The Challenge: To Create More Value in All Negotiations

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PART 1 2 Tom Peters Re-Imagine
EXCELLENCE! MASTERY Total Real Estate
Training/Annual Education Conference Sydney/15-16
July 2014 Slides at tompeters.com (Also see our
23-part Master Compendium at excellencenow.com)
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BE THE BEST (INSANELY GREAT)
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BE THE BEST. ITS THE ONLY MARKET THATS NOT
CROWDED.
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-1/1
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SP 500 1/-1 Every 2 weeks! Source
Richard Foster (via Rita McGrath/HBR/12.26.13
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I am often asked by would-be entrepreneurs
seeking escape from life within huge corporate
structures, How do I build a small firm for
myself? The answer seems obvious Source
Paul Ormerod, Why Most Things Fail Evolution,
Extinction and Economics
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I am often asked by would-be entrepreneurs
seeking escape from life within huge corporate
structures, How do I build a small firm for
myself? The answer seems obvious Buy a very
large one and just wait. Paul Ormerod, Why
Most Things Fail Evolution, Extinction and
Economics
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Mr. Foster and his McKinsey colleagues collected
detailed performance data stretching back 40
years for 1,000 U.S. companies. They found that
NONE of the long-term survivors managed to
outperform the market. Worse, the longer
companies had been in the database, the worse
they did. Financial Times
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THE RED CARPET STORE (Joel Resnick/Flemington NJ)
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1,600 cheeses 1,400 varieties of hot sauce 12,000
wines priced from 8 to
8,000 a bottle 6,000 Christmas ornaments
50,000 trims PASSION
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RETAIL SUPERSTARS INSIDE THE 25 BEST INDEPENDENT
STORES IN AMERICAGeorge Whalin JUNGLE JIMS
INTERNATIONAL MARKET, FAIRFIELD, OH An
adventure in shoppertainment, begins in the
parking lot and goes on to 1,600 cheeses and,
yes, 1,400 varieties of hot saucenot to mention
12,000 wines priced from 8-8,000 a bottle
all this is brought to you by 4,000 vendors.
Customers come from every corner of the
globe. BRONNERS CHRISTMAS WONDERLAND,
FRANKENMUTH, MI, POP 5,000 98,000-square-foot
shop features 6,000 Christmas ornaments,
50,000 trims, and anything else you can name
pertaining to Christmas.
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Retail Superstars Inside the 25 Best Independent
Stores in America by George Whalin
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Jims Mowing Jims Antennas Jims
Bookkeeping Jims Building Maintenance Jims
Carpet Cleaning Jims Car Cleaning Jims Computer
Services Jims Dog Wash Jims Driving
School Jims Fencing Jims Floors Jims
Painting Jims Paving Jims Pergolas
gazebos Jims Pool Care Jims Pressure
Cleaning Jims Roofing Jims Security Doors Jims
Trees Jims Window Cleaning Jims
Windscreens Etc. 1982/3,200
franchises/300M/worlds largest home services
franchise business/ Mooroolbark,
Victoria Sources Jim Penman, What Will They
Franchise Next? The Story of Jims Group
Management Today Business Review Weekly etc.
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The Magicians of Motueka (PLUS)! W.A. Coppins
Ltd. (Coppins Sea Anchors/ PSA/para sea
anchors) Textiles, 1898 thrive on wicked
problems e.g., U.S. Navy STLVAST (Small To
Large Vehicle At Sea Transfer) custom fabric
from W. Wiggins Ltd./Wellington (specialty
nylon, Dyneema, from DSM/Netherlands)
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Going Social Location and Size
Independent Today, despite the fact that were
just a little swimming pool company in Virginia,
we have the most trafficked swimming pool website
in the world. Five years ago, if youd asked me
and my business partners what we do, the answer
would have been simple, We build in-ground
fiberglass swimming pools. Now we say, We are
the best teachers in the world on the subject
of fiberglass swimming pools, and we also happen
to build them. Jay Baer, Youtility Why
Smart Marketing Is About Help, Not Hype
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BE THE BEST. ITS THE ONLY MARKET THATS NOT
CROWDED. From Retail Superstars Inside the 25
Best Independent Stores in America, George Whalin
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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
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INSANELY GREATSTEVE JOBSRADICALLY
THRILLING BMW
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I love Middle-sized Niche- Micro-niche
Dominators! Own a niche through
EXCELLENCE! (Writ large Germanys MITTELSTAND)
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EXECUTION
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Hiltons Law
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CONRAD HILTON, at a gala celebrating his career,
was called to the podium and asked, What were
the most important lessons you learned in your
long and distinguished career? His answer
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Remember to tuck the shower curtain inside the
bathtub.
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EXECUTION IS STRATEGY. Fred Malek
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EXECUTION IS THE JOB OF THE BUSINESS
LEADER.Larry Bossidy Ram Charan/ Execution
The Discipline of Getting Things Done
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COSTCO FIGURED OUT THE BIG, SIMPLE THINGS AND
EXECUTED WITH TOTAL FANATICISM. Charles
Munger, Berkshire Hathaway
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In real life, strategy is actually very
straightforward. Pick a general direction and
implement like hell. Jack Welch
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EXECUTION IS THE JOB OF THE BUSINESS
LEADER.Larry Bossidy Ram Charan/ Execution
The Discipline of Getting Things Done
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Excellence!
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Excellence1982 The Bedrock Eight
Basics 1. A Bias for Action 2. Close to the
Customer 3. Autonomy and Entrepreneurship 4.
Productivity Through People 5. Hands On,
Value-Driven 6. Stick to the Knitting 7. Simple
Form, Lean Staff 8. Simultaneous Loose-Tight
Properties
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Breakthrough 82 People! Customers! Action!
Values! In Search of Excellence
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Why in the World did you go to Siberia?
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Enterprise (at its best) An emotional, vital,
innovative, joyful, creative, entrepreneurial
endeavor that elicits maximum
concerted human
potential in the
wholehearted pursuit of EXCELLENCE in service
of others.Employees, Customers, Suppliers,
Communities, Owners, Temporary partners
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It may sound radical, unconventional, and
bordering on being a crazy business idea.
Howeveras ridiculous as it soundsjoy is the
core belief of our workplace. Joy is the reason
my company, Menlo Innovations, a customer
software design and development firm in Ann
Arbor, exists. It defines what we do and how we
do it. It is the single shared belief of our
entire team.Richard Sheridan, Joy, Inc. How
We Built a Workplace People Love
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Hard numbers, plans is Soft. Soft
people/relationships is Hard.
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If I could have chosen not to tackle the IBM
culture head-on, I probably wouldnt have. My
bias coming in was toward strategy, analysis and
measurement. In comparison, changing the attitude
and behaviors of hundreds of thousands of people
is very, very hard. Yet I came to see in my time
at IBM that culture isnt just one aspect of the
gameIT IS THE GAME. Lou Gerstner, Who Says
Elephants Cant Dance
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ORGANIZATIONS EXIST TO SERVE. PERIOD. LEADERS
LIVE TO SERVE. PERIOD.
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LEADERSHIP
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Les Wexner FROM FASHION TRENDS GURU TO PICKING
AND DEVELOPING PEOPLE! Limited Brands founder
Les Wexner queried on astounding longterm
success It happened because I got as excited
about developing people as he had been about
predicting fashion trends in his early years.
(PARCs Bob Taylor CONNOISSEUR OF TALENT )
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Andrew Carnegies Tombstone Inscription Here
lies a manWho knew how to enlistIn his
serviceBetter men than himself.Source Peter
Drucker, The Practice of Management
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Leadership By the Numbers 25/50/5/4/1
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25Source Howard Schultz
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Im always stopping by our stores at least 25
a week. Im also in other places Home Depot,
Whole Foods, Crate Barrel. I try to be a
sponge to pick up as much as I can. Howard
SchultzSource Fortune, Secrets of Greatness
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MBWA
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ManagingBy WanderingAround
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50Source Dov Frohman
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Most managers spend a great deal of time
thinking about what they plan to do, but
relatively little time thinking about what they
plan not to do. As a result, they become so
caught up in fighting the fires of the moment
that they cannot really attend to the long-term
threats and risks facing the organization. So the
first soft skill of leadership the hard way is to
cultivate the perspective of Marcus Aurelius
avoid busyness, free up your time, stay focused
on what really matters. Let me put it bluntly
every leader should routinely keep a substantial
portion of his or her timeI would say as much as
50 percentunscheduled. Only when you have
substantial slop in your scheduleunscheduled
timewill you have the space to reflect on what
you are doing, learn from experience, and recover
from your inevitable mistakes. Leaders without
such free time end up tackling issues only when
there is an immediate or visible problem.
Managers typical response to my argument about
free time is, Thats all well and good, but
there are things I have to do. Yet we waste so
much time in unproductive activityit takes an
enormous effort on the part of the leader to keep
free time for the truly important things.
Dov Frohman ( Robert Howard), Leadership The
Hard Way Why Leadership Cant Be Taught And How
You Can Learn It Anyway (Chapter 5, The Soft
Skills Of Hard Leadership)
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EXCELLENCE is not a long-term "aspiration.
EXCELLENCE is the ultimate short-term strategy.
EXCELLENCE is THE NEXT 5 MINUTES. (Or NOT.)
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EXCELLENCE is not an "aspiration." EXCELLENCE is
THE NEXT FIVE MINUTES. EXCELLENCE is your next
conversation. Or not. EXCELLENCE is your next
meeting. Or not. EXCELLENCE is shutting up and
listeningreally listening. Or not. EXCELLENCE is
your next customer contact. Or not. EXCELLENCE is
saying Thank you for something small. Or
not. EXCELLENCE is the next time you shoulder
responsibility and apologize. Or not. EXCELLENCE
is waaay over-reacting to a screw-up. Or
not. EXCELLENCE is the flowers you brought to
work today. Or not. EXCELLENCE is lending a hand
to an outsider whos fallen behind schedule. Or
not. EXCELLENCE is bothering to learn the way
folks in finance or IS or HR think. Or
not. EXCELLENCE is waaay over-preparing for a
3-minute presentation. Or not. EXCELLENCE is
turning insignificant tasks into models of
EXCELLENCE. Or not.
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The 4 most important words in any organization
are
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THE FOUR MOST IMPORTANT WORDS IN ANY
ORGANIZATION ARE WHAT DO YOU THINK?
Source courtesy Dave Wheeler, posted at
tompeters.com
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Employees who don't feel significant rarely make
significant contributions. Mark Sanborn
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If there is any ONE secret to effectiveness,
it is concentration. Effective executives do
first things first and they do ONE thing at a
time. Peter Drucker
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You Your calendar/ Your calendar NEVER lies.
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You Your calendarThe calendar NEVER lies.
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Dennis, you need a To-dont List !
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If there is any one secret to effectiveness,
it is concentration. Effective executives do
first things first and they do one thing at a
time. Peter Drucker
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Meeting Power!
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Bitch all you want, but meetings are what you
(boss/leader) do!
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Meetings are 1 thing bosses do. Therefore, 100
of those meetings EXCELLENCE. ENTHUSIASM.
ENGAGEMENT. LEARNING. TEMPO. WORK-OF-ART. DAMN
IT.
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1 CEO Failing?
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If I had to pick one failing of CEOs, its
that Co-founder of one of the largest
investment services firms in the USA/world
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If I had to pick one failing of CEOs, its that
they dont read enough.
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In my whole life, I have known no wise people
(over a broad subject matter area) who didnt
read all the timenone. Zero. Youd be amazed at
how much Warren Buffett readsand how much I
read. Charlie Munger (Berkshire Hathaway)
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Leadership By the Numbers 18/95
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The doctor interrupts after Source
Jerome Groopman, How Doctors Think
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18
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18 seconds!
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An obsession with Listening is ... the ultimate
mark
of Respect. Listening is ... the
heart and soul of Engagement. Listening is ...
the heart and soul of Kindness. Listening is ...
the heart and soul of Thoughtfulness. Listening
is ... the basis for true Collaboration. Listening
is ... the basis for true Partnership. Listening
is ... a Team Sport. Listening is ... a
Developable Individual Skill. (Though women
are far better at it
than men.) Listening is ... the basis for
Community. Listening is ... the bedrock of Joint
Ventures that work. Listening is ... the bedrock
of Joint Ventures that grow. Listening is ... the
core of effective Cross-functional
Communication. (Which is in turn
Attribute 1 of
organization effectiveness.) cont.
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Best Listeners Win IF YOU DONT LISTEN, YOU
DONT SELL ANYTHING. Carolyn Marland
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8 of 10 sales presentations fail50 failed
sales presentations talking at before
listening!Susan Scott, Let Silence Do the
Heavy Lifting, chapter title, Fierce
Conversations Achieving Success at Work and in
Life,One Conversation at a Time
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Everyone has a story to tell, if only you have
the patience to wait for it and not get in the
way of it.Charles McCarry, Christophers Ghosts
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We live with a value system that I call the
Extrovert Idealthe omnipresent belief that the
ideal self is gregarious, alpha, and comfortable
in the spotlight. The archetypal extrovert
prefers action to contemplation, risk-taking to
heed-taking, certainty to doubt. We think that
we value individuality, but all too often we
admire one type of individual Introversion is
now a second-class personality trait. The
Extrovert Ideal has been documented in many
studies. Talkative people, for example, are rated
as smarter, better looking, more interesting, and
more desirable as friends. Velocity of speech
counts as well as volume We rank fast talkers as
more competent and likeable than slow ones. But
we make a grave mistake to embrace the Extrovert
Ideal so unthinkingly. As the science
journalist Winifred Gallagher writes, The glory
of the disposition that stops to consider stimuli
rather than rushing to engage with them is its
long association with intellectual and artistic
achievement. Neither E mc squared or Paradise
Lost was dashed off by a party animal. Even in
less obviously introverted occupations, like
finance, politics, and activism, some of the
greatest leaps forward were made by introverts
figures like Eleanor Roosevelt, Warren Buffett
and Gandhi achieved what they did not in spite of
but because of their introversion. Susan
Cain, Quiet The Power of Introverts in a World
That Cant Stop Talking
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Among the most effective leaders I have
encountered and worked with in half a century,
some have locked themselves into their offices
and others were ultra-gregarious. Some were quick
and impulsive, some studied the situation and
took forever to come to a decision. The one and
only personality trait the effective ones did
have in common was something they did not have
They had little or no charisma, and little use
for the term. Peter Drucker
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95
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Suggested Core Value 1 We are Effective
Listenerswe treat Listening EXCELLENCE as the
Centerpiece of our Commitment to Respect and
Engagement and Community and Growth.
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I always write LISTEN on the back of my hand
before a meeting. Source Tweet viewed
_at_tom_peters
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LISTEN PROFESSION STUDY PRACTICE
EVALUATION ENTERPRISE VALUE
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3
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I regard apologizing as the most magical,
healing, restorative gesture human beings can
make. It is the centerpiece of my work with
executives who want to get better. Marshall
Goldsmith, What Got You Here Wont Get You
There How Successful People Become Even More
Successful.
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Relationships (of all varieties) THERE ONCE WAS
A TIME WHEN A THREE-MINUTE PHONE CALL WOULD HAVE
AVOIDED SETTING OFF THE DOWNWARD SPIRAL THAT
RESULTED IN A COMPLETE RUPTURE. divorce, loss
of a BILLION aircraft sale, etc., etc.

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

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1
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PEOPLE PEOPLE PEOPLE PEOPLE PEOPLE
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REMEMBER You CHOSE to be a boss/leader. Hence
you CHOSE to devote the rest of your professional
career to DEVELOPING PEOPLE.
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People People People People People
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Business has to give people enriching,
rewarding lives
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1/4,096 excellencenow.com Business has to give
people enriching, rewarding lives or it's
simply not worth doing. Richard Branson
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In a world where customers wake up every morning
asking, Whats new, whats different, whats
amazing? success depends on a companys ability
to unleash initiative, imagination and passion of
employees at all levelsand this can only happen
if all those folks are connected heart and soul
to their work their calling, their company
and their mission. John Mackey and Raj Sisoda,
Conscious Capitalism Liberating the Heroic
Spirit of Business
93
The greatest satisfaction for management has
come not from the financial growth of Camellia
itself, but rather from having participated in
the vast improvement in the living and working
conditions of its employees, resulting from the
investment of many tens of millions of pounds
into the tea gardens infrastructure of roads,
factories, hospitals, employees housing and
amenities. Within the Camellia Group there is a
strong aesthetic dimension, an intention that it
should comprise companies and assets of the
highest quality, operating from inspiring offices
and manufacturing in state of the art
facilities. Above all, there is a deep concern
for the welfare of each employee. This arises not
only from a sense of humanity, but also from
the conviction that the loyalty of a secure and
enthusiastic employee will in the long-term
prove to be an invaluable company asset.
Camellia A Very Different Company
600M/160M/100M
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You have to treat your employees like
customers. Herb Kelleher, upon being asked his
secret to successSource Joe Nocera, NYT,
Parting Words of an Airline Pioneer, on the
occasion of Herb Kellehers retirement after 37
years at Southwest Airlines (SWAs pilots union
took out a full-page ad in USA Today thanking HK
for all he had done) across the way in Dallas,
American Airlines pilots were picketing AAs
Annual Meeting)
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If you want staff to give great service, give
great service to staff. Ari Weinzweig,
Zingermans
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EXCELLENT customer experience depends entirely
on EXCELLENT employee experience! If you
want to WOW your customers, FIRST you must WOW
those who WOW the customers!
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Oath of Office Managers/Servant
Leaders Our goal is to serve our customers
brilliantly and profitably over the long
haul. Serving our customers brilliantly and
profitably over the long haul is a product of
brilliantly serving, over the long haul, the
people who serve the customer. Hence, our job as
leadersthe alpha and the omega and everything
in betweenis abetting the sustained growth
and success and engagement and enthusiasm and
commitment to Excellence of those, one at a time,
who directly or indirectly serve the ultimate
customer. Weleaders of every stripeare in the
Human Growth and Development and Success and
Aspiration to Excellence business. We
(leaders) only grow when they (each and every
one of our colleagues) are growing. We
(leaders) only succeed when they (each and
every one of our colleagues) are
succeeding. We (leaders) only energetically
march toward Excellence when they (each and
every one of our colleagues) are energetically
marching toward Excellence. Period.
98
We are a Life Success Company.Dave Liniger,
founder, RE/MAX
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The organization would ultimately win not
because it gave agents more money, but because it
gave them a chance for better lives. Phil
Harkins Keith Hollihan, Everybody Wins (the
story of RE/MAX)
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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
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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
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Brand Talent.
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Our MissionTO DEVELOP AND MANAGE TALENTTO
APPLY THAT TALENT,THROUGHOUT THE WORLD, FOR THE
BENEFIT OF CLIENTSTO DO SO IN PARTNERSHIP TO
DO SO WITH PROFIT.WPP
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1st-Line Bosses (Cadre of) Productivity
Asset 1!
105
If the regimental commander lost most of his 2nd
lieutenants and 1st lieutenants and captains and
majors, it would be a tragedy. If he lost his
sergeants it would be a catastrophe. The Army and
the Navy are fully aware that success on the
battlefield is dependent to an extraordinary
degree on its Sergeants and Chief Petty Officers.
Does industry have the same awareness?
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People leave managers not companies. Dave
Wheeler
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Is there ONE secret to productivity and
employee satisfaction? YES! The Quality of
your FULL CADRE of 1st-line Leaders.
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Hiring Deconstructing leadership
109
Development can help great people be even
better but if I had a dollar to spend, Id
spend 70 cents getting the right person in the
door. Paul Russell, Director, Leadership and
Development, Google
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In short, hiring is the most important aspect
of business and yet remains woefully
misunderstood. Source Wall Street Journal,
10.29.08, review of Who The A Method for
Hiring, Geoff Smart and Randy Street
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PARCs Bob Taylor CONNOISSEUR OF TALENT
112
"When I hire someone, that's when I go to work
for them. John DiJulius, "What's the Secret to
Providing a World-class Customer Experience"
113
Quiet
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We live with a value system that I call the
Extrovert Idealthe omnipresent belief that the
ideal self is gregarious, alpha, and comfortable
in the spotlight. The archetypal extrovert
prefers action to contemplation, risk-taking to
heed-taking, certainty to doubt. We think that
we value individuality, but all too often we
admire one type of individual Introversion is
now a second-class personality trait. The
Extrovert Ideal has been documented in many
studies. Talkative people, for example, are rated
as smarter, better looking, more interesting, and
more desirable as friends. Velocity of speech
counts as well as volume We rank fast talkers as
more competent and likeable than slow ones. But
we make a grave mistake to embrace the Extrovert
Ideal so unthinkingly. As the science
journalist Winifred Gallagher writes, The glory
of the disposition that stops to consider stimuli
rather than rushing to engage with them is its
long association with intellectual and artistic
achievement. Neither E mc squared or Paradise
Lost was dashed off by a party animal. Even in
less obviously introverted occupations, like
finance, politics, and activism, some of the
greatest leaps forward were made by introverts
figures like Eleanor Roosevelt, Warren Buffett
and Gandhi achieved what they did not in spite of
but because of their introversion. Susan Cain,
Quiet The Power of Introverts in a World That
Cant Stop Talking
115
Among the most effective leaders I have
encountered and worked with in half a century,
some have locked themselves into their offices
and others were ultra-gregarious. Some were quick
and impulsive, some studied the situation and
took forever to come to a decision. The one and
only personality trait the effective ones did
have in common was something they did not have
They had little or no charisma, and little use
for the term. Peter Drucker, in Susan Cain,
Quiet The Power of Introverts in a World That
Cant Stop Talking
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2/Year Legacy
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Promotion Decisionslife and death
decisionsSource Peter Drucker, The Practice
of Management
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Evaluation
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EVALUATING PEOPLE 1 DIFFERENTIATORSource
Jack Welch, now Jeff Immelt on GEs top
strategic skill (!!!!)
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Self-Evaluation
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To develop others, start with yourself.
Marshall Goldsmith
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How can a high-level leader like _____ be so out
of touch with the truth about himself? Its more
common than you would imagine. In fact, the
higher up the ladder a leader climbs, the less
accurate his self-assessment is likely to be. The
problem is an acute lack of feedback especially
on people issues. Daniel Goleman (et al.),
The New Leaders
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Being aware of yourself and how you affect
everyone around you is what distinguishes a
superior leader. Edie Seashore To
develop others, start with yourself. Marshall
Goldsmith
124
Everyone thinks of changing the world, but no
one thinks of changing himself.Leo Tolstoy
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Training Investment 1!
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In the Army, 3-star generals worry about
training. In most businesses, it's a ho-hum
mid-level staff function.
127
Why is intensive-extensive training obvious for
the army navy sports teams performing arts
groupsbut not for the average business?
128
Is your CTO/Chief Training Officer your top paid
C-level job (other than CEO/COO)? If not, why
not? Are your top trainers paid as much as your
top marketers and engineers? If not, why not? Are
your training courses so good they make you
giggle and tingle? If not, why not? Randomly stop
an employee in the hall Can she/he meticulously
describe her/his development plan for the next 12
months? If not, why not? Why is your world of
business any different than the (competitive)
world of rugby, football, opera, theater, the
military? If people/talent first and
hyper-intense continuous training are laughably
obviously for them, why not you?
129
Gamblin Man Bet
gtgt 5 of 10 CEOs see training as expense rather
than investment. Bet gtgt 5 of 10 CEOs see
training as defense rather than offense. Bet gtgt
5 of 10 CEOs see training as necessary evil
rather than strategic opportunity. Bet gtgt 8
of 10 CEOs, in 45-min tour dhorizon of their
business, would not mention training.
130
Addenda The Mauritius Doctrine On 16 April
2014, I spoke to 1,300 SME chiefs in Mauritius at
a conference organized by The National
Productivity and Competitiveness Council, and
that included the Vice Prime Minister. I upped
the stridency of my tone relative not to
government actionsbut relative to business
obligation to develop its work force. Moreover,
I asserted this was as true for a 6-person
business as for a 6,000-person outfit. Yes wee
companies can (and ought) become
training/development maniacs. Honing my
new/uncompromising message Especially in
uncertain times which are sapping global
employment security, it is the foremost moral
responsibility of businesses to abet the
radical development of their employees. National
productivity improvement is less about a few
giants than about incremental efforts by the
great mass of small businesses. My training (
development) message in general is extreme. But
the truly radical notion is that training
development maniacs applies to the 5-person
enterprise as much as it does to the giant.
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Skill Development (Doesnt Grow on Trees)
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6/2/3 It takes Jerry Seinfeld SIX MONTHS to
develop TWO or THREE MINUTES of new material
(Documentary Comedian)
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THE MORAL IMPERATIVE
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CORPORATE MANDATE 1 2014 Your principal moral
obligation as a leader is to develop the
skillset, soft and hard, of every one of the
people in your charge (temporary as well as
semi-permanent) to the maximum extent of your
abilities. The good news This is also the 1
mid- to long-term profit maximization
strategy!
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To be an effective leader, you have to first
have a desire and a commitment to helping
people. Harry Rhoads, Co-founder and CEO,
Washington Speakers Bureau
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The Memories That Matter
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The Memories
That Matter The people you developed who went on
to stellar accomplishments inside or outside
the company. The (no more than) two or three
people you developed who went on to create
stellar institutions of their own. The long shots
(people with a certain something) you bet on
who surprised themselvesand your peers. The
people of all stripes who 2/5/10/20 years
later say You made a difference in my life,
Your belief in me changed everything. The sort
of/character of people you hired in general. (And
the bad apples you chucked out despite some
stellar traits.) A handful of projects (a half
dozen at most) you doggedly pursued that
still make you smile and which fundamentally
changed the way things are done inside or
outside the company/industry. The supercharged
camaraderie of a handful of Great Teams aiming
to change the world.
138
Joe J. Jones 1943 2013 Net
Worth21,543,672.48
139
Not.
140
CRAZY TIMES
141
1,000,000
142
GeneticsRoboticsInformaticsNanotechnology
143
1/721 The greatest shortcoming of the human
race is our inability to understand the
exponential function. Albert A. Bartlett
144
China/Foxconn 1,000,000 robots/next 3
years Source Race AGAINST the Machine, Erik
Brynjolfsson and Andrew McAfee
145
Automation has become so sophisticated that on a
typical passenger flight, a human pilot holds the
controls for a grand total of 3 minutes.
Pilots have become, its not much of an
exaggeration to say, computer operators.
Source Nicholas Carr, The Great Forgetting,
The Atlantic, 11.13
146
Meet Your Next Surgeon Dr. Robot Source
Feature/Fortune/15 JAN 2013/on Intuitive
Surgicals da Vinci/multiple bypass
heart-surgery robot
147
Robot Wars!The combination of new market rules
and new technology was turning the stock market
into, in effect, a war of robots. Michael
Lewis, Goldmans Geek Tragedy, Vanity Fair,
09.13
148
Human level capability has not turned out to be
a special stopping point from an engineering
perspective. . Source Illah Reza
Nourbakhsh, Professor of Robotics, Carnegie
Mellon, Robot Futures
149
Just like other members of the board, the
algorithm gets to vote on whether the firm makes
an investment in a specific company or not. The
program will be the sixth member of DKV's
board. Source Business Insider, 13 May 2014
A Hong Kong VC fund has just appointed an
algorithm to its board.
150
The root of our problem is not that were in a
Great Recession or a Great Stagnation, but
rather that we are in the early throes of a
Great Restructuring. Our technologies are racing
ahead, but our skills and organizations are
lagging behind. Source Race AGAINST the
Machine, Erik Brynjolfsson and Andrew McAfee
151
Circa 3013 And YOUTH Shall Lead Us 60 IS THE
NEW 40!70 IS THE NEW 50!And/Or 35 IS THE NEW
65?Pace of obsolescence STAGGERING/ACCELERAT
ING
152
IoE
153
IoT/The Internet of Things IoE/The Internet of
Everything M2M/Machine-to-Machine Ubiquitous
computing Embedded computing Pervasive
computing Industrial Internet Etc.
More Than 50 BILLION connected devices by
2020 Ericsson Estimated 212 BILLION connected
devices by 2020IDC By 2025 IoT could be
applicable to 82 TRILLION of output or
approximately one half the global economyGE
The WAGs to end all WAGs!
154
Internet of Everything The idea of the IoE
Internet of Everything/Cisco Systems is a
networked connection of people, processes, data
and things, which is being facilitated by
technology transitions such as increased
mobility, cloud computing and the importance of
big data. Estimated market size, next decade
14.4 trillion Source The Big Switch, Capital
Insights
155
Walmart SV 1,500
156
Ford is working with the healthcare industry on
a solution that would notify a nearby hospital if
you were having a heart attack in your car, which
can send an ambulance before you even know
youre having one. Daniel Kellmereit
Daniel Obodovski, The Silent Intelligence The
Internet of Things
157
INNOVATION TWO TACTICS
158
1/48(No kidding)
159
Lesson48 WTTMSW
160
WHOEVER TRIES THE MOST STUFF WINS
161
Excellence82 The Bedrock Eight Basics 1.
A Bias for Action 2. Close to the Customer 3.
Autonomy and Entrepreneurship 4. Productivity
Through People 5. Hands On, Value-Driven 6. Stick
to the Knitting 7. Simple Form, Lean Staff 8.
Simultaneous Loose-Tight Properties
162
READY.FIRE!AIM.H. Ross Perot (vs Aim! Aim!
Aim!/EDS vs GM/1985)
163
WE HAVE A STRATEGIC PLAN. ITS CALLED DOING
THINGS. Herb Kelleher
164
EXPERIMENT FEARLESSLYSource BusinessWeek,
Type A Organization Strategies How to Hit a
Moving TargetTactic 1RELENTLESS TRIAL AND
ERROR Source Wall Street Journal, cornerstone
of effective approach to rebalancing company
portfolios in the face of changing and uncertain
global economic conditions (11.08.10)
165
We made mistakes, of course. Most of them were
omissions we didnt think of when we initially
wrote the software. We fixed them by doing it
over and over, again and again. We do the same
today. While our competitors are still sucking
their thumbs trying to make the design perfect,
were already on prototype version 5. By the
time our rivals are ready with wires and screws,
we are on version 10. It gets back to planning
versus acting We act from day one others plan
how to planfor months. Bloomberg by Bloomberg
166
FAIL. FORWARD. FAST.High Tech CEO,
Pennsylvania
167
WTTMSASTMSUTFW WHOEVER TRIES THE MOS
T STUFF AND SCREWS THE MOST STUFF UP
THE FASTEST WINS
168
1T
169
1T/4,096YOU MISS 100 OF THE SHOTS YOU
NEVER TAKE. Wayne Gretzky
170
The difference between Bach and his forgotten
peers isnt necessarily that he had a better
ratio of hits to misses. The difference is that
the mediocre might have a dozen ideas, while
Bach, in his lifetime, created more than a
thousand full-fledged musical compositions. A
genius is a genius, psychologist Paul Simonton
maintains, because he can put together such a
staggering number of insights, ideas, theories,
random observations, and unexpected connections
that he almost inevitably ends up with something
great. Quality, Simonton writes, is a
probabilistic function of quantity. Malcolm
Gladwell, Creation Myth, New Yorker, 0516.11
171
We Are What We Eat
172
You will become like the five people you
associate with the mostthis can be either a
blessing or a curse. Billy Cox
173
The We are what we eat/ We are who we hang
out with Axiom At its core, every (!!!)
relationship-partnership decision (employee,
vendor, customer, etc., etc.) is a strategic
decision about Innovate, Yes or No
174
WE ARE THE COMPANY WE KEEP! MANAGE IT!
175
Whos the most interesting person youve met in
the last 90 days? How do I get in touch with
them? Fred Smith
176
Vanity Fair What is your most marked
characteristic? Mike Bloomberg Curiosity.
177
Innovate or Die Measure It!
178
Innovation Index How many of your Top 5
Strategic Initiatives/Key Projects score 8 or
higher out of 10 on a Weird/Profound/
Wow/Game-changer Scale? (At least 3???)
179
SOME VALUE-ADDED STRATEGIES
180
TGRs8/80
181
Customers describing their service experience as
superior 8 Companies describing the service
experience they provide as superior
80 Source Bain Company survey of 362
companies, reported in John DiJulius, What's the
Secret to Providing a World-class Customer
Experience?
182
Conveyance Kingfisher Air Location Approach to
New Delhi
183
May I clean your glasses, sir?
184
Let me help you down the jetway.
185
It BEGINS (and ENDS) in the
186
PARKING LOTDisney
187
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
188
ltTGWand gtTGRThings Gone WRONG-Things
Gone RIGHT
189
TGRS. MANAGE EM. MEASURE EM. I use
manage-measure a lot. Translation These are
not soft ideas they are exceedingly important
things that can be managedAND measured.
190
TGRsK R P
191
Courtesies of a small and trivial character are
the ones which strike deepest in the grateful and
appreciating heart. Henry Clay
192
Kindness Repeat Business Profit.
193
TGRsLBTs
194
LITTLE BIG
195
Big carts 1.5X Source Walmart
196
2X When Friedman slightly curved the right
angle of an entrance corridor to one property, he
was amazed at the magnitude of change in
pedestrians behaviorthe percentage who entered
increased from one-third to nearly two-thirds.
Natasha Dow Schull, Addiction By Design
Machine Gambling in Las Vegas
197
Machine Gambling Pleasing odor 1 vs.
pleasing odor 2 45 revenue Source
Effects of Ambient Odors on Slot-Machine Useage
in Las Vegas Casinos, reported in Natasha Dow
Schull, Addiction By Design Machine Gambling in
Las Vegas (66 revenue, 85 profit)
198
EXPERIMENT FEARLESSLYSource BusinessWeek,
Type A Organization Strategies How to Hit a
Moving TargetTactic 1RELENTLESS TRIAL AND
ERROR Source Wall Street Journal, cornerstone
of effective approach to rebalancing company
portfolios in the face of changing and uncertain
global economic conditions (11.08.10)
199
Social Business/ Customer Engagement
200
Customer engagement is moving from relatively
isolated market transactions to deeply connected
and sustained social relationships. This basic
change in how we do business will make an impact
on just about everything we do. Social Business
By Design Transformative Social Media
Strategies For the Connected Company Dion
Hinchcliffe Peter Kim
201
ZMOT ZERO Moment Of Truth/Google You know
what a moment of truth is. Its when a
prospective customer decides either to take the
next step in the purchase funnel, or to exit and
seek other options. But what is a zero moment
of truth? Many behaviors can serve as a zero
moment of truth, but what binds them together is
that the purchase is being researched and
considered before the prospect even enters the
classic sales funnel In its research, Google
found that 84 of shoppers said the new mental
model, ZMOT, shapes their decisions. Jay
Baer, Youtility Why Smart Marketing Is About
Help, Not Hype See www.zeromomentoftruth.com
for ZMOT in booklength format
202
Were moving toward an age of nearly perfect
information. Review sites, shopping apps on
smartphones, an extended network of acquaintances
available through social media, and unprecedented
access to experts mean that consumers operate in
a radically different, socially interactive
information environment. Consumers tend to
make better decisions and become less susceptible
to context or framing manipulations. For
businesses, it means marketing is changing
forever. Itamar Simonson and Emanuel Rosen,
Absolute Value What Really Influences Customers
in the Age of (Nearly) Perfect
InformationGoogle ZMOT
(ZERO Moment Of Truth)
203
Amy Howell social marketer extraordinaire,
founder of Howell Marketing ignites epidemics.
In a good way, of course. Epidemics of
excitement. Epidemics of business connections.
Epidemics of influence. Mark Schaeffer,
ROI/Return on Influence The Revolutionary Power
of Klout, Social Scoring, and Influence Marketing
204
DESIGN!
205
Design Rules!APPLE market cap gt Exxon
Mobil August 2011
206
Design is treated like a religion at BMW.
Fortune
207
E.g. 2014 ZERO excuse for non-excellent
website/failure to exploit SM.
208
Going Social Location and Size
Independent Today, despite the fact that were
just a little swimming pool company in Virginia,
we have the most trafficked swimming pool website
in the world. Five years ago, if youd asked me
and my business partners what we do, the answer
would have been simple, We build in-ground
fiberglass swimming pools. Now we say, We are
the best teachers in the world on the subject
of fiberglass swimming pools, and we also happen
to build them. Jay Baer, Youtility Why
Smart Marketing Is About Help, Not Hype
209
DESIGN THE LAST WORD!
210
Hypothesis Men CANNOT design for womens
needs!!??
211
Women BUY!
212
I speak to you with a feminine voice. Its the
voice of democracy, of equality. I am certain,
ladies and gentlemen, that this will be the
womans century. In the Portuguese language,
words such as life, soul, and hope are of the
feminine gender, as are other words like courage
and sincerity. President Dilma Rousseff of
Brazil, 1st woman to keynote the United Nations
General Assembly (2011)
213
Forget CHINA, INDIA and the INTERNET Economic
Growth Is Driven by WOMEN. Source Headline,
Economist
214

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

215
Women are THE majority market Fara
Warner/The Power of the Purse
216
Women as Decision Makers/Various sourcesHome
Furnishings 94Vacations 92 (Adventure
Travel 70/ 55B travel equipment)Houses
91D.I.Y. (major home projects) 80Consumer
Electronics 51 (66 home computers) Cars
68 (influence 90)All consumer purchases 83
Bank Account 89Household investment
decisions 67Small business loans/biz starts
70Health Care 80In the USA women hold
gt50 managerial positions including gt50
purchasing officer positions hence women also
make the majority of commercial purchasing
decisions.
217
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
218
The Perfect Answer
Jill and Jack buy slacks in black
219
(No Transcript)
220
Sales/After-sales Process 1.    Kick-off 
Women 2.    Research Women 3.    Purchase 
Men 4.    Ownership Women 5.    Word-of-mouth
Women Source Martha Barletta, Marketing to
Women How to Increase Your Share of the Worlds
Largest Market
221
2.6 vs. 21
222
Some Suggested Reading
Marketing to Women How to Increase Your
Share of the Worlds Largest Market, by
Martha Barletta The Power of the Purse How
Smart Businesses Are Adapting to the Worlds
Most Important Consumers, by Fara
Warner Why She Buys The New Strategy for
Reaching the Worlds Most Powerful Consumers,
by Bridget Brennan (Key word Worldthis
applies literally everywhere) What Women Want
The Global Market Turns Female Friendly, by
Paco Underhill The Soccer Mom Myth Todays
Female Consumer, Who She Really Is, Why She
Really Buys, by Michele Miller and Holly
Buchanan Influence How Womens Soaring
Economic Power Will Transform Our World for
the Better, by Maddy Dychtwald The Female
Brain, by Louann Brizendine, M.D.
223
Women RULE!
224
Research suggests that to succeed, start by
promoting women. McKinsey Company found that
the international companies with more women on
their corporate boards far outperformed the
average company in return on equity and other
measures. Operating profit was 56
higher. Source Nicholas Kristof, Twitter,
Women, and Power, NYTimes, 1024.13
225
AS LEADERS, WOMEN RULE New Studies find that
female managers outshine their male counterparts
in almost every measure TITLE/ Special
Report/ BusinessWeek
226
Womens Negotiating
StrengthsAbility to put themselves in their
counterparts shoesComprehensive, attentive and
detailed communication styleEmpathy that
facilitates trust-buildingCurious and attentive
listeningLess competitive attitudeStrong
sense of fairness and ability to
persuadeProactive risk managerCollaborative
decision-makingSource Horacio Falcao, Cover
story/May 2006, World Business, Say It Like a
Woman Why the 21st-century negotiator will need
the female touch
227
TAKE THIS QUICK QUIZ Who manages more things
at once? Who puts more effort into their
appearance? Who usually takes care of the
details? Who finds it easier to meet new
people? Who asks more questions in a
conversation? Who is a better listener?
Who has more interest in communication skills?
Who is more inclined to get involved? Who
encourages harmony and agreement? Who has
better intuition? Who works with a longer to
do list? Who enjoys a recap to the days
events? Who is better at keeping in touch with
others?Source Selling Is a Womans Game 15
Powerful Reasons Why Women Can Outsell Men,
Nicki Joy Susan Kane-Benson
228
Warren Buffett Invests Like a Girl And Why
YouShould TooLouann Lofton
229
Portrait of a Female Investor1.
Trade less than men do2. Exhibit less
overconfidencemore likely to know what they
dont know3. Shun risk more than male investors
do4. Less optimistic, more realistic than their
male counterparts5. Put in more time and
effort researching possible
investmentsconsider details and alternate
points of view6. More immune to peer
pressuretend to make decisions the same way
regardless of whos watching7. Learn from their
mistakes8. Have less testosterone than men do,
making them less willing to take extreme
risks, which, in turn, could lead to less
extreme market cyclesSource Warren Buffett
Invests Like a Girl And Why You Should Too,
Louann Lofton, Chapter 2, The Science Behind the
Girl
230
We (old farts like me) Got the
231
1/8/20
232
1/8/20 (One USA boomer will turn 65 every 8
seconds for the next 20 years.) 10/1/22 (USA
adult population will have grown by 23 million
between 2006 and 2016. Ages 18-49 will have grown
by a million, age 50 will have grown by 22
million.) gt50_at_50 (At age 50, we have more than
50 of our adult life ahead of us.) 7/13 (An
American will buy 13 cars in the course of a
lifetime7 after the age of 50.) 10-25 (Boomers
inherit 10-25 trillion in the next 20
years.) 47X (Net wealth of households headed by
65 is 47X greater than net wealth household
headed by someone lt35.) 55 gt 55- (55-plus are
more active in online finance, shopping and
entertainment than those under 55)
233
!!!!!!!!!!!!!!!!! PEOPLE TURNING 50 TODAY HAVE
MORE THAN HALF OF THEIR ADULT LIFE AHEAD OF
THEM. BILL NOVELLI, 50 IGNITING A REVOLUTION
TO REINVENT AMERICA
234
In 2009, households headed by adults ages 65 and
older ... had 47 times as much net wealth as the
typical household headed by someone under 35
years of age. In 1984, this had been a less
lopsided 10-to-1 ratio. Source Pew
Research/10.11
235
44-65 NEW CUSTOMER MAJORITY Source Ageless
Marketing, David Wolfe Robert Snyder
236
The New Customer Majority is the ONLY adult
market with realistic prospects for significant
sales growth in dozens of product lines for
thousands of companies. David Wolfe Robert
Snyder, Ageless Marketing
237
BABY-BOOMER WOMEN The Sweetest of Sweet Spots
for Marketers David Wolfe and Robert Snyder,
Ageless Marketing
238
(No Transcript)
239
Marketers attempts at reaching those over 50
have been miserably unsuccessful. No markets
motivations and needs are so poorly understood.
Peter Francese, founding publisher, American
Demographics
240
The (ENORMOUS??) Services Opportunity
241
IBMtoIBM
242
55BIBM Global Services/Systems integrator
of choice
243
Planetary Rainmaker-in-Chief!CEO Sam
Palmisanos strategy is to expand techs borders
by pushing usersand entire industriestoward
radically different business models. The payoff
for IBM would be access to an ocean of
revenuePalmisano estimates it at 500 billion a
yearthat technology companies have never been
able to touch. Fortune
244
UPS to UPS
245
Big Browns New Bag UPS Aims to Be the Traffic
Manager for Corporate America Headline/BW
UPS wants to take over the sweet spot in the
endless loop of goods, information and capital
that all the packages it moves represent.
ecompany.com Its all about solutions. We
work with customers on creating and running
better, stronger, cheaper supply chains. Bob
Stoffel, UPS senior exec
246
Rolls-Royce now earns more from tasks such as
managing clients overall procurement strategies
and maintaining aerospace engines it sells than
it does from making them. Economist
247
MasterCard Advisors
248
I. LAN Installation Co. (3)II. Geek
Squad. (30.)III. Acquired by Best Buy.IV.
FLAGSHIP OF BEST BUY WHOLESALE SOLUTIONS
STRATEGY MAKEOVER.
249
Architecture is becoming a commodity. Winners
will be Turnkey Facilities Management
providers. SMPS Exec
250
Era 1/Obvious Value Our it works, is
delivered on time (Close)Era 2/Augmented
Value How our it can add valuea useful it
(Solve)Era 3/Complex Value Networks How
our system can change you and deliver BUSINESS
ADVANTAGE (Culture-Strategic change)Source
Jeff Thull, The Prime Solution Close the Value
Gap, Increase Margins, and Win the Complex Sale
251
!
252
0/800
253
THE RED CARPET STORE (Joel Resnick/Flemington NJ)
254
INSANELY GREATSTEVE JOBSRADICALLY
THRILLING BMW
255
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!
256
The reasonable man adapts himself to the world.
The unreasonable one persists in trying to adapt
the world to himself. Therefore, all progress
depends upon the unreasonable man. GB Shaw,
Man and Superman The Revolutionists' Handbook
257
Normal 0 for 800 There are ZERO
normal people in the history books.