The Challenge: To Create More Value in All Negotiations

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LONG Tom Peters Excellence. Always. Exp
oGestão/Joinville/19 June 2009
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Slides at tompeters.com
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Part ONE
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1
5
Confronting the Empty Bag!
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The doctor interrupts after Source Jerome
Groopman, How Doctors Think
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18
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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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• 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

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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)
11
Conrad Hilton, at a gala celebrating his career,
was asked, What was the most important lesson
youve learned in you long and distinguished
career? His immediate 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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John Sawhill/Major Strategic Initiative What
areas should the Conservancy focus on and more
important what activities should we stop
doing?Source Bill Birchard, Natures Keepers
The Remarkable Story of How The Nature
Conservancy Became the Largest Environmental
Organization in the World
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Listen! Engage! Respect! Inspire! Sweat the
details! Execute! Focus!
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To me business isnt about wearing suits or
pleasing stockholders. Its about being true to
yourself, your ideas and focusing on the
essentials. Richard Branson
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Part TWO
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2
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1977Palo Alto
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MBWA
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3
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1982
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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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4
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2007Siberia
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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 service of others.Employees,
Customers, Suppliers, Communities, Owners,
Temporary partners
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5
30
2007Sydney
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Organizations exist to serve. Period. Leaders
live to serve. Period.
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no less than Cathedrals in which the full and
awesome power of the Imagination and Spirit and
native Entrepreneurial flair of diverse
individuals is unleashed in passionate pursuit of
Excellence.
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We are a Life Success Company.Dave Liniger,
founder, 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 ONE Question In the last year 3 years,
current job, name the three people whose growth
youve most contributed to. Please explain where
they were at the beginning of the year, where
they are today, and where they are heading in the
next 12 months. Please explain your development
strategy in each case. Please tell me your
biggest development disappointmentlooking back,
could you or would you have done anything
differently? Please tell me about your greatest
development triumphand disasterin the last ten
years. What are the three big things youve
learned about people along the way.
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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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6
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Spring 2009AmsterdamHelsinkiTallinnVilniusSa
n AntonioBogotáAbu DhabiShanghaiSeoulNew
Delhi
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Business has to give people enriching, rewarding
lives, or it's simply not worth doing. Richard
Branson
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Leaders SERVE people. Period. inspired by
Robert Greenleaf
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Good News 2009 Leadership is a sacred
trust.President, classroom teacher, CEO, shop
foreman
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Too Much Cost, Not Enough Value Too Much
Speculation, Not Enough Investment Too Much
Complexity, Not Enough Simplicity Too Much
Counting, Not Enough Trust Too Much Business
Conduct, Not Enough Professional Conduct Too
Much Salesmanship, Not Enough Stewardship Too
Much Focus on Things, Not Enough Focus on
Commitment Too Many Twenty-first Century
Values, Not Enough Eighteenth-Century Values
Too Much Success, Not Enough Character
chapter titles from John Bogle, Enough. The
Measures of Money, Business, and Life (Bogle is
founder of the Vanguard Mutual Fund Group)
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Part THREE
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7
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Hard Is SoftSoft Is Hard
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Hard Is Soft (Plans, s)Soft Is Hard (people,
customers, values, relationships))
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none!
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Press Ganey Assoc 139,380 former patients from
225 hospitalsnone of THE top 15 factors
determining Patient Satisfaction referred to
patients health outcomeP.S. directly related
to Staff InteractionP.P.S. directly correlated
with Employee Satisfaction Source Putting
Patients First, Susan Frampton, Laura Gilpin,
Patrick Charmel
49
Kindness is free.
50
There is a misconception that supportive
interactions require more staff or more time and
are therefore more costly. Although labor costs
are a substantial part of any hospital budget,
the interactions themselves add nothing to the
budget. Kindness is free. Listening to patients
or answering their questions costs nothing. It
can be argued that negative interactionsalienatin
g patients, being non-responsive to their needs
or limiting their sense of controlcan be very
costly. Angry, frustrated or frightened
patients may be combative, withdrawn and less
cooperativerequiring far more time than it
would have taken to interact with them initially
in a positive way. Putting Patients First,
Susan Frampton, Laura Gilpin, Patrick Charmel
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Courtesies of a small and trivial character are
the ones which strike deepest in the grateful and
appreciating heart. Henry Clay
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Perception is all there is
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Comeback big, quick response gtgt Perfection
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8
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ltTGWand gtTGRThings Gone WRONG-Things
Gone RIGHT
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It BEGINS (and ENDS) in the
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parking lotDisney
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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
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2-cent candy
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9
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We are thoughtful in all we do.
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Thoughtfulness is key to customer
retention. Thoughtfulness is key to employee
recruitment and satisfaction. Thoughtfulness
is key to brand perception. Thoughtfulness is key
to your ability to look in the mirror and tell
your kids about your job. Thoughtfulness is
free. Thoughtfulness is key to speeding things
up it reduces friction. Thoughtfulness is key
to transparency and even cost containmentit
abets rather than stifles truth-telling.
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Acquire vs maintain 5X Recession goal Higher
market share current customers
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Part FOUR
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The Innovation 24 Tom Peters/Joinville/19
June 2009
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Base Case
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BIG?
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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
71
Dick Kovacevich You dont get better by being
bigger. You get worse.
72
Data drawn from the real world attest to a fact
that is beyond our control Everything in
existence tends to deteriorate. Norberto
Odebrecht, Education Through Work
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11
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4 Japan2T USA2T China
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4 Japan3 USA2 China1 Germany
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Reason!!!Mittelstand
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Jim Penman/Jims Group
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Jims Mowing Canada Jims Mowing UK 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 Note Download, free, Jim Penmans
book What Will They Franchise Next? The Story
of Jims Group
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Lived in same town all adult lifeFirst
generation thats wealthy/ no parental
supportDont look like millionaires, dont
dress like millionaires, dont eat like
millionaires, dont act like millionairesMany
of the types of businesses they are in could
be classified as dull- normal. They are
welding contractors, auctioneers, scrap-metal
dealers, lessors of portable toilets, dry
cleaners, re-builders of diesel engines, paving
contractors Source The Millionaire Next
Door, Thomas Stanley William Danko
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TACTICS
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XFX
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X XFXExcellence Cross-functional
Excellence
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Never waste a lunch!
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???? XF lunches Measure!
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(Way) Underutilized LeverSpace!Space!Space!Sp
ace!
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Geologists Geophysicists A little bit of
love Oil
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gt100 feet 100 miles
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14
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Iron Innovation Equality Law The quality and
quantity and imaginativeness of innovation shall
be the same in all functions e.g., in HR and
purchasing as much as in marketing or product
development.
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15
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1/40
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This is so simple it sounds stupid, but it is
amazing how few oil people really understand that
you only find oil if you drill wells. You may
think youre finding it when youre drawing maps
and studying logs, but you have to drill.
Source The Hunters, by John Masters, Canadian
O G wildcatter
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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
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The secret of fast progress is inefficiency,
fast and furious and numerous failures.Kevin
Kelly
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Culture of PrototypingEffective prototyping
may be the most valuable core competence an
innovative organization can hope to have.
Michael Schrage

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Think about It!?Innovation Reaction to the
PrototypeSource Michael Schrage
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Fail . Forward. Fast.High Tech CEO,
Pennsylvania
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FAIL, FAIL AGAIN. FAIL BETTER. Samuel Beckett
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Reward excellent failures. Punish mediocre
successes.Phil Daniels, Sydney exec
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Natural selection is death. ... Without huge
amounts of death, organisms do not change over
time. ... Death is the mother of structure. ...
It took four billion years of death ... to invent
the human mind ... The Cobra Event
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Little BIG
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Banker
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7X. 730A-800P. F12A.730AM 715AM.800PM
815PM.
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No 2Yes Bank
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2,000,000
109
Road Rock
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Dont like it? Dont pay. Source Granite Rock
Co.
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Snack Foods
112
Bag sizes New markets B Source
PepsiCo
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High Value Items
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Big carts 1.5X Source WalMart
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Life and Death
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Socks 10,000
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We are the company we keep
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You will become like the five people you
associate with the most this can be either a
blessing or a curse. Billy Cox
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The We are what we eat axiom At its core,
every (!!!) relationship-partnership decision
(employee, vendor, customer, etc) is a strategic
decision about Innovate, Yes or No
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Measure Strangeness/Portfolio
QualityStaffConsultantsVendorsOut-sourcing
Partners (, Quality)Innovation Alliance
PartnersCustomersCompetitors (who we
benchmark against) Strategic Initiatives
Product Portfolio (LineEx v. Leap)IS/IT
ProjectsHQ LocationLunch MatesLanguageBoard
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CEO A.G. Lafley has shifted PGs focus on
inventing all its own products to developing
others inventions at least half the time. One
successful example, Mr. Clean Magic Eraser,
based on a product found in an Osaka market.
Fortune
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Axiom Never use a vendor who is not in the top
quartile (decile?) in their industry on RD
spending!Inspired by Hummingbird
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The Billion-man Research Team Companies
offering work to online communities are reaping
the benefits of crowdsourcing. Headline,
FT, 0110.07
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Rob McEwen/CEO/Goldcorp Inc./Red Lake
goldSource Wikinomics How Mass Collaboration
Changes Everything, Don Tapscott Anthony
Williams
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All You Need to Know About Sources of
Innovation Angry people! angry with the
status quo
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Normal o for 800
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The Bottleneck Is at the Top of the
BottleWhere are you likely to find people
with the least diversity of experience, the
largest investment in the past, and the greatest
reverence for industry dogma At the top!
Gary Hamel/Harvard Business Review
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Diverse groups of problem solversgroups of
people with diverse toolsconsistently
outperformed groups of the best and the
brightest. If I formed two groups, one random
(and therefore diverse) and one consisting of the
best individual performers, the first group
almost always did better. Diversity trumped
ability. Scott Page, The Difference How the
Power of Diversity Creates Better Groups, Firms,
Schools, and Societies Diversity
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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?
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19
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Up, Up, Up, Up the Value-added Ladder.
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M 0
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IBM 55BAlso HP-EDS
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THE GIANT STALKING BIG OIL How Schlumberger Is
Rewriting the Rules of the Energy Game. IPM
Integrated Project Management strays from
Schlumbergers traditional role as a service
provider and moves deeper into areas once
dominated by the majors. Source BusinessWeek
cover story, January 2008
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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 (E.g., UPS Logistics manages the
logistics of 4.5M Ford vehicles, from 21 mfg.
sites to 6,000 NA dealers)
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The Value-added Ladder Services (USA,
EU)Goods (China, Germany, Japan) Raw Materials
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The Value-added Ladder/TRANSFORMATION Customer
Success/ Gamechanging SolutionsServicesGoods
Raw Materials
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Huge Customer Satisfaction versus Customer
Success
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Up, Up, Up, Up the Value-added Ladder.
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Design is treated like a religion at BMW.
Fortune
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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
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We dont have a good language to talk about
this kind of thing. In most peoples
vocabularies, design means veneer. But to me,
nothing could be further from the meaning of
design. Design is the fundamental soul of a
man-made creation. Steve Jobs
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Axiom DESIGN is the PRINCIPAL DIFFERENTIATOR
between LOVE and HATE!
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Message Men cannot design for womens needs.
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Forget China, India and the Internet Economic
Growth Is Driven by Women. Source Headline,
Economist
150
Since 1970, women have held two out of every
three new jobs created. FT, 10.03.2006
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Women are the majority market Fara
Warner/The Power of the Purse
152
Goldman Sachs in Tokyo has developed an index of
115 companies poised to benefit from womens
increased purchasing power over the past decade
the value of shares in Goldmans basket has risen
by 96, against the Tokyo stockmarkets rise of
13. Economist, April 15
153
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
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The Perfect Answer
Jill and Jack buy slacks in black
155
(No Transcript)
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Women dont buy brands. They join
them.EVEolution
157
2.6 vs. 21
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AS LEADERS, WOMEN RULE New Studies find that
female managers outshine their male counterparts
in almost every measure TITLE/ Special
Report/ BusinessWeek
159
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
imperatives. Women are better salespersons than
men. Women buy almost everythingcommercial
as well as consumer goods. So what exactly is
the point of men?
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94 of loans to womenMicrolending
Banker to the poor Grameen Bank Muhammad
Yunus 2006 Nobel Peace Prize winner
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CEMEX realized that women are the key drivers of
savings in Mexican families. They are
entrepreneurial in nature, and they actively
participate in the tanda system neighborhood
groups who pool money and save any thats left
over. Regardless of whether they are homemakers
or outside-the-home workers, they are responsible
for any savings in the family. Patrimonio Hoy
Private Property Today, a CEMEX program to aid
the poor in building homes discovered that 70
of the women who saved were saving money in the
tanda system to construct homes for their
families. The men in the society consider their
job done if they bring in their paycheck at the
end of the day. C.K. Prahalad, from The
Fortune at the Bottom of the Pyramid, on
Lorenzo Zambrano and CEMEX, the Mexican company
thats the worlds 3 cement maker
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One thing is certain Womens rise to power,
which is linked to the increase in wealth per
capita, is happening in all domains and at all
levels of society. Women are no longer content to
provide efficient labor or to be consumers with
rising budgets and more autonomy to spend.
This is just the beginning. The phenomenon will
only grow as girls prove to be more successful
than boys in the school system. For a number of
observers, we have already entered the age of
womenomics, the economy as thought out and
practiced by a woman. Aude Zieseniss de Thuin,
Financial Times, 10.03.2006
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Womenomics, the economy as thought out and
practiced by a woman. Aude Zieseniss de Thuin,
Financial Times, 10.03.2006
164
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The Innovation 24 Tom Peters/JOINVILLE/19
June 2009
166
Innovation
24 XFX/Cross-functional excellence (physical,
lunch, project structure, transparency,
emergent leadership, facebook,
etc) Prototype mania (action bias, serious
play, most tries wins, execution is
strategy) Portfolio management (Score every
project) Celebrate failures (most mistakes
wins, Fail. Forward. Fast., mining pissed
off customers) Decentralization (attitude,
budgetary control/30 to 80, accountability,
spontaneous discovery process) Centralizat
ion (once in a blue moonculture
change/HP-Fiorina Centers of
Excellence-GSK) Targeted-small acquisitions
(need a strong retention process) Alternate
structures (Skunkworks, 1 play money,
parallel universe, internal venture funds,
partnership with lead vendors-customers,
adhocracy in general)
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Innovation
24 Weed the portfolio (Wave bye-bye to old
friends, mastering organizational
forgetting) Acknowledge-revel in the mess
(logic behind try it culture, champion
inefficiency) Fight for simplicity, war on
complexity (Drucker 90 of what we call
management, consists ) We are what we
eat/ hang out factor (lead customers,
vendors, board, consultants, diversity per
se, mentor freaks, crowdsourcingcarefully
managed!) RD equal all functions (e.g.
systems innovation new product
innovation) 100 innovators (What do you
think?, culture of respect, HRs lead
role) Practice nudgery (bigger cart, 50
purchases) Gandhis rule (You must be the
change you wish to see in the world, timid
begets timid)
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Innovation
24 Diverse team at the top! Enthusiasm
machine (I am a dispenser of enthusiasm,
extreme language-insanely great) Passion for
cool (design mindfulness) MBWA (Managing By
Wandering Aroundin touch with the coal
face) Women (the market, not a market
segment micro-lending/Yunus-Cemex) Boring
as well as/more than sexy (Jims Group,
Basement Systems Inc) Big stinks/SMEs rule
(Mittelstand, Fosters stats 0 for
1,000) Infrastructure (e.g., research
universities, venture capital, national
initiatives such as Korea and design, primary
education)

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Part FIVE
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23
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Forty-four Secrets and clever Strategies For
dealing with the Recession of 2008-XXXXTom
Peters/VILNIUS/0326.09
172
I am constantly asked for strategies/
'secrets' for surviving the recession. I try to
appear wise and informedand parade original,
sophisticated thoughts. But if you want to know
whats really going through my head, see the list
that follows.
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44 Secrets and Clever Strategies For Dealing
with the Recession of 2008-XXXX You come
earlier. You leave later. You work harder. You
may well work for less and, if so, you adapt
to the untoward circumstances with a
smileeven if it kills you inside. You volunteer
to do more. You dig deep and always bring a good
attitude to work. You fake it if your good
attitude flags. You literally practice your "game
face" in the mirror in the morning, and in the
loo mid-morning. You give new meaning to the
idea and intensive practice of visible
management.
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44 Secrets and Clever Strategies For Dealing
with the Recession of 2008-XXXX You take better
than usual care of yourself and encourage
others to do the samephysical well-being
determines mental well-being and response to
stress. You shrug off shit that flows downhill in
your directionbuy a shovel or a pre-worn
raincoat on eBay. You try to forget about the
good old days nostalgia is self-destructive. Y
ou buck yourself up with the thought that
this too shall passbut then remind yourself
that it might not pass any time soon, and so
you re-dedicate yourself to making the
absolute best of what you have now.
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44 Secrets and Clever Strategies For Dealing
with the Recession of 2008-XXXX You work the
phones and then work the phones some moreand
stay in touch with positively everyone. You
frequently invent breaks from routine,
including weird oneschangeups prevent
wallowing and bring a fresh perspective. You
eschew all forms of personal excess. You
simplify. You sweat the details as never
before. You sweat the details as never
before. You sweat the details as never
before. You raise to the sky and maintain at all
costs the Standards of Excellence by which you
unfailingly evaluate your own performance. You
are maniacal when it comes to responding to
even the slightest screw-up.
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44 Secrets and Clever Strategies For Dealing
with the Recession of 2008-XXXX You find ways to
be around young people and to keep young
people aroundthey are less likely to be
members of the sky is falling school. You
learn new tricks of your trade. You remind
yourself that this is not just something to be
gotten throughit is the Final Exam of
character. You network like a demon. You network
inside the companyget to know more of the
folks who do the real work. You network outside
the companyget to know more of the folks who
do the real work in vendor-customer outfits.
177
44 Secrets and Clever Strategies For Dealing
with the Recession of 2008-XXXX You thank others
by the truckload if good things happenand take
the heat yourself if bad things happen. You
behave kindly, but you don't sugarcoat or hide
the truth--humans are startlingly resilient
and rumors are the real killers. You treat small
successes as if they were Super bowl
victoriesand celebrate and commend
accordingly. You shrug off the losses (ignoring
what's going on in your tummy), and get back on
the horse and immediately try again. You avoid
negative people to the extent you canpollution
kills. You eventually read the gloom-sprayers
the riot act. 
178
44 Secrets and Clever Strategies For Dealing
with the Recession of 2008-XXXX You give new
meaning to the word "thoughtful. You dont put
limits on the flowers budget bright and
colorful works marvels. You redouble, re-triple
your efforts to "walk in your customer's
shoes." (Especially if the shoes smell.) You
mind your mannersand accept others lack of
manners in the face of their strains. You are
kind to all mankind. You keep your shoes
shined. You leave the blame game at the office
door. You call out the congenital politicians in
no uncertain terms. You become a paragon of
personal accountability. And then you pray.
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Part SIX
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24
181
The Heart of Business Strategy 48 Things
That Matter
182
We usually think of business strategy as some
sort of aspirational market positioning
statement. Doubtless thats part of it. But I
believe that the number one strategic strength
is excellence in execution and systemic
relationships (i.e., with everyone we come in
contact with). Hence I offer the following 48
pieces of advice in creating a winning strategy
that is inherently sustainable.
183
Thank you. Minimum several times a day.
Measure it. Thank you to everyone even
peripherally involved in some
activityespecially those deep in the
hierarchy. Smile. Work on it. Apologize. Even if
they are mostly to blame. Jump all over
those who play the blame game. Hire
enthusiasm. Low enthusiasm. No hire. Any
job. Hire optimists. Everywhere. (Positive
outlook on life, not mindless optimism.) Hiring
Would you like to go to lunch with him-her.
100 of jobs.
184
Hire for good manners. Do not reject trouble
makersthat is those who are uncomfortable
with the status quo. Expose all would-be hires to
something unexpected-weird. Observe their
reaction. Overwhelm response to even the
smallest screw-ups. Become a student of all
you will meet with. Big time. Hang out with
interesting new people. Measure it. Lunch
with folks in other functions. Measure
it. Listen. Hear. Become a serious student of
listening-hearing. Work on everyones listening
skills. Practice.
185
Become a student of information extraction-
interviewing. Become a student of presentation
giving. Formal. Short and spontaneous. Incredib
le care in 1st line supervisor selection. Worlds
best training for 1st line supervisors. Construct
small leadership opportunities for junior
people within days of starting on the
job. Insane care in all promotion
decisions. Promote people people for all
managerial jobs. Finance-logistics-RD as
much as, say, sales. Hire-promote for
demonstrated curiosity. Check their past
commitment to continuous learning.
186
Small d diversity. Rich mixes for any and
all teams. Hire women. Roughly 50 women on
exec team. Exec team looks like customer
population, actual and desired. Focus on
creating products for and selling to
women. Focus on creating products for and
selling to boomers-geezers. Work on first and
last impressions. Walls display tomorrows
aspirations, not yesterdays
accomplishments. Simplify systems. Constantly.
187
Insist that almost all material be covered by a
1-page summary. Absolutely no longer. Practice
decency. Add We are thoughtful in all we do to
corporate values list. Number 1 force for
customer loyalty, employee satisfaction. Make
some form of employee growth (for all) a
formal part of values set. Above customer
satisfaction. Steal from RE/MAX We are a life
success company. Flowers. Celebrate small
wins. Often. Perhaps a small win of the day.
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Manage your calendar religiously Does it
accurately reflect your espoused priorities?
Use a calendar friend whos not very
friendly to help you with this. Review your
calendar Work assiduously and mercilessly on
your To donts.stuff that
distracts. Bosses, especially near the top
Formally cultivate one advisor whose role is
to tell you the truth. Commit to
Excellence. Talk up Excellence. Put Excellence
in all we do in the values set. Measure everyone
on demonstrated commitment to Excellence.
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Part SEVEN
190
25
191
The 19 Es ofExcellence
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If Not Excellence, What? If Not Excellence Now,
When? The 19 Es of Excellence Enthusiasm. (Be
an irresistible force of nature!) Energy. (Be
fire! Light fires!) Exuberance. (Vibratecause
earthquakes!) Execution. (Do it! Now! Get it
done! Barriers are baloney! Excuses are for
wimps! Accountability is gospel!
Adhere to the Bill Parcells
doctrine Blame nobody! Expect nothing! Do
something!) Empowerment. (Respect and
appreciation! Always ask, What do you think?
Then
Listen! Liberate! Celebrate! 100 innovators or
bust!) Edginess. (Perpetually dancing at the
frontier, and a little or a lot beyond.) Enraged.
(Determined to challenge change the status
quo!) Engaged. (Addicted to MBWA/Managing By
Wandering Around. In touch. Always.) Electronic.
(Partners with the world 60/60/24/7 via
electronic community building
and entanglement of every sort.
Crowdsourcing/doing power!) Encompassing.
(Relentlessly pursue diverse opinionsthe more
diversity the merrier! Diversity per se
works!) Emotion. (The alpha. The omega. The
essence of leadership. The essence of sales.
The essence of marketing.
The essence. Period. Acknowledge it.) Empathy.
(Connect, connect, connect with others reality
and aspirations! Walk
in the other persons shoesuntil the soles
have holes!) Experience. (Life is theater! Make
every activity-contact memorable! Standard
Insanely
Great/Steve Jobs Radically Thrilling/BMW.) Eli
minate. (Keep it simple!) Errorprone. (Ready!
Fire! Aim! Try a lot of stuff and make a lot of
booboos and then try some more stuff
and make some more
booboosall of it at the speed of
light!) Evenhanded. (Straight as an arrow!
Fair to a fault! Honest as Abe!) Expectations.
(Michelangelo The greatest danger for most of
us is not that our aim is too high and we miss
it, but
that it is too low and we reach it.
Amen!) Eudaimonia. (Pursue the highest of human
moral purposethe core of Aristotles philosophy.
Be of service. Always.) Excellence. (The only
standard! Never an exception! Start now! No
excuses! If not Excellence, what?
If not Excellence now, when?)
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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)
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Excellence. Always.