PLAN. ITS CALLED DOING
THINGS. Herb KelleherDONT PLAN. DO
STUFF.David Kelley/IDEO
75
EXPERIMENT FEARLESSLYSource BusinessWeek,
Type A Organization Strategies How to Hit a
Moving TargetTactic 1RELENTLESS TRIAL AND
ERROR Source Wall Street Journal, cornerstone
of effective approach to rebalancing company
portfolios in the face of changing and uncertain
global economic conditions (11.08.10)
76
FAIL. FORWARD. FAST.High Tech CEO,
Pennsylvania
77
Success, Honda said, can only be achieved
through repeated failure and introspection.
Success represents one percent of your work,
which results only from the ninety-nine percent
that is called failure. Jeffrey Rothfeder,
Driving Honda Inside the Worlds Most
Innovative Car Company
78
We Are What We Eat.We Are Who We Spend Time
With.
79
Diversity It is hardly possible to overrate the
value of placing human beings in contact with
persons dis-similar to themselves, and with modes
of thought and action unlike those with which
they are familiar. Such communication has always
been, and is peculiarly in the present age, one
of the primary sources of progress. John Stuart
Mill
80
You will become like the five people you
associate with the mostthis can be either a
blessing or a curse. Billy Cox
81
The We are what we eat/ We are who we hang
out with Axiom At its core, every (!!!)
relationship-partnership decision (employee,
vendor, customer, etc., etc.) is a strategic
decision about Innovate, Yes or No
82
The Billion-man Research Team Companies
offering work to online communities are reaping
the benefits of crowdsourcing. Headline, FT
83
The Bottleneck is at the Where are you
likely to find people with the least diversity of
experience, the largest investment in the past,
and the greatest reverence for industry dogma
Top of the Bottle Gary Hamel/Harvard
Business Review
84
Whos the most interesting person youve met in
the last 90 days? How do I get in touch with
them? Fred Smith
85
Innovate or Die Measure It!
86
Innovation Index How many of your Top 5
Strategic Initiatives/Key Projects score 8 or
higher out of 10 on a Weird/Profound/
Wow/Game-changer Scale? (At least 3???)
87
VALUE-ADDED STRATEGIES
88
TGRs8/80
89
Customers describing their service experience as
superior 8 Companies describing the service
experience they provide as superior
80 Source Bain Company survey of 362
companies, reported in John DiJulius, What's the
Secret to Providing a World-class Customer
Experience?
90
Conveyance Kingfisher Air Location Approach to
New Delhi
91
May I clean your glasses, sir?
92
Conveyance Southwest Airlines Location
Boarding, Albany NY
93
May I help you down the jetway.
94
Courtesies of a small and trivial character are
the ones which strike deepest in the grateful and
appreciating heart. Henry Clay
95
ltTGWand gtTGRThings Gone WRONG-Things
Gone RIGHT
96
Experiences are as distinct from services as
services are from goods. Joe Pine Jim
Gilmore, The Experience Economy Work Is Theatre
Every Business a Stage
97
CXOChief eXperience Officer
98
TGRsLBTsLittle BIG Things
99
Bag sizes New markets B Source
PepsiCo
100
Big carts 1.5X Source Walmart
101
2X When Friedman slightly curved the right
angle of an entrance corridor to one property, he
was amazed at the magnitude of change in
pedestrians behaviorthe percentage who entered
increased from one-third to nearly two-thirds.
Natasha Dow Schull, Addiction By Design
Machine Gambling in Las Vegas
102
Social Business/ Customer Engagement
103
Customer engagement is moving from relatively
isolated market transactions to deeply connected
and sustained social relationships. This basic
change in how we do business will make an impact
on just about everything we do. Social Business
By Design Transformative Social Media
Strategies For the Connected Company Dion
Hinchcliffe Peter Kim
104
Welcome to the Age of Social Media What used to
be word of mouth is now word of mouse. You
are either creating brand ambassadors or brand
terrorists doing brand assassination. John
DiJulius, The Customer Service Revolution
Overthrow Conventional Business, Inspire
Employees, and Change the World
105
Welcome to the Age of Social Media It takes 20
years to build a reputation and five minutes to
ruin it. Also, the Internet and technology have
made customers more demanding., and they expect
information, answers, products, responses, and
resolutions sooner than ASAP. John DiJulius,
The Customer Service Revolution Overthrow
Conventional Business, Inspire Employees, and
Change the World
106
Welcome to the Age of Social Media The customer
is in complete control of communication. John
DiJulius, The Customer Service Revolution
Overthrow Conventional Business, Inspire
Employees, and Change the World
107
I would rather engage in a Twitter
conversation with a single customer I than see
our company attempt to attract the attention of
millions in a coveted Super Bowl commercial. Why?
Because having people discuss your brand directly
with you, actually connecting one-to-one, is far
more valuablenot to mention far cheaper!.
Consumers want to discuss what they like, the
companies they support, and the organizations and
leaders they resent. They want a community. They
want to be heard. If we engage employees,
customers, and prospective customers in
meaningful dialogue about their lives,
challenges, interests, and concerns, we can build
a community of trust, loyalty, andpossibly over
timehelp them become advocates and champions for
the brand. Peter Aceto, CEO, Tangerine (from
the Foreword to A World Gone Social How
Companies Must Adapt to Survive, by Ted Coine
Mark Babbit)
108
!
109
Caesars Entertainment have bet their future on
harvesting personal data rather than developing
the fanciest properties. Adam Tanner, What
Stays in Vegas The World of Personal
DataLifeblood of Big Businessand the End of
Privacy as We Know it
110
DESIGN!
111
Design Rules!APPLE market cap gt Exxon
Mobil August 2011
112
Design is treated like a religion at BMW.
Fortune
113
Ann Landers as management guru/ three criteria
for products, projects, a communication, etc.
Good. True. Helpful.
114
Apple design Huge degree of care. Ian
Parker, New Yorker, 23 March 2015, on Jony Ives
115
Typically, design is a vertical stripe in the
chain of events in a products delivery. At
Apple, its a long, horizontal stripe, where
design is part of every conversation. Robert
Brunner, former Apple design chief
116
You know a design is good when you want to lick
it. Steve Jobs Source Design Intelligence
Made Visible, Stephen Bayley Terence Conran
117
CDOChief Design Officer
118
Hypothesis DESIGN is the principal difference
between love and hate!Not like and
dislike
119
Design is NEVER neutral.
120
Women BUY Everything!
121
Forget CHINA, INDIA and the INTERNET Economic
Growth Is Driven by WOMEN. Source Headline,
Economist
122

• W gt 2X (C I)
• Women now drive the global economy. Globally,
  they control about 20 trillion in consumer
  spending, and that figure could climb as high as
  28 trillion in the next five years. Their 13
  trillion in total yearly earnings could reach 18
  trillion in the same period. In aggregate, women
  represent a growth market bigger than China and
  India combinedmore than twice as big in fact.
  Given those numbers, it would be foolish to
  ignore or underestimate the female consumer. And
  yet many companies do just thateven ones that
  are confidant that they have a winning strategy
  when it comes to women. Consider Dells
• Source Michael Silverstein and Kate Sayre, The
  Female Economy, HBR, 09.09

123
Women are THE majority market Fara
Warner/The Power of the Purse
124
The MOST SIGNIFICANT VARIABLE in EVERY sales
situation is the GENDER of the buyer, and more
importantly, how the salesperson communicates to
the buyers gender. Jeffery Tobias Halter,
Selling to Men, Selling to Women
125
Sales/After-sales Process 1.    Kick-off 
Women 2.    Research Women 3.    Purchase 
Men 4.    Ownership Women 5.    Word-of-mouth
Women Source Martha Barletta, Marketing to
Women How to Increase Your Share of the Worlds
Largest Market
126
The ENORMOUS Services Added Opportunity
127
Rolls-Royce now earns more from tasks such as
managing clients overall procurement strategies
and maintaining aerospace engines it sells than
it does from making them. Economist
128
IBMtoIBM
129
UPS to UPS
130
AND THE WINNERS ARENT/ARE
131
-1/1/2
132
SP 500 1/-1 Every 2 weeks! Source
Richard Foster (via Rita McGrath/HBR/12.26.13
133
Data drawn from the real world attest to a fact
that is beyond our control EVERYTHING IN
EXISTENCE TENDS TO DETERIORATE. Norberto
Odebrecht, Education Through Work
134
Roll Out the RED Carpet!
135
THE RED CARPET STORE (Joel Resnick/Flemington NJ)
136
Retail Superstars Inside the 25 Best Independent
Stores in America by George Whalin
137
JUNGLE JIMS INTERNATIONAL MARKET, FAIRFIELD,
OH An adventure in shoppertainment, begins
in the parking lot and goes on to 1,600 cheeses
and 1,400 varieties of hot saucenot to mention
12,000 wines priced from 8-8,000 a bottle
all this is brought to you by 4,000 vendors.
Customers from every corner of the
globe. BRONNERS CHRISTMAS WONDERLAND,
FRANKENMUTH, MI, POP 5,000 98,000-square-foot
shop features 6,000 Christmas ornaments,
50,000 trims, and anything else you can name
pertaining to Christmas.
138
BE THE BEST. ITS THE ONLY MARKET THATS NOT
CROWDED. From Retail Superstars Inside the 25
Best Independent Stores in America, George Whalin
139
I love Middle-sized Niche- Micro-niche
Dominators! "Own" a niche through
EXCELLENCE! (Writ large Germanys MITTELSTAND)
140
LEADERSHIP
141
25
142
Im always stopping by our stores at least 25
a week. Im 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
143
MBWA
144
ManagingBy WanderingAround
145
ITS ALWAYS SHOWTIME.
146
ITS ALWAYS SHOWTIME. David DAlessandro,
Career Warfare
147
Nothing is so contagious as enthusiasm.
Samuel Taylor Coleridge
148
I am a dispenser of enthusiasm. Ben Zander,
symphony conductor and management guru
149
4
150
The 4 most important words in any organization
are
151
THE FOUR MOST IMPORTANT WORDS IN ANY
ORGANIZATION ARE WHAT DO YOU THINK?
Source courtesy Dave Wheeler, posted at
tompeters.com
152
Acknowledgement!
153
The deepest urge in human nature is the desire
to be important. John Dewey(In Dale Carnegie,
How to Win Friends and Influence People (The BIG
Secret of Dealing With People)
154
Employees who don't feel significant rarely make
significant contributions. Mark Sanborn
155
3
156
Relationships (of all varieties) THERE ONCE WAS
A TIME WHEN A THREE-MINUTE PHONE CALL WOULD HAVE
AVOIDED SETTING OFF THE DOWNWARD SPIRAL THAT
RESULTED IN A COMPLETE RUPTURE. Divorce, loss
of a BILLION aircraft sale, etc., etc.

157
THE PROBLEM IS RARELY/NEVER THE PROBLEM. THE
RESPONSE TO THE PROBLEM INVARIABLY ENDS UP BEING
THE REAL PROBLEM. OPPORTUNITY.

158
Meetings ROCK! Make that SHOULD Rock
159
Complain all you want, but meetings are what
you boss/leader do!
160
Meetings are 1 thing bosses do. Therefore, 100
of those meetings EXCELLENCE. ENTHUSIASM.
ENGAGEMENT. LEARNING. TEMPO. WORK-OF-ART. DAMN
IT.
161
18
162
The doctor interrupts after Source
Jerome Groopman, How Doctors Think
163
18
164
18 seconds!
165
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 that grow. Listening is ... the
core of effective Cross-functional
Communication (Which is in turn
Attribute 1 of
organization effectiveness.) cont.
166
Suggested Core Value 1 We are Effective
Listenerswe treat Listening EXCELLENCE as the
Centerpiece of our Commitment to Respect and
Engagement and Community and Growth.
167
Hard is Soft. Soft is Hard.
168
100
169
Leaders Communications failure
170
100Your fault!
171
0/800
172
INSANELY GREATSTEVE JOBSRADICALLY
THRILLING BMWASTONISH ME SERGEI DIAGHLEV,
TO A LEAD DANCERBUILD SOMETHING GREAT
HIROSHI YAMAUCHI, NINTENDO, TO A SENIOR GAME
DESIGNER MAKE IT IMMORTAL DAVID OGILVY, TO
A COPYWRITER.
173
We are crazy. We should do something when
people say it is crazy. If people say something
is good, it means someone else is already doing
it. Hajime Mitarai, CEO, Canon
174
If things seem under control, youre just not
going fast enough. Mario Andretti, race
driver Im not comfortable unless Im
uncomfortable. Jay Chiat If it works, its
obsolete. Marshall McLuhan
175
Normal 0 for 800 There are ZERO
normal people in the history books.
176
Excellence.2015 The Bedrock Eleven
Basics 1. A Bias for Action/Execution 4. People
First/Training Mania 2. Symbiosis With the
Customer 3. Autonomy and Entrepreneurship 5.
Hands On, Value-Driven 6. Stick to the
Knitting 7. Simple Form, Lean Staff,
Collaboration Imperative 8. Simultaneous
Loose-Tight Properties 9. Design Fanaticism 10.
Technology Unlimited 11. Speed Demons
177
(No Transcript)