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Title: NOTE: To appreciate this presentation [and ensure that it is not a mess], you need Microsoft fonts:


1
NOTE To appreciate this presentation and
ensure that it is not a mess, you need Microsoft
fonts Showcard Gothic, Ravie, Chiller
and Verdana
2
Section TWO of TWOTom Peters
X25EXCELLENCE. ALWAYS.KPMG/Training
Solutions/Nairobi/21July2007In Search of
Excellence 1982-2007
3
part three
4
EXCELLENCE. VALUE ADDED.UP THE LADDER.
5
Up, Up, Up, Up the Value-added Ladder.
6
EXCELLENCE.VALUE-ADDED LADDER I. SOLVE IT.
7
55B
8
Huge Customer Satisfaction versus Customer
Success
9
Results are measured by the success of all
those who have purchased your product or
service Jan Gunnarsson Olle Blohm, The
Welcoming Leader
10
He had done nothing to sell me on his business,
yet he had given me the most powerful sales pitch
of my life. Because his sole concern had been my
welfare and the success of my business. Jim
Penman, on learning how to sell (What Will They
Franchise Next? The Story of Jims Group)
11
Up, Up, Up, Up the Value-added Ladder.
12
The Value-added Ladder/ STUFF N THINGSGoods
Raw Materials
13
The Value-added Ladder/Stuff TRANSACTIONSServ
icesGoods Raw Materials
14
The Value-added Ladder/ OPPORTUNITY-SEEKING
Customer Success/ Gamechanging
SolutionsServicesGoods Raw Materials
15
EXCELLENCE.SOLVE IT. NO OPTION.PSF. (PSF)
16
Former Fed Vice-chairman Alan Blinder
remains an implacable opponent of tariffs and
trade barriers. But now he is saying loudly that
a new industrial revolutioncommunication
technology that allows services to be delivered
from afarwill put as many as 40 million
American jobs at risk of being shipped out of
the country in the next decade or two. Wall
Street Journal /0328 Blinder 40 million
only the tip of a very big iceberg.
17
Department Head to Managing Partner, IS
HR, RD, etc. Inc.
18
AnswerPSF
19
Core MechanismGame-changing Solutions PSF
(Professional Service Firm model/The
Organizing Principle) Brand You(Distinct or
Extinct/The Talent) Wow! Projects
(Different vs Better/The Work)
20
The PSF35 Thirty-Five Professional Service
Firm Marks of Excellence
21
The PSF35 The Work The Legacy1.
CRYSTAL CLEAR POINT OF VIEW (E very
Practice Group If you cant explain your
position in eight words or less, you dont
have a positionSeth Godin)2. DRAMATIC
DIFFERENCE (We are the only ones who do what
we doJerry Garcia)3. Stretch Is Routine
(Never bite off less than you can
chewanon.)4. Eye-Appetite for Game-changer
Projects (Excellence at Assembling Best
TeamFast) 5. Playful Clients (Adventurous
folks who unfailingly Aim to Change the
World)6. Small Uneconomic Clients with Big
Aims 7. Life Is Too Short to Work with Jerks
(Fire lousy clients)8. OBSESSED WITH LEGACY
(Practice Group and Individual Dent the
UniverseSteve Jobs)9. Fire-on-the-spot Anyone
Who Says, Law/Architecture/Consulting/
I-banking/ Accounting/PR/Etc. has become a
commodity 10. Consistent with 9 above DO
NOT SHY AWAY FROM THE WORD (IDEA)
RADICAL
22
Pointed Point of View!
23
The PSF35 The Firm The
Brand28. EAT-SLEEP-BREATHE-OOZE INTEGRITY (My
life is my messageGandhi) 29. Excellence
in EXECUTION 100.00 of the Time30. Drop
everything/Swarm to Support a Harried-On
The Verge Team31. SPEND ON RD LIKE A TECH
FIRM. 32. A PROPRIETARY METHODOLOGY (FBR,
McKinsey, Chiat Day, IDEO, old EDS) 33.
BRAND MANIACS (Organize Around a Point of View
Worth BROADCASTING) 34. PASSION!
ENTHUSIASM! 35. EXCELLENCE. ALWAYS.
24
Psf.Bedrock.
25
PSF/Professional Service Firm/BeliefsProfes
sion Calling/Passion to make a
difference/Excellence
(always)point of view know exactly what we
stand for/
Dramatic
DifferenceClient enduring, test-the-limits
relationship/Trusted
advisorSolution Rock His-her World/ wow/
implemented Culture
change/ gtgtgtgtgtgt
satisfaction
26
Photographer Louise Roach
27
Big Idea Corporation as Mega-PSF
(Professional Service Firm) Virtual
Collection of Entrepreneurially-minded
Professionals (Talent/Roster)
Creating/Applying Intellectual Capital (Work
Product)
28
Are you the Principal Engine of Value
AddedE.g. Your RD budget as robust as the
New Products team?
29
Core MechanismGame-changing Solutions PSF
(Professional Service Firm model/The
Organizing Principle) Brand You(Distinct or
Extinct/The Talent) Wow! Projects
(Different vs Better/The Work)
30
Lets make a dent in the universe! Steve Jobs
31
Your Current Project?1. Another
days work/Pays the rent.4. Of value.7.
Pretty Damn Cool/Definitely subversive.10.
WE AIM TO CHANGE THE WORLD.
(Insane!/Insanely Great!/WOW!)
32
If you are not prepared to be fired over your
beliefs you are working on the wrong project.
TP
33
Starting a WOW! Projects Epidemic Demos, Heroes,
Stories!
34
Premise Ordering Systemic Change is a Waste of
Time!
35
Demos! Heroes! Stories!
36
Subversive ChangeBe(very)ware genetic
constraints (historys looong arm)You must
do GandhiHire weird (fulltime or temp)Find
the extant crazies (troll for them via offers to
join weird project teams)Create a (quiet)
Crazies Club/Keep extendin the WebCreate
boondocks projects by the truckload (with
partners of every flavor)Understand Yours is a
protection racketSky High Standards!! (Theres
a deadly serious reason for all thislife or
death)TP Heroes Allan Puckett Bob Stone Jill
Ker Conway Kelly Johnson John Boyd
37
EXCELLENCE.VALUE-ADDED LADDER II. EXPERIENCE
IT.
38
Experiences are as distinct from services as
services are from goods. Joe Pine Jim
Gilmore, The Experience Economy Work Is Theatre
Every Business a Stage
39
Safe, On-time and ... We defined personality
as a market niche. We seek to amaze, surprise,
entertain. Herb Kelleher, SWA / LUV
40
Up, Up, Up, Up the Value-added Ladder.
41
The Value-added Ladder/ MEMORABLE
CONNECTIONSpellbinding Experiences
Gamechanging SolutionsServicesGoods Raw
Materials
42
Beyond the Transaction/ Satisfaction
MentalityGood hotel/ Happy guest/ Exceeded
Expectationsvs. Great Vacation/ Great
Conference/ Operation Personal Renewal
43
Words! Magician of Magical Moments Maestro
of Moments of Truth Recruiter of Raving Fans
Impresario of First Impressions Wizard of WOW
Captain of Brilliant Comebacks Director of
Electronic Customer Experiences Conductor of
Customer Intimacy King of Customer Community
Queen of Customer Retention CEO of Ownership
Experience Managing Director of After-sales
Experience
44
ltTGWvs. gtTGRThings Gone WRONG/Things Gone
RIGHT
45
tom peters what Ive Learned about Small
Business
46
Passion for PRODUCT.OBSESSION With Product.LOVE
The Product.Aim To Be ONLY ONES WHO DO WHAT WE
DO.Keep ADDIN Stuff.Invest UNWISELY in
RD.Reside Permanently In The DISCOMFORT
Zone.Unhealthy PARANOIA Is A Good Thing.Add
Clients That PUSH-PULL.SELL. SELL. SELL.
SELL.Go For Broke CUSTOMER CONTACT
PEOPLE.PERFECTION Customer Contact People.Hire
for ATTITUDE.INVITE On An Adventure. GREAT
CFO/Biz Guy-Gal. NASTY CFO/Biz
Guy-Gal.QUADRANGULAR LEADERSHIP
Visionary-Talent Fanatic-Project Manager-I.P.M.
(I.P.M. Inspired Profit Mechanic)
47
GREAT Logo.DESIGN! OVERDO Marketing
Materials.WOMEN Roar. WOMEN Rule. WOMEN
Buy.Diversity Be RELENTLESS. Cut And
RUN.Product Includes-Features the
PACKAGING.Define Your DRAMATIC DIFFERENCE
(R.P.O.V.8)Best STORY Wins.DRESS For
Success.First Goal AMUSE Yourself.Know
YOURSELF. DONT Do Stuff You Hate.
Over-invest In RELATIONSHIPS. (R.O.I.R.
Return On Investment in Relationships)SYSTEMATICA
LLY Manage Relationships.Work The SUPPORT
PEOPLE In Client Orgs.
48
BLOG As If Your Life Depended On
It.SOPHISTICATED Use Of Infotech.RESPONSE To
Problems.Make Em PAY.CLOSE The Sale. Invest
BIGTIME In PR.Media FRIENDLY.Live-To-SCHMOOZE.F
un/Laughter MBWA Stay In Touch.You
Must Be The Change You Wish To See In The
World/GANDHI5K For 5M.Your CALENDAR Never
Lies.OUT Pastels. IN Technicolor
49
JUST SAY NO TO C.E.O. CIO/Chief Innovation
Officer. CSO/Chief Sales Officer. CWO/Chief Wow
OfficerEXCELLENCE Is Very Cool.
MICRO-MANAGE Your Reputation.Wear Your
Integrity On Your SLEEVE.KEEP Your
Promises.EXECUTION!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
!!!!!!A Man Without A Smiling Face MUST NOT
Open His Shop.RECOGNITION! Work HARD, Not
Smart.Insanely Great. THE STANDARD.
50
R.O.I.R
51
Measure 1 R.O.I.R.Return On Investment In
Relationships
52
SellSellSell
53
I Bacteria Man HEREBY PLEDGEWhen asked,
What are some examples of companies stepping up
to todays challenges? I will NEVER AGAIN
offer an example of a Giant Company instead Ill
refer to Cirque du Soleil, Donnellys
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
54
Excellence.Bank on it.(commerce bank.)
55
The Commerce Bank Model Are you going to cost
cut your way to prosperity?Or are you going
to spend your way to prosperity?Source Fans!
Not customers. How Commerce Bank Created a
Super-growth Business in a No-growth Industry,
Vernon Hill Bob Andelman
56
The Commerce Bank Modelcost cutting is a death
spiral.Source Fans! Not customers. How
Commerce Bank Created a Super-growth Business in
a No-growth Industry, Vernon Hill Bob Andelman
57
Our whole story is growing revenue. Vernon
Hills (Top-line driven standard is bottom-line
driven by cost cutting)
58
The Commerce Bank Model over-invest in our
people, over-invest in our facilities.Source
Fans! Not customers. How Commerce Bank Created a
Super-growth Business in a No-growth Industry,
Vernon Hill Bob Andelman
59
Commerce Bank From Service to Experience7X.
730A-800P. F12A.93-03/10 yr annual return
CB 29 WM 17 HD 16. Mkt Cap 48 p.a.
60
The Commerce Bank Model every computer at
commerce bank has a special red key on it
that says, found something stupid that we are
doing that interferes with our ability to service
the customer? Tell us about it, and if we agree,
we will give you 50.Source Fans! Not
customers. How Commerce Bank Created a
Super-growth Business in a No-growth Industry,
Vernon Hill Bob Andelman
61
You do not merely want to be the best of the
best. You want to be considered the only ones who
do what you do. Jerry Garcia
62
Up, Up, Up, Up the Value-added Ladder.
63
The Value-added Ladder/ MEMORABLE
CONNECTIONSpellbinding Experiences
Gamechanging SolutionsServicesGoods Raw
Materials
64
EXCELLENCE. SOUL I.DESIGN.
65
All Equal Except At Sony we assume that all
products of our competitors have basically the
same technology, price, performance and features.
Design is the only thing that differentiates one
product from another in the marketplace. Norio
Ohga
66
Design is treated like a religion at BMW.
Fortune
67
Bottom Line.
68
Design is WHAT WHY I LOVE. LOVE.
69
I LOVE my
70
All Time No.1 (TP)Ziplocs
71
Design is WHY I GET MAD. MAD.
72
Wanted THE DESIGNER OF MY NEW HP COMPUTER
73
Design is never neutral.
74
Hypothesis DESIGN is the principal difference
between love and hate!
75
EXCELLENCE.SYSTEMS. DESIGN. K.I.S.S.
76
450/8
77
EXCELLENCE.VALUE-ADDED LADDER III. DREAM
IT.
78
Furniture vs. DreamsWe do not sell furniture
at Domain. We sell dreams. 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
79
Up, Up, Up, Up the Value-added Ladder.
80
The Value-added Ladder/ EMOTIONDreams Come
TrueSpellbinding Experiences Gamechanging
SolutionsServicesGoods Raw Materials
81
EXCELLENCE.SOUL II.THE STORY.
82
Storytelling is the core of culture.
Branded Nation The Marketing of Megachurch,
College Inc., and Museumworld, James Twitchell
83
Best story wins!
84
Market Power Story Power
85
Pause.Little Stuff.
86
Leaders SERVE people. Period. Anon.
87
Cause (worthy of commitment)Space (room
for/encouragement
for initiative) Decency (respect,
humane)
88
THE PROBLEM IS RARELY THE PROBLEM.
89
THE PROBLEM IS RARELY/NEVER THE PROBLEM. THE
RESPONSE TO THE PROBLEM INVARIABLY ENDS UP BEING
THE REAL PROBLEM. RMN, M Stewart, WJC,
Scooter Libby

90
PERCEPTION IS ALL THERE IS. PERIOD. From Whole
Foods to IBM to the corner deli

91
Priorities
92
I used to have a rule for myself that at any
point in time I wanted to have in mind as it so
happens, also in writing, on a little card I
carried around with me the three big things I
was trying to get done. Three. Not two. Not
four. Not five.Not ten.Three. Richard
Haass, The Power to Persuade
93
Really Important Stuff Rogers Rule of Three!
94
Dennis, you need a To-dont List !
95
The one thing you need to know about sustained
individual success Discover what you dont like
doing and stop doing it. Marcus
Buckingham, The One Thing You Need to Know
96
SWEET SPOT SEEKING THE DISCOMFORT ZONE.
97
Do one thing every day that scares you.
Eleanor Roosevelt
98
A typical day at the office for me begins by
asking, What is impossible that I am going to do
today? Daniel Lamarre, president, Cirque du
Soleil
99
Little Stuff (the end)(almost)
100
Conrad Hilton, at a big celebration of his life,
on the most important lesson youve learned in
your long and distinguished career remember
to tuck the shower curtain inside the bathtub
101
Little Stuff (the end)
102
NEW MARKETS.
103
E-nor-mous Stra-te-gic opp-or-tun-ity. Damn it.
104
women.BOOMERS.GEEZERS.
105
EXCELLENCE. AARGH.
106
2005
107
Good Thinking, Guys!Kodak Sharpens Digital
Focus On Its Best Customers Women Page 1
Headline/WSJ/0705
108
EXCELLENCE. DUH.
109
To be a leader in consumer products, its
critical to have leaders who represent the
population we serve. Steve Reinemund/PepsiCo
110
Forget China, India and the Internet Economic
Growth Is Driven by Women. Headline, Economist,
April 15, 2006, Leader, page 14
111
Womens TrifectaBuy WealthLead
ECLIPSE OF MALES (Old/Retire Young/Poorly
educated)
112
Not Just America Boys Falling Seven Years
Behind Girls at GCSE Level headline, Weekly
Telegraph, UK, 10.25.06
113
Girls Again Outshine Boys In CBSE Class 12
ExamsSource Headline, Dateline New Delhi
(0526.2007 Khaleej Times)
114
Girls are the new boys.Source The Daily
Mail, 0425.2007, Why todays women want a girl
115
Women are the majority market Fara
Warner/The Power of the Purse
116
?????????Home Furnishings 94Vacations 92
(Adventure Travel 70/ 55B travel
equipment)Houses 91D.I.Y. (major home
projects) 80Consumer Electronics 51 (66
home computers) Cars 68 (90)All consumer
purchases 83 Bank Account 89Household
investment decisions 67Small business
loans/biz starts 70Health Care 80
117
91 women ADVERTISERS DONT UNDERSTAND US.
(58 ANNOYED.)Source Greenfield Online for
Arnolds Womens Insight Team (Martha Barletta,
Marketing to Women)
118
The most significant variable in every sales
situation is the gender of the buyer, and more
importantly, how the salesperson communicates to
the buyers gender. Jeffery Tobias Halter,
Selling to Men, Selling to Women
119
Women dont buy brands. They join
them.EVEolution
120
Selling to men The TRANSACTION ModelSelling to
Women The RELATIONAL ModelSource Selling
to Men, Selling to Women, Jeffery Tobias Halter
121
Editorial/Men Tables, rankings.Editorial/Women
Narratives that cohere.Redwood (UK)
122
FemaleThink/ Popcorn MarigoldMen and women
dont think the same way, dont communicate the
same way, dont buy for the same reasons.He
simply wants the transaction to take place. Shes
interested in creating a relationship. Every
place women go, they make connections.
123
EVEolution Truth No. 1Connecting Your Female
Consumers to Each Other Connects Them to Your
Brand
124
The Connection Proclivity in women starts
early. When asked, How was school today? a girl
usually tells her mother every detail of what
happened, while a boy might grunt, Fine.
EVEolution
125
Carol Gilligan/ In a Different VoiceMen Get
away from authority, familyWomen ConnectMen
Self-orientedWomen Other-orientedMen
RightsWomen Responsibilities
126
People powered Age 3 days, baby girls 2X eye
contact. Source Martha Barletta, Marketing to
Women
127
2.6 vs. 21
128
Addenda Vive La difference!
129
Resting State 30, 90 A woman knows her
childrens friends, hopes, dreams, romances,
secret fears, what they are thinking, how they
are feeling. Men are vaguely aware of some short
people also living in the house.Barbara
Allan Pease, Why Men Dont Listen Women Cant
Read Maps
130
As a hunter, a man needed vision that would
allow him to zero in on targets in the distance
whereas a woman needed eyes to allow a wide arc
of vision so that she could monitor any predators
sneaking up on the nest. This is why modern men
can find their way effortlessly to a distant pub,
but can never find things in fridges, cupboards
or drawers.Barbara Allan Pease, Why Men
Dont Listen Women Cant Read Maps
131
Female hearing advantage contributes
significantly to what is called womens
intuition and is one of the reasons why a woman
can read between the lines of what people say.
Men, however, shouldnt despair. They are
excellent at imitating animal sounds.Barbara
Allan Pease, Why Men Dont Listen Women Cant
Read Maps
132
How many men does it take to change a roll of
toilet paper?Its unknown. Its never
happened.Source Allan Pease Barbara Pease,
Why Men Can Only Do One Thing at a Time and Women
Never Stop Talking
133
Addendaends
134
1. Men and women are different.2. Very
different.3. VERY, VERY DIFFERENT.4. Women
Men have a-b-s-o-l-u-t-e-l-y nothing in
common.5. Women buy lotsa stuff.6. WOMEN BUY
A-L-L THE STUFF.7. Womens Market Opportunity
No. 1.8. Men are (STILL) in charge.9. MEN ARE
TOTALLY, HOPELESSLY CLUELESS ABOUT WOMEN.
135
10. Womens Market Opportunity No. 1.
136
EXCELLENCE. OPPORTUNITY.WOMEN. BUSINESS.
OWNERS.
137
10.6
138
The growth and success of women-owned businesses
is one of the most profound changes taking place
in the business world today. Margaret
Heffernan, How She Does It
139
Women-owned Biz U.S. employees gt F500 employees
worldwideSource Martha Barletta, Marketing to
Women
140
94 of loans to womenMicrolending
Banker to the poor Grameen Bank Muhammad
Yunus 2006 Nobel Peace Prize winner
141
WOMEN. DOMINATE. ECONOMIC. GROWTH.
142
Forget China, India and the Internet Economic
Growth Is Driven by Women. Headline, Economist,
April 15, 2006, Leader, page 14
143
Since 1970, women have held two out of every
three new jobs created. FT, 10.03.2006
144
10 UNASSAILABLE REASONS WOMEN
RULE Women make all the financial
decisions.Women control all the wealth. Women
substantially outlive men. Women start most of
the new businesses. Womens work force
participation rates have soared
worldwide. Women are closing in on same pay for
same job. Women are penetrating senior
ranks rapidly even if the pace is slow for
the corner office per se. Womens
leadership strengths are exceptionally well
aligned with new organizational effectiveness
value-added imperatives. Women are better
salespersons than men. Women buy almost
everythingcommercial as well as consumer
goods. So what exactly is the point of men?
145
COROLLARY. EXCELLENCE. WOMEN.RULE.
146
AS LEADERS, WOMEN RULE New Studies find that
female managers outshine their male counterparts
in almost every measure TITLE/ Special
Report/ BusinessWeek
147
On average, women and men possess a number of
different innate skills. And current trends
suggest that many sectors of the
twenty-first-century economic community are going
to need the natural talents of women. Helen
Fisher, The First Sex The Natural Talents of
Women and How They Are Changing the World
148
EXCELLENC ALWAYS.End.PART THREE.
149
Part Four
150
Peo-ple
151
EXCELLENCE. INDIVIDUAL.BRAND YOU.
152
BRAND YOU.NO OPTION.
153
You are the storyteller of your own life, and
you can create your own legend or not. Isabel
Allende
154
Personal Brand Equity Evaluation
  • My current Project is challenging me
  • New things Ive learned in the last 90 days
    include
  • I am known for 2 to 3 things next year at this
    time Ill also be known for 1 more thing.
  • My public recognition program consists of
  • Additions to my Rolodex in the last 90 days
    include
  • My resume is discernibly different from last
    years
  • at this time

155
R.D.A.Rate 15?, 25?Therefore Formal
Investment Strategy/R.I.P.Renewal
Investment Plan
156
The only thing you have power over is to get
good at what you do. Thats all there is there
aint no more! Sally Field
157
Muhammad Yunus All human beings are
entrepreneurs. When we were in the caves we were
all self-employed . . . finding our food, feeding
ourselves. Thats where human history began . . .
As civilization came we suppressed it. We became
labor because they stamped us, You are labor.
We forgot that we are entrepreneurs. Source
Muhammad Yunus/The News HourPBS/1122.2006
158
Never doubt that a small group of committed
people can change the world. Indeed it is the
only thing that ever has. Margaret Mead
159
Its always showtime. David DAlessandro,
Career Warfare
160
Brand Essentials Mastering Sales/The
Sales25. Getting Things Done/The Power
Implementation34.presentation Excellence/ The
PresX56.interviewing Excellence/The
IntX31
161
Brand you tool 1 Mastering Sales The
Sales25.
162
Everyone lives by selling something. Robert
Louis Stevenson
163
Great Salespeople 1. Know
the product. (Find cool mentors, and use
them.)2. Know the company.3. Know the customer.
(Including the customers consultants.) (And
especially the corporate culture.)4. Love
internal politics at home and abroad.5.
Religiously respect competitors. (No badmouthing,
no matter how provoked.)6. Wire the customers
org. (Relationships at all levels
functions.)7. Wire the home teams org. and
vendors orgs. (INVEST Big Time time in
relationships at all levels functions.) (Take
junior people in all functions to client
meetings.)
164
Its all about politics! (Play or sit on the
sidelines.)
165
If you dont listen, you dont sell anything.
Carolyn Marland/Managing Director/Guardian
Group
166
Brand you tool 2 Getting Things Done The
Power Implementation34.
167
Send Thank You notes! Its (always) all
about relationships. And at the Heart of
Effective Relationships is APPRECIATION. (Oh
yeah Never, ever forget a birthday of a
co-worker.) Bring donuts! Small gestures of
appreciation (on a rainy day, after a long days
work the day before) are VBDs Very Big
Deals. Make the call! One short,
hard-to-make call today can avert a relationship
crisis that could bring you down six months from
now. Remember There are no little gestures
of kindness. As boss, stopping by someones
cube for 30 seconds to inquire about their
sick parent will be remembered for 10 years.
(Trust me.) Make eye contact! No big deal?
Wrong! It is all about Connection! Paying
attention! Being there in the Moment Present.
So, work on your eye contact, your Intent to
Connect. Smile! Or, rather SMILE. Rule
Smiles beget smiles. Frowns beget frowns. Rule
WORK ON THIS. Smile! (If it kills you.)
Energy enthusiasm passion engender
energy-enthusiasm-passion in those we work with.
168
Brand You Tool 3 Presentation Excellence The
PresX56
169
Presentation Excellence1.
Total commitment to the Problem/Project/Outcome2.
A compelling Story line/Plot3. Enough data
to sink a tanker (98 in reserve)4. Know the
data from memory ability to manipulate the data
in your head5. Great Stories/Illustrations/Vignet
tes6. Superb political antennae (you must
play the room like a Virtuoso and be
hyper-attentive to the likes of Body Language)7.
By hook or by crook CONNECT7A. CONNECT!
CONNECT! CONNECT!8. Punch line/Plot
Outline/WOW/Surprise in firstone to two minutes
170
The only reason to give a speech is to change
the world. JFK
171
Brand You Tool 4 Interviewing Excellence The
IntX31
172
Interviewing
Excellence1. INTERVIEWING IS AN ART WORTH
MASTERING! (Think Christiane Amanpour, Mike
Wallace)2. Dont overschedule2 or 3 in depth
interviews are a solid days work. (More than
that is lunacy and will lead to shallow
results.)3. Save, if possible, the Big Guy/Gal
until lastthat is, until you know what the hell
youre doing!4. Find a comfy/safe/neutral
setting. THIS IS ALL IMPORTANT! (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 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.6.
DO YOUR DAMN HOME WORK! (On the interviewee, the
subject matter.)7. Concoct a LONG LIST of
questions. (Youll only use 10 of it, but thats
okay.)
173
EXCELLENCE. BEDROCK.TALENT.
174
Hire very good people!
175
We believe companies can increase their market
cap 50 percent in 3 years. Steve Macadam at
Georgia-Pacific changed 20 of his 40 box plant
managers to put more talented, higher paid
managers in charge. He increased profitability
from 25 million to 80 million in 2 years.
Ed Michaels, War for Talent
176
INVITE THEM TO JOIN US IN A JOURNEY TO EXCELLENCE!
177
In the end, management doesnt change culture.
Management invites the workforce itself to
change the culture. Lou Gerstner
178
The role of the Director is to create a space
where the actors and actresses can become more
than theyve ever been before, more than theyve
dreamed of being. Robert Altman, Oscar
acceptance speech
179
EMPHASIZE THE SOFT SKILLS.
180
?
181
Its simple, really, Tom. Hire for ?s, and,
above all, promote for ?s. Starbucks middle
manager/field
182
Q If it were your 50K lifes savings and my
50K, what sort of Waiters would we look
for?A Enthusiasts!
183
Build on strengths
184
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 is unique about each
person and capitalize on it. Marcus
Buckingham, The One Thing You Need to Know
185
The mediocre manager believes that most things
are learnable and therefore that the essence of
management is to identify each persons weaker
areas and eradicate them. The great manager
believes the opposite. He believes that the most
influential qualities of a person are innate and
therefore that the essence of management is to
deploy these innate qualities as effectively as
possible and so drive performance. Marcus
Buckingham, The One Thing You Need to Know
186
53 53
187
One size NEVER fits all.
188
53 53
189
Promise 1 Never, ever again will I evaluate
anyone using a standardized instrument devised
by a professional in inhuman Resources.
190
SO YOURE A PEOPLE PERSON? PROVE IT.
191
The leaders of Great Groups love talent and
know where to find it. They revel in the talent
of others. Warren Bennis Patricia Ward
Biederman, Organizing Genius
192
PARCs Bob Taylor Connoisseur of Talent
193
Do TALENT!
194
220 workdays 220 rostersSource Coach K
195
new goal every game!Source Coach K
196
Leaders do people. Period. Anon.
197
SO YOURE A PEOPLE PERSON? PROVE IT.
198
lt CAPEXgt People!
199
SO YOURE A PEOPLE PERSON? PROVE IT.
200
PUT HR AT THE HEAD OF THE HEAD TABLE. BEST
PEOPLE. NOBLEST MISSION.
201
A review of Jack and Suzy Welchs Winning claims
there are but two key differentiators that set GE
culture apart from the herd First Separating
financial forecasting and performance
measurement. Performance measurement based, as it
usually is, on budgeting leads to an epidemic of
gaming the system. GEs performance measurement
is divorced from budgetingand instead reflects
how you do relative to your past performance and
relative to competitors performance i.e., its
about how you actually do in the context of what
happened in the real world, not as compared to a
gamed-abstract plan developed last year.
Second Putting HR on a par with finance and
marketing.
202
Internal brand promise!
203
Whats your companys EVP/IBP?Employee
Value Proposition, per Ed Michaels et al., The
War for Talent IBP/Internal Brand Promise per TP
204
EVP/IBP Remarkable challenge, rapid
professional growth, respect, satisfaction, fun,
stunning opportunity, exceptional reward, amazing
peer group, full membership in Club Adventure,
maximized future employabilitySource Ed
Michaels, The War for Talent TP
205
Words Matter.
206
Talent Department
207
Brand Talent.
208
I have always believed that the purpose of the
corporation is to be a blessing to the
employees. Boyd Clarke
209
Re-imaginePeople Power The Talent50
210
The Talent501. People first!2.
Soft is Hard. 3. FUNDAMENTAL PREMISE We are in
an Age of Talent/ Creativity/Intellectual-
capital Added.4. Talent excellence in every
part of the organization.5. P.O.T./Pursuit
Of Talent Obsession.6. HR sits at The Head
Table.7. HR is cool.
211
The Talent508. Re-name
HR. (Talent Department, Center of Talent
Excellence)9. Theres an HR Strategy10. There
is a FORMAL Recruitment Strategy.11. There is a
FORMAL Leadership Development
Strategy.12. There is a world class
Leadership Development Center.13. There is
a FORMAL-STRATEGIC HR Review Process.14.
The Top100, and every units Top10, are
consciously managed.
212
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!
213
The Talent5024. Training I
Train! Train! Train!25. TII 100 business
people.26. TIII 100 Leaders.27. TIV Boss as
Trainer-in-Chief.28. Open Communication I NO
BARRIERS.29. Open Communication II Share
Information. (ALL!)30. Respect!31.
INTEGRITY!32. Treat the Whole Individual.
214
The Talent5033. Places of
grace.34. MBWA The Rudy Rule.35. Thank
You!36. Promote for people skills. (ALL
ELSE IS SECONDARY.)37. Honor youth.38. Early
leadership assignments.39. Fast Tracking is the
norm.40. Create a System of Mentoring.
215
The Talent5041.
Diversity!42. Diversity starts on the Board of
Directors.43. WOMEN RULE.44. Weird
Wins.45. We are all unique. 46. Bosses win
people over.47. GOAL Adventures of Mutual
Discovery.48. Foster Independence.49.
Enthusiasm!
216
50. Talent Brand.
217
EXCELLENCE. BEDROCK.LEADERSHIP.L23. 7Es.
9Ps. 12Ps.
218
The 7Es
219
Exuberance! Energy!Empathy!Engagement!Empowerm
ent!Execution!Excellence!
220
EXCELLENCE. THE LEADERSHIP23.
221
Leadership23/ML1.
Enthusiasm. Energy. Exuberance.2. Action.
Execution.3. Tempo. Metabolism.4.
Relentless.5. Master of Plan B.6.
Accountability.7. Meritocracy.8. Leaders do
people. Mentor. (Success creation
business.)9. Women. Diversity.10. Integrity.
Credibility. Humanity. Grace.11. Realism.12.
Cause. Adventures. Quests.
222
Leadership23/ML13.
Legacy.14. Best story wins.15. On the edge.
(Wildest chimera of a moonstruck
mind.) 16. Reward excellent failures. Punish
mediocre successes.17. Different gt Better.
(Only ones who do what we do.)18. MBWA.
Customer MBWA.19. Laughs.20. Repot. Curiosity.
Why?21. You Calendar. To Dont. Two.22.
Excellence. Always. 23. Nelsonian! (Other
admirals more afraid of losing than anxious
to win.)
223
EXCELLENCE. BEDROCK.LEADERSHIP.12 Ps. Tom
Peters/04.18.2007
224
PURPOSE.PASSION.Potential.Presence.Personal.
pissed off. Playful.PERSISTENCE.PEOPLE.
Peculiar.Potent.Positive.
225
The Passion Imperative Leadership50
226
The Basic Premise.
227
1. Leadership Is a Mutual Discovery Process.
228
I dont know.
229
Leaders-Teachers Do Not Transform People!
Instead leaders-mentors-teachers (1) provide a
context which is marked by (2) access to a
luxuriant portfolio of meaningful opportunities
(projects) which (3) allow people to fully (and
safely, mostlycaveat they dont engage unless
theyre mad about something) express their
innate curiosity and (4) engage in a vigorous
discovery voyage (alone and in small teams,
assisted by an extensive self-constructed
network) by which those people (5) go to-create
places they (and their mentors-teachers-leaders)
had never dreamed existed and then the
leaders-mentors-teachers (6) applaud like hell,
stage photo-ops, and ring the church bells 100
times to commemorate the bravery of their
followers explorations!
230
Quests!
231
Organizing Genius / Warren Bennis and Patricia
Ward BiedermanGroups become great only when
everyone in them, leaders and members alike, is
free to do his or her absolute best.The best
thing a leader can do for a Great Group is to
allow its members to discover their greatness.
232
Leaders Mt Everest Testfree to do his or
her absolute best allow its members to
discover their greatness.
233
Ninety percent of what we call management
consists of making it difficult for people to get
things done. Peter Drucker
234
The Leadership Types.
235
2. Great Leaders on Snorting Steeds Are Important
but Great Talent Developers (Type I Leadership)
are the Bedrock of Organizations that Perform
Over the Long Haul.
236
Whoops Jack didnt have a vision!
237
3. But Then Again, There Are Times When This
visionary (Type II Leadership) Stuff Actually
Works!
238
A leader is a dealer in hope.Napoleon
239
4. Find the Businesspeople! (Type III
Leadership)
240
I.P.M. (Inspired Profit Mechanic)
241
5. All Organizations Need the Golden Leadership
Triangle.
242
The Golden Leadership Triangle (1) Talent
Fanatic (2) Visionary (3) Inspired Profit
Mechanic.
243
6. Leadership Mantra 1 IT ALL DEPENDS!
244
Renaissance Men are a snare, a myth, a delusion!
245
7. The Leader Is Rarely/ Never the Best Performer.
246
The Leadership Dance.
247
8. Leaders SHOW UP!
248
25
249
MBWA5,000 miles for a 5-minute face-to-face
meeting (courtesy super-agent Mark McCormick)
250
Mark McCormack 5,000 miles for a 5 min. meeting!
251
A body can pretend to care, but they cant
pretend to be there. Texas Bix Bender
252
MBWA, Grameen Style!Conventional banks ask
their clients to come to their office. Its a
terrifying place for the poor and illiterate.
The entire Grameen Bank system runs on the
principle that people should not come to the
bank, the bank should go to the people. If any
staff member is seen in the office, it should be
taken as a violation of the rules of the Grameen
Bank. It is essential that those setting up a
new village Branch have no office and no place
to stay. The reason is to make us as different as
possible from government officials. Source
Muhammad Yunus, Banker to the Poor
253
9. Leaders LOVE the MESS!
254
Im not happy unless Im uncomfortable.Jay
Chiat
255
If things seem under control, youre just not
going fast enough.Mario Andretti
256
10. Leaders DO!
257
We have a strategic plan. Its called doing
things. Herb Kelleher
258
11. Leaders Re-do.
259
If it works, its obsolete. Marshall McLuhan
260
12. BUT Leaders Know When to Wait.
261
Tex Schramm The too hard box!
262
13. Leaders Are Optimists.
263
Hackneyed but none the less true LEADERS SEE
CUPS AS HALF FULL.
264
Half-full Cups Ronald Reagan radiated an
almost transcendent happiness.Lou Cannon,
George
265
14. Leaders FOCUS!
266
To Dont List
267
I used to have a rule for myself that at any
point in time I wanted to have in mind as it so
happens, also in writing, on a little card I
carried around with me the three big things I
was trying to get done. Three. Not two. Not four.
Not five. Not ten. Three. Richard Haass, The
Power to Persuade
268
15. Leaders Set CLEAR DESIGN SPECS.
269
Danger S.I.O. (Strategic Initiative Overload)
270
JackWorld/1_at_T (1) Neutron Jack. (Banish
bureaucracy.) (2) 1, 2 or out Jack. (Lead or
leave.) (3) Workout Jack. (Empowerment, GE
style.) (4) 6-Sigma Jack. (5) Internet Jack.
(Throughout) TALENT JACK!
271
16. Leaders Send V-E-R-Y Clear Signals About
Whats Important!
272
Really Important Stuff Rogers Rule of Three!
273
If It Aint Broke Break It.
274
17. Leaders FORGET!/Leaders DESTROY!
275
ForgetgtLearnThe problem is never how to get
new, innovative thoughts into your mind, but how
to get the old ones out.Dee Hock
276
18. BUT Leaders Have to Deliver, So They Worry
About Throwing the Baby Out with the Bathwater.

277
Damned If You Do, Damned If You Dont, Just
Plain Damned.Subtitle in the chapter, Own Up
to the Great Paradox Success Is the Product of
Deep Grooves/ Deep Grooves Destroy Adaptivity,
Liberation Management (1992)
278
19. Leaders HONOR THE USURPERS.
279
Saviors-in-WaitingDisgruntled
CustomersUpstart CompetitorsRogue
EmployeesFringe SuppliersWayne Burkan, Wide
Angle Vision
280
20. Leaders Make Lots of Mistakes and MAKE NO
BONES ABOUT IT!
281
Fail faster. Succeed sooner.David Kelley/IDEO
282
Fail. Forward. Fast. High-tech Exec
283
21. Leaders Make BIG MISTAKES!
284
Reward excellent failures. Punish mediocre
successes.Phil Daniels, Sydney exec (and, de
facto, Jack)
285
Create.
286
22. Leaders Know that THERES MORE TO LIFE THAN
LINE EXTENSIONS. Leaders Love to CREATE NEW
MARKETS.
287
Acquisitions are about buying market share. Our
challenge is to create markets. There is a big
difference. Peter Job, CEO, Reuters

288
23. Leaders Make Their Mark / Leaders Do
Stuff That Matters
289
I never, ever thought of myself as a
businessman. I was interested in creating things
I would be proud of. Richard Branson
290
Ah, kids What is your vision for the future?
What have you accomplished since your first
book? Close your eyes and imagine me
immediately doing something about what youve
just said. What would it be? Do you feel you
have an obligation to Make the world a better
place?
291
24. Leaders Push Their Organizations W-a-y Up
the Value-added/ Intellectual Capital Chain.
292
And the M Stands for ?Gerstners IBM
Systems Integrator of choice. (BW) IBM Global
Services 55B
293
25. Leaders Know that the HVA/Solutions
Revolution rests upon Scintillating
Experiences.
294
Experiences are as distinct from services as
services are from goods.Joseph Pine James
Gilmore, The Experience Economy Work Is Theatre
Every Business a Stage
295
26. Leaders LOVE the New Technology!
296
Power Tools For Power Strategies
297
Go for the Bold
Bold/Aggressive/ Bold/GameChanger
Bold/Creative Destruction Bold/Cool Supplier
Portfolio Bold/Web Fanaticism
298
27. Needed? Type IV Leadership Technology
Dreamer-True Believer
299
The Golden Leadership Quadrangle (1) Talent
Fanatic-Mentor (2) Creator-Visionary (3)
Inspired Profit Mechanic (4) Technology
Dreamer-True Believer
300
Talent.
301
28. Leaders DO TALENT!
302
Leaders do people. Period. Anon.
303
Brand Talent.
304
29. When It Comes to TALENT Leaders Always Go
Berserk!
305
From 1, 2 or youre out JW to Best
Talent in each industry segment to build best
proprietary intangibles EMSource Ed
Michaels, War for Talent
306
30. Leaders Dont Create Followers THEY CREATE
LEADERS!
307
I start with the premise that the function of
leadership is to produce more leaders, not more
followers.Ralph Nader
308
Passion.
309
31. Leaders Sell PASSION!
310
G.H. Create a cause, not a business.
311
People want to be part of something larger than
themselves. They want to be part of something
theyre really proud of, that theyll fight for,
sacrifice for , trust. Howard Schultz,
Starbucks (IBD/09.05)
312
32. Leaders Know ENTHUSIASM BEGETS ENTHUSIASM!
313
BZ I am a Dispenser of Enthusiasm!
314
Nothing is so contagious as enthusiasm.
Samuel Taylor Coleridge
315
James Woolsey, former CIA director If youre
enthusiastic about the things youre working on,
people will come ask you to do interesting
things.
316
33. Leaders Are in a Hurry
317
Read It Closely We dont sell insurance
anymore. We sell speed. Peter Lewis,
Progressive
318
34. Leaders Focus on the SOFT STUFF!
319
Soft Is Hard- ISOE
320
Message Leadership is all about love! Passion,
Enthusiasms, Appetite for Life, Engagement,
Commitment, Great Causes Determination to Make
a Damn Difference, Shared Adventures, Bizarre
Failures, Growth, Insatiable Appetite for Change.
321
The Job of Leading.
322
35. Leaders Know Its ALL SALES ALL THE TIME.
323
TP If you dont LOVE SALES find another life.
(Dont pretend youre a leader.) (See TPs
The Project50.)
324
36. Leaders LOVE POLITICS.
325
TP If you dont LOVE POLITICS find another
life. (Dont pretend youre a leader.)
326
37. But Leaders Also Break a Lot of China.
327
Characteristics of the Also ransMinimize
riskRespect the chain of commandSupport the
bossMake budgetFortune, article on Most
Admired Global Corporations
328
38. Leaders Give RESPECT!
329
Amen!What creates trust, in the end, is the
leaders manifest respect for the followers.
Jim OToole, Leading Change
330
  • It was much later that I realized Dads secret.
    He gained respect by giving it. He talked and
    listened to the fourth-grade kids in Spring
    Valley who shined shoes the same way he talked
    and listened to a bishop or a college president.
    He was seriously interested in who you were and
    what you had to say.
  • Sara Lawrence-Lightfoot, Respect

331
39. Leaders Say Thank You.
332
The deepest human need is the need to be
appreciated.William James
333
40. Leaders Are Curious.
334
The Three Most Important Letters WHY?
335
41. Leadership Is a Performance.
336
It is necessary for the President to be the
nations No. 1 actor.FDR
337
42. Leaders Are The Brand
338
You must be the change you wish to see in the
world.Gandhi
339
You cant lead a cavalry charge if you think you
look funny on a horse. John Peers, President,
Logical Machine Corporation
340
Its always showtime. David DAlessandro,
Career Warfare
341
43. Leaders Have a GREAT STORY!
342
Leaders dont just make products and make
decisions. Leaders make meaning. John Seely
Brown
343
A key perhaps the key to leadership is
the effective communication of a story.Howard
Gardner Leading Minds An Anatomy of Leadership
344
Leader Job 1Paint Portraits of Excellence!
345
The Re-imagineers Credo or, Pity the Poor
BrownTechnicolor Times demand Technicolor
Leaders and Boards who recruit Technicolor
People who are then sent on Technicolor
Quests to execute Technicolor (WOW!) Projects
in partnership with Technicolor Customers
and Technicolor Suppliers all in pursuit of
Technicolor Goals and Aspirations fit for
Technicolor Times.WSC
346
Introspection.
347
44. Leaders Enjoy Leading.
348
Warren, I know you want to be president. But
do you want to do president?
349
45. Leaders LAUGH!
350
46. Leaders KNOW THEMSELVES.
351
Individuals (would-be leaders) cannot engage in a
liberating mutual discovery process unless they
are comfortable with their own skin. (Leaders
who are not comfortable with themselves become
petty control freaks.)
352
Questions What do others think of you? Are you
sure? What do you think of you? Are you
sure? What is your impact on others? Are you
sure? What is your impact on others? Are you
sure? What is your impact on others? Are you
sure? What are the little things you
(perhaps unconsciously) do that cause people to
shrivelor blossom? Are you sure? What do you
want? Are you sure? Are you aware of your
changing moods? Are you sure? How fragile is
your ego? Are you sure? Do you have a true
confidant? Are you sure? Do you perform brief
or not-so-brief self-assessments? Do you talk
too much? Are you sure? Do you know how to
listen? Are you sure? Do you listen? Are you
sure? What is your style of hashing things
out? Are you perceived as (a) arrogant, (b)
abrasive (c) attentive, (d) genuinely interested
in people, (e) etc? Are you sure? Are you
flexible? Have you changed your mind about
anything important in a while? Are you
comfortable-uncomfortable with folks on the front
line? Do you think youre in touch with the
pulse of things around here? Are You Sure?
Are you too emotional/intuitive? Are you too
unemotional/rational? Do you spend much time
with people who are new to you? Do you think
questions like this are so much BS?
353
47. But Leaders have MENTORS.
354
The Word According to TP Upon having the
Leadership Mantle placed upon ones head, he/she
shall never hear the unvarnished truth again!
(Therefore, she/he needs one faithful compatriot
to lay it on with no jelly.)
355
The End Game.
356
48. Leaders are RELENTLESS.
357
This adolescent incident of getting from
point A to point B is notable not only because
it underlines Grants fearless horsemanship and
his determination, but also it is the first known
example of a very important peculiarity of his
character Grant had an extreme, almost phobic
dislike of turning back and retracing his steps.
If he 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 the factors that made him such a formidable
general. Grant would always, always press
onturning back was not an option for him.
Michael Korda, Ulysses Grant
358
Relentless One of my superstitions had always
been when I started to go anywhere or to do
anything, not to turn back , or stop, until the
thing intended was accomplished. Grant
359
incredible power of endurance political
colleague, on Nicolas Sarkozy, repeatedly written
off by the public and the celestial powers of
French politics (FT, 0515.07)
360
Success seems to be largely a matter of
hanging on after others have let go. William
Feather, author
361
Re-lent-less
362
252,5006364485,000,0002,500,00015
363
25 years2,500 Seminars63 Countries64/Kenya48
States5,000,000 Miles2,000,000 People15 Books
364
49. Leaders ???
365
Leadership is the PROCESS of ENGAGING PEOPLE in
CREATING a LEGACY of EXCELLENCE.
366
LEADERS NEED TO BE THE ROCK OF GIBRALTAR ON
ROLLER BLADES.
367
50. Leaders Free the Lunatic Within!
368
The greatest dangerfor most of usis not that
our aim istoo highand we miss it,but that it
istoo lowand we reach it.Michelangelo
369
Kevin Roberts Credo1. Ready.
Fire! Aim.2. If it aint broke ... Break it!3.
Hire crazies.4. Ask dumb questions.5. Pursue
failure.6. Lead, follow ... or get out of the
way!7. Spread confusion.8. Ditch your
office.9. Read odd stuff.10. Avoid moderation!
370
You cant behave in a calm, rational manner.
Youve got to be out there on the lunatic
fringe. Jack Welch
371
51. Leaders (and Management Gurus) Know WHEN TO
LEAVE!
372
Excellence can be obtained if you ... care
more than others think is wise ... risk
more than others think is safe ... dream
more than others think is practical ...
expect more than others think is
possible. Source Anon. (Posted _at_ tompeters.com
by K.Sriram, November 27, 2006 117 AM)
373
EXCELLEN ALWAYS.
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