tom peters with kpmg
TRANSCRIPT
NOTENOTE:: To appreciateTo appreciate this presentation this presentation [and [and
insure that it is not a insure that it is not a messmess],], you need Microsoft you need Microsoft
fonts:fonts:
“Showcard Gothic,”“Showcard Gothic,” “Ravie,”“Ravie,” “Chiller”“Chiller”
andand “Verdana”“Verdana”
Section Section TWOTWO of TWO of TWO
Tom Peters’ X25*Tom Peters’ X25*
EXCELLENCE. EXCELLENCE. ALWAYS.ALWAYS.
KPMG/Training SolutionsKPMG/Training Solutions/Nairobi/21July2007/Nairobi/21July2007
**In Search of ExcellenceIn Search of Excellence 1982-2007 1982-2007
part part threethree
EXCELLENCE. EXCELLENCE.
VALUE ADDED.VALUE ADDED.UP THE LADDER.UP THE LADDER.
Up, Up, Up,
Up
the Value-added Ladder.
EXCELLENCE.EXCELLENCE.
VALUE-ADDED LADDER I.VALUE-ADDED LADDER I. SOLVE IT. SOLVE IT.
$55$55BB
HuHuggee:: Customer
SatisfactionSatisfaction versus Customer
SuccessSuccess
“ ‘“ ‘Results’ are Results’ are measured by the measured by the
successsuccess ofof
all those who all those who have purchased have purchased your product or your product or
service”service” —Jan Gunnarsson & Olle Blohm,—Jan Gunnarsson & Olle Blohm,
The Welcoming LeaderThe Welcoming Leader
““He had done nothing to sell me on his He had done nothing to sell me on his business, yet he had given me the most business, yet he had given me the most
powerful sales pitch of my life.powerful sales pitch of my life. Because Because his his sole sole concern had concern had been been mymy welfare and welfare and
the success of the success of mymy business.”business.”
—Jim Penman, on learning how to sell (—Jim Penman, on learning how to sell (What WillWhat Will They Franchise Next? The Story of Jim’s Group They Franchise Next? The Story of Jim’s Group))
Up,Up, Up,Up, Up, Up,
UpUp
the Value-added Ladder.
The Value-added Ladder/ STUFF ‘N’ THINGSSTUFF ‘N’ THINGS
GoodsGoods Raw Materials Raw Materials
The Value-added Ladder/Stuff & TRANSACTIONSTRANSACTIONS
ServicesServicesGoods
Raw Materials
The Value-added Ladder/ OPPORTUNITY-SEEKINGOPPORTUNITY-SEEKING
Customer Success/ Customer Success/ Gamechanging Gamechanging
SolutionsSolutionsServicesGoods
Raw Materials
EXCELLENCE.EXCELLENCE.
SOLVE IT.SOLVE IT. NO OPTION. NO OPTION.PSF. (PSF++)PSF. (PSF++)
““[Former Fed Vice-chairman Alan] [Former Fed Vice-chairman Alan] Blinder … Blinder … remains an implacable opponent of tariffs and remains an implacable opponent of tariffs and
trade barriers. But now he is saying loudly that a trade barriers. But now he is saying loudly that a new industrial revolution—communication new industrial revolution—communication
technology that allows services to be delivered technology that allows services to be delivered
from afar—will put as many as from afar—will put as many as 40 40 million Americanmillion American jobsjobs at risk of being shipped out of the at risk of being shipped out of the
country in the next decade or two.”*country in the next decade or two.”* —Wall Street —Wall Street Journal Journal /0328/0328
*Blinder: 40 million = *Blinder: 40 million = “only the tip“only the tip of a very big iceberg.”of a very big iceberg.”
Department Head
to …
ManaginManaging g
PartnerPartner, , ISIS [HR, R&D, etc.] IncInc..
Answer:
PSFPSF
Core Mechanism:“Game-changing Solutions”
PSFPSF (Professional Service Firm “model”/The Organizing Principle)
+
Brand YouBrand You(“Distinct” or “Extinct”/The Talent)
+
Wow! ProjectsWow! Projects (“Different” vs “Better”/The Work)
TheThe ““PSF35PSF35””:: Thirty-Five Thirty-Five
Professional Service Firm Professional Service Firm Marks of ExcellenceMarks of Excellence
The PSF35: The Work & The Legacy
1.1. CRYSTAL CLEAR POINT OF VIEWCRYSTAL CLEAR POINT OF VIEW
(E very Practice Group: “If you can’t explain your position in eight(E very Practice Group: “If you can’t explain your position in eight words or less, you don’t have a position”—Seth Godin)words or less, you don’t have a position”—Seth Godin)2. 2. DRAMATIC DIFFERENCEDRAMATIC DIFFERENCE (“We are the only ones who do what (“We are the only ones who do what we do”—Jerry Garcia)we do”—Jerry Garcia)3. Stretch Is Routine (“Never bite off less than you can chew”—anon.)3. Stretch Is Routine (“Never bite off less than you can chew”—anon.)4. Eye-Appetite for Game-changer Projects (Excellence at Assembling4. Eye-Appetite for Game-changer Projects (Excellence at Assembling “ “Best Team”—Fast) Best Team”—Fast) 5. “Playful” Clients (Adventurous folks who unfailingly Aim to Change5. “Playful” Clients (Adventurous folks who unfailingly Aim to Change the World)the World)6. Small “Uneconomic” Clients with Big Aims6. Small “Uneconomic” Clients with Big Aims7. Life Is Too Short to Work with Jerks (Fire lousy clients)7. Life Is Too Short to Work with Jerks (Fire lousy clients)8. 8. OBSESSED WITH LEGACYOBSESSED WITH LEGACY (Practice Group and Individual: “Dent the (Practice Group and Individual: “Dent the Universe”—Steve Jobs)Universe”—Steve Jobs)9. Fire-on-the-spot Anyone Who Says, “Law/Architecture/Consulting/9. Fire-on-the-spot Anyone Who Says, “Law/Architecture/Consulting/ I-banking/ Accounting/PR/Etc. has become a ‘commodity’ ”I-banking/ Accounting/PR/Etc. has become a ‘commodity’ ”10. Consistent with #9 above … 10. Consistent with #9 above … DO NOT SHY AWAY FROM THEDO NOT SHY AWAY FROM THE WORD (IDEA) “RADICAL”WORD (IDEA) “RADICAL”
Pointed Pointed Point of Point of View!View!
The PSF35: The Firm & The Brand
28. 28. EAT-SLEEP-BREATHE-OOZE INTEGRITYEAT-SLEEP-BREATHE-OOZE INTEGRITY (“My life (“My life is my message”—Gandhi)is my message”—Gandhi)
29. Excellence+ in 29. Excellence+ in EXECUTIONEXECUTION … 100.00% of the Time… 100.00% of the Time30. “Drop everything”/“Swarm” to Support a Harried-On30. “Drop everything”/“Swarm” to Support a Harried-On The Verge TeamThe Verge Team
31. 31. SPEND ON R&D LIKE A TECH FIRM.SPEND ON R&D LIKE A TECH FIRM.32. 32. A PROPRIETARY METHODOLOGYA PROPRIETARY METHODOLOGY (FBR, McKinsey, (FBR, McKinsey, Chiat Day, IDEO, old EDS)Chiat Day, IDEO, old EDS)
33. 33. BRAND MANIACSBRAND MANIACS (Organize Around a Point of View Worth(Organize Around a Point of View Worth BROADCASTING)BROADCASTING)
3434. . PASSION! ENTHUSIASM!PASSION! ENTHUSIASM!
35.35. EXCELLENCE. ALWAYS.EXCELLENCE. ALWAYS.
Psf.Psf.Bedrock.Bedrock.
PSFPSF/Professional Service Firm/Beliefs/Professional Service Firm/Beliefs
ProfessionProfession: : Calling/Passion to make aCalling/Passion to make a difference/Excellence difference/Excellence (always)(always)
point of viewpoint of view: : know exactly what weknow exactly what we stand for/ stand for/ “Dramatic “Dramatic Difference”Difference”
ClientClient: : enduring, test-the-limits enduring, test-the-limits relationship/Trusted advisor relationship/Trusted advisor
SolutionSolution: : Rock His-her World/ Rock His-her World/ “wow”“wow”// implemented “Culture implemented “Culture change”/change”/ >>>>>> “satisfaction” >>>>>> “satisfaction”
Photographer: Louise Roach
Big Idea:
“Corporation” as “Corporation” as
Mega-“PSFMega-“PSF”” (Professional (Professional Service Firm*)Service Firm*)
* “Virtual” Collection of Entrepreneurially-minded Professionals (“Talent”/“Roster”)
Creating/Applying Intellectual Capital (“Work Product”)
Are you the …
““PrinciPrincippal al EnEnggineine of of
Value Added”Value Added”*E.g.: Your R&D budget as robust as the New Products team?
Core Mechanism:“Game-changing Solutions”
PSFPSF (Professional Service Firm “model”/The Organizing Principle)
+
Brand YouBrand You(“Distinct” or “Extinct”/The Talent)
+
Wow! Wow! ProjectsProjects
(“Different” vs “Better”/The Work)
““Let’s make Let’s make a dent in the a dent in the universe!”universe!” —Steve
Jobs
Your Current Project?
1. Another day’s work/Pays the rent.4. Of value.7. Pretty Damn Cool/Definitely subversive.10. WE AIM TO CHANGE THEWE AIM TO CHANGE THE WORLD. WORLD. (Insane!/Insanely(Insane!/Insanely Great!/WOW!) Great!/WOW!)
If you are not If you are not prepared to be prepared to be fired over your fired over your
beliefs … you are beliefs … you are working on the working on the
wrong project.wrong project. —TP
Starting a WOWWOW!! Projects Projects
Epidemic:Epidemic:
Demos, Heroes, Demos, Heroes, Stories!Stories!
Premise:
““Ordering” Ordering” Systemic Systemic
Change is a Change is a Waste of Waste of
Time!Time!
Demos!Demos! Heroes! Heroes! Stories!Stories!
Subversive Change
Be(very)ware “genetic constraints” (history’s looong Be(very)ware “genetic constraints” (history’s looong arm)arm)
You must “do” GandhiYou must “do” Gandhi
Hire weird (fulltime or temp)Hire weird (fulltime or temp)
Find the extant crazies (troll for them via offers to join Find the extant crazies (troll for them via offers to join weird project teams)weird project teams)
Create a (quiet) “Crazies Club”/Keep extendin’ the WebCreate a (quiet) “Crazies Club”/Keep extendin’ the Web
Create “boondocks projects” by the truckload (with Create “boondocks projects” by the truckload (with partners of every flavor)partners of every flavor)
Understand: Yours is a “protection racket”Understand: Yours is a “protection racket”Sky High Standards!! (There’s a deadly serious reason Sky High Standards!! (There’s a deadly serious reason
for “all this”—life or death)for “all this”—life or death)
TP Heroes: Allan Puckett; Bob Stone; Jill Ker Conway; TP Heroes: Allan Puckett; Bob Stone; Jill Ker Conway; Kelly Johnson; John BoydKelly Johnson; John Boyd
EXCELLENCE.EXCELLENCE.
VALUE-ADDED LADDER II.VALUE-ADDED LADDER II. EXPERIENCE IT. EXPERIENCE IT.
““Experiences Experiences are as distinct are as distinct
from services as from services as services are from services are from goods.”goods.” —Joe Pine & Jim Gilmore, The
Experience Economy: Work Is Theatre & Every Business a Stage
Safe, On-time and ...Safe, On-time and ...
“We defined “We defined personality as a personality as a
market niche. We market niche. We seek to amaze, seek to amaze,
surprise, surprise, entertain.”entertain.”
— Herb Kelleher, SWA / LUV— Herb Kelleher, SWA / LUV
Up,Up, Up,Up, Up, Up,
UpUp
the Value-added Ladder.
The Value-added Ladder/ MEMORABLE CONNECTIONMEMORABLE CONNECTION
Spellbinding Spellbinding ExperiencesExperiences
Gamechanging SolutionsServicesGoods
Raw Materials
Beyond the “Transaction”/ “Satisfaction” Mentality
“Good hotel”/ “Happy guest”/ “Exceeded Expectations”
vs.
“Great “Great VacationVacation”/ ”/ “Great “Great ConferenceConference”/”/ “Operation “Operation PersonalPersonal
RenewalRenewal””
Words!Words!
—— Magician of Magical Moments Magician of Magical Moments—— Maestro of Moments of Truth Maestro of Moments of Truth—— Recruiter of Raving Fans Recruiter of Raving Fans—— Impresario of First Impressions Impresario of First Impressions—— Wizard of WOW Wizard of WOW—— Captain of Brilliant Comebacks Captain of Brilliant Comebacks—— Director of Electronic Customer Experiences Director of Electronic Customer Experiences—— Conductor of Customer Intimacy Conductor of Customer Intimacy—— King of Customer Community King of Customer Community—— Queen of Customer Retention Queen of Customer Retention—— CEO of Ownership Experience CEO of Ownership Experience—— Managing Director of After-sales Experience Managing Director of After-sales Experience
<TG<TGWWvs.vs.
>TG>TGRR[Things Gone [Things Gone WRONGWRONG/Things Gone /Things Gone RIGHTRIGHT]]
tom peters:tom peters: what what I’ve Learned I’ve Learned about “Small about “Small
Business”Business”
Passion for PRODUCT.Passion for PRODUCT.OBSESSION With ProductOBSESSION With Product..
LOVE LOVE The Product.The Product.Aim To Be Aim To Be “ONLY ONES WHO DO WHAT WE DO.”“ONLY ONES WHO DO WHAT WE DO.”
Keep Keep ADDIN’ADDIN’ Stuff. Stuff.Invest “UNWISELY” in R&D.Invest “UNWISELY” in R&D.
Reside Permanently In The Reside Permanently In The DISCOMFORTDISCOMFORT Zone. Zone.“Unhealthy” “Unhealthy” PARANOIA PARANOIA Is A Good Thing.Is A Good Thing.
Add Clients ThatAdd Clients That PUSH-PULL. PUSH-PULL.SELL.SELL. SELL. SELL. SELL.SELL. SELL. SELL.
Go For Broke: Go For Broke: CUSTOMER CONTACT PEOPLE.CUSTOMER CONTACT PEOPLE.PERFECTION:PERFECTION: Customer Contact People. Customer Contact People.
Hire for Hire for ATTITUDE.ATTITUDE.INVITE INVITE On An Adventure.On An Adventure. GREATGREAT CFO/Biz Guy-Gal. CFO/Biz Guy-Gal. NASTYNASTY CFO/Biz Guy-Gal. CFO/Biz Guy-Gal.
QUADRANGULAR LEADERSHIP:QUADRANGULAR LEADERSHIP: Visionary-Talent Fanatic- Visionary-Talent Fanatic-Project Manager-I.P.M.Project Manager-I.P.M. (I.P.M. = Inspired Profit Mechanic)(I.P.M. = Inspired Profit Mechanic)
GREATGREAT Logo. Logo.DESIGN!DESIGN!
“OVERDO”“OVERDO” Marketing Materials. Marketing Materials.WOMENWOMEN Roar. Roar. WOMENWOMEN Rule. Rule. WOMENWOMEN Buy. Buy.
Diversity = Diversity = $$$$$$$$$$$$Be Be RELENTLESS.RELENTLESS. Cut And Cut And RUN.RUN.
Product Includes-Features theProduct Includes-Features the PACKAGING. PACKAGING.Define YourDefine Your DRAMATIC DIFFERENCE DRAMATIC DIFFERENCE (R.P.O.V.8)(R.P.O.V.8)
Best Best STORYSTORY Wins. Wins.DRESSDRESS For Success. For Success.
First Goal: First Goal: AMUSEAMUSE Yourself. Yourself.Know Know YOURSELF.YOURSELF.
DON’TDON’T Do Stuff You Hate. Do Stuff You Hate. “Over-invest” In “Over-invest” In RELATIONSHIPS.RELATIONSHIPS.
(R.O.I.R.: Return On Investment in Relationships)(R.O.I.R.: Return On Investment in Relationships)
SYSTEMATICALLYSYSTEMATICALLY “Manage” Relationships. “Manage” Relationships.“Work” The “Work” The SUPPORT PEOPLESUPPORT PEOPLE In Client Orgs. In Client Orgs.
BLOG BLOG As If Your Life Depended On It.As If Your Life Depended On It.SOPHISTICATEDSOPHISTICATED Use Of Infotech. Use Of Infotech.
RESPONSERESPONSE To Problems. To Problems.Make ’Em Make ’Em PAY.PAY.
CLOSE CLOSE The Sale.The Sale. Invest Invest BIGTIMEBIGTIME In PR. In PR.
Media Media FRIENDLY.FRIENDLY.Live-To-Live-To-SCHMOOZE.SCHMOOZE.
Fun/Laughter =Fun/Laughter = $$$$ $$$$ MBWA:MBWA: Stay In Touch. Stay In Touch.
“You Must Be The Change You Wish“You Must Be The Change You Wish To See In The World”/ To See In The World”/GANDHIGANDHI
5K For 5K For 5M.5M.YourYour CALENDAR CALENDAR Never Lies.Never Lies.
OUT:OUT: Pastels.Pastels. IN:IN: TTeecchhnniiccoolloorr
JUST SAY “NO” TO C.E.O.:JUST SAY “NO” TO C.E.O.: CIOCIO/Chief Innovation /Chief Innovation Officer. Officer. CSOCSO/Chief Sales Officer. /Chief Sales Officer. CWOCWO//
Chief Wow OfficerChief Wow Officer
EXCELLENCEEXCELLENCE Is Very Cool.Is Very Cool. “MICRO-MANAGE”“MICRO-MANAGE” Your Reputation. Your Reputation.Wear Your Integrity On Your Wear Your Integrity On Your SLEEVE.SLEEVE.
KEEPKEEP Your Promises. Your Promises.EXECUTIONEXECUTION!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
“A Man Without A Smiling Face“A Man Without A Smiling Face MUST NOT MUST NOT Open His Shop.”Open His Shop.”
RECOGNITION! RECOGNITION! Work Work HARD,HARD, Not Smart. Not Smart.
“Insanely Great.” “Insanely Great.” THE STANDARD.THE STANDARD.
R.O.I.RR.O.I.R
Measure #1:Measure #1: R.O.I.R.R.O.I.R.*
**Return On Return On Investment In Investment In RelationshipsRelationships
SellSellSellSellSellSell
I [“Bacteria Man”] HEREBY PLEDGE:
When asked, “What are some examples of companies stepping up to today’s
challenges?” … I will … NEVER NEVER AGAINAGAIN … offer an example of a Giant Company; instead I’ll refer to
Cirque du Soleil, Donnelly’s Weatherstrip Service, 3K tanning salons, 10.6M women-owned businesses (or the
typically/95+% female recipients of micro-lending) …*
*There is more to Biz Life than Giant Cos … LOTS MORE … that “hidden 99%”
Excellence.Excellence.Bank on it.Bank on it.(commerce (commerce
bank.)bank.)
The Commerce Bank ModelThe Commerce Bank Model
“Are you going to “Are you going to costcost cutcut your way to prosperity?your way to prosperity?
Or …Or …
are you going to are you going to spendspend your your way to prosperity?”way to prosperity?”
Source: Source: Fans! Not customers. How Commerce Bank Fans! Not customers. How Commerce Bank Created a Super-growth Business in a No-growth Created a Super-growth Business in a No-growth
IndustryIndustry, Vernon Hill & Bob Andelman, Vernon Hill & Bob Andelman
The Commerce Bank ModelThe Commerce Bank Model
“cost cutting “cost cutting is a death is a death spiral.”spiral.”
Source: Source: Fans! Not customers. How Commerce Bank Fans! Not customers. How Commerce Bank Created a Super-growth Business in a No-growth Created a Super-growth Business in a No-growth
IndustryIndustry, Vernon Hill & Bob Andelman, Vernon Hill & Bob Andelman
““Our whole Our whole story is story is growing growing
revenue.”revenue.” —Vernon Hills (Top-line driven; standard —Vernon Hills (Top-line driven; standard
is bottom-line driven by cost cutting)is bottom-line driven by cost cutting)
The Commerce Bank ModelThe Commerce Bank Model
““overover-invest in -invest in our people, our people, overover--
invest in our invest in our facilities.”facilities.”
Source: Source: Fans! Not customers. How Commerce Bank Fans! Not customers. How Commerce Bank Created a Super-growth Business in a No-growth Created a Super-growth Business in a No-growth
IndustryIndustry, Vernon Hill & Bob Andelman, Vernon Hill & Bob Andelman
Commerce Bank: From “Service” to “Experience”Commerce Bank: From “Service” to “Experience”
7X. 730A-7X. 730A-800P. 800P.
F12A.F12A.**
**’93-’03/10 yr annual return: CB: 29%; ’93-’03/10 yr annual return: CB: 29%; WM: 17%; HD: 16%. Mkt Cap: 48% p.a.WM: 17%; HD: 16%. Mkt Cap: 48% p.a.
The Commerce Bank ModelThe Commerce Bank Model
“every computer at commerce bank has a “every computer at commerce bank has a
specialspecial redred keykey on it that on it that
says, ‘found something stupid that we are says, ‘found something stupid that we are doing that interferes with our ability to service doing that interferes with our ability to service the customer? Tell us about it, and if we agree, the customer? Tell us about it, and if we agree,
we will give you $50.’”we will give you $50.’”
Source: Source: Fans! Not customers. How Commerce Bank Fans! Not customers. How Commerce Bank Created a Super-growth Business in a No-growth Created a Super-growth Business in a No-growth
IndustryIndustry, Vernon Hill & Bob Andelman, Vernon Hill & Bob Andelman
““You do not merely want to be You do not merely want to be
the best of the best.the best of the best. You You want to be want to be
considered the considered the only ones who only ones who do what you do what you
dodo.”.” —Jerry Garcia—Jerry Garcia
Up,Up, Up,Up, Up, Up,
UpUp
the Value-added Ladder.
The Value-added Ladder/ MEMORABLE CONNECTIONMEMORABLE CONNECTION
Spellbinding Spellbinding ExperiencesExperiences
Gamechanging SolutionsServicesGoods
Raw Materials
EXCELLENCE. EXCELLENCE.
SOUL I.SOUL I.DESIGN.DESIGN.
All Equal Except …
“At Sony we assume that all products of our competitors
have basically the same technology, price, performance
and features. DesiDesiggn is the n is the onlonlyy thin thingg that that
differentiates one differentiates one pproduct from another roduct from another in the marketin the marketpplacelace.”.” —
Norio Ohga
“Design is
treated like treated like a religiona religion at
BMW.” —Fortune
Bottom Line.
Design “is” … Design “is” … WHAT & WHY I WHAT & WHY I
LOVE. LOVE.
LOVELOVE..
I I LOVELOVE my …my …
All Time No.1 (TP)
ZiplocsZiplocs
Design “is” … Design “is” … WHY I GET MAD. WHY I GET MAD.
MADMAD..
WantedWanted:: THE THE DESIGNER DESIGNER
OF MY OF MY NEW HP NEW HP
COMPUTECOMPUTERR
Design is …Design is …
never never neutralneutral..
Hypothesis:Hypothesis: DESIGNDESIGN is is the pthe principalrincipal
differencedifference between love between love
and hate! and hate!
EXCELLENCE.EXCELLENCE.
SYSTEMS. SYSTEMS. DESIGN. DESIGN. K.I.S.S.K.I.S.S.
450/8450/8
EXCELLENCE.EXCELLENCE.
VALUE-ADDED LADDER III.VALUE-ADDED LADDER III.
DREAM IT.DREAM IT.
Furniture vs. Dreams
“We do not sell ‘furniture’ at
Domain. We sell We sell dreamsdreams. This is
accomplished by addressing the half-formed needs in our
customers’ heads. By uncovering these needs, we, in essence, fill in the blanks. We
convert ‘needs’ into ‘dreams.’ Sales are the
inevitable result.” — Judy George,
Domain Home Fashions
Up,Up, Up,Up, Up, Up,
UpUp
the Value-added Ladder.
The Value-added Ladder/ EMOTIONEMOTION
Dreams Come TrueDreams Come TrueSpellbinding Experiences Gamechanging Solutions
ServicesGoods
Raw Materials
EXCELLENCE.EXCELLENCE.
SOUL II.SOUL II.THE STORY.THE STORY.
““StorytellinStorytelling g
is the core is the core of culture.”of culture.”
—Branded Nation: The Marketing of Megachurch, College Inc., and Museumworld, James Twitchell
Best Best story story wins!wins!
MarketMarket Power = Power =
StoryStory Power Power
Pause.Pause.“Little “Little Stuff.” Stuff.”
““Leaders Leaders
‘‘SERVESERVE’’ people. people.
Period.”Period.” —Anon.
CauseCause (worthy of (worthy of
commitment)commitment)
SpaceSpace (room (room
for/encouragementfor/encouragement for initiative) for initiative)
DecencyDecency (respect,(respect,
humane) humane)
THE PROBLEMTHE PROBLEM IS RARELY THE IS RARELY THE
PROBLEM.PROBLEM.
THE PROBLEM IS THE PROBLEM IS RARELY/NEVER THE RARELY/NEVER THE
PROBLEM. THE PROBLEM. THE
RESPONSERESPONSE TO TO THE PROBLEM THE PROBLEM
INVARIABLY ENDS UP INVARIABLY ENDS UP BEING THE REAL BEING THE REAL
PROBLEM.*PROBLEM.**RMN, M Stewart, WJC, “Scooter” Libby*RMN, M Stewart, WJC, “Scooter” Libby
PERCEPTIOPERCEPTION IS ALL N IS ALL
THERE IS. THERE IS. PERIODPERIOD.*
*From Whole Foods to IBM to the corner deli
PrioritiesPriorities
““I used to have a rule for myself that at any point in I used to have a rule for myself that at any point in time I wanted to have in mind time I wanted to have in mind — as it so happens, — as it so happens, also in writing, on a little card I carried around with also in writing, on a little card I carried around with me — the three big things I was trying to get done. me — the three big things I was trying to get done.
ThreeThree..
Not two. Not two. Not four. Not four. Not five.Not five.Not ten.Not ten.Three.”Three.”
— Richard Haass, — Richard Haass, The Power to PersuadeThe Power to Persuade
““Really Important Really Important
Stuff”:Stuff”: Roger’s Roger’s Rule ofRule of
ThreeThree!!
““Dennis, you need a … Dennis, you need a …
‘To-don’t ’‘To-don’t ’
List !”List !”
““The The oneone thinthing you g you need to know about need to know about sustained individual sustained individual
success: Discover what success: Discover what you don’t like doing and you don’t like doing and
stopstop doing it.”doing it.”
—Marcus Buckingham, The One Thing You Need to Know
SWEET SPOT: SWEET SPOT: SEEKING THE SEEKING THE DISDISCOMFORTCOMFORT
ZONE. ZONE.
““Do one Do one thing every thing every
day that day that scares you.”scares you.”
—Eleanor Roosevelt
““A typical day at the office for A typical day at the office for me begins by asking,me begins by asking,
‘‘What is What is impossible that I impossible that I am going to do am going to do todaytoday?’”?’” —Daniel Lamarre, —Daniel Lamarre,
president,president, Cirque du SoleilCirque du Soleil
““Little Stuff” Little Stuff” (the end)(the end)(almost)(almost)
Conrad Hilton, at a big celebration of his Conrad Hilton, at a big celebration of his life, on “the most important lesson you’ve life, on “the most important lesson you’ve
learned in you long and distinguished learned in you long and distinguished
career”:career”: ““remember remember to tuck the to tuck the
shower curtain shower curtain inside inside
the bathtub”the bathtub”
““Little Stuff” Little Stuff” (the end)(the end)
““NEW” NEW” MARKETS.MARKETS.
E-nor-mous E-nor-mous Stra-te-gic Stra-te-gic opp-or-tun-opp-or-tun-ity. ity. Damn Damn
it.it.
women.women.BOOMERBOOMER
S.S.GEEZERSGEEZERS
..
““EXCELLENCE.” EXCELLENCE.”
AARGH.AARGH.
20055
Good Thinking, Guys!
“Kodak Sharpens Digital Focus “Kodak Sharpens Digital Focus
On Its Best Customers:On Its Best Customers:
WomenWomen””
—Page 1 Headline/WSJ/0705
EXCELLENCE. EXCELLENCE.
DUH.DUH.
““To be a leader in To be a leader in consumer consumer
products, it’s products, it’s critical to have critical to have
leaders who leaders who represent the represent the population we population we
serve.”serve.” —Steve —Steve
Reinemund/PepsiCoReinemund/PepsiCo
““Forget Forget ChinaChina, , IndiaIndia and the and the
InternetInternet: Economic : Economic Growth Is Driven Growth Is Driven
by by WomenWomen.”.” —Headline,
Economist, April 15, 2006, Leader, page 14
Women’sWomen’s Trifecta+ Trifecta+
**BuyBuy * *WealthWealth
**LeadLead
++ECLIPSE OF ECLIPSE OF MALESMALES
(Old/Retire; Young/Poorly educated)
Not Just America …
“Boys Falling “Boys Falling SevenSeven Years Years Behind Girls Behind Girls
at GCSE Level”at GCSE Level” —headline, Weekly Telegraph, UK, 10.25.06
Girls Again Girls Again Outshine BoysOutshine Boys In CBSE Class In CBSE Class
12 Exams 12 ExamsSource: Headline, Dateline Source: Headline, Dateline New DelhiNew Delhi (0526.2007; (0526.2007; Khaleej Times)Khaleej Times)
““Girls are Girls are the new the new boys.”boys.”
Source: Source: The Daily MailThe Daily Mail, 0425.2007,, 0425.2007, “Why today’s women want a girl” “Why today’s women want a girl”
““Women Women areare thethe
majority majority market”market”
—Fara Warner/—Fara Warner/The Power of the PurseThe Power of the Purse
?????????
Home Furnishings … 94%Home Furnishings … 94%Vacations … 92% Vacations … 92% (Adventure Travel … 70%/ $55B travel equipment)
Houses … 91%Houses … 91%D.I.Y. D.I.Y. (major “home projects”) … 80% … 80%
Consumer Electronics … 51% Consumer Electronics … 51% (66% home computers)
Cars … 68% (90%)Cars … 68% (90%)AllAll consumerconsumer purchasespurchases … … 83%83%
Bank Account … 89%Bank Account … 89%Household investment decisions … 67%Household investment decisions … 67%Small business loans/biz starts … 70%Small business loans/biz starts … 70%
Health Care … 80%Health Care … 80%
9191%% women: women: ““ADVERTISERS ADVERTISERS
DON’T DON’T UNDERSTAND USUNDERSTAND US.” .” (58% “ANNOYED.”)(58% “ANNOYED.”)
Source: Greenfield Online for Arnold’s Women’s Insight Team Source: Greenfield Online for Arnold’s Women’s Insight Team (Martha Barletta, (Martha Barletta, Marketing to Women)Marketing to Women)
““The The most most significant variablesignificant variable
inin everyevery sales situation is sales situation is
thethe gendergender of the buyer, of the buyer, and more importantly, how and more importantly, how
the salesperson the salesperson communicates to the communicates to the
buyer’s gender.”buyer’s gender.” —Jeffery Tobias Halter, Selling to Men, Selling to Women
“Women don’t buy
brands. They They join themjoin them.”.”
EVEolution
Selling to men:Selling to men: The The TRANSACTIONTRANSACTION Model Model
Selling to Women:Selling to Women: The The RELATIONALRELATIONAL Model Model
Source: Source: Selling to Men, Selling to WomenSelling to Men, Selling to Women, Jeffery Tobias Halter, Jeffery Tobias Halter
Editorial/Editorial/MenMen:: Tables, Tables, rankings.*rankings.*
Editorial/Editorial/WomenWomen::
NarrativesNarratives that cohere.* that cohere.*
*Redwood (UK)*Redwood (UK)
FemaleThinkFemaleThink/ Popcorn & Marigold/ Popcorn & Marigold
“Men and women don’t think the “Men and women don’t think the same way, don’t communicate same way, don’t communicate
the same way, don’t buy for the the same way, don’t buy for the same reasons.”same reasons.”
““He simply wants the transaction He simply wants the transaction to take place. She’s interested in to take place. She’s interested in
creating a relationship. Every creating a relationship. Every place women go, they make place women go, they make
connections.”connections.”
EVEolution:EVEolution: Truth No. 1 Truth No. 1
Connecting Your Connecting Your Female Consumers Female Consumers
to Each Other to Each Other Connects Them to Connects Them to
Your BrandYour Brand
““The ‘Connection Proclivity’ The ‘Connection Proclivity’ in women starts early. in women starts early. When asked, ‘How was When asked, ‘How was
school today?’ a girl usually school today?’ a girl usually tells her mother every tells her mother every
detail of what happened, detail of what happened, while a boy might grunt, while a boy might grunt,
‘Fine.’ ”‘Fine.’ ”
EVEolution
Carol Gilligan/ Carol Gilligan/ In a Different VoiceIn a Different Voice
Men: Get away from authority, familyMen: Get away from authority, family
Women:Women: ConnectConnect
Men: Self-orientedMen: Self-oriented
Women:Women: Other-orientedOther-oriented
Men: RightsMen: Rights
Women:Women: ResponsibilitiesResponsibilities
““People powered”: People powered”: Age Age 3 3 daysdays, ,
baby girls baby girls 2X2X eye eye
contact. contact. Source: Martha Barletta, Source: Martha Barletta, Marketing to WomenMarketing to Women
2.62.6 vs.vs.
2121
Addenda: Vive Addenda: Vive La difference!La difference!
““Resting” State: 30%, 90%Resting” State: 30%, 90%:: “A woman “A woman knows her children’s friends, hopes, knows her children’s friends, hopes, dreams, romances, secret fears, what dreams, romances, secret fears, what
they are thinking, how they are they are thinking, how they are
feeling. feeling. Men are vaMen are vagguely uely aware of some short aware of some short ppeoeopple le
also livinalso livingg in the house in the house.”.”Barbara & Allan Pease, Why Men Don’t Listen & Women Can’t Read Maps
““As a hunter, a man needed vision that would As a hunter, a man needed vision that would allow him to zero in on targets in the distance … allow him to zero in on targets in the distance … whereas a woman needed eyes to allow a wide whereas a woman needed eyes to allow a wide
arc of vision so that she could monitor any arc of vision so that she could monitor any
predators sneaking up on the nestpredators sneaking up on the nest. . This is This is whwhyy modern men can find their wa modern men can find their wayy effortlessleffortlesslyy to a distant pub, but can to a distant pub, but can
never find thinnever find thinggs in fridges, cus in fridges, cuppboards boards or drawersor drawers.”.”
Barbara & Allan Pease, Barbara & Allan Pease, Why Men Don’t Listen & Women Can’t Read MapsWhy Men Don’t Listen & Women Can’t Read Maps
““Female hearing advantage contributes significantly to Female hearing advantage contributes significantly to what is called ‘women’s intuition’ and is one of the what is called ‘women’s intuition’ and is one of the
reasons why a woman can read between the lines of reasons why a woman can read between the lines of
what people say.what people say. Men, however, Men, however, shouldn’t despair. Theshouldn’t despair. Theyy are are excellent at imitatinexcellent at imitatingg animal animal
soundssounds.”.”Barbara & Allan Pease, Barbara & Allan Pease, Why Men Don’t Listen & Women Can’t Read MapsWhy Men Don’t Listen & Women Can’t Read Maps
How many men How many men does it take to does it take to change a rollchange a roll
of toilet paper? of toilet paper?
It’s unknown. It’s It’s unknown. It’s
never happened.never happened.Source: Allan Pease & Barbara Pease, Source: Allan Pease & Barbara Pease, Why Men Can Only Do Why Men Can Only Do
One Thing at a Time and Women Never Stop TalkingOne Thing at a Time and Women Never Stop Talking
AddendaAddendaendsends
1. Men and women are different.1. Men and women are different.2. Very different.2. Very different.3. 3. VERY, VERY DIFFERENTVERY, VERY DIFFERENT..4. Women & Men have a-b-s-o-l-u-t-e-l-y4. Women & Men have a-b-s-o-l-u-t-e-l-y nothing in common. nothing in common.5. Women buy lotsa stuff.5. Women buy lotsa stuff.
6. 6. WOMEN BUY A-L-L THE WOMEN BUY A-L-L THE STUFFSTUFF..7. Women’s Market = Opportunity No. 1.7. Women’s Market = Opportunity No. 1.8. Men are (STILL) in charge.8. Men are (STILL) in charge.9. 9. MEN ARE … TOTALLY, HOPELESSLYMEN ARE … TOTALLY, HOPELESSLY CLUELESS ABOUT WOMEN. CLUELESS ABOUT WOMEN.
10. 10. Women’s Women’s Market = Market =
Opportunity Opportunity No. 1.No. 1.
EXCELLENCE. EXCELLENCE. OPPORTUNITY.OPPORTUNITY.
WOMEN.WOMEN. BUSINESS. BUSINESS. OWNERS. OWNERS.
10.610.6
““The growth and The growth and success of women-success of women-
owned businesses is owned businesses is one of the most one of the most
profound changes profound changes takingtaking place in the place in the
business worldbusiness world today.”today.” —Margaret Heffernan, How She Does It
Women-owned BizWomen-owned Biz
U.S. employees > U.S. employees > F500 employees F500 employees
worldwideworldwideSource: Martha Barletta, Source: Martha Barletta, Marketing to WomenMarketing to Women
9494%% of loans to of loans to
……
womenwomen****MMicrolending; “Banker to the poor”; Grameen Bank; icrolending; “Banker to the poor”; Grameen Bank;
Muhammad Yunus; 2006 Nobel Peace Prize winnerMuhammad Yunus; 2006 Nobel Peace Prize winner
WOMEN.WOMEN.
DOMINATE. DOMINATE. ECONOMIC. ECONOMIC. GROWTH.GROWTH.
““Forget Forget ChinaChina, , IndiaIndia and the and the
InternetInternet: Economic : Economic Growth Is Driven Growth Is Driven
by by WomenWomen.”.” —Headline,
Economist, April 15, 2006, Leader, page 14
““Since Since 19701970, , women have women have
held held twotwo out of out of every every three three new new jobs created.”jobs created.” —FT,
10.03.2006
10 UNASSAILABLE REASONS WOMEN RULE10 UNASSAILABLE REASONS WOMEN RULE
WomenWomen make [all] the financial decisions. make [all] the financial decisions.WomenWomen control [all] the wealth. control [all] the wealth.WomenWomen [substantially] outlive men. [substantially] outlive men.WomenWomen start most of the new businesses. start most of the new businesses.Women’sWomen’s work force participation rates have work force participation rates have soared worldwide.soared worldwide.WomenWomen are closing in on “same pay for same are closing in on “same pay for same job.”job.”WomenWomen are penetrating senior ranks rapidly are penetrating senior ranks rapidly [even if the pace is slow for the corner [even if the pace is slow for the corner office per se].office per se].Women’s Women’s leadership strengths are exceptionally wellleadership strengths are exceptionally well aligned with new organizational effectiveness &aligned with new organizational effectiveness & value-added imperatives.value-added imperatives.WomenWomen are better salespersons than men. are better salespersons than men.WomenWomen buy [almost] everything—commercial buy [almost] everything—commercial as well as consumer goods.as well as consumer goods.
SoSo whatwhat exactlyexactly isis … … thethe pointpoint ofof menmen??
COROLLARY. COROLLARY. EXCELLENCE. EXCELLENCE.
WOMEN.WOMEN.RULE.RULE.
““AS AS LEADERS, LEADERS, WOMEN WOMEN
RULERULE:: New Studies find
that female managers outshine their male counterparts in almost every measure”
TITLE/ Special Report/ TITLE/ Special Report/ BusinessWeekBusinessWeek
““On average, women and men On average, women and men possess a number of different possess a number of different
innate skills. innate skills. And current And current trends suggest that many trends suggest that many sectors of the twenty-first-sectors of the twenty-first-
century economic century economic community are going to community are going to
need the natural talents of need the natural talents of women.”women.” —Helen Fisher, —Helen Fisher, The First Sex: The The First Sex: The
Natural Talents of Women and How They Are Changing Natural Talents of Women and How They Are Changing the Worldthe World
EXEXCELLENC CELLENC
ALWALWAYSAYS..End.End.
PART PART THREETHREE..
Part Part FourFour
PeoPeo--pleple
EXCELLENCE. EXCELLENCE. INDIVIDUAL.INDIVIDUAL.BRAND YOU.BRAND YOU.
BRAND BRAND YOU.YOU.NO NO
OPTION.OPTION.
““You are the You are the storyteller of your storyteller of your own life, and you own life, and you
can create your own can create your own
legend or not.”legend or not.” —Isabel
Allende
Personal Personal “Brand Equity” Evaluation“Brand Equity” Evaluation
– My current Project is challenging me …My current Project is challenging me …– New things I’ve learned in the last 90 days include …New things I’ve learned in the last 90 days include …– I am known for [2 to 3 things]; next year at this time I’ll I am known for [2 to 3 things]; next year at this time I’ll
also be known for [1 more thing].also be known for [1 more thing].– My public “recognition program” My public “recognition program”
consists of …consists of …– Additions to my Rolodex in the last 90 days include …Additions to my Rolodex in the last 90 days include …
– My resume is My resume is discerniblydiscernibly differentdifferent from last year’sfrom last year’s
at this time …at this time …
R.D.A.R.D.A.
Rate: 15%?, 25%?Rate: 15%?, 25%?
Therefore:Therefore: Formal “Investment Formal “Investment
Strategy”/Strategy”/R.I.PR.I.P.*.**Renewal Investment Plan*Renewal Investment Plan
““The only thing you The only thing you have power over is have power over is to get good at what to get good at what
you do. That’s all you do. That’s all there is; there ain’t there is; there ain’t
no more!”no more!” —Sally Field
Muhammad Yunus:Muhammad Yunus: ““All human All human beings are entrepreneursbeings are entrepreneurs..
When we were in the caves we were When we were in the caves we were all self-employed . . . finding our food, all self-employed . . . finding our food,
feeding ourselves. That’s where feeding ourselves. That’s where human history began . . . As human history began . . . As
civilization came we suppressed it. We civilization came we suppressed it. We became labor because they stamped became labor because they stamped us, ‘You are labor.’ We forgot that we us, ‘You are labor.’ We forgot that we
are entrepreneurs.”are entrepreneurs.”
Source: Muhammad Yunus/The News Hour—PBS/1122.2006
““Never doubt that a Never doubt that a small group of small group of
committed people can committed people can change the change the
world. world. Indeed it isIndeed it is the only thing that the only thing that ever has.”ever has.” —Margaret Mead
““It’s It’s alwaysalways
showtime.”showtime.” —David D’Alessandro, Career Warfare
Brand Essentials: Brand Essentials:
*Mastering Sales/The *Mastering Sales/The Sales25. Sales25.
*Getting Things Done/The *Getting Things Done/The Power & Implementation34.Power & Implementation34.*presentation Excellence/*presentation Excellence/
The PresX56.The PresX56.*interviewing Excellence/*interviewing Excellence/
The IntX31The IntX31
Brand you tool Brand you tool #1: Mastering #1: Mastering
Sales … Sales … The Sales25.The Sales25.
““Everyone lives Everyone lives by selling by selling
something.”something.”—Robert Louis Stevenson
Great Salespeople …Great Salespeople …
1. Know the product. 1. Know the product. (Find cool mentors, and use them.)(Find cool mentors, and use them.)
2. Know the company.2. Know the company.3. Know the customer. 3. Know the customer. (Including the customer’s consultants.) (Including the customer’s consultants.) (And especially the “corporate culture.”)(And especially the “corporate culture.”)
4. 4. Love internal politics at home and abroad.Love internal politics at home and abroad.5. Religiously respect competitors. 5. Religiously respect competitors. (No badmouthing, no (No badmouthing, no matter how provoked.)matter how provoked.)
6. 6. Wire the customer’s org.Wire the customer’s org. (Relationships at all levels & (Relationships at all levels & functions.)functions.)
7. 7. Wire the home team’s org. and vendors’ orgs.Wire the home team’s org. and vendors’ orgs. (INVEST (INVEST Big Time time in relationships at all levels & functions.) (Take junior Big Time time in relationships at all levels & functions.) (Take junior people in all functions to client meetings.)people in all functions to client meetings.)
It’s all It’s all about about
politics!politics! (Play or sit on the sidelines.)(Play or sit on the sidelines.)
““If you don’tIf you don’t listen, youlisten, you don’t selldon’t sell
anything.”anything.”
—Carolyn Marland/Managing Director/Guardian Group
Brand you tool #2: Brand you tool #2: Getting Things Done … Getting Things Done …
The Power & The Power & Implementation34.Implementation34.
*Send “Thank You” notes!*Send “Thank You” notes! It’s (always) It’s (always)
“all about relationships.” And at the Heart of Effective Relationships is … “all about relationships.” And at the Heart of Effective Relationships is … APPRECIATION. APPRECIATION. (Oh yeah: Never, ever forget a birthday of a co-worker.)(Oh yeah: Never, ever forget a birthday of a co-worker.)
*Bring donuts!*Bring donuts! “Small” gestures of appreciation (on a rainy day, after a long day’s “Small” gestures of appreciation (on a rainy day, after a long day’s work the day before) are VBDs … Very Big Deals.work the day before) are VBDs … Very Big Deals.
*Make the call!*Make the call! One short, hard-to-make call today can avert a relationship crisis One short, hard-to-make call today can avert a relationship crisis that could bring you down six months from now.that could bring you down six months from now.
*Remember: There are no “little gestures” of kindness.*Remember: There are no “little gestures” of kindness. As boss, stopping by As boss, stopping by someone’s cube … for 30 seconds … to inquire about their sick parent will be someone’s cube … for 30 seconds … to inquire about their sick parent will be remembered for … remembered for … 10 years10 years. (Trust me.). (Trust me.)
*Make eye contact!*Make eye contact! No big deal? Wrong! “It” is all about … Connection! Paying No big deal? Wrong! “It” is all about … Connection! Paying attention! Being there … in the Moment … Present. So, work on your eye contact, attention! Being there … in the Moment … Present. So, work on your eye contact, your Intent to Connect.your Intent to Connect.
*Smile!*Smile! Or, rather: SMILE. Rule: Or, rather: SMILE. Rule: Smiles beget smiles. Frowns beget frowns. Smiles beget smiles. Frowns beget frowns. Rule: Rule: WORK ON THIS.WORK ON THIS.
*Smile! (If it kills you.)*Smile! (If it kills you.) Energy & enthusiasm & passion engender energy- Energy & enthusiasm & passion engender energy-enthusiasm-passion in those we work with.enthusiasm-passion in those we work with.
Brand You Tool #3: Brand You Tool #3: Presentation Presentation Excellence …Excellence … The PresX56The PresX56
Presentation ExcellencePresentation Excellence
1. Total commitment to the Problem/Project/Outcome1. Total commitment to the Problem/Project/Outcome2. A compelling “Story line”/“Plot”2. A compelling “Story line”/“Plot”3. Enough data to sink a tanker (98% in reserve)3. Enough data to sink a tanker (98% in reserve)4. Know the data from memory; ability to manipulate the 4. Know the data from memory; ability to manipulate the data in your headdata in your head5. Great Stories/Illustrations/Vignettes5. Great Stories/Illustrations/Vignettes6. Superb “political antennae” (you must “play the room” 6. Superb “political antennae” (you must “play the room” like a Virtuoso and be hyper-attentive to the likes of like a Virtuoso and be hyper-attentive to the likes of Body Language)Body Language)7. By hook or by crook … CONNECT7. By hook or by crook … CONNECT7A. CONNECT! CONNECT! CONNECT!7A. CONNECT! CONNECT! CONNECT!
8. Punch line/Plot Outline/WOW/Surprise8. Punch line/Plot Outline/WOW/Surprise in first in firstone to two minutesone to two minutes
““The The onlyonly reason to give reason to give a speech is to a speech is to
changechange the the worldworld.”.” —JFK
Brand You Tool #4: Brand You Tool #4: Interviewing Interviewing
Excellence …Excellence … The The IntX31IntX31
Interviewing ExcellenceInterviewing Excellence
1. 1. INTERVIEWING IS AN “ART” WORTH MASTERING!INTERVIEWING IS AN “ART” WORTH MASTERING! (Think (Think Christiane Amanpour, Mike Wallace)Christiane Amanpour, Mike Wallace)2. Don’t overschedule—2 or 3 in depth interviews are a solid day’s 2. Don’t overschedule—2 or 3 in depth interviews are a solid day’s work. (More than that is lunacy and will lead to shallow results.)work. (More than that is lunacy and will lead to shallow results.)3. Save, if possible, the “Big” Guy/Gal until last—that is, until you 3. Save, if possible, the “Big” Guy/Gal until last—that is, until you know what the hell you’re doing!know what the hell you’re doing!4. Find a comfy/“safe”/neutral setting. THIS IS ALL IMPORTANT! 4. Find a comfy/“safe”/neutral setting. THIS IS ALL IMPORTANT! (Worst case: You on the other side of his/her desk.)(Worst case: You on the other side of his/her desk.)5. Start with a little bit (LITTLE) of local small talk. But get some tips 5. Start with a little bit (LITTLE) of local small talk. But get some tips on the interviewee ahead of time; he may be one of the “brusque on the interviewee ahead of time; he may be one of the “brusque ones” who considers any small talk a waste of his Imperial Time.ones” who considers any small talk a waste of his Imperial Time.6. DO YOUR DAMN HOME WORK! (On the interviewee, the subject 6. DO YOUR DAMN HOME WORK! (On the interviewee, the subject matter.)matter.)7. Concoct a … LONG LIST … of questions. (You’ll only use 10% of 7. Concoct a … LONG LIST … of questions. (You’ll only use 10% of it, but that’s okay.)it, but that’s okay.)
EXCELLENCE. EXCELLENCE.
BEDROCK.BEDROCK.TALENT.TALENT.
Hire Hire ververy y good good
people!people!
“We believe companies can increase their market cap 50 percent in 3 years. Steve Macadam at Georgia-
Pacific … changed 2020 of his
4040 box plant managers to put more talented,
higher paid managers in charge. He increased profitability from
$$2525 million to $$8080 million in 22
years.”
—Ed Michaels, War for Talent
INVITE THEM INVITE THEM TO JOIN US IN TO JOIN US IN A JOURNEY TO A JOURNEY TO EXCELLENCE!EXCELLENCE!
“In the end, management doesn’t
change culture. Management
invitesinvites the workforce itself to change the culture.”
—Lou Gerstner
““The role of the Director is to The role of the Director is to create a space where the actors create a space where the actors
and actresses canand actresses can become become more than they’ve ever more than they’ve ever been before, more than been before, more than
they’ve dreamed of they’ve dreamed of beingbeing.”.” —Robert Altman, Oscar acceptance speech—Robert Altman, Oscar acceptance speech
EMPHASIZEMPHASIZE THE E THE “SOFT “SOFT
SKILLS.”SKILLS.”
““It’s simple, really, It’s simple, really, Tom. Hire forTom. Hire for ss, ,
and, and, aboveabove allall, , ppromoteromote for for s.”s.”
—Starbucks middle manager/field
QQ:: “If it were your $50K “If it were your $50K [life’s savings] and my [life’s savings] and my $50K, what sort of $50K, what sort of Waiters would we look Waiters would we look for?”for?”
AA:: “Enthusiasts!”“Enthusiasts!”
Build on Build on strengthsstrengths
“The key difference between checkers and chess is that in checkers the pieces all move
the same way, whereas in chess all the pieces
move differently. … Discover what Discover what is unique about each is unique about each person and capitalize person and capitalize
on iton it.”.” —Marcus Buckingham, The One Thing You Need to
Know
“The mediocre manager believes that most things are learnable and
therefore that the essence of management is to identify ach
person’s weaker areas and eradicate them. The great manager believes
the opposite. He believes that the He believes that the most influential qualities of a most influential qualities of a
person are innate and therefore person are innate and therefore that the essence of that the essence of
management is to deploy these management is to deploy these innate qualities as effectively as innate qualities as effectively as
possible and so drive possible and so drive performance.”performance.” —Marcus Buckingham, The One
Thing You Need to Know
53 = 53 = 5353
One size … One size …
NEVENEVERR ……
fits all. fits all.
53 = 53 = 5353
Promise #1:Promise #1: “Never, ever “Never, ever again will I evaluate again will I evaluate
anyone using a anyone using a standardized instrument standardized instrument
devised bydevised by a “professional” in a “professional” in inhuman Resources.”inhuman Resources.”
SO YOU’RE A SO YOU’RE A “PEOPLE “PEOPLE
PERSON”? PERSON”? PROVE ITPROVE IT..
““The leaders of Great The leaders of Great
Groups Groups lovelove talent talent and know where to find and know where to find
it. They it. They revel revel in the in the talent of others.”talent of others.”
—Warren Bennis & Patricia Ward Biederman, Organizing Genius
PARC’s Bob Taylor:
“Connoisseu“Connoisseur r
of Talent”of Talent”
““Do” Do” TALENT!TALENT!
220 workdays 220 workdays == 220 220
“rosters”“rosters”
Source: Coach K
newnew goal … goal … everyevery game! game!
Source: Coach K
““Leaders Leaders
‘‘dodo’’ people. people.
Period.”Period.” —Anon.
SO YOU’RE A SO YOU’RE A “PEOPLE “PEOPLE
PERSON”? PERSON”? PROVE ITPROVE IT..
< CAPEX< CAPEX> People!> People!
SO YOU’RE A SO YOU’RE A “PEOPLE “PEOPLE
PERSON”? PERSON”? PROVE ITPROVE IT..
PUT HR AT THE PUT HR AT THE HEAD OF THE HEAD OF THE HEAD TABLE. HEAD TABLE. BEST PEOPLE. BEST PEOPLE.
NOBLEST NOBLEST MISSION.MISSION.
A review of Jack and Suzy Welch’s A review of Jack and Suzy Welch’s WinningWinning claims there are but claims there are but two key differentiators that set GE “culture” apart from the herd:two key differentiators that set GE “culture” apart from the herd:
FirstFirst:: Separating financial forecasting and performance Separating financial forecasting and performance measurement.measurement. Performance measurement based, as it usually is, on budgeting Performance measurement based, as it usually is, on budgeting leads to an epidemic of gaming the system. GE’s performance measurement is leads to an epidemic of gaming the system. GE’s performance measurement is divorced from budgeting—and instead reflects how you do relative to your past divorced from budgeting—and instead reflects how you do relative to your past performance and relative to competitors’ performance; i.e., it’s about how you performance and relative to competitors’ performance; i.e., it’s about how you actually do in the context of what happened in the real world, not as compared to a actually do in the context of what happened in the real world, not as compared to a gamed-abstract plan developed last year. gamed-abstract plan developed last year.
Second: Putting Putting HRHR on a par with on a par with finance and finance and marketing.marketing.
Internal Internal “brand “brand
promise”!promise”!
What’s your company’s … EVP/EVP/IBPIBP?*
*Employee Value Proposition, per Ed Michaels et al.,
The War for Talent; IBP/Internal Brand Promise per TP
EVP/IBPEVP/IBP = = Remarkable Remarkable challenge, rapid professional challenge, rapid professional growth, respect, satisfaction, growth, respect, satisfaction,
fun, stunning opportunity, fun, stunning opportunity, exceptional reward, amazing exceptional reward, amazing
peer group, full membership in peer group, full membership in Club Adventure, maximized Club Adventure, maximized
future employabilityfuture employability
Source: Ed Michaels, Source: Ed Michaels, The War for Talent; TPThe War for Talent; TP
Words Words Matter.Matter.
Talent Talent DepartmentDepartment
Brand Brand = =
Talent.Talent.
““I have always I have always believed that the believed that the
purpose of the purpose of the corporation is to be corporation is to be
a blessing to the a blessing to the employees.”employees.” —Boyd Clarke —Boyd Clarke
Re-imaRe-imaggineinePeoPeopple Power:le Power:
The Talent The Talent5050
The Talent50
1. People first!1. People first!2. Soft is Hard. 2. Soft is Hard. 3. FUNDAMENTAL PREMISE: We are in an3. FUNDAMENTAL PREMISE: We are in an Age of Talent/ Creativity/Intellectual- Age of Talent/ Creativity/Intellectual- capital Added. capital Added.4. Talent “excellence” in every part of 4. Talent “excellence” in every part of thethe organization. organization.5. P.O.T./Pursuit Of Talent = Obsession.5. P.O.T./Pursuit Of Talent = Obsession.6. HR sits at The Head Table.6. HR sits at The Head Table.7. HR is “cool.”7. HR is “cool.”
The Talent50
8. Re-name “HR.” (Talent Department, Center of 8. Re-name “HR.” (Talent Department, Center of
Talent Excellence) Talent Excellence)9. There’s an HR Strategy9. There’s an HR Strategy10. There is a FORMAL Recruitment Strategy.10. There is a FORMAL Recruitment Strategy.11. There is a FORMAL Leadership Development 11. There is a FORMAL Leadership Development Strategy. Strategy.12. There is a “world class” Leadership12. There is a “world class” Leadership Development Center. Development Center.13. There is a FORMAL-STRATEGIC HR Review13. There is a FORMAL-STRATEGIC HR Review Process. Process.14. The “Top100,” and every unit’s Top10, are14. The “Top100,” and every unit’s Top10, are consciously managed. consciously managed.
The Talent50
15. “People/Talent Reviews” are the FIRST reviews.16. HR Strategy = Business Strategy.17. Make it a Cause Worth Signing Up For..
18. Set Sky High Standards.19. Enlist everyone in Challenge Century21.20. Pursue the Best!21. Up or Out.22. Ensure that the Review Process has INTEGRITY.23. Pay!
The Talent50
24. Training I: Train! Train! Train!24. Training I: Train! Train! Train!25. TII: 100% “business people.”25. TII: 100% “business people.”26. TIII: 100% Leaders.26. TIII: 100% Leaders.27. TIV: Boss as Trainer-in-Chief.27. TIV: Boss as Trainer-in-Chief.28. Open Communication I: NO28. Open Communication I: NO BARRIERS. BARRIERS.29. Open Communication II: Share29. Open Communication II: Share Information. (ALL!) Information. (ALL!)30. Respect!30. Respect!31. INTEGRITY!31. INTEGRITY!32. Treat the Whole Individual.32. Treat the Whole Individual.
The Talent50
33. Places of “grace.”33. Places of “grace.”34. MBWA: The “Rudy Rule.”34. MBWA: The “Rudy Rule.”35. Thank You!35. Thank You!36. Promote for “people skills.”36. Promote for “people skills.” (ALL ELSE IS SECONDARY.) (ALL ELSE IS SECONDARY.)37. Honor youth.37. Honor youth.38. Early leadership assignments.38. Early leadership assignments.39. Fast Tracking is the norm.39. Fast Tracking is the norm.40. Create a System of Mentoring.40. Create a System of Mentoring.
The Talent50
41. Diversity!41. Diversity!42. Diversity starts on the Board of42. Diversity starts on the Board of Directors. Directors.43. WOMEN RULE.43. WOMEN RULE.44. Weird Wins.44. Weird Wins.45. We are all unique. 45. We are all unique. 46. Bosses “win people over.”46. Bosses “win people over.”47. GOAL: Adventures of Mutual47. GOAL: Adventures of Mutual Discovery. Discovery.48. Foster Independence.48. Foster Independence.49. Enthusiasm!49. Enthusiasm!
50. Talent Talent = Brand.= Brand.
EXCELLENCE. EXCELLENCE.
BEDROCK.BEDROCK.LEADERSHIP.LEADERSHIP.
L23. 7Es. L23. 7Es. 9Ps. 12Ps.9Ps. 12Ps.
The The “7E“7Ess””
Exuberance! Exuberance! Energy!Energy!
Empathy!Empathy!Engagement!Engagement!
Empowerment!Empowerment!Execution!Execution!
Excellence!Excellence!
EXCELLENCE. EXCELLENCE.
THE LEADERSHIP23.THE LEADERSHIP23.
Leadership23/ML
1. Enthusiasm. Energy. Exuberance.1. Enthusiasm. Energy. Exuberance.2. Action. Execution.2. Action. Execution.3. Tempo. Metabolism.3. Tempo. Metabolism.4. Relentless.4. Relentless.5. Master of Plan B.5. Master of Plan B.6. Accountability.6. Accountability.7. Meritocracy.7. Meritocracy.8. Leaders “do” people. Mentor. (“Success8. Leaders “do” people. Mentor. (“Success creation business.”)creation business.”)9. Women. Diversity.9. Women. Diversity.10. Integrity. Credibility. Humanity. Grace.10. Integrity. Credibility. Humanity. Grace.11. Realism.11. Realism.12. Cause. Adventures. Quests.12. Cause. Adventures. Quests.
Leadership23/ML
13. Legacy.13. Legacy.14. Best story wins.14. Best story wins.15. On the edge. (“Wildest chimera of a15. On the edge. (“Wildest chimera of a moonstruck mind.”)moonstruck mind.”)16. “Reward excellent failures. Punish 16. “Reward excellent failures. Punish mediocre successes.”mediocre successes.”17. Different > Better. (“Only ones who do17. Different > Better. (“Only ones who do what we do.”)what we do.”)18. MBWA. Customer MBWA.18. MBWA. Customer MBWA.19. Laughs.19. Laughs.20. Repot. Curiosity. Why?20. Repot. Curiosity. Why?21. You = Calendar. “To Don’t.” Two.21. You = Calendar. “To Don’t.” Two.22. Excellence. Always.22. Excellence. Always.23. Nelsonian! (“Other admirals more afraid23. Nelsonian! (“Other admirals more afraid of losing than anxious to win.”)of losing than anxious to win.”)
EXCELLENCE.EXCELLENCE. BEDROCK.BEDROCK.
LEADERSHIP.LEADERSHIP.“12 P“12 Pss.”.”
Tom Peters/04.18.2007Tom Peters/04.18.2007
PURPOSEPURPOSE..PASSIONPASSION..PotentialPotential..PresencePresence..PersonalPersonal..
pissed offpissed off. . PlayfulPlayful..
PERSISTENCEPERSISTENCE..PEOPLEPEOPLE. . PeculiarPeculiar..PotentPotent..
PositivePositive..
The The PassionPassion Imperative: Imperative:
LeadershipLeadership5500
The Basic The Basic Premise.Premise.
11.. Leadership Is a Leadership Is a
…… Mutual Mutual Discovery Discovery Process.Process.
““I don’t I don’t know.”know.”
Leaders-Teachers Do Leaders-Teachers Do NotNot “Transform People”! “Transform People”!
Instead leaders-mentors-teachers (1) Instead leaders-mentors-teachers (1) provide a contextprovide a context which is marked by (2)which is marked by (2) access to a luxuriant portfolio access to a luxuriant portfolio of meaningful opportunitiesof meaningful opportunities (projects)(projects) which (3) which (3) allow allow
people to fullypeople to fully (and safely, mostly—caveat: “they” don’t (and safely, mostly—caveat: “they” don’t engage unless they’re “mad about something”)engage unless they’re “mad about something”) express their express their
innate curiosityinnate curiosity and (4) and (4) engage in a vigorous engage in a vigorous discovery voyagediscovery voyage (alone and in small teams, assisted by an (alone and in small teams, assisted by an
extensive self-constructed network)extensive self-constructed network) by which those people by which those people (5) (5) go to-create places theygo to-create places they ((andand their mentors-teachers- their mentors-teachers-
leaders)leaders) had never dreamed existedhad never dreamed existed —and then the —and then the leaders-mentors-teachers (6)leaders-mentors-teachers (6) applaud like hell, stage applaud like hell, stage “photo-ops,” and ring the church bells 100 times “photo-ops,” and ring the church bells 100 times to commemorate the bravery of their “followers’ to commemorate the bravery of their “followers’
” explorations!” explorations!
QQuueessttss!!
Organizing GeniusOrganizing Genius / Warren Bennis / Warren Bennis and Patricia Ward Biederman and Patricia Ward Biederman
“Groups become great only when “Groups become great only when everyone in them, leaders and everyone in them, leaders and
members alike, members alike, is free to do his or is free to do his or her absolute besther absolute best.”.”
“The best thing a leader can do for a “The best thing a leader can do for a
Great Group is to Great Group is to allow its allow its members to discover their members to discover their
ggreatnessreatness.”.”
Leaders’ “Mt Everest Test”Leaders’ “Mt Everest Test”
“free to do his or her “free to do his or her absolute best” …absolute best” …
“allow its members “allow its members to discover their to discover their
greatness.”greatness.”
“Ninety percent of what Ninety percent of what we call ‘management’ we call ‘management’ consists of making it consists of making it difficult for people to difficult for people to
get things doneget things done.”.” – Peter Drucker– Peter Drucker
The The Leadership Leadership
Types.Types.
22.. Great Leaders on Snorting Steeds Are Great Leaders on Snorting Steeds Are
Important – butImportant – but Great Talent Great Talent DevelopersDevelopers (Type I (Type I
Leadership)Leadership) are the Bedrock of are the Bedrock of Organizations that Perform Over the Long Organizations that Perform Over the Long
Haul.Haul.
Whoops:Whoops: Jack didn’t have a Jack didn’t have a
vision!vision!
33.. But Then Again, There Are But Then Again, There Are Times When This Times When This “visionary” “visionary” (Type II Leadership)(Type II Leadership) Stuff Stuff
Actually Works!Actually Works!
““A leader is a A leader is a dealer in dealer in hope.”hope.”
Napoleon Napoleon
44.. Find the Find the “Businesspeople”!“Businesspeople”!
(Type III (Type III Leadership)Leadership)
I.P.M.I.P.M. (Inspired (Inspired
Profit Mechanic)Profit Mechanic)
55.. All Organizations All Organizations
Need the Need the Golden Golden Leadership Leadership Triangle.Triangle.
The The Golden Golden Leadership Leadership Triangle:Triangle:
(1) (1) Talent FanaticTalent Fanatic … … (2) (2) VisionaryVisionary … … (3) (3) Inspired ProfitInspired Profit Mechanic. Mechanic.
66.. Leadership Mantra Leadership Mantra
#1: #1: IT ALL IT ALL DEPENDS!DEPENDS!
Renaissance Men Renaissance Men are … are … a snare, a a snare, a
myth, a myth, a delusion!delusion!
77.. The Leader IsThe Leader Is Rarely/ Rarely/ Never Never
the Best the Best Performer.Performer.
The The Leadership Leadership
Dance.Dance.
88. . Leaders …Leaders …
SHOWSHOW UPUP!!
2255
MBWAMBWA**5,000 miles for a 5-minute face-to
-face meeting (courtesy super-agent Mark McCormick)
Mark McCormackMark McCormack: : 5,000 5,000 miles for a 5 miles for a 5
min. min. meetingmeeting!!
““A body can A body can pretend to pretend to
care, but they care, but they can’t pretend can’t pretend
to be there.”to be there.” — Texas — Texas
Bix BenderBix Bender
MBWA, Grameen Style!MBWA, Grameen Style!“Conventional banks ask their clients to come “Conventional banks ask their clients to come to their office. It’s a terrifying place for the poor to their office. It’s a terrifying place for the poor and illiterate. … and illiterate. … The entire Grameen Bank The entire Grameen Bank
system runs on the principle that people system runs on the principle that people should not come to the bank, the bank should not come to the bank, the bank
should go to the people.should go to the people. … If any staff … If any staff member is seen in the office, it should be taken member is seen in the office, it should be taken as a violation of the rules of the Grameen Bank. as a violation of the rules of the Grameen Bank.
… It is essential that [those setting up a new … It is essential that [those setting up a new village Branch] have no office and no place to village Branch] have no office and no place to stay. The reason is to make us as different as stay. The reason is to make us as different as
possible from government officialspossible from government officials.” .” Source: Source: Muhammad Yunus, Banker to the Poor
99.. Leaders …Leaders … LOVELOVE the the
MESSMESS!!
““I’m not happy I’m not happy unless unless
I’m I’m uncomfortable.”uncomfortable.”
——Jay ChiatJay Chiat
“If things seem If things seem under control, under control, you’re just not you’re just not
goinggoing fast enough.” fast enough.”
Mario AndrettiMario Andretti
10.10. Leaders Leaders
DODO!!
“We have a We have a ‘strategic’ ‘strategic’ plan. It’s plan. It’s
called doing called doing things.”things.” — Herb Kelleher— Herb Kelleher
1111.. Leaders Leaders
ReRe-do-do..
““If it If it works, it’s works, it’s obsolete.”obsolete.”
—Marshall McLuhan—Marshall McLuhan
1212.. BUTBUT … Leaders … Leaders
KnowKnow When to When to Wait.Wait.
Tex Schramm: Tex Schramm: The The
“too hard”“too hard” box!box!
1313.. Leaders Are … Leaders Are …
OptimistsOptimists..
Hackneyed but none the Hackneyed but none the
less trueless true:: LEADERS LEADERS SEE CUPS AS SEE CUPS AS “HALF FULL.”“HALF FULL.”
Half-full CupsHalf-full Cups:: “[Ronald “[Ronald Reagan] radiated an Reagan] radiated an
almost almost transcendent transcendent happiness.”happiness.”
Lou Cannon, Lou Cannon, GeorgeGeorge
1414. . LeadersLeaders
FOCUSFOCUS!!
““ToTo Don’tDon’t ””
ListList
““I used to have a rule for myself that at any I used to have a rule for myself that at any point in time I wanted to have in mind point in time I wanted to have in mind — as — as
it so happens, also in writing, on a little card it so happens, also in writing, on a little card I carried around with me — the three big I carried around with me — the three big
things I was trying to get done. things I was trying to get done.
Three.Three. Not two. Not two.
Not four. Not five. Not ten. Three.”Not four. Not five. Not ten. Three.”
— Richard Haass, — Richard Haass, The Power to PersuadeThe Power to Persuade
1515.. Leaders … Leaders …
SetSet CLEARCLEAR DESIGNDESIGN SPECSSPECS..
DangerDanger: : S.I.O.S.I.O.
(Strategic Initiative Overload)(Strategic Initiative Overload)
JackWorld/JackWorld/1@T1@T: : (1) (1) Neutron Neutron Jack.Jack. (Banish bureaucracy.)(Banish bureaucracy.) (2) (2) “1, 2 “1, 2 or out” Jack.or out” Jack. (Lead or leave.)(Lead or leave.) (3) (3)
“Workout” Jack.“Workout” Jack. (Empowerment, (Empowerment,
GE style.)GE style.) (4) (4) 6-Sigma Jack.6-Sigma Jack. (5) (5)
Internet Jack.Internet Jack. (Throughout) (Throughout)
TALENT JACK!TALENT JACK!
1616.. Leaders … Leaders …
Send Send V-E-R-YV-E-R-Y ClearClear SignalsSignals About About
What’s Important!What’s Important!
““Really Important Really Important Stuff”:Stuff”: Roger’s Roger’s Rule of Three!Rule of Three!
If It Ain’t If It Ain’t Broke … Broke … Break It.Break It.
1717.. LeadersLeaders … …FORGETFORGET!/!/
Leaders …Leaders … DESTROYDESTROY!!
Forget>“Learn”Forget>“Learn”
“The problem is never how “The problem is never how to get new, innovative to get new, innovative
thoughts into your mind, thoughts into your mind,
but how to get the old but how to get the old ones outones out.”.”
Dee HockDee Hock
1818.. BUTBUT … Leaders … Leaders
Have to Deliver, So They Have to Deliver, So They Worry About “Throwing Worry About “Throwing the Baby Out with the the Baby Out with the
Bathwater.”Bathwater.”
““Damned If You Damned If You Do, Damned If You Do, Damned If You Don’t, Just Plain Don’t, Just Plain
Damned.”Damned.”Subtitle in the chapter, “Own Up to the Great Paradox: Success Is Subtitle in the chapter, “Own Up to the Great Paradox: Success Is the Product of Deep Grooves/ Deep Grooves Destroy Adaptivity,” the Product of Deep Grooves/ Deep Grooves Destroy Adaptivity,”
Liberation ManagementLiberation Management (1992) (1992)
1919.. Leaders … Leaders …
HONORHONOR THETHE
USURPERSUSURPERS..
Saviors-in-WaitingSaviors-in-Waiting
DisgruntledDisgruntled Customers CustomersUpstartUpstart Competitors CompetitorsRogueRogue Employees EmployeesFringeFringe Suppliers Suppliers
Wayne Burkan, Wayne Burkan, Wide Angle VisionWide Angle Vision
2020.. Leaders Leaders Make Make [Lots of] [Lots of]
MistakesMistakes – and – and MAKE NO BONES MAKE NO BONES
ABOUT IT!ABOUT IT!
““Fail faster. Fail faster. Succeed Succeed sooner.”sooner.”
David Kelley/IDEODavid Kelley/IDEO
Fail. Fail. Forward. Forward. Fast.Fast. –High-tech Exec–High-tech Exec
2121.. Leaders Make … Leaders Make …
BIG BIG MISTAKES!MISTAKES!
““RewardReward excellent excellent
failuresfailures. . PunishPunish mediocre mediocre
successes.”successes.”Phil Daniels, Sydney exec Phil Daniels, Sydney exec (and, de facto, Jack) (and, de facto, Jack)
Create.Create.
2222.. Leaders Know that Leaders Know that
THERE’S MORE TO LIFE THERE’S MORE TO LIFE THAN “LINE THAN “LINE
EXTENSIONS.”EXTENSIONS.” Leaders Leaders
Love to Love to CREATE NEW CREATE NEW MARKETSMARKETS..
““Acquisitions are about Acquisitions are about
buying market share. buying market share. Our Our challenge is to challenge is to create markets.create markets. There is a big difference.”There is a big difference.”
Peter Job, CEO, Reuters Peter Job, CEO, Reuters
2323.. Leaders … Leaders … Make Make Their MarkTheir Mark //
Leaders … Leaders … Do Stuff Do Stuff That MattersThat Matters
““I never, ever thought of I never, ever thought of
myself as a businessman.myself as a businessman.
I was interested in I was interested in creating things creating things
I would be I would be proud of.”proud of.” ——Richard BransonRichard Branson
Ah, kidsAh, kids:: “What is your vision “What is your vision for the future?” for the future?” “What have “What have you accomplished since your you accomplished since your first book?”first book?” “Close your eyes “Close your eyes and imagine me immediately and imagine me immediately doing something about what doing something about what
you’ve just said. What would it you’ve just said. What would it be?” be?” “Do you feel you have an “Do you feel you have an obligation to ‘Make the world a obligation to ‘Make the world a
better place’?”better place’?”
2424.. Leaders Push Their Leaders Push Their
Organizations … Organizations … W-a-y W-a-y Up the Value-Up the Value-
added/ added/ Intellectual Intellectual
Capital Chain.Capital Chain.
And the “M” Stands for … ?And the “M” Stands for … ?
Gerstner’s IBM:Gerstner’s IBM: “Systems “Systems Integrator of Integrator of
choice.” choice.” (BW)(BW)
IBM Global Services:IBM Global Services: $$55B55B
2525.. Leaders Know that Leaders Know that the “HVA/Solutions the “HVA/Solutions
Revolution” rests upon: Revolution” rests upon:
Scintillating Scintillating Experiences.Experiences.
““ExperiencesExperiences are as are as distinct from services distinct from services as services are from as services are from
goods.”goods.”Joseph Pine & James Gilmore, Joseph Pine & James Gilmore, The Experience Economy: The Experience Economy:
Work Is Theatre & Every Business a StageWork Is Theatre & Every Business a Stage
26.26. LeadersLeaders
LOVELOVE the the New Technology!New Technology!
Power Tools Power Tools For Power For Power StrategiesStrategies
Go for the Go for the BoldBold
* * BoldBold/Aggressive/$$$$/Aggressive/$$$$* * BoldBold/GameChanger /GameChanger * * BoldBold/Creative Destruction/Creative Destruction* * BoldBold/“Cool” Supplier Portfolio/“Cool” Supplier Portfolio* * BoldBold/Web Fanaticism/Web Fanaticism
2727.. Needed? Needed? Type IV Type IV Leadership:Leadership: Technology Technology
Dreamer-True Dreamer-True BelieverBeliever
The Golden Leadership The Golden Leadership QuadrangleQuadrangle:: (1) Talent (1) Talent Fanatic-Mentor … (2) Fanatic-Mentor … (2) Creator-Visionary … Creator-Visionary …
(3) Inspired Profit Mechanic (3) Inspired Profit Mechanic … … (4) Technology Dreamer-(4) Technology Dreamer-
True BelieverTrue Believer
Talent.Talent.
2828.. Leaders … Leaders …
DO TALENT!DO TALENT!
““Leaders Leaders
‘‘dodo’’ people. people.
Period.”Period.” —Anon.
Brand Brand = =
Talent.Talent.
2929.. When It Comes to When It Comes to
TALENTTALENT … … Leaders Always Go Leaders Always Go
Berserk!Berserk!
From “1, 2 or you’re out” [JW] From “1, 2 or you’re out” [JW] to …to …
““BestBest TalentTalent in in each industry segment to each industry segment to
build best proprietary build best proprietary intangibles”intangibles” [EM][EM]
Source: Ed Michaels, War for TalentSource: Ed Michaels, War for Talent
3030.. Leaders Don’t Leaders Don’t Create “Followers”: Create “Followers”:
THEYTHEY CREATECREATE LEADERSLEADERS!!
““I start with the I start with the premise that the premise that the
function of leadership function of leadership is to produce more is to produce more leaders, not more leaders, not more
followers.”followers.”——Ralph NaderRalph Nader
PassionPassion..
3131.. Leaders …Leaders …
“Sell”“Sell”
PASSIONPASSION!!
G.H.G.H.:: “Create a “Create a ‘cause,’‘cause,’ not not a ‘business.’ a ‘business.’
””
““People want to be part People want to be part of something larger than of something larger than themselvesthemselves.. They want to They want to
be part of something they’re be part of something they’re really really proudproud of, that they’ll of, that they’ll
fight fight forfor,, sacrifice sacrifice forfor , , trusttrust.”.” —Howard Schultz, Starbucks (IBD/09.05)
3232.. Leaders Know:Leaders Know: ENTHUSIASMENTHUSIASM
BEGETS BEGETS ENTHUSIASMENTHUSIASM!!
BZBZ:: “I am a … “I am a … Dispenser of Dispenser of EnthusiasmEnthusiasm!”!”
““Nothing is so Nothing is so contagious as contagious as enthusiasm.”enthusiasm.”
—Samuel Taylor Coleridge—Samuel Taylor Coleridge
James Woolsey, former CIA director:James Woolsey, former CIA director: ““If If you’re enthusiastic you’re enthusiastic
about the things about the things you’re working on, you’re working on,
people will come ask people will come ask you to do interesting you to do interesting
thingsthings.” .”
3333.. Leaders Are …Leaders Are …
in a Hurryin a Hurry
Read It CloselyRead It Closely:: “We don’t sell “We don’t sell
insurance anymore.insurance anymore. WeWe sell ssell sppeedeed.”.”
Peter Lewis, ProgressivePeter Lewis, Progressive
3434.. Leaders Leaders
Focus on theFocus on the
SOFT SOFT STUFF!STUFF!
““Soft” Is Soft” Is “Hard“Hard””
- ISOE- ISOE
MessageMessage: Leadership is : Leadership is all about all about lovelove! ! [Passion, [Passion, Enthusiasms, Appetite for Life, Enthusiasms, Appetite for Life,
Engagement, Commitment, Great Engagement, Commitment, Great Causes & Determination to Make a Causes & Determination to Make a
Damn Difference, Shared Damn Difference, Shared Adventures, Bizarre Failures, Adventures, Bizarre Failures,
Growth, Insatiable Appetite for Growth, Insatiable Appetite for Change.]Change.]
The “Job” of The “Job” of Leading.Leading.
3535.. Leaders Know It’s Leaders Know It’s
ALL SALES ALL SALES ALL THE ALL THE
TIME.TIME.
TPTP: : If you don’t If you don’t LOVE LOVE SALESSALES … find … find
another life.another life. (Don’t pretend (Don’t pretend
you’re a “leader.”) (See TP’s you’re a “leader.”) (See TP’s The Project50The Project50.).)
3636. . LeadersLeaders
LOVELOVE ““POLITICSPOLITICS.”.”
TPTP: : If you don’t If you don’t LOVELOVE POLITICSPOLITICS … … find another life. find another life. (Don’t pretend you’re a “leader.”)(Don’t pretend you’re a “leader.”)
3737.. But … Leaders Also But … Leaders Also
Break a Lot Break a Lot of China.of China.
Characteristics of the “Also rans”Characteristics of the “Also rans”**
“Minimize risk”“Minimize risk”“Respect the chain of “Respect the chain of
command”command”“Support the boss”“Support the boss”
“Make budget”“Make budget”
**FortuneFortune, article on, article on “Most Admired Global Corporations” “Most Admired Global Corporations”
3838. . Leaders Leaders
Give …Give … RESPECTRESPECT
!!
Amen!Amen!
“What creates trust, in “What creates trust, in the end, is the leader’s the end, is the leader’s
manifest respect for manifest respect for the followers.”the followers.” — Jim O’Toole, — Jim O’Toole,
Leading ChangeLeading Change
““It was much later that I realized Dad’s secret. He It was much later that I realized Dad’s secret. He gained respect by giving it. He talked and gained respect by giving it. He talked and
listened to the fourth-grade kids in Spring Valley listened to the fourth-grade kids in Spring Valley who shined shoes the same way he talked and who shined shoes the same way he talked and
listened to a bishop or a college president.listened to a bishop or a college president. He He was seriously was seriously
interested in who you interested in who you were and what you had were and what you had
to sayto say.”.”Sara Lawrence-Lightfoot, Sara Lawrence-Lightfoot, RespectRespect
3939.. Leaders Say Leaders Say
““Thank Thank You.”You.”
““The deepest human The deepest human
need is theneed is the need to need to be appreciated.”be appreciated.”
William JamesWilliam James
4040.. Leaders Leaders Are … Are …
Curious.Curious.
The Three Most Important Letters …The Three Most Important Letters …
WHYWHY??
4141.. Leadership Is Leadership Is a … a …
Performance.Performance.
““It is necessary for the It is necessary for the President to be the President to be the
nation’snation’s No. 1 No. 1 actor.”actor.”
FDRFDR
4242.. Leaders … Leaders … AreAre The BrandThe Brand
““You must You must bebe
the change you the change you wish to see in the wish to see in the
world.”world.”GandhiGandhi
““You can’t lead a You can’t lead a cavalry charge if cavalry charge if you think you you think you look funny on a look funny on a horse.”horse.” —John Peers, President, —John Peers, President,
Logical Machine CorporationLogical Machine Corporation
““It’s It’s alwaalwayyss showtime.”showtime.”
—David D’Alessandro, Career Warfare
4343.. Leaders … Leaders …
Have a Have a
GREATGREAT STORYSTORY!!
““Leaders don’t just make Leaders don’t just make products and make decisions. products and make decisions.
Leaders make Leaders make meaning.”meaning.”
– John Seely Brown– John Seely Brown
““A key – perhaps A key – perhaps thethe key – key – to leadership isto leadership is thethe effective effective
communicationcommunication of a story.” of a story.”
Howard GardnerHoward Gardner Leading Minds: An Anatomy of LeadershipLeading Minds: An Anatomy of Leadership
Leader Job 1Leader Job 1
Paint Paint Portraits of Portraits of
ExcellenceExcellence!!
The Re-imaThe Re-imaggineer’s Credo … or, Pitineer’s Credo … or, Pityy the Poor Brown the Poor Brown**
Technicolor TimesTechnicolor Times demand … demand …Technicolor Leaders and BoardsTechnicolor Leaders and Boards who recruit … who recruit …
Technicolor PeopleTechnicolor People who are then sent on … who are then sent on …Technicolor QuestsTechnicolor Quests to execute … to execute …
Technicolor (WOW!) ProjectsTechnicolor (WOW!) Projects in partnership with … in partnership with …Technicolor CustomersTechnicolor Customers and … and …
Technicolor SuppliersTechnicolor Suppliers all in pursuit of … all in pursuit of …Technicolor Goals and AspirationsTechnicolor Goals and Aspirations fit for … fit for …
TechTechninicolcoloror Times. Times.
*WSC*WSC
Introspection.Introspection.
4444.. Leaders … Leaders …
Enjoy Enjoy Leading.Leading.
““Warren, I know you Warren, I know you want to want to ‘be’‘be’
president. But do president. But do you want to you want to ‘do’‘do’
president?”president?”
4545. . LeadersLeaders
LAUGHLAUGH!!
4646.. Leaders … Leaders …
KNOW KNOW THEMSELVETHEMSELVE
S.S.
Individuals Individuals (would-be leaders)(would-be leaders) cannot engage in a cannot engage in a
liberating mutual discovery liberating mutual discovery process process unless they are unless they are comfortable with their comfortable with their own skin.own skin. (“Leaders” who are not (“Leaders” who are not
comfortable with themselves become petty comfortable with themselves become petty control freaks.)control freaks.)
Questions:Questions: What do others think of you? What do others think of you? [Are you sure?][Are you sure?] What What do you think of you? do you think of you? [Are you sure?][Are you sure?] What is your impact What is your impact
on others?on others? [Are you sure?][Are you sure?] What is your impact on What is your impact on others?others? [Are you sure?] [Are you sure?] What is your impact on others?What is your impact on others?
[Are you sure?][Are you sure?] What are the “little things” you (perhaps What are the “little things” you (perhaps unconsciously) do that cause people to shrivel—or blossom? unconsciously) do that cause people to shrivel—or blossom? [Are [Are you sure?]you sure?] What do you want? What do you want? [Are you sure?][Are you sure?] Are you aware Are you aware
of your changing moods? of your changing moods? [Are you sure?][Are you sure?] How fragile is your How fragile is your ego? ego? [Are you sure?][Are you sure?] Do you have a true confidant? Do you have a true confidant? [Are you [Are you sure?]sure?] Do you perform brief or not-so-brief self-assessments? Do Do you perform brief or not-so-brief self-assessments? Do you talk too much? you talk too much? [Are you sure?][Are you sure?] Do you know Do you know how how to listen? to listen? [Are you sure?][Are you sure?] DoDo you listen? you listen? [Are you sure?][Are you sure?] What is What is
your style of “hashing things out”? Are you perceived as (a) your style of “hashing things out”? Are you perceived as (a) arrogant, (b) abrasive (c) attentive, (d) genuinely interested in people, arrogant, (b) abrasive (c) attentive, (d) genuinely interested in people,
(e) etc? (e) etc? [Are you sure?][Are you sure?] Are you flexible? Have you changed Are you flexible? Have you changed your mind about anything your mind about anything important important in a while? Are you in a while? Are you
comfortable-uncomfortable with folks on the front line? comfortable-uncomfortable with folks on the front line? Do you Do you think you’re “in touch with the pulse of things around think you’re “in touch with the pulse of things around
here”?here”? [Are You Sure?][Are You Sure?] Are you too emotional/intuitive? Are Are you too emotional/intuitive? Are you too unemotional/rational? Do you spend much time with people you too unemotional/rational? Do you spend much time with people
who are new to you?who are new to you? [Do you think questions like this are [Do you think questions like this are “so much BS”?]“so much BS”?]
4747.. But … But …
Leaders Leaders havehave MENTORSMENTORS..
The Word According to TPThe Word According to TP:: Upon Upon having the Leadership having the Leadership
Mantle placed upon one’s Mantle placed upon one’s head, he/she shall head, he/she shall nevernever
hear the unvarnished hear the unvarnished truth again!* truth again!* (*Therefore, she/he needs one (*Therefore, she/he needs one
faithful compatriot to lay it on with no jelly.)faithful compatriot to lay it on with no jelly.)
The End The End Game.Game.
4848.. Leaders Leaders are … are …
RELENTLESSRELENTLESS..
““This [adolescent] incident [of getting from point A to point B] is notable This [adolescent] incident [of getting from point A to point B] is notable not only because it underlines Grant’s fearless horsemanship and his not only because it underlines Grant’s fearless horsemanship and his
determination, but also it is the first known example of a very important determination, but also it is the first known example of a very important
peculiarity of his characterpeculiarity of his character:: Grant had an Grant had an extreme, almost phobic extreme, almost phobic dislike of turning back dislike of turning back
and retracing his stepsand retracing his steps.. If he If he
set out for somewhere, he would get there somehow, whatever the set out for somewhere, he would get there somehow, whatever the difficulties that lay in his way. This idiosyncrasy would turn out to be one difficulties that lay in his way. This idiosyncrasy would turn out to be one the factors that made him such a formidable general. Grant would always, the factors that made him such a formidable general. Grant would always,
always press on—turning back was not an option for him.”always press on—turning back was not an option for him.”
—Michael Korda, Ulysses Grant
RelentlessRelentless:: “One of “One of
my superstitions had always been my superstitions had always been when I started to go anywhere or when I started to go anywhere or
to do anything,to do anything, notnot to to turnturn backback ,, or stop, or stop,
until the thing intended was until the thing intended was accomplished.”accomplished.” —Grant
““incredible incredible power of power of
endurance”endurance” ——
ppolitical colleague, on Nicolas Sarkozy, repeatedly written off by the olitical colleague, on Nicolas Sarkozy, repeatedly written off by the public andpublic and
the celestial powers of French politics ( the celestial powers of French politics (FTFT, 0515.07), 0515.07)
““Success seems to Success seems to be largely a be largely a
mattermatter
of of hanginghanging onon after others after others have let go.”have let go.” —William —William
Feather, authorFeather, author
Re-Re-lentlent-less-less
25252,5002,500
6363
64644848
5,000,0005,000,0002,500,0002,500,000
1515
25 years25 years2,500 Seminars2,500 Seminars
63 Countries63 Countries
64/Kenya64/Kenya48 States48 States
5,000,000 Miles5,000,000 Miles2,000,000 People2,000,000 People
15 Books15 Books
4949.. Leaders Leaders ??????
::
““Leadership is the Leadership is the PROCESSPROCESS of of
ENGAGINGENGAGING PEOPLEPEOPLE in in CREATINGCREATING a a
LEGACYLEGACY of of EXCELLENCEEXCELLENCE.”.”
““LEADERS NEED LEADERS NEED TOTO
BE THE ROCK OF BE THE ROCK OF GIBRALTAR ONGIBRALTAR ON
ROLLER BLADES.” ROLLER BLADES.”
5050.. Leaders Leaders Free Free the Lunatic the Lunatic
WithinWithin!!
The greatest dangerThe greatest dangerfor most of usfor most of us
is not that our aim isis not that our aim istoo hightoo high
and we miss it,and we miss it,but that it isbut that it is
too lowtoo lowand we reach it.and we reach it.
MichelangeloMichelangelo
Kevin Roberts’ CredoKevin Roberts’ Credo
11. Ready. Fire! Aim.. Ready. Fire! Aim.2. If it ain’t broke ... Break it!2. If it ain’t broke ... Break it!3. Hire crazies.3. Hire crazies.4. Ask dumb questions.4. Ask dumb questions.5. Pursue failure.5. Pursue failure.6. Lead, follow ... or get out of the way!6. Lead, follow ... or get out of the way!7. Spread confusion.7. Spread confusion.8. Ditch your office.8. Ditch your office.9. Read odd stuff.9. Read odd stuff.
10. 10. Avoid moderationAvoid moderation!!
““You can’t behave You can’t behave in a calm, rational in a calm, rational manner. You’ve got manner. You’ve got to be out there on to be out there on the lunatic fringe.”the lunatic fringe.”
— Jack Welch— Jack Welch
5151.. Leaders Leaders (and Management Gurus)(and Management Gurus)
KnowKnow WHENWHEN TOTO LEAVELEAVE!!
““Excellence can be obtained if you:Excellence can be obtained if you:
... care more than others think... care more than others think is wise;is wise; ... risk more than others think ... risk more than others think is safe;is safe; ... dream more than others think ... dream more than others think is practical;is practical; ... expect more than others think ... expect more than others think is possible.”is possible.”
Source: Anon.Source: Anon. (Posted @ tompeters.com by (Posted @ tompeters.com by K.Sriram, November 27, 2006 1:17 AM)K.Sriram, November 27, 2006 1:17 AM)
EXEXCELLEN CELLEN ALWALWAYSAYS..