business mastery international - sunny grosso - delivering happiness

K2 ELITE MASTER MIND!

MAUI, SEPTEMBER 2014!!!!

SUNNY GROSSO!COACHING AND CULTURE CHIEF!

TAKE A MOMENT TO THINK…

WHAT ARE YOUR GOALS

IN LIFE ?

TAKE A MOMENT TO THINK…

WHEN I GET ________ I WILL BE HAPPY!

OUR BRAINS ARE HARDWIRED TO SEEK HAPPINESS. YET WE’RE SUPERBAD AT PREDICTING WHAT CAN SUSTAIN IT.

LOTTERY WINNERS TERMINALLY INJURED

HAPPINESS HASN’T CHANGED IN 50 YEARS

TEST ME! IF MONEY BUYS HAPPINESS… HAPPINESS SHOULD INCREASE WITH INCOME

HAPPINESS IS DYNAMIC

HAPPINESS WORK

1/3 OF OUR LIVES AT WORK 90,000 HOURS

PART OF THE FORMULA

87% WORLD WORKFORCE UNHAPPY

* Gallup State of the Global Workplace 2013

71% US WORKFORCE UNHAPPY

* Gallup State of the Global Workplace 2013

18% ACTIVELY

Gallop 20XX

Gallup 2012

$500B IN

LOSSES :(

HOW DOES THAT WORK GALLUP META ANALYSIS I 263 STUDIES I 192 CO’S I 49 INDUSTRIES I 34

COUNTRIES

KPI

’S A

CR

OSS

TO

P A

ND

BO

TTO

M

CO

MPA

NIE

S

WHAT IS THE COST HALOGEN SOFTWARE ANALYSIS I 500 PERSON COMPANY I $3M

Gallop 20XX

Gallup 2012

AVERAGE LOSS PER EMP

$2,246 100 PERSON

COMPANY $225,000

WHAT IS IT COSTING YOU?

20-50% of your employees will leave this year

It costs 50-150%

of their salary to replace them

Imagine he was only going to close the door to new applicants?

THE SYMPTOMS ARE SHOWING

THE SYMPTOMS ARE SHOWING

IMAGINE

16% be8er performance (HBR)

19% higher accuracy on tasks (Shawn Achor)

32% more commitment to the org (HBR 2012)

50% increase in produc8vity (Gallup)

33% higher profitability (Gallup)

37% more sales (Shawn Achor)

44% higher reten8on (Gallup 2007)

46% more sa8sfied with their jobs (HBR)

66% less sick leave (Forbes, Jessica Pryce)

56% higher customer loyalty (HBR)

300% more innova8on (HBR)

IMAGINE PASSIONATE EMPLOYEES 76% WILL CHANGE

WITH INTERVENTION

STORY OF

THE SOLUTION

HOW TO APPLY IT

WHAT WE LEARNED SCIENCE & SECRETS

WHEN WE SAW WHAT WE DID ABOUT IT

TIPS, STEPS AND WARNING!

WHO’S SUNNY FROM DELIVERING HAPPINESS?

HOW DID I GET HERE ?

HOW DID I GET HERE

…

x

?

…

xHOW DID I

GET HERE ?

24 MILLION CUSTOMERS

$3B YR COMPANY

OH

@#$%

$265M

DOT COM

SF 1999 DOT-COM

35 EMP GROWING

“A WOMAN’S DREAM CLOSET”

…AND GROWING! ZAPPOS WAREHOUSE

“PEOPLE WILL FORGET WHAT YOU SAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM

FEEL.” — MAYA ANGELOU

FREE SHIPPING I 800# EVERY PAGE I 24HR CALL CENTER I 365 DAY RETURNS

CUSTOMER SERVICE #1 PRIORITY

75% REPEAT CUSTOMERS

HOW DO YOU SUSTAIN GREAT CUSTOMER SERVICE?

HAPPY CUSTOMERS

= =

SUCCESSFUL

COMPANY

HAPPY EMPLOYEES

CULTURE

#1 PRIORITY

HOW IS CULTURE NO.1 PRIORITY?

HIRE, MEASURE, FIRE

5 WEEKS OF TRAINING

$4000 TO QUIT. REALLY!

CULTURE BOOK

1.  Deliver WOW Through Service!2.  Embrace and Drive Change!

3.  Create Fun and a Little Weirdness!4.  Be Adventurous, Creative, and Open-Minded!

5.  Pursue Growth and Learning!6.  Build Open and Honest Relationships With Communication!

7.  Build a Positive Team and Family Spirit!8.  Do More with Less!

9.  Be Passionate and Determined!10.  Be Humble!

ZAPPOS 10 CORE VALUES

GUIDELINES I LIVED I CO-‐OWNED I #1 WOW EVERYDAY WORD I MEARURED

CORE VALUES DEFINE CULTURE

NOV ‘09 AMAZON ACQUIRES ZAPPOS FOR $1.2B

$0 to $2 BILLION IN 10 YRS*

ZAPPOS GROWTH

$3B

FULL PRICE RETAILER I CULTURE #1 PRIORITY

!500,000+ COPIES SOLD! 20+ LANGUAGES!!!

!#1 BESTSELLER: !!NYTIMES!

!WSJ!!AMAZON!!BARNES & NOBLE!!BORDERS!

!!!!

!!

WHOA.!

2010

!2010 DELIVERING HAPPINESS BUS TOUR!

WE HEARD FROM AROUND THE WORLD NO MATTER WHAT !

BACKGROUND!BELIEFS!CULTURE!!

HAPPINESS

100K PEOPLE 100 COUNTRIES

GLOBAL MOVEMENT

GLOBAL MOVEMENT

100K PEOPLE 100 COUNTRIES

ONE PCC AT A TIME

Book Tour 60K PEOPLE

250 COMPANIES 20 COUNTRIES

Shop@

@school (BETA)

@Work

COMPANIES USE HAPPINESS AS A BUSINESS MODEL

2010

THAT’S GREAT, BUT IT’LL NEVER WORK FOR MY COMPANY!

STORY OF

THE SOLUTION

HOW TO APPLY IT


WHAT WE SAW WHAT WE DID ABOUT IT


THINK ABOUT YOU FOR A SECOND…

SUCCESS HAPPINESS

HAPPINESS SUCCESS

1.  I WISH I HAD THE COURAGE TO LIVE A LIFE TRUE TO MYSELF, NOT THE LIFE OTHERS EXPECTED OF ME

2.  I WISH I HADN’T WORKED SO HARD

3.  I WISH I’D HAD THE COURAGE TO EXPRESS MY FEELINGS

4.  I WISH I HAD STAYED IN TOUCH WITH MY FRIENDS

5.  I WISH I HAD LET MYSELF BE HAPPIER

* Bronnie Ware, Pallia[ve Care Nurse caring for pa[ents in last 12 weeks of life

* Bronnie Ware, Pallia[ve Care Nurse for pa[ents in last 12 weeks of life

THE EXPERTS > FAST FORWARD TOP 5 REGRETS IN LIFE

WHAT WILL YOUR ULOGY BE?

FAST FORWARD



…BUT ONLY 10%

HAPPINESS IS PREDETERMINED

*Shawn Achor, The Happiness Advantage

CHANGE YOUR MINDSET, CHANGE YOUR WORLD

SCIENCE OF HAPPINESS PREDETERMINED?

In our control In our control! 10%

Set Point 50%

Intentional Activity

40%

Circumstance

(Genetics?)

BRAINS PROCESS 40 BITS PER SECOND BUT WE RECEIVE 11 MILLION BITS

*informa[on transmission rate of all 5 senses per second

90% OF HAPPINESS IS HOW OUR BRAINS PROCESS THE WORLD

CHANGE YOUR MINDSET, CHANGE YOUR WORLD

OUR BRAINS CAN BE REWIRED FOR HAPPINESS.

WHY DO WE GET THIS WRONG?

PSYCHOLOGY

1998

A POSITIVE INTERACTION AT WORKHAS AN EFFECT 5X MORE PRODUCTIVE THAN A NEGATIVE ONE

15 YEARS OF RESERCH HUNDREDS OF STUDIES

HAPPINESS IS SERIOUS BUSINESS

3 TYPES OF HAPPINESS

MASLOWS HIERARCHY OF HUMAN NEEDS

1 “GET THE

CULTURE RIGHT THEN EVERYTHING

ELSE WILL FALL INTO

PLACE”

1 CULTURE

VEHICLE

ATMOSPHERE

How to make customers & emp’s happy?

ASK

STUDY

Study and analyze the science

Sustainable culture of happiness

SOLUTION

Apply science & evolve

ACT

HOW DID TONY DO IT?

HAPPY EMPLOYEES

HAPPY CUSTOMERS

= =

SUCCESSFUL

COMPANY

THE FORMULA

CULTURE IS THE SECRET SAUCE

BUT… THE SOFT STUFF

IS THE HARD STUFF

Eff

ects

of h

appi

ness

on

busi

ness

FOCUS ON THE SOFT STUFF

FOCUS ON THE SOFT STUFF

STORY OF

THE SOLUTION

HOW TO APPLY IT


WHAT WE SAW WHAT WE DID ABOUT IT


CULTURE

IS NOT ABOUT WHAT YOUR VALUES ARE IT’S ALL ABOUT ALIGNMENT

GROWTH

… COMPLEXITY

FREEDOM & AUTONOMY

% HIGH PERFORMING EMPLOYEES

CULTURE IS ABOUT SUSTAINABLY SCALING

GROWTH

… COMPLEXITY

FREEDOM & AU

TONOMY

% HIGH PER

FORMING EM

PLOYEES & H

APPINESS!

CULTURE IS ABOUT SUSTAINABLY SCALING

Thoughts Words Behaviors Values

Learning

*Simon Dolan – Coaching by Values, 2012

CULTURE IS A JOURNEY

BE INTENTIONAL!

WE ARE ALWAYS EITHER AFFECTING OR

INFECTING

CULTURE IS CONTAGIOUS

INTEGRITY

COMMUNICATION

RESPECT

EXCELLENCE

CAUTION!

STORIES SHOW YOUR REAL CULTURE!

WHAT ARE YOUR CULTURE STORIES?

CULTURE TIP

PERSONAL EMOTIONAL CONNECTION

CELEBRATE

BIG TIP

CONNECTEDNESS IS PERSONAL

ENCOURAGE DEPTH & NUMBER OF CONNECTIONS

1 MAIN ENTRANCE…

CONNECTEDNESS TIP

CONNECTEDNESS TIP

COLABORATIVE ENVIRONMENT

APPLY THE SCIENCE 4min “lunch Line”

LET’S TRY!

“Happiness does not come so much from within than it does from between”

Tony Hsieh

SENSE of PROGRESS TIP LET EMPLOYEES FEEL PROGRESS BY SETTING, MEASURING & CELEBRATING GOALS DIFFERENTLY!

PROMOTION

18 Months

PROMOTION

PROMOTION

6 Months

6 Months

6 Months

SENSE of PROGRESS TIP

FEEDBACK & COACHING

LET EMPLOYEES FEEL PROGRESS BY SETTING, MEASURING & CELEBRATING GOALS DIFFERENTLY!

SENSE of CONTROL TIP START SMALL! THE STRONGER THE CULTURE, MORE THE AUTONOMY.

SENSE of CONTROL TIP START SMALL! STRONGER THE CULTURE, MORE THE AUTONOMY.

IF YOU WANT TO BUILD A SHIP,

DON’T DIVIDE THE WORK AND GIVE ORDERS. INSTEAD TEACH THEM TO YEARN FOR THE VAST AND ENDLESS SEA.

PURPOSE IS ESSENTIAL

~SAINT EXUPERY

PURPOSE TIP HELP PEOPLE FIND MEANING AT WORK!

PURPOSE TIP HELP PEOPLE CONNECT TO A HIGHER PURPOSE

COSTCO CONTAINER STORE GOOGLE JET BLUE JOHNSON & JOHNSON HONDA LL BEAN METHOD PATAGONIA REI SOUTHWEST TOM’S

TOYOTA TRADER JOE’S NEW BALANCE STARBUCKS AMAZON BMW CATEPILLAR EBAY IDEO IKEA WHOLE FOODS ZAPPOS

PURPOSE DRIVEN CO’S

IS HAPPINESS AT WORK NICE TO HAVE

OR NEED TO HAVE?

MASS PRODUCTION MODEL OF 1950’s SQUEEZE THEM FOR EVERY DROP

YOU’RE LUCKY TO HAVE A JOB

NICE OR NEED TOP DOWN IS DYING

WORK LIFE INTEGRATION

QUALITY OF LIFE OVER MONEY

NICE OR NEED MILLENIALS RISING

PSST, YOUR CULTURE IS SHOWING

NICE OR NEED TRANSPARENCY IS A TSUNAMI

POOR -‐> OK Performance 60-‐80% ROI

GOOD Performance 100% ROI

WOW Performance 120% ROI

COMMUNICATION

GET JOB DONE

ENGAGED WITH PROJECTS/TASKS

RELIABILITY

SHORT TERM MOTIVATION

ENOUGH TO RETAIN?

ENGAGED WITH: -‐ PEOPLE -‐ PROJECTS -‐ PURPOSE

LOYAL EMPLOYEE

(WORD/MOUTH)

LONG TERM MOTIVATION

TALENT RETENTION

MEANINFUL

CONNECTIONS Disengaged

Engaged

Happy

NICE OR NEED THE NEW ENGAGEMENT

WHERE DO I BEGIN? 3 TOOLS & 3 STEPS

NIC MARKS, TED SPEAKER HOUSE OF PARLIAMENT 2012

FREE : ) TOOLS FOR YOU 1. HAPPINESS AT WORK SURVEY

DELIVERINGHAPPINESS.COM

TOOLS FOR YOU 2. HAPPINESS ROI CALCULATOR

FREE : )


TOOLS FOR YOU 3. CULTURE BOOK

FREE : )

FEEL GOOD WHILE YOU DO GOOD


TOOLS FOR YOU 3. SHOP@DH

1. ASK WHAT DOES YOUR CULTURE LOOK LIKE?

TIP FOCUS ON MANAGERS

SAYING HELLO TO A NEW EMPLOYEE INCREASES PRODUCTIVITY 15% FOR 9 MONTHS

2. INVESTIGATE HOW DO YOUR EMPLOYEES FEEL? CUSTOMERS?

IT’S HARD. START EARLY.

WHAT ARE YOUR -  PERSONAL -  COMPANY’S DO THEY ALIGN?

3. DEFINE YOUR VALUES



ASK YOURSELF..

WHAT WILL YOUR ULOGY BE?

HOW WILL YOU CHANGE I WISH TO I LIVED?


IMAGINE…

THANK YOU!

THEN DO.

HOW CAN WE HELP?

CULTURE BOOK

COPY OF PRESENTATION [email protected]

JOIN THE MOVEMENT

DELIVERINGHAPPINESS.COM FACEBOOK.COM/DELIVERINGHAPPINESS

TWITTER | @DHMOVEMENT

at WORK

JOIN THE MOVEMENT! DELIVERINGHAPPINESS.COM

[email protected]

WILL CHANGE WITH INTERVENTION

GOOD NEWS

76% OF EMPLOYEES

SO…CAN YOU QUANTIFY THAT?

CORE VALUES DEFINE CULTURE

business mastery international - sunny grosso - delivering happiness

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