Tom Peters with KPMG

NOTENOTE:: To appreciateTo appreciate this presentation this presentation [and [and

insure that it is not a insure that it is not a messmess],], you need Microsoft you need Microsoft

fonts:fonts:

“Showcard Gothic,”“Showcard Gothic,” “Ravie,”“Ravie,” “Chiller”“Chiller”

andand “Verdana”“Verdana”

Section Section TWOTWO of TWO of TWO

Tom Peters’ X25*Tom Peters’ X25*

EXCELLENCE. EXCELLENCE. ALWAYS.ALWAYS.

KPMG/Training SolutionsKPMG/Training Solutions/Nairobi/21July2007/Nairobi/21July2007

**In Search of ExcellenceIn Search of Excellence 1982-2007 1982-2007

part part threethree

EXCELLENCE. EXCELLENCE.

VALUE ADDED.VALUE ADDED.UP THE LADDER.UP THE LADDER.

Up, Up, Up,

the Value-added Ladder.

EXCELLENCE.EXCELLENCE.

VALUE-ADDED LADDER I.VALUE-ADDED LADDER I. SOLVE IT. SOLVE IT.

$55$55BB

HuHuggee:: Customer

SatisfactionSatisfaction versus Customer

SuccessSuccess

“ ‘“ ‘Results’ are Results’ are measured by the measured by the

successsuccess ofof

all those who all those who have purchased have purchased your product or your product or

service”service” —Jan Gunnarsson & Olle Blohm,—Jan Gunnarsson & Olle Blohm,

The Welcoming LeaderThe Welcoming Leader

““He had done nothing to sell me on his He had done nothing to sell me on his business, yet he had given me the most business, yet he had given me the most

powerful sales pitch of my life.powerful sales pitch of my life. Because Because his his sole sole concern had concern had been been mymy welfare and welfare and

the success of the success of mymy business.”business.”

—Jim Penman, on learning how to sell (—Jim Penman, on learning how to sell (What WillWhat Will They Franchise Next? The Story of Jim’s Group They Franchise Next? The Story of Jim’s Group))

Up,Up, Up,Up, Up, Up,

The Value-added Ladder/ STUFF ‘N’ THINGSSTUFF ‘N’ THINGS

GoodsGoods Raw Materials Raw Materials

The Value-added Ladder/Stuff & TRANSACTIONSTRANSACTIONS

ServicesServicesGoods

Raw Materials

The Value-added Ladder/ OPPORTUNITY-SEEKINGOPPORTUNITY-SEEKING

Customer Success/ Customer Success/ Gamechanging Gamechanging

SolutionsSolutionsServicesGoods

Raw Materials

SOLVE IT.SOLVE IT. NO OPTION. NO OPTION.PSF. (PSF++)PSF. (PSF++)

““[Former Fed Vice-chairman Alan] [Former Fed Vice-chairman Alan] Blinder … Blinder … remains an implacable opponent of tariffs and remains an implacable opponent of tariffs and

trade barriers. But now he is saying loudly that a trade barriers. But now he is saying loudly that a new industrial revolution—communication new industrial revolution—communication

technology that allows services to be delivered technology that allows services to be delivered

from afar—will put as many as from afar—will put as many as 40 40 million Americanmillion American jobsjobs at risk of being shipped out of the at risk of being shipped out of the

country in the next decade or two.”*country in the next decade or two.”* —Wall Street —Wall Street Journal Journal /0328/0328

*Blinder: 40 million = *Blinder: 40 million = “only the tip“only the tip of a very big iceberg.”of a very big iceberg.”

Department Head

to …

ManaginManaging g

PartnerPartner, , ISIS [HR, R&D, etc.] IncInc..

Answer:

PSFPSF

Core Mechanism:“Game-changing Solutions”

PSFPSF (Professional Service Firm “model”/The Organizing Principle)

Brand YouBrand You(“Distinct” or “Extinct”/The Talent)

Wow! ProjectsWow! Projects (“Different” vs “Better”/The Work)

TheThe ““PSF35PSF35””:: Thirty-Five Thirty-Five

Professional Service Firm Professional Service Firm Marks of ExcellenceMarks of Excellence

The PSF35: The Work & The Legacy

1.1. CRYSTAL CLEAR POINT OF VIEWCRYSTAL CLEAR POINT OF VIEW

(E very Practice Group: “If you can’t explain your position in eight(E very Practice Group: “If you can’t explain your position in eight words or less, you don’t have a position”—Seth Godin)words or less, you don’t have a position”—Seth Godin)2. 2. DRAMATIC DIFFERENCEDRAMATIC DIFFERENCE (“We are the only ones who do what (“We are the only ones who do what we do”—Jerry Garcia)we do”—Jerry Garcia)3. Stretch Is Routine (“Never bite off less than you can chew”—anon.)3. Stretch Is Routine (“Never bite off less than you can chew”—anon.)4. Eye-Appetite for Game-changer Projects (Excellence at Assembling4. Eye-Appetite for Game-changer Projects (Excellence at Assembling “ “Best Team”—Fast) Best Team”—Fast) 5. “Playful” Clients (Adventurous folks who unfailingly Aim to Change5. “Playful” Clients (Adventurous folks who unfailingly Aim to Change the World)the World)6. Small “Uneconomic” Clients with Big Aims6. Small “Uneconomic” Clients with Big Aims7. Life Is Too Short to Work with Jerks (Fire lousy clients)7. Life Is Too Short to Work with Jerks (Fire lousy clients)8. 8. OBSESSED WITH LEGACYOBSESSED WITH LEGACY (Practice Group and Individual: “Dent the (Practice Group and Individual: “Dent the Universe”—Steve Jobs)Universe”—Steve Jobs)9. Fire-on-the-spot Anyone Who Says, “Law/Architecture/Consulting/9. Fire-on-the-spot Anyone Who Says, “Law/Architecture/Consulting/ I-banking/ Accounting/PR/Etc. has become a ‘commodity’ ”I-banking/ Accounting/PR/Etc. has become a ‘commodity’ ”10. Consistent with #9 above … 10. Consistent with #9 above … DO NOT SHY AWAY FROM THEDO NOT SHY AWAY FROM THE WORD (IDEA) “RADICAL”WORD (IDEA) “RADICAL”

Pointed Pointed Point of Point of View!View!

The PSF35: The Firm & The Brand

28. 28. EAT-SLEEP-BREATHE-OOZE INTEGRITYEAT-SLEEP-BREATHE-OOZE INTEGRITY (“My life (“My life is my message”—Gandhi)is my message”—Gandhi)

29. Excellence+ in 29. Excellence+ in EXECUTIONEXECUTION … 100.00% of the Time… 100.00% of the Time30. “Drop everything”/“Swarm” to Support a Harried-On30. “Drop everything”/“Swarm” to Support a Harried-On The Verge TeamThe Verge Team

31. 31. SPEND ON R&D LIKE A TECH FIRM.SPEND ON R&D LIKE A TECH FIRM.32. 32. A PROPRIETARY METHODOLOGYA PROPRIETARY METHODOLOGY (FBR, McKinsey, (FBR, McKinsey, Chiat Day, IDEO, old EDS)Chiat Day, IDEO, old EDS)

33. 33. BRAND MANIACSBRAND MANIACS (Organize Around a Point of View Worth(Organize Around a Point of View Worth BROADCASTING)BROADCASTING)

3434. . PASSION! ENTHUSIASM!PASSION! ENTHUSIASM!

35.35. EXCELLENCE. ALWAYS.EXCELLENCE. ALWAYS.

Psf.Psf.Bedrock.Bedrock.

PSFPSF/Professional Service Firm/Beliefs/Professional Service Firm/Beliefs

ProfessionProfession: : Calling/Passion to make aCalling/Passion to make a difference/Excellence difference/Excellence (always)(always)

point of viewpoint of view: : know exactly what weknow exactly what we stand for/ stand for/ “Dramatic “Dramatic Difference”Difference”

ClientClient: : enduring, test-the-limits enduring, test-the-limits relationship/Trusted advisor relationship/Trusted advisor

SolutionSolution: : Rock His-her World/ Rock His-her World/ “wow”“wow”// implemented “Culture implemented “Culture change”/change”/ >>>>>> “satisfaction” >>>>>> “satisfaction”

Photographer: Louise Roach

Big Idea:

“Corporation” as “Corporation” as

Mega-“PSFMega-“PSF”” (Professional (Professional Service Firm*)Service Firm*)

* “Virtual” Collection of Entrepreneurially-minded Professionals (“Talent”/“Roster”)

Creating/Applying Intellectual Capital (“Work Product”)

Are you the …

““PrinciPrincippal al EnEnggineine of of

Value Added”Value Added”*E.g.: Your R&D budget as robust as the New Products team?

Core Mechanism:“Game-changing Solutions”

PSFPSF (Professional Service Firm “model”/The Organizing Principle)

Brand YouBrand You(“Distinct” or “Extinct”/The Talent)

Wow! Wow! ProjectsProjects

(“Different” vs “Better”/The Work)

““Let’s make Let’s make a dent in the a dent in the universe!”universe!” —Steve

Your Current Project?

1. Another day’s work/Pays the rent.4. Of value.7. Pretty Damn Cool/Definitely subversive.10. WE AIM TO CHANGE THEWE AIM TO CHANGE THE WORLD. WORLD. (Insane!/Insanely(Insane!/Insanely Great!/WOW!) Great!/WOW!)

If you are not If you are not prepared to be prepared to be fired over your fired over your

beliefs … you are beliefs … you are working on the working on the

wrong project.wrong project. —TP

Starting a WOWWOW!! Projects Projects

Epidemic:Epidemic:

Demos, Heroes, Demos, Heroes, Stories!Stories!

Premise:

““Ordering” Ordering” Systemic Systemic

Change is a Change is a Waste of Waste of

Time!Time!

Demos!Demos! Heroes! Heroes! Stories!Stories!

Subversive Change

Be(very)ware “genetic constraints” (history’s looong Be(very)ware “genetic constraints” (history’s looong arm)arm)

You must “do” GandhiYou must “do” Gandhi

Hire weird (fulltime or temp)Hire weird (fulltime or temp)

Find the extant crazies (troll for them via offers to join Find the extant crazies (troll for them via offers to join weird project teams)weird project teams)

Create a (quiet) “Crazies Club”/Keep extendin’ the WebCreate a (quiet) “Crazies Club”/Keep extendin’ the Web

Create “boondocks projects” by the truckload (with Create “boondocks projects” by the truckload (with partners of every flavor)partners of every flavor)

Understand: Yours is a “protection racket”Understand: Yours is a “protection racket”Sky High Standards!! (There’s a deadly serious reason Sky High Standards!! (There’s a deadly serious reason

for “all this”—life or death)for “all this”—life or death)

TP Heroes: Allan Puckett; Bob Stone; Jill Ker Conway; TP Heroes: Allan Puckett; Bob Stone; Jill Ker Conway; Kelly Johnson; John BoydKelly Johnson; John Boyd

VALUE-ADDED LADDER II.VALUE-ADDED LADDER II. EXPERIENCE IT. EXPERIENCE IT.

““Experiences Experiences are as distinct are as distinct

from services as from services as services are from services are from goods.”goods.” —Joe Pine & Jim Gilmore, The

Experience Economy: Work Is Theatre & Every Business a Stage

Safe, On-time and ...Safe, On-time and ...

“We defined “We defined personality as a personality as a

market niche. We market niche. We seek to amaze, seek to amaze,

surprise, surprise, entertain.”entertain.”

— Herb Kelleher, SWA / LUV— Herb Kelleher, SWA / LUV

The Value-added Ladder/ MEMORABLE CONNECTIONMEMORABLE CONNECTION

Spellbinding Spellbinding ExperiencesExperiences

Gamechanging SolutionsServicesGoods

Raw Materials

Beyond the “Transaction”/ “Satisfaction” Mentality

“Good hotel”/ “Happy guest”/ “Exceeded Expectations”

“Great “Great VacationVacation”/ ”/ “Great “Great ConferenceConference”/”/ “Operation “Operation PersonalPersonal

RenewalRenewal””

Words!Words!

—— Magician of Magical Moments Magician of Magical Moments—— Maestro of Moments of Truth Maestro of Moments of Truth—— Recruiter of Raving Fans Recruiter of Raving Fans—— Impresario of First Impressions Impresario of First Impressions—— Wizard of WOW Wizard of WOW—— Captain of Brilliant Comebacks Captain of Brilliant Comebacks—— Director of Electronic Customer Experiences Director of Electronic Customer Experiences—— Conductor of Customer Intimacy Conductor of Customer Intimacy—— King of Customer Community King of Customer Community—— Queen of Customer Retention Queen of Customer Retention—— CEO of Ownership Experience CEO of Ownership Experience—— Managing Director of After-sales Experience Managing Director of After-sales Experience

<TG<TGWWvs.vs.

>TG>TGRR[Things Gone [Things Gone WRONGWRONG/Things Gone /Things Gone RIGHTRIGHT]]

tom peters:tom peters: what what I’ve Learned I’ve Learned about “Small about “Small

Business”Business”

Passion for PRODUCT.Passion for PRODUCT.OBSESSION With ProductOBSESSION With Product..

LOVE LOVE The Product.The Product.Aim To Be Aim To Be “ONLY ONES WHO DO WHAT WE DO.”“ONLY ONES WHO DO WHAT WE DO.”

Keep Keep ADDIN’ADDIN’ Stuff. Stuff.Invest “UNWISELY” in R&D.Invest “UNWISELY” in R&D.

Reside Permanently In The Reside Permanently In The DISCOMFORTDISCOMFORT Zone. Zone.“Unhealthy” “Unhealthy” PARANOIA PARANOIA Is A Good Thing.Is A Good Thing.

Add Clients ThatAdd Clients That PUSH-PULL. PUSH-PULL.SELL.SELL. SELL. SELL. SELL.SELL. SELL. SELL.

Go For Broke: Go For Broke: CUSTOMER CONTACT PEOPLE.CUSTOMER CONTACT PEOPLE.PERFECTION:PERFECTION: Customer Contact People. Customer Contact People.

Hire for Hire for ATTITUDE.ATTITUDE.INVITE INVITE On An Adventure.On An Adventure. GREATGREAT CFO/Biz Guy-Gal. CFO/Biz Guy-Gal. NASTYNASTY CFO/Biz Guy-Gal. CFO/Biz Guy-Gal.

QUADRANGULAR LEADERSHIP:QUADRANGULAR LEADERSHIP: Visionary-Talent Fanatic- Visionary-Talent Fanatic-Project Manager-I.P.M.Project Manager-I.P.M. (I.P.M. = Inspired Profit Mechanic)(I.P.M. = Inspired Profit Mechanic)

GREATGREAT Logo. Logo.DESIGN!DESIGN!

“OVERDO”“OVERDO” Marketing Materials. Marketing Materials.WOMENWOMEN Roar. Roar. WOMENWOMEN Rule. Rule. WOMENWOMEN Buy. Buy.

Diversity = Diversity = $$$$$$$$$$$$Be Be RELENTLESS.RELENTLESS. Cut And Cut And RUN.RUN.

Product Includes-Features theProduct Includes-Features the PACKAGING. PACKAGING.Define YourDefine Your DRAMATIC DIFFERENCE DRAMATIC DIFFERENCE (R.P.O.V.8)(R.P.O.V.8)

Best Best STORYSTORY Wins. Wins.DRESSDRESS For Success. For Success.

First Goal: First Goal: AMUSEAMUSE Yourself. Yourself.Know Know YOURSELF.YOURSELF.

DON’TDON’T Do Stuff You Hate. Do Stuff You Hate. “Over-invest” In “Over-invest” In RELATIONSHIPS.RELATIONSHIPS.

(R.O.I.R.: Return On Investment in Relationships)(R.O.I.R.: Return On Investment in Relationships)

SYSTEMATICALLYSYSTEMATICALLY “Manage” Relationships. “Manage” Relationships.“Work” The “Work” The SUPPORT PEOPLESUPPORT PEOPLE In Client Orgs. In Client Orgs.

BLOG BLOG As If Your Life Depended On It.As If Your Life Depended On It.SOPHISTICATEDSOPHISTICATED Use Of Infotech. Use Of Infotech.

RESPONSERESPONSE To Problems. To Problems.Make ’Em Make ’Em PAY.PAY.

CLOSE CLOSE The Sale.The Sale. Invest Invest BIGTIMEBIGTIME In PR. In PR.

Media Media FRIENDLY.FRIENDLY.Live-To-Live-To-SCHMOOZE.SCHMOOZE.

Fun/Laughter =Fun/Laughter = $$$$ $$$$ MBWA:MBWA: Stay In Touch. Stay In Touch.

“You Must Be The Change You Wish“You Must Be The Change You Wish To See In The World”/ To See In The World”/GANDHIGANDHI

5K For 5K For 5M.5M.YourYour CALENDAR CALENDAR Never Lies.Never Lies.

OUT:OUT: Pastels.Pastels. IN:IN: TTeecchhnniiccoolloorr

JUST SAY “NO” TO C.E.O.:JUST SAY “NO” TO C.E.O.: CIOCIO/Chief Innovation /Chief Innovation Officer. Officer. CSOCSO/Chief Sales Officer. /Chief Sales Officer. CWOCWO//

Chief Wow OfficerChief Wow Officer

EXCELLENCEEXCELLENCE Is Very Cool.Is Very Cool. “MICRO-MANAGE”“MICRO-MANAGE” Your Reputation. Your Reputation.Wear Your Integrity On Your Wear Your Integrity On Your SLEEVE.SLEEVE.

KEEPKEEP Your Promises. Your Promises.EXECUTIONEXECUTION!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

“A Man Without A Smiling Face“A Man Without A Smiling Face MUST NOT MUST NOT Open His Shop.”Open His Shop.”

RECOGNITION! RECOGNITION! Work Work HARD,HARD, Not Smart. Not Smart.

“Insanely Great.” “Insanely Great.” THE STANDARD.THE STANDARD.

R.O.I.RR.O.I.R

Measure #1:Measure #1: R.O.I.R.R.O.I.R.*

**Return On Return On Investment In Investment In RelationshipsRelationships

SellSellSellSellSellSell

I [“Bacteria Man”] HEREBY PLEDGE:

When asked, “What are some examples of companies stepping up to today’s

challenges?” … I will … NEVER NEVER AGAINAGAIN … offer an example of a Giant Company; instead I’ll refer to

Cirque du Soleil, Donnelly’s Weatherstrip Service, 3K tanning salons, 10.6M women-owned businesses (or the

typically/95+% female recipients of micro-lending) …*

*There is more to Biz Life than Giant Cos … LOTS MORE … that “hidden 99%”

Excellence.Excellence.Bank on it.Bank on it.(commerce (commerce

bank.)bank.)

The Commerce Bank ModelThe Commerce Bank Model

“Are you going to “Are you going to costcost cutcut your way to prosperity?your way to prosperity?

Or …Or …

are you going to are you going to spendspend your your way to prosperity?”way to prosperity?”

Source: Source: Fans! Not customers. How Commerce Bank Fans! Not customers. How Commerce Bank Created a Super-growth Business in a No-growth Created a Super-growth Business in a No-growth

IndustryIndustry, Vernon Hill & Bob Andelman, Vernon Hill & Bob Andelman

“cost cutting “cost cutting is a death is a death spiral.”spiral.”

““Our whole Our whole story is story is growing growing

revenue.”revenue.” —Vernon Hills (Top-line driven; standard —Vernon Hills (Top-line driven; standard

is bottom-line driven by cost cutting)is bottom-line driven by cost cutting)

““overover-invest in -invest in our people, our people, overover--

invest in our invest in our facilities.”facilities.”

Commerce Bank: From “Service” to “Experience”Commerce Bank: From “Service” to “Experience”

7X. 730A-7X. 730A-800P. 800P.

F12A.F12A.**

**’93-’03/10 yr annual return: CB: 29%; ’93-’03/10 yr annual return: CB: 29%; WM: 17%; HD: 16%. Mkt Cap: 48% p.a.WM: 17%; HD: 16%. Mkt Cap: 48% p.a.

“every computer at commerce bank has a “every computer at commerce bank has a

specialspecial redred keykey on it that on it that

says, ‘found something stupid that we are says, ‘found something stupid that we are doing that interferes with our ability to service doing that interferes with our ability to service the customer? Tell us about it, and if we agree, the customer? Tell us about it, and if we agree,

we will give you $50.’”we will give you $50.’”

““You do not merely want to be You do not merely want to be

the best of the best.the best of the best. You You want to be want to be

considered the considered the only ones who only ones who do what you do what you

dodo.”.” —Jerry Garcia—Jerry Garcia

The Value-added Ladder/ MEMORABLE CONNECTIONMEMORABLE CONNECTION

Spellbinding Spellbinding ExperiencesExperiences

Gamechanging SolutionsServicesGoods

Raw Materials

SOUL I.SOUL I.DESIGN.DESIGN.

All Equal Except …

“At Sony we assume that all products of our competitors

have basically the same technology, price, performance

and features. DesiDesiggn is the n is the onlonlyy thin thingg that that

differentiates one differentiates one pproduct from another roduct from another in the marketin the marketpplacelace.”.” —

Norio Ohga

“Design is

treated like treated like a religiona religion at

BMW.” —Fortune

Bottom Line.

Design “is” … Design “is” … WHAT & WHY I WHAT & WHY I

LOVE. LOVE.

LOVELOVE..

I I LOVELOVE my …my …

All Time No.1 (TP)

ZiplocsZiplocs

Design “is” … Design “is” … WHY I GET MAD. WHY I GET MAD.

MADMAD..

WantedWanted:: THE THE DESIGNER DESIGNER

OF MY OF MY NEW HP NEW HP

COMPUTECOMPUTERR

Design is …Design is …

never never neutralneutral..

Hypothesis:Hypothesis: DESIGNDESIGN is is the pthe principalrincipal

differencedifference between love between love

and hate! and hate!

SYSTEMS. SYSTEMS. DESIGN. DESIGN. K.I.S.S.K.I.S.S.

450/8450/8

VALUE-ADDED LADDER III.VALUE-ADDED LADDER III.

DREAM IT.DREAM IT.

Furniture vs. Dreams

“We do not sell ‘furniture’ at

Domain. We sell We sell dreamsdreams. This is

accomplished by addressing the half-formed needs in our

customers’ heads. By uncovering these needs, we, in essence, fill in the blanks. We

convert ‘needs’ into ‘dreams.’ Sales are the

inevitable result.” — Judy George,

Domain Home Fashions

The Value-added Ladder/ EMOTIONEMOTION

Dreams Come TrueDreams Come TrueSpellbinding Experiences Gamechanging Solutions

ServicesGoods

Raw Materials

SOUL II.SOUL II.THE STORY.THE STORY.

““StorytellinStorytelling g

is the core is the core of culture.”of culture.”

—Branded Nation: The Marketing of Megachurch, College Inc., and Museumworld, James Twitchell

Best Best story story wins!wins!

MarketMarket Power = Power =

StoryStory Power Power

Pause.Pause.“Little “Little Stuff.” Stuff.”

““Leaders Leaders

‘‘SERVESERVE’’ people. people.

Period.”Period.” —Anon.

CauseCause (worthy of (worthy of

commitment)commitment)

SpaceSpace (room (room

for/encouragementfor/encouragement for initiative) for initiative)

DecencyDecency (respect,(respect,

humane) humane)

THE PROBLEMTHE PROBLEM IS RARELY THE IS RARELY THE

PROBLEM.PROBLEM.

THE PROBLEM IS THE PROBLEM IS RARELY/NEVER THE RARELY/NEVER THE

PROBLEM. THE PROBLEM. THE

RESPONSERESPONSE TO TO THE PROBLEM THE PROBLEM

INVARIABLY ENDS UP INVARIABLY ENDS UP BEING THE REAL BEING THE REAL

PROBLEM.*PROBLEM.**RMN, M Stewart, WJC, “Scooter” Libby*RMN, M Stewart, WJC, “Scooter” Libby

PERCEPTIOPERCEPTION IS ALL N IS ALL

THERE IS. THERE IS. PERIODPERIOD.*

*From Whole Foods to IBM to the corner deli

PrioritiesPriorities

““I used to have a rule for myself that at any point in I used to have a rule for myself that at any point in time I wanted to have in mind time I wanted to have in mind — as it so happens, — as it so happens, also in writing, on a little card I carried around with also in writing, on a little card I carried around with me — the three big things I was trying to get done. me — the three big things I was trying to get done.

ThreeThree..

Not two. Not two. Not four. Not four. Not five.Not five.Not ten.Not ten.Three.”Three.”

— Richard Haass, — Richard Haass, The Power to PersuadeThe Power to Persuade

““Really Important Really Important

Stuff”:Stuff”: Roger’s Roger’s Rule ofRule of

ThreeThree!!

““Dennis, you need a … Dennis, you need a …

‘To-don’t ’‘To-don’t ’

List !”List !”

““The The oneone thinthing you g you need to know about need to know about sustained individual sustained individual

success: Discover what success: Discover what you don’t like doing and you don’t like doing and

stopstop doing it.”doing it.”

—Marcus Buckingham, The One Thing You Need to Know

SWEET SPOT: SWEET SPOT: SEEKING THE SEEKING THE DISDISCOMFORTCOMFORT

ZONE. ZONE.

““Do one Do one thing every thing every

day that day that scares you.”scares you.”

—Eleanor Roosevelt

““A typical day at the office for A typical day at the office for me begins by asking,me begins by asking,

‘‘What is What is impossible that I impossible that I am going to do am going to do todaytoday?’”?’” —Daniel Lamarre, —Daniel Lamarre,

president,president, Cirque du SoleilCirque du Soleil

““Little Stuff” Little Stuff” (the end)(the end)(almost)(almost)

Conrad Hilton, at a big celebration of his Conrad Hilton, at a big celebration of his life, on “the most important lesson you’ve life, on “the most important lesson you’ve

learned in you long and distinguished learned in you long and distinguished

career”:career”: ““remember remember to tuck the to tuck the

shower curtain shower curtain inside inside

the bathtub”the bathtub”

““Little Stuff” Little Stuff” (the end)(the end)

““NEW” NEW” MARKETS.MARKETS.

E-nor-mous E-nor-mous Stra-te-gic Stra-te-gic opp-or-tun-opp-or-tun-ity. ity. Damn Damn

it.it.

women.women.BOOMERBOOMER

S.S.GEEZERSGEEZERS

““EXCELLENCE.” EXCELLENCE.”

AARGH.AARGH.

Good Thinking, Guys!

“Kodak Sharpens Digital Focus “Kodak Sharpens Digital Focus

On Its Best Customers:On Its Best Customers:

WomenWomen””

—Page 1 Headline/WSJ/0705

DUH.DUH.

““To be a leader in To be a leader in consumer consumer

products, it’s products, it’s critical to have critical to have

leaders who leaders who represent the represent the population we population we

serve.”serve.” —Steve —Steve

Reinemund/PepsiCoReinemund/PepsiCo

““Forget Forget ChinaChina, , IndiaIndia and the and the

InternetInternet: Economic : Economic Growth Is Driven Growth Is Driven

by by WomenWomen.”.” —Headline,

Economist, April 15, 2006, Leader, page 14

Women’sWomen’s Trifecta+ Trifecta+

**BuyBuy * *WealthWealth

**LeadLead

++ECLIPSE OF ECLIPSE OF MALESMALES

(Old/Retire; Young/Poorly educated)

Not Just America …

“Boys Falling “Boys Falling SevenSeven Years Years Behind Girls Behind Girls

at GCSE Level”at GCSE Level” —headline, Weekly Telegraph, UK, 10.25.06

Girls Again Girls Again Outshine BoysOutshine Boys In CBSE Class In CBSE Class

12 Exams 12 ExamsSource: Headline, Dateline Source: Headline, Dateline New DelhiNew Delhi (0526.2007; (0526.2007; Khaleej Times)Khaleej Times)

““Girls are Girls are the new the new boys.”boys.”

Source: Source: The Daily MailThe Daily Mail, 0425.2007,, 0425.2007, “Why today’s women want a girl” “Why today’s women want a girl”

““Women Women areare thethe

majority majority market”market”

—Fara Warner/—Fara Warner/The Power of the PurseThe Power of the Purse

?????????

Home Furnishings … 94%Home Furnishings … 94%Vacations … 92% Vacations … 92% (Adventure Travel … 70%/ $55B travel equipment)

Houses … 91%Houses … 91%D.I.Y. D.I.Y. (major “home projects”) … 80% … 80%

Consumer Electronics … 51% Consumer Electronics … 51% (66% home computers)

Cars … 68% (90%)Cars … 68% (90%)AllAll consumerconsumer purchasespurchases … … 83%83%

Bank Account … 89%Bank Account … 89%Household investment decisions … 67%Household investment decisions … 67%Small business loans/biz starts … 70%Small business loans/biz starts … 70%

Health Care … 80%Health Care … 80%

9191%% women: women: ““ADVERTISERS ADVERTISERS

DON’T DON’T UNDERSTAND USUNDERSTAND US.” .” (58% “ANNOYED.”)(58% “ANNOYED.”)

Source: Greenfield Online for Arnold’s Women’s Insight Team Source: Greenfield Online for Arnold’s Women’s Insight Team (Martha Barletta, (Martha Barletta, Marketing to Women)Marketing to Women)

““The The most most significant variablesignificant variable

inin everyevery sales situation is sales situation is

thethe gendergender of the buyer, of the buyer, and more importantly, how and more importantly, how

the salesperson the salesperson communicates to the communicates to the

buyer’s gender.”buyer’s gender.” —Jeffery Tobias Halter, Selling to Men, Selling to Women

“Women don’t buy

brands. They They join themjoin them.”.”

EVEolution

Selling to men:Selling to men: The The TRANSACTIONTRANSACTION Model Model

Selling to Women:Selling to Women: The The RELATIONALRELATIONAL Model Model

Source: Source: Selling to Men, Selling to WomenSelling to Men, Selling to Women, Jeffery Tobias Halter, Jeffery Tobias Halter

Editorial/Editorial/MenMen:: Tables, Tables, rankings.*rankings.*

Editorial/Editorial/WomenWomen::

NarrativesNarratives that cohere.* that cohere.*

*Redwood (UK)*Redwood (UK)

FemaleThinkFemaleThink/ Popcorn & Marigold/ Popcorn & Marigold

“Men and women don’t think the “Men and women don’t think the same way, don’t communicate same way, don’t communicate

the same way, don’t buy for the the same way, don’t buy for the same reasons.”same reasons.”

““He simply wants the transaction He simply wants the transaction to take place. She’s interested in to take place. She’s interested in

creating a relationship. Every creating a relationship. Every place women go, they make place women go, they make

connections.”connections.”

EVEolution:EVEolution: Truth No. 1 Truth No. 1

Connecting Your Connecting Your Female Consumers Female Consumers

to Each Other to Each Other Connects Them to Connects Them to

Your BrandYour Brand

““The ‘Connection Proclivity’ The ‘Connection Proclivity’ in women starts early. in women starts early. When asked, ‘How was When asked, ‘How was

school today?’ a girl usually school today?’ a girl usually tells her mother every tells her mother every

detail of what happened, detail of what happened, while a boy might grunt, while a boy might grunt,

‘Fine.’ ”‘Fine.’ ”

EVEolution

Carol Gilligan/ Carol Gilligan/ In a Different VoiceIn a Different Voice

Men: Get away from authority, familyMen: Get away from authority, family

Women:Women: ConnectConnect

Men: Self-orientedMen: Self-oriented

Women:Women: Other-orientedOther-oriented

Men: RightsMen: Rights

Women:Women: ResponsibilitiesResponsibilities

““People powered”: People powered”: Age Age 3 3 daysdays, ,

baby girls baby girls 2X2X eye eye

contact. contact. Source: Martha Barletta, Source: Martha Barletta, Marketing to WomenMarketing to Women

2.62.6 vs.vs.

Addenda: Vive Addenda: Vive La difference!La difference!

““Resting” State: 30%, 90%Resting” State: 30%, 90%:: “A woman “A woman knows her children’s friends, hopes, knows her children’s friends, hopes, dreams, romances, secret fears, what dreams, romances, secret fears, what

they are thinking, how they are they are thinking, how they are

feeling. feeling. Men are vaMen are vagguely uely aware of some short aware of some short ppeoeopple le

also livinalso livingg in the house in the house.”.”Barbara & Allan Pease, Why Men Don’t Listen & Women Can’t Read Maps

““As a hunter, a man needed vision that would As a hunter, a man needed vision that would allow him to zero in on targets in the distance … allow him to zero in on targets in the distance … whereas a woman needed eyes to allow a wide whereas a woman needed eyes to allow a wide

arc of vision so that she could monitor any arc of vision so that she could monitor any

predators sneaking up on the nestpredators sneaking up on the nest. . This is This is whwhyy modern men can find their wa modern men can find their wayy effortlessleffortlesslyy to a distant pub, but can to a distant pub, but can

never find thinnever find thinggs in fridges, cus in fridges, cuppboards boards or drawersor drawers.”.”

Barbara & Allan Pease, Barbara & Allan Pease, Why Men Don’t Listen & Women Can’t Read MapsWhy Men Don’t Listen & Women Can’t Read Maps

““Female hearing advantage contributes significantly to Female hearing advantage contributes significantly to what is called ‘women’s intuition’ and is one of the what is called ‘women’s intuition’ and is one of the

reasons why a woman can read between the lines of reasons why a woman can read between the lines of

what people say.what people say. Men, however, Men, however, shouldn’t despair. Theshouldn’t despair. Theyy are are excellent at imitatinexcellent at imitatingg animal animal

soundssounds.”.”Barbara & Allan Pease, Barbara & Allan Pease, Why Men Don’t Listen & Women Can’t Read MapsWhy Men Don’t Listen & Women Can’t Read Maps

How many men How many men does it take to does it take to change a rollchange a roll

of toilet paper? of toilet paper?

It’s unknown. It’s It’s unknown. It’s

never happened.never happened.Source: Allan Pease & Barbara Pease, Source: Allan Pease & Barbara Pease, Why Men Can Only Do Why Men Can Only Do

One Thing at a Time and Women Never Stop TalkingOne Thing at a Time and Women Never Stop Talking

AddendaAddendaendsends

1. Men and women are different.1. Men and women are different.2. Very different.2. Very different.3. 3. VERY, VERY DIFFERENTVERY, VERY DIFFERENT..4. Women & Men have a-b-s-o-l-u-t-e-l-y4. Women & Men have a-b-s-o-l-u-t-e-l-y nothing in common. nothing in common.5. Women buy lotsa stuff.5. Women buy lotsa stuff.

6. 6. WOMEN BUY A-L-L THE WOMEN BUY A-L-L THE STUFFSTUFF..7. Women’s Market = Opportunity No. 1.7. Women’s Market = Opportunity No. 1.8. Men are (STILL) in charge.8. Men are (STILL) in charge.9. 9. MEN ARE … TOTALLY, HOPELESSLYMEN ARE … TOTALLY, HOPELESSLY CLUELESS ABOUT WOMEN. CLUELESS ABOUT WOMEN.

10. 10. Women’s Women’s Market = Market =

Opportunity Opportunity No. 1.No. 1.

EXCELLENCE. EXCELLENCE. OPPORTUNITY.OPPORTUNITY.

WOMEN.WOMEN. BUSINESS. BUSINESS. OWNERS. OWNERS.

10.610.6

““The growth and The growth and success of women-success of women-

owned businesses is owned businesses is one of the most one of the most

profound changes profound changes takingtaking place in the place in the

business worldbusiness world today.”today.” —Margaret Heffernan, How She Does It

Women-owned BizWomen-owned Biz

U.S. employees > U.S. employees > F500 employees F500 employees

worldwideworldwideSource: Martha Barletta, Source: Martha Barletta, Marketing to WomenMarketing to Women

9494%% of loans to of loans to

……

womenwomen****MMicrolending; “Banker to the poor”; Grameen Bank; icrolending; “Banker to the poor”; Grameen Bank;

Muhammad Yunus; 2006 Nobel Peace Prize winnerMuhammad Yunus; 2006 Nobel Peace Prize winner

WOMEN.WOMEN.

DOMINATE. DOMINATE. ECONOMIC. ECONOMIC. GROWTH.GROWTH.

““Forget Forget ChinaChina, , IndiaIndia and the and the

InternetInternet: Economic : Economic Growth Is Driven Growth Is Driven

by by WomenWomen.”.” —Headline,

Economist, April 15, 2006, Leader, page 14

““Since Since 19701970, , women have women have

held held twotwo out of out of every every three three new new jobs created.”jobs created.” —FT,

10.03.2006

10 UNASSAILABLE REASONS WOMEN RULE10 UNASSAILABLE REASONS WOMEN RULE

WomenWomen make [all] the financial decisions. make [all] the financial decisions.WomenWomen control [all] the wealth. control [all] the wealth.WomenWomen [substantially] outlive men. [substantially] outlive men.WomenWomen start most of the new businesses. start most of the new businesses.Women’sWomen’s work force participation rates have work force participation rates have soared worldwide.soared worldwide.WomenWomen are closing in on “same pay for same are closing in on “same pay for same job.”job.”WomenWomen are penetrating senior ranks rapidly are penetrating senior ranks rapidly [even if the pace is slow for the corner [even if the pace is slow for the corner office per se].office per se].Women’s Women’s leadership strengths are exceptionally wellleadership strengths are exceptionally well aligned with new organizational effectiveness &aligned with new organizational effectiveness & value-added imperatives.value-added imperatives.WomenWomen are better salespersons than men. are better salespersons than men.WomenWomen buy [almost] everything—commercial buy [almost] everything—commercial as well as consumer goods.as well as consumer goods.

SoSo whatwhat exactlyexactly isis … … thethe pointpoint ofof menmen??

COROLLARY. COROLLARY. EXCELLENCE. EXCELLENCE.

WOMEN.WOMEN.RULE.RULE.

““AS AS LEADERS, LEADERS, WOMEN WOMEN

RULERULE:: New Studies find

that female managers outshine their male counterparts in almost every measure”

TITLE/ Special Report/ TITLE/ Special Report/ BusinessWeekBusinessWeek

““On average, women and men On average, women and men possess a number of different possess a number of different

innate skills. innate skills. And current And current trends suggest that many trends suggest that many sectors of the twenty-first-sectors of the twenty-first-

century economic century economic community are going to community are going to

need the natural talents of need the natural talents of women.”women.” —Helen Fisher, —Helen Fisher, The First Sex: The The First Sex: The

Natural Talents of Women and How They Are Changing Natural Talents of Women and How They Are Changing the Worldthe World

EXEXCELLENC CELLENC

ALWALWAYSAYS..End.End.

PART PART THREETHREE..

Part Part FourFour

PeoPeo--pleple

EXCELLENCE. EXCELLENCE. INDIVIDUAL.INDIVIDUAL.BRAND YOU.BRAND YOU.

BRAND BRAND YOU.YOU.NO NO

OPTION.OPTION.

““You are the You are the storyteller of your storyteller of your own life, and you own life, and you

can create your own can create your own

legend or not.”legend or not.” —Isabel

Allende

Personal Personal “Brand Equity” Evaluation“Brand Equity” Evaluation

– My current Project is challenging me …My current Project is challenging me …– New things I’ve learned in the last 90 days include …New things I’ve learned in the last 90 days include …– I am known for [2 to 3 things]; next year at this time I’ll I am known for [2 to 3 things]; next year at this time I’ll

also be known for [1 more thing].also be known for [1 more thing].– My public “recognition program” My public “recognition program”

consists of …consists of …– Additions to my Rolodex in the last 90 days include …Additions to my Rolodex in the last 90 days include …

– My resume is My resume is discerniblydiscernibly differentdifferent from last year’sfrom last year’s

at this time …at this time …

R.D.A.R.D.A.

Rate: 15%?, 25%?Rate: 15%?, 25%?

Therefore:Therefore: Formal “Investment Formal “Investment

Strategy”/Strategy”/R.I.PR.I.P.*.**Renewal Investment Plan*Renewal Investment Plan

““The only thing you The only thing you have power over is have power over is to get good at what to get good at what

you do. That’s all you do. That’s all there is; there ain’t there is; there ain’t

no more!”no more!” —Sally Field

Muhammad Yunus:Muhammad Yunus: ““All human All human beings are entrepreneursbeings are entrepreneurs..

When we were in the caves we were When we were in the caves we were all self-employed . . . finding our food, all self-employed . . . finding our food,

feeding ourselves. That’s where feeding ourselves. That’s where human history began . . . As human history began . . . As

civilization came we suppressed it. We civilization came we suppressed it. We became labor because they stamped became labor because they stamped us, ‘You are labor.’ We forgot that we us, ‘You are labor.’ We forgot that we

are entrepreneurs.”are entrepreneurs.”

Source: Muhammad Yunus/The News Hour—PBS/1122.2006

““Never doubt that a Never doubt that a small group of small group of

committed people can committed people can change the change the

world. world. Indeed it isIndeed it is the only thing that the only thing that ever has.”ever has.” —Margaret Mead

““It’s It’s alwaysalways

showtime.”showtime.” —David D’Alessandro, Career Warfare

Brand Essentials: Brand Essentials:

*Mastering Sales/The *Mastering Sales/The Sales25. Sales25.

*Getting Things Done/The *Getting Things Done/The Power & Implementation34.Power & Implementation34.*presentation Excellence/*presentation Excellence/

The PresX56.The PresX56.*interviewing Excellence/*interviewing Excellence/

The IntX31The IntX31

Brand you tool Brand you tool #1: Mastering #1: Mastering

Sales … Sales … The Sales25.The Sales25.

““Everyone lives Everyone lives by selling by selling

something.”something.”—Robert Louis Stevenson

Great Salespeople …Great Salespeople …

1. Know the product. 1. Know the product. (Find cool mentors, and use them.)(Find cool mentors, and use them.)

2. Know the company.2. Know the company.3. Know the customer. 3. Know the customer. (Including the customer’s consultants.) (Including the customer’s consultants.) (And especially the “corporate culture.”)(And especially the “corporate culture.”)

4. 4. Love internal politics at home and abroad.Love internal politics at home and abroad.5. Religiously respect competitors. 5. Religiously respect competitors. (No badmouthing, no (No badmouthing, no matter how provoked.)matter how provoked.)

6. 6. Wire the customer’s org.Wire the customer’s org. (Relationships at all levels & (Relationships at all levels & functions.)functions.)

7. 7. Wire the home team’s org. and vendors’ orgs.Wire the home team’s org. and vendors’ orgs. (INVEST (INVEST Big Time time in relationships at all levels & functions.) (Take junior Big Time time in relationships at all levels & functions.) (Take junior people in all functions to client meetings.)people in all functions to client meetings.)

It’s all It’s all about about

politics!politics! (Play or sit on the sidelines.)(Play or sit on the sidelines.)

““If you don’tIf you don’t listen, youlisten, you don’t selldon’t sell

anything.”anything.”

—Carolyn Marland/Managing Director/Guardian Group

Brand you tool #2: Brand you tool #2: Getting Things Done … Getting Things Done …

The Power & The Power & Implementation34.Implementation34.

*Send “Thank You” notes!*Send “Thank You” notes! It’s (always) It’s (always)

“all about relationships.” And at the Heart of Effective Relationships is … “all about relationships.” And at the Heart of Effective Relationships is … APPRECIATION. APPRECIATION. (Oh yeah: Never, ever forget a birthday of a co-worker.)(Oh yeah: Never, ever forget a birthday of a co-worker.)

*Bring donuts!*Bring donuts! “Small” gestures of appreciation (on a rainy day, after a long day’s “Small” gestures of appreciation (on a rainy day, after a long day’s work the day before) are VBDs … Very Big Deals.work the day before) are VBDs … Very Big Deals.

*Make the call!*Make the call! One short, hard-to-make call today can avert a relationship crisis One short, hard-to-make call today can avert a relationship crisis that could bring you down six months from now.that could bring you down six months from now.

*Remember: There are no “little gestures” of kindness.*Remember: There are no “little gestures” of kindness. As boss, stopping by As boss, stopping by someone’s cube … for 30 seconds … to inquire about their sick parent will be someone’s cube … for 30 seconds … to inquire about their sick parent will be remembered for … remembered for … 10 years10 years. (Trust me.). (Trust me.)

*Make eye contact!*Make eye contact! No big deal? Wrong! “It” is all about … Connection! Paying No big deal? Wrong! “It” is all about … Connection! Paying attention! Being there … in the Moment … Present. So, work on your eye contact, attention! Being there … in the Moment … Present. So, work on your eye contact, your Intent to Connect.your Intent to Connect.

*Smile!*Smile! Or, rather: SMILE. Rule: Or, rather: SMILE. Rule: Smiles beget smiles. Frowns beget frowns. Smiles beget smiles. Frowns beget frowns. Rule: Rule: WORK ON THIS.WORK ON THIS.

*Smile! (If it kills you.)*Smile! (If it kills you.) Energy & enthusiasm & passion engender energy- Energy & enthusiasm & passion engender energy-enthusiasm-passion in those we work with.enthusiasm-passion in those we work with.

Brand You Tool #3: Brand You Tool #3: Presentation Presentation Excellence …Excellence … The PresX56The PresX56

Presentation ExcellencePresentation Excellence

1. Total commitment to the Problem/Project/Outcome1. Total commitment to the Problem/Project/Outcome2. A compelling “Story line”/“Plot”2. A compelling “Story line”/“Plot”3. Enough data to sink a tanker (98% in reserve)3. Enough data to sink a tanker (98% in reserve)4. Know the data from memory; ability to manipulate the 4. Know the data from memory; ability to manipulate the data in your headdata in your head5. Great Stories/Illustrations/Vignettes5. Great Stories/Illustrations/Vignettes6. Superb “political antennae” (you must “play the room” 6. Superb “political antennae” (you must “play the room” like a Virtuoso and be hyper-attentive to the likes of like a Virtuoso and be hyper-attentive to the likes of Body Language)Body Language)7. By hook or by crook … CONNECT7. By hook or by crook … CONNECT7A. CONNECT! CONNECT! CONNECT!7A. CONNECT! CONNECT! CONNECT!

8. Punch line/Plot Outline/WOW/Surprise8. Punch line/Plot Outline/WOW/Surprise in first in firstone to two minutesone to two minutes

““The The onlyonly reason to give reason to give a speech is to a speech is to

changechange the the worldworld.”.” —JFK

Brand You Tool #4: Brand You Tool #4: Interviewing Interviewing

Excellence …Excellence … The The IntX31IntX31

Interviewing ExcellenceInterviewing Excellence

1. 1. INTERVIEWING IS AN “ART” WORTH MASTERING!INTERVIEWING IS AN “ART” WORTH MASTERING! (Think (Think Christiane Amanpour, Mike Wallace)Christiane Amanpour, Mike Wallace)2. Don’t overschedule—2 or 3 in depth interviews are a solid day’s 2. Don’t overschedule—2 or 3 in depth interviews are a solid day’s work. (More than that is lunacy and will lead to shallow results.)work. (More than that is lunacy and will lead to shallow results.)3. Save, if possible, the “Big” Guy/Gal until last—that is, until you 3. Save, if possible, the “Big” Guy/Gal until last—that is, until you know what the hell you’re doing!know what the hell you’re doing!4. Find a comfy/“safe”/neutral setting. THIS IS ALL IMPORTANT! 4. Find a comfy/“safe”/neutral setting. THIS IS ALL IMPORTANT! (Worst case: You on the other side of his/her desk.)(Worst case: You on the other side of his/her desk.)5. Start with a little bit (LITTLE) of local small talk. But get some tips 5. Start with a little bit (LITTLE) of local small talk. But get some tips on the interviewee ahead of time; he may be one of the “brusque on the interviewee ahead of time; he may be one of the “brusque ones” who considers any small talk a waste of his Imperial Time.ones” who considers any small talk a waste of his Imperial Time.6. DO YOUR DAMN HOME WORK! (On the interviewee, the subject 6. DO YOUR DAMN HOME WORK! (On the interviewee, the subject matter.)matter.)7. Concoct a … LONG LIST … of questions. (You’ll only use 10% of 7. Concoct a … LONG LIST … of questions. (You’ll only use 10% of it, but that’s okay.)it, but that’s okay.)

BEDROCK.BEDROCK.TALENT.TALENT.

Hire Hire ververy y good good

people!people!

“We believe companies can increase their market cap 50 percent in 3 years. Steve Macadam at Georgia-

Pacific … changed 2020 of his

4040 box plant managers to put more talented,

higher paid managers in charge. He increased profitability from

$$2525 million to $$8080 million in 22

years.”

—Ed Michaels, War for Talent

INVITE THEM INVITE THEM TO JOIN US IN TO JOIN US IN A JOURNEY TO A JOURNEY TO EXCELLENCE!EXCELLENCE!

“In the end, management doesn’t

change culture. Management

invitesinvites the workforce itself to change the culture.”

—Lou Gerstner

““The role of the Director is to The role of the Director is to create a space where the actors create a space where the actors

and actresses canand actresses can become become more than they’ve ever more than they’ve ever been before, more than been before, more than

they’ve dreamed of they’ve dreamed of beingbeing.”.” —Robert Altman, Oscar acceptance speech—Robert Altman, Oscar acceptance speech

EMPHASIZEMPHASIZE THE E THE “SOFT “SOFT

SKILLS.”SKILLS.”

““It’s simple, really, It’s simple, really, Tom. Hire forTom. Hire for ss, ,

and, and, aboveabove allall, , ppromoteromote for for s.”s.”

—Starbucks middle manager/field

QQ:: “If it were your $50K “If it were your $50K [life’s savings] and my [life’s savings] and my $50K, what sort of $50K, what sort of Waiters would we look Waiters would we look for?”for?”

AA:: “Enthusiasts!”“Enthusiasts!”

Build on Build on strengthsstrengths

“The key difference between checkers and chess is that in checkers the pieces all move

the same way, whereas in chess all the pieces

move differently. … Discover what Discover what is unique about each is unique about each person and capitalize person and capitalize

on iton it.”.” —Marcus Buckingham, The One Thing You Need to

“The mediocre manager believes that most things are learnable and

therefore that the essence of management is to identify ach

person’s weaker areas and eradicate them. The great manager believes

the opposite. He believes that the He believes that the most influential qualities of a most influential qualities of a

person are innate and therefore person are innate and therefore that the essence of that the essence of

management is to deploy these management is to deploy these innate qualities as effectively as innate qualities as effectively as

possible and so drive possible and so drive performance.”performance.” —Marcus Buckingham, The One

Thing You Need to Know

53 = 53 = 5353

One size … One size …

NEVENEVERR ……

fits all. fits all.

53 = 53 = 5353

Promise #1:Promise #1: “Never, ever “Never, ever again will I evaluate again will I evaluate

anyone using a anyone using a standardized instrument standardized instrument

devised bydevised by a “professional” in a “professional” in inhuman Resources.”inhuman Resources.”

SO YOU’RE A SO YOU’RE A “PEOPLE “PEOPLE

PERSON”? PERSON”? PROVE ITPROVE IT..

““The leaders of Great The leaders of Great

Groups Groups lovelove talent talent and know where to find and know where to find

it. They it. They revel revel in the in the talent of others.”talent of others.”

—Warren Bennis & Patricia Ward Biederman, Organizing Genius

PARC’s Bob Taylor:

“Connoisseu“Connoisseur r

of Talent”of Talent”

““Do” Do” TALENT!TALENT!

220 workdays 220 workdays == 220 220

“rosters”“rosters”

Source: Coach K

newnew goal … goal … everyevery game! game!

Source: Coach K

‘‘dodo’’ people. people.

< CAPEX< CAPEX> People!> People!

PUT HR AT THE PUT HR AT THE HEAD OF THE HEAD OF THE HEAD TABLE. HEAD TABLE. BEST PEOPLE. BEST PEOPLE.

NOBLEST NOBLEST MISSION.MISSION.

A review of Jack and Suzy Welch’s A review of Jack and Suzy Welch’s WinningWinning claims there are but claims there are but two key differentiators that set GE “culture” apart from the herd:two key differentiators that set GE “culture” apart from the herd:

FirstFirst:: Separating financial forecasting and performance Separating financial forecasting and performance measurement.measurement. Performance measurement based, as it usually is, on budgeting Performance measurement based, as it usually is, on budgeting leads to an epidemic of gaming the system. GE’s performance measurement is leads to an epidemic of gaming the system. GE’s performance measurement is divorced from budgeting—and instead reflects how you do relative to your past divorced from budgeting—and instead reflects how you do relative to your past performance and relative to competitors’ performance; i.e., it’s about how you performance and relative to competitors’ performance; i.e., it’s about how you actually do in the context of what happened in the real world, not as compared to a actually do in the context of what happened in the real world, not as compared to a gamed-abstract plan developed last year. gamed-abstract plan developed last year.

Second: Putting Putting HRHR on a par with on a par with finance and finance and marketing.marketing.

Internal Internal “brand “brand

promise”!promise”!

What’s your company’s … EVP/EVP/IBPIBP?*

*Employee Value Proposition, per Ed Michaels et al.,

The War for Talent; IBP/Internal Brand Promise per TP

EVP/IBPEVP/IBP = = Remarkable Remarkable challenge, rapid professional challenge, rapid professional growth, respect, satisfaction, growth, respect, satisfaction,

fun, stunning opportunity, fun, stunning opportunity, exceptional reward, amazing exceptional reward, amazing

peer group, full membership in peer group, full membership in Club Adventure, maximized Club Adventure, maximized

future employabilityfuture employability

Source: Ed Michaels, Source: Ed Michaels, The War for Talent; TPThe War for Talent; TP

Words Words Matter.Matter.

Talent Talent DepartmentDepartment

Brand Brand = =

Talent.Talent.

““I have always I have always believed that the believed that the

purpose of the purpose of the corporation is to be corporation is to be

a blessing to the a blessing to the employees.”employees.” —Boyd Clarke —Boyd Clarke

Re-imaRe-imaggineinePeoPeopple Power:le Power:

The Talent The Talent5050

The Talent50

1. People first!1. People first!2. Soft is Hard. 2. Soft is Hard. 3. FUNDAMENTAL PREMISE: We are in an3. FUNDAMENTAL PREMISE: We are in an Age of Talent/ Creativity/Intellectual- Age of Talent/ Creativity/Intellectual- capital Added. capital Added.4. Talent “excellence” in every part of 4. Talent “excellence” in every part of thethe organization. organization.5. P.O.T./Pursuit Of Talent = Obsession.5. P.O.T./Pursuit Of Talent = Obsession.6. HR sits at The Head Table.6. HR sits at The Head Table.7. HR is “cool.”7. HR is “cool.”

The Talent50

8. Re-name “HR.” (Talent Department, Center of 8. Re-name “HR.” (Talent Department, Center of

Talent Excellence) Talent Excellence)9. There’s an HR Strategy9. There’s an HR Strategy10. There is a FORMAL Recruitment Strategy.10. There is a FORMAL Recruitment Strategy.11. There is a FORMAL Leadership Development 11. There is a FORMAL Leadership Development Strategy. Strategy.12. There is a “world class” Leadership12. There is a “world class” Leadership Development Center. Development Center.13. There is a FORMAL-STRATEGIC HR Review13. There is a FORMAL-STRATEGIC HR Review Process. Process.14. The “Top100,” and every unit’s Top10, are14. The “Top100,” and every unit’s Top10, are consciously managed. consciously managed.

The Talent50

15. “People/Talent Reviews” are the FIRST reviews.16. HR Strategy = Business Strategy.17. Make it a Cause Worth Signing Up For..

18. Set Sky High Standards.19. Enlist everyone in Challenge Century21.20. Pursue the Best!21. Up or Out.22. Ensure that the Review Process has INTEGRITY.23. Pay!

The Talent50

24. Training I: Train! Train! Train!24. Training I: Train! Train! Train!25. TII: 100% “business people.”25. TII: 100% “business people.”26. TIII: 100% Leaders.26. TIII: 100% Leaders.27. TIV: Boss as Trainer-in-Chief.27. TIV: Boss as Trainer-in-Chief.28. Open Communication I: NO28. Open Communication I: NO BARRIERS. BARRIERS.29. Open Communication II: Share29. Open Communication II: Share Information. (ALL!) Information. (ALL!)30. Respect!30. Respect!31. INTEGRITY!31. INTEGRITY!32. Treat the Whole Individual.32. Treat the Whole Individual.

The Talent50

33. Places of “grace.”33. Places of “grace.”34. MBWA: The “Rudy Rule.”34. MBWA: The “Rudy Rule.”35. Thank You!35. Thank You!36. Promote for “people skills.”36. Promote for “people skills.” (ALL ELSE IS SECONDARY.) (ALL ELSE IS SECONDARY.)37. Honor youth.37. Honor youth.38. Early leadership assignments.38. Early leadership assignments.39. Fast Tracking is the norm.39. Fast Tracking is the norm.40. Create a System of Mentoring.40. Create a System of Mentoring.

The Talent50

41. Diversity!41. Diversity!42. Diversity starts on the Board of42. Diversity starts on the Board of Directors. Directors.43. WOMEN RULE.43. WOMEN RULE.44. Weird Wins.44. Weird Wins.45. We are all unique. 45. We are all unique. 46. Bosses “win people over.”46. Bosses “win people over.”47. GOAL: Adventures of Mutual47. GOAL: Adventures of Mutual Discovery. Discovery.48. Foster Independence.48. Foster Independence.49. Enthusiasm!49. Enthusiasm!

50. Talent Talent = Brand.= Brand.

BEDROCK.BEDROCK.LEADERSHIP.LEADERSHIP.

L23. 7Es. L23. 7Es. 9Ps. 12Ps.9Ps. 12Ps.

The The “7E“7Ess””

Exuberance! Exuberance! Energy!Energy!

Empathy!Empathy!Engagement!Engagement!

Empowerment!Empowerment!Execution!Execution!

Excellence!Excellence!

THE LEADERSHIP23.THE LEADERSHIP23.

Leadership23/ML

1. Enthusiasm. Energy. Exuberance.1. Enthusiasm. Energy. Exuberance.2. Action. Execution.2. Action. Execution.3. Tempo. Metabolism.3. Tempo. Metabolism.4. Relentless.4. Relentless.5. Master of Plan B.5. Master of Plan B.6. Accountability.6. Accountability.7. Meritocracy.7. Meritocracy.8. Leaders “do” people. Mentor. (“Success8. Leaders “do” people. Mentor. (“Success creation business.”)creation business.”)9. Women. Diversity.9. Women. Diversity.10. Integrity. Credibility. Humanity. Grace.10. Integrity. Credibility. Humanity. Grace.11. Realism.11. Realism.12. Cause. Adventures. Quests.12. Cause. Adventures. Quests.

Leadership23/ML

13. Legacy.13. Legacy.14. Best story wins.14. Best story wins.15. On the edge. (“Wildest chimera of a15. On the edge. (“Wildest chimera of a moonstruck mind.”)moonstruck mind.”)16. “Reward excellent failures. Punish 16. “Reward excellent failures. Punish mediocre successes.”mediocre successes.”17. Different > Better. (“Only ones who do17. Different > Better. (“Only ones who do what we do.”)what we do.”)18. MBWA. Customer MBWA.18. MBWA. Customer MBWA.19. Laughs.19. Laughs.20. Repot. Curiosity. Why?20. Repot. Curiosity. Why?21. You = Calendar. “To Don’t.” Two.21. You = Calendar. “To Don’t.” Two.22. Excellence. Always.22. Excellence. Always.23. Nelsonian! (“Other admirals more afraid23. Nelsonian! (“Other admirals more afraid of losing than anxious to win.”)of losing than anxious to win.”)

EXCELLENCE.EXCELLENCE. BEDROCK.BEDROCK.

LEADERSHIP.LEADERSHIP.“12 P“12 Pss.”.”

Tom Peters/04.18.2007Tom Peters/04.18.2007

PURPOSEPURPOSE..PASSIONPASSION..PotentialPotential..PresencePresence..PersonalPersonal..

pissed offpissed off. . PlayfulPlayful..

PERSISTENCEPERSISTENCE..PEOPLEPEOPLE. . PeculiarPeculiar..PotentPotent..

PositivePositive..

The The PassionPassion Imperative: Imperative:

LeadershipLeadership5500

The Basic The Basic Premise.Premise.

11.. Leadership Is a Leadership Is a

…… Mutual Mutual Discovery Discovery Process.Process.

““I don’t I don’t know.”know.”

Leaders-Teachers Do Leaders-Teachers Do NotNot “Transform People”! “Transform People”!

Instead leaders-mentors-teachers (1) Instead leaders-mentors-teachers (1) provide a contextprovide a context which is marked by (2)which is marked by (2) access to a luxuriant portfolio access to a luxuriant portfolio of meaningful opportunitiesof meaningful opportunities (projects)(projects) which (3) which (3) allow allow

people to fullypeople to fully (and safely, mostly—caveat: “they” don’t (and safely, mostly—caveat: “they” don’t engage unless they’re “mad about something”)engage unless they’re “mad about something”) express their express their

innate curiosityinnate curiosity and (4) and (4) engage in a vigorous engage in a vigorous discovery voyagediscovery voyage (alone and in small teams, assisted by an (alone and in small teams, assisted by an

extensive self-constructed network)extensive self-constructed network) by which those people by which those people (5) (5) go to-create places theygo to-create places they ((andand their mentors-teachers- their mentors-teachers-

leaders)leaders) had never dreamed existedhad never dreamed existed —and then the —and then the leaders-mentors-teachers (6)leaders-mentors-teachers (6) applaud like hell, stage applaud like hell, stage “photo-ops,” and ring the church bells 100 times “photo-ops,” and ring the church bells 100 times to commemorate the bravery of their “followers’ to commemorate the bravery of their “followers’

” explorations!” explorations!

QQuueessttss!!

Organizing GeniusOrganizing Genius / Warren Bennis / Warren Bennis and Patricia Ward Biederman and Patricia Ward Biederman

“Groups become great only when “Groups become great only when everyone in them, leaders and everyone in them, leaders and

members alike, members alike, is free to do his or is free to do his or her absolute besther absolute best.”.”

“The best thing a leader can do for a “The best thing a leader can do for a

Great Group is to Great Group is to allow its allow its members to discover their members to discover their

ggreatnessreatness.”.”

Leaders’ “Mt Everest Test”Leaders’ “Mt Everest Test”

“free to do his or her “free to do his or her absolute best” …absolute best” …

“allow its members “allow its members to discover their to discover their

greatness.”greatness.”

“Ninety percent of what Ninety percent of what we call ‘management’ we call ‘management’ consists of making it consists of making it difficult for people to difficult for people to

get things doneget things done.”.” – Peter Drucker– Peter Drucker

The The Leadership Leadership

Types.Types.

22.. Great Leaders on Snorting Steeds Are Great Leaders on Snorting Steeds Are

Important – butImportant – but Great Talent Great Talent DevelopersDevelopers (Type I (Type I

Leadership)Leadership) are the Bedrock of are the Bedrock of Organizations that Perform Over the Long Organizations that Perform Over the Long

Haul.Haul.

Whoops:Whoops: Jack didn’t have a Jack didn’t have a

vision!vision!

33.. But Then Again, There Are But Then Again, There Are Times When This Times When This “visionary” “visionary” (Type II Leadership)(Type II Leadership) Stuff Stuff

Actually Works!Actually Works!

““A leader is a A leader is a dealer in dealer in hope.”hope.”

Napoleon Napoleon

44.. Find the Find the “Businesspeople”!“Businesspeople”!

(Type III (Type III Leadership)Leadership)

I.P.M.I.P.M. (Inspired (Inspired

Profit Mechanic)Profit Mechanic)

55.. All Organizations All Organizations

Need the Need the Golden Golden Leadership Leadership Triangle.Triangle.

The The Golden Golden Leadership Leadership Triangle:Triangle:

(1) (1) Talent FanaticTalent Fanatic … … (2) (2) VisionaryVisionary … … (3) (3) Inspired ProfitInspired Profit Mechanic. Mechanic.

66.. Leadership Mantra Leadership Mantra

#1: #1: IT ALL IT ALL DEPENDS!DEPENDS!

Renaissance Men Renaissance Men are … are … a snare, a a snare, a

myth, a myth, a delusion!delusion!

77.. The Leader IsThe Leader Is Rarely/ Rarely/ Never Never

the Best the Best Performer.Performer.

The The Leadership Leadership

Dance.Dance.

88. . Leaders …Leaders …

SHOWSHOW UPUP!!

MBWAMBWA**5,000 miles for a 5-minute face-to

-face meeting (courtesy super-agent Mark McCormick)

Mark McCormackMark McCormack: : 5,000 5,000 miles for a 5 miles for a 5

min. min. meetingmeeting!!

““A body can A body can pretend to pretend to

care, but they care, but they can’t pretend can’t pretend

to be there.”to be there.” — Texas — Texas

Bix BenderBix Bender

MBWA, Grameen Style!MBWA, Grameen Style!“Conventional banks ask their clients to come “Conventional banks ask their clients to come to their office. It’s a terrifying place for the poor to their office. It’s a terrifying place for the poor and illiterate. … and illiterate. … The entire Grameen Bank The entire Grameen Bank

system runs on the principle that people system runs on the principle that people should not come to the bank, the bank should not come to the bank, the bank

should go to the people.should go to the people. … If any staff … If any staff member is seen in the office, it should be taken member is seen in the office, it should be taken as a violation of the rules of the Grameen Bank. as a violation of the rules of the Grameen Bank.

… It is essential that [those setting up a new … It is essential that [those setting up a new village Branch] have no office and no place to village Branch] have no office and no place to stay. The reason is to make us as different as stay. The reason is to make us as different as

possible from government officialspossible from government officials.” .” Source: Source: Muhammad Yunus, Banker to the Poor

99.. Leaders …Leaders … LOVELOVE the the

MESSMESS!!

““I’m not happy I’m not happy unless unless

I’m I’m uncomfortable.”uncomfortable.”

——Jay ChiatJay Chiat

“If things seem If things seem under control, under control, you’re just not you’re just not

goinggoing fast enough.” fast enough.”

Mario AndrettiMario Andretti

10.10. Leaders Leaders

DODO!!

“We have a We have a ‘strategic’ ‘strategic’ plan. It’s plan. It’s

called doing called doing things.”things.” — Herb Kelleher— Herb Kelleher

1111.. Leaders Leaders

ReRe-do-do..

““If it If it works, it’s works, it’s obsolete.”obsolete.”

—Marshall McLuhan—Marshall McLuhan

1212.. BUTBUT … Leaders … Leaders

KnowKnow When to When to Wait.Wait.

Tex Schramm: Tex Schramm: The The

“too hard”“too hard” box!box!

1313.. Leaders Are … Leaders Are …

OptimistsOptimists..

Hackneyed but none the Hackneyed but none the

less trueless true:: LEADERS LEADERS SEE CUPS AS SEE CUPS AS “HALF FULL.”“HALF FULL.”

Half-full CupsHalf-full Cups:: “[Ronald “[Ronald Reagan] radiated an Reagan] radiated an

almost almost transcendent transcendent happiness.”happiness.”

Lou Cannon, Lou Cannon, GeorgeGeorge

1414. . LeadersLeaders

FOCUSFOCUS!!

““ToTo Don’tDon’t ””

ListList

““I used to have a rule for myself that at any I used to have a rule for myself that at any point in time I wanted to have in mind point in time I wanted to have in mind — as — as

it so happens, also in writing, on a little card it so happens, also in writing, on a little card I carried around with me — the three big I carried around with me — the three big

things I was trying to get done. things I was trying to get done.

Three.Three. Not two. Not two.

Not four. Not five. Not ten. Three.”Not four. Not five. Not ten. Three.”

— Richard Haass, — Richard Haass, The Power to PersuadeThe Power to Persuade

1515.. Leaders … Leaders …

SetSet CLEARCLEAR DESIGNDESIGN SPECSSPECS..

DangerDanger: : S.I.O.S.I.O.

(Strategic Initiative Overload)(Strategic Initiative Overload)

JackWorld/JackWorld/1@T1@T: : (1) (1) Neutron Neutron Jack.Jack. (Banish bureaucracy.)(Banish bureaucracy.) (2) (2) “1, 2 “1, 2 or out” Jack.or out” Jack. (Lead or leave.)(Lead or leave.) (3) (3)

“Workout” Jack.“Workout” Jack. (Empowerment, (Empowerment,

GE style.)GE style.) (4) (4) 6-Sigma Jack.6-Sigma Jack. (5) (5)

Internet Jack.Internet Jack. (Throughout) (Throughout)

TALENT JACK!TALENT JACK!

Send Send V-E-R-YV-E-R-Y ClearClear SignalsSignals About About

What’s Important!What’s Important!

““Really Important Really Important Stuff”:Stuff”: Roger’s Roger’s Rule of Three!Rule of Three!

If It Ain’t If It Ain’t Broke … Broke … Break It.Break It.

1717.. LeadersLeaders … …FORGETFORGET!/!/

Leaders …Leaders … DESTROYDESTROY!!

Forget>“Learn”Forget>“Learn”

“The problem is never how “The problem is never how to get new, innovative to get new, innovative

thoughts into your mind, thoughts into your mind,

but how to get the old but how to get the old ones outones out.”.”

Dee HockDee Hock

1818.. BUTBUT … Leaders … Leaders

Have to Deliver, So They Have to Deliver, So They Worry About “Throwing Worry About “Throwing the Baby Out with the the Baby Out with the

Bathwater.”Bathwater.”

““Damned If You Damned If You Do, Damned If You Do, Damned If You Don’t, Just Plain Don’t, Just Plain

Damned.”Damned.”Subtitle in the chapter, “Own Up to the Great Paradox: Success Is Subtitle in the chapter, “Own Up to the Great Paradox: Success Is the Product of Deep Grooves/ Deep Grooves Destroy Adaptivity,” the Product of Deep Grooves/ Deep Grooves Destroy Adaptivity,”

Liberation ManagementLiberation Management (1992) (1992)

HONORHONOR THETHE

USURPERSUSURPERS..

Saviors-in-WaitingSaviors-in-Waiting

DisgruntledDisgruntled Customers CustomersUpstartUpstart Competitors CompetitorsRogueRogue Employees EmployeesFringeFringe Suppliers Suppliers

Wayne Burkan, Wayne Burkan, Wide Angle VisionWide Angle Vision

2020.. Leaders Leaders Make Make [Lots of] [Lots of]

MistakesMistakes – and – and MAKE NO BONES MAKE NO BONES

ABOUT IT!ABOUT IT!

““Fail faster. Fail faster. Succeed Succeed sooner.”sooner.”

David Kelley/IDEODavid Kelley/IDEO

Fail. Fail. Forward. Forward. Fast.Fast. –High-tech Exec–High-tech Exec

2121.. Leaders Make … Leaders Make …

BIG BIG MISTAKES!MISTAKES!

““RewardReward excellent excellent

failuresfailures. . PunishPunish mediocre mediocre

successes.”successes.”Phil Daniels, Sydney exec Phil Daniels, Sydney exec (and, de facto, Jack) (and, de facto, Jack)

Create.Create.

2222.. Leaders Know that Leaders Know that

THERE’S MORE TO LIFE THERE’S MORE TO LIFE THAN “LINE THAN “LINE

EXTENSIONS.”EXTENSIONS.” Leaders Leaders

Love to Love to CREATE NEW CREATE NEW MARKETSMARKETS..

““Acquisitions are about Acquisitions are about

buying market share. buying market share. Our Our challenge is to challenge is to create markets.create markets. There is a big difference.”There is a big difference.”

Peter Job, CEO, Reuters Peter Job, CEO, Reuters

2323.. Leaders … Leaders … Make Make Their MarkTheir Mark //

Leaders … Leaders … Do Stuff Do Stuff That MattersThat Matters

““I never, ever thought of I never, ever thought of

myself as a businessman.myself as a businessman.

I was interested in I was interested in creating things creating things

I would be I would be proud of.”proud of.” ——Richard BransonRichard Branson

Ah, kidsAh, kids:: “What is your vision “What is your vision for the future?” for the future?” “What have “What have you accomplished since your you accomplished since your first book?”first book?” “Close your eyes “Close your eyes and imagine me immediately and imagine me immediately doing something about what doing something about what

you’ve just said. What would it you’ve just said. What would it be?” be?” “Do you feel you have an “Do you feel you have an obligation to ‘Make the world a obligation to ‘Make the world a

better place’?”better place’?”

2424.. Leaders Push Their Leaders Push Their

Organizations … Organizations … W-a-y W-a-y Up the Value-Up the Value-

added/ added/ Intellectual Intellectual

Capital Chain.Capital Chain.

And the “M” Stands for … ?And the “M” Stands for … ?

Gerstner’s IBM:Gerstner’s IBM: “Systems “Systems Integrator of Integrator of

choice.” choice.” (BW)(BW)

IBM Global Services:IBM Global Services: $$55B55B

2525.. Leaders Know that Leaders Know that the “HVA/Solutions the “HVA/Solutions

Revolution” rests upon: Revolution” rests upon:

Scintillating Scintillating Experiences.Experiences.

““ExperiencesExperiences are as are as distinct from services distinct from services as services are from as services are from

goods.”goods.”Joseph Pine & James Gilmore, Joseph Pine & James Gilmore, The Experience Economy: The Experience Economy:

Work Is Theatre & Every Business a StageWork Is Theatre & Every Business a Stage

26.26. LeadersLeaders

LOVELOVE the the New Technology!New Technology!

Power Tools Power Tools For Power For Power StrategiesStrategies

Go for the Go for the BoldBold

* * BoldBold/Aggressive/$$$$/Aggressive/$$$$* * BoldBold/GameChanger /GameChanger * * BoldBold/Creative Destruction/Creative Destruction* * BoldBold/“Cool” Supplier Portfolio/“Cool” Supplier Portfolio* * BoldBold/Web Fanaticism/Web Fanaticism

2727.. Needed? Needed? Type IV Type IV Leadership:Leadership: Technology Technology

Dreamer-True Dreamer-True BelieverBeliever

The Golden Leadership The Golden Leadership QuadrangleQuadrangle:: (1) Talent (1) Talent Fanatic-Mentor … (2) Fanatic-Mentor … (2) Creator-Visionary … Creator-Visionary …

(3) Inspired Profit Mechanic (3) Inspired Profit Mechanic … … (4) Technology Dreamer-(4) Technology Dreamer-

True BelieverTrue Believer

Talent.Talent.

DO TALENT!DO TALENT!

‘‘dodo’’ people. people.

Brand Brand = =

Talent.Talent.

2929.. When It Comes to When It Comes to

TALENTTALENT … … Leaders Always Go Leaders Always Go

Berserk!Berserk!

From “1, 2 or you’re out” [JW] From “1, 2 or you’re out” [JW] to …to …

““BestBest TalentTalent in in each industry segment to each industry segment to

build best proprietary build best proprietary intangibles”intangibles” [EM][EM]

Source: Ed Michaels, War for TalentSource: Ed Michaels, War for Talent

3030.. Leaders Don’t Leaders Don’t Create “Followers”: Create “Followers”:

THEYTHEY CREATECREATE LEADERSLEADERS!!

““I start with the I start with the premise that the premise that the

function of leadership function of leadership is to produce more is to produce more leaders, not more leaders, not more

followers.”followers.”——Ralph NaderRalph Nader

PassionPassion..

3131.. Leaders …Leaders …

“Sell”“Sell”

PASSIONPASSION!!

G.H.G.H.:: “Create a “Create a ‘cause,’‘cause,’ not not a ‘business.’ a ‘business.’

””

““People want to be part People want to be part of something larger than of something larger than themselvesthemselves.. They want to They want to

be part of something they’re be part of something they’re really really proudproud of, that they’ll of, that they’ll

fight fight forfor,, sacrifice sacrifice forfor , , trusttrust.”.” —Howard Schultz, Starbucks (IBD/09.05)

3232.. Leaders Know:Leaders Know: ENTHUSIASMENTHUSIASM

BEGETS BEGETS ENTHUSIASMENTHUSIASM!!

BZBZ:: “I am a … “I am a … Dispenser of Dispenser of EnthusiasmEnthusiasm!”!”

““Nothing is so Nothing is so contagious as contagious as enthusiasm.”enthusiasm.”

—Samuel Taylor Coleridge—Samuel Taylor Coleridge

James Woolsey, former CIA director:James Woolsey, former CIA director: ““If If you’re enthusiastic you’re enthusiastic

about the things about the things you’re working on, you’re working on,

people will come ask people will come ask you to do interesting you to do interesting

thingsthings.” .”

3333.. Leaders Are …Leaders Are …

in a Hurryin a Hurry

Read It CloselyRead It Closely:: “We don’t sell “We don’t sell

insurance anymore.insurance anymore. WeWe sell ssell sppeedeed.”.”

Peter Lewis, ProgressivePeter Lewis, Progressive

3434.. Leaders Leaders

Focus on theFocus on the

SOFT SOFT STUFF!STUFF!

““Soft” Is Soft” Is “Hard“Hard””

- ISOE- ISOE

MessageMessage: Leadership is : Leadership is all about all about lovelove! ! [Passion, [Passion, Enthusiasms, Appetite for Life, Enthusiasms, Appetite for Life,

Engagement, Commitment, Great Engagement, Commitment, Great Causes & Determination to Make a Causes & Determination to Make a

Damn Difference, Shared Damn Difference, Shared Adventures, Bizarre Failures, Adventures, Bizarre Failures,

Growth, Insatiable Appetite for Growth, Insatiable Appetite for Change.]Change.]

The “Job” of The “Job” of Leading.Leading.

3535.. Leaders Know It’s Leaders Know It’s

ALL SALES ALL SALES ALL THE ALL THE

TIME.TIME.

TPTP: : If you don’t If you don’t LOVE LOVE SALESSALES … find … find

another life.another life. (Don’t pretend (Don’t pretend

you’re a “leader.”) (See TP’s you’re a “leader.”) (See TP’s The Project50The Project50.).)

LOVELOVE ““POLITICSPOLITICS.”.”

TPTP: : If you don’t If you don’t LOVELOVE POLITICSPOLITICS … … find another life. find another life. (Don’t pretend you’re a “leader.”)(Don’t pretend you’re a “leader.”)

3737.. But … Leaders Also But … Leaders Also

Break a Lot Break a Lot of China.of China.

Characteristics of the “Also rans”Characteristics of the “Also rans”**

“Minimize risk”“Minimize risk”“Respect the chain of “Respect the chain of

command”command”“Support the boss”“Support the boss”

“Make budget”“Make budget”

**FortuneFortune, article on, article on “Most Admired Global Corporations” “Most Admired Global Corporations”

3838. . Leaders Leaders

Give …Give … RESPECTRESPECT

Amen!Amen!

“What creates trust, in “What creates trust, in the end, is the leader’s the end, is the leader’s

manifest respect for manifest respect for the followers.”the followers.” — Jim O’Toole, — Jim O’Toole,

Leading ChangeLeading Change

““It was much later that I realized Dad’s secret. He It was much later that I realized Dad’s secret. He gained respect by giving it. He talked and gained respect by giving it. He talked and

listened to the fourth-grade kids in Spring Valley listened to the fourth-grade kids in Spring Valley who shined shoes the same way he talked and who shined shoes the same way he talked and

listened to a bishop or a college president.listened to a bishop or a college president. He He was seriously was seriously

interested in who you interested in who you were and what you had were and what you had

to sayto say.”.”Sara Lawrence-Lightfoot, Sara Lawrence-Lightfoot, RespectRespect

3939.. Leaders Say Leaders Say

““Thank Thank You.”You.”

““The deepest human The deepest human

need is theneed is the need to need to be appreciated.”be appreciated.”

William JamesWilliam James

4040.. Leaders Leaders Are … Are …

Curious.Curious.

The Three Most Important Letters …The Three Most Important Letters …

WHYWHY??

4141.. Leadership Is Leadership Is a … a …

Performance.Performance.

““It is necessary for the It is necessary for the President to be the President to be the

nation’snation’s No. 1 No. 1 actor.”actor.”

FDRFDR

4242.. Leaders … Leaders … AreAre The BrandThe Brand

““You must You must bebe

the change you the change you wish to see in the wish to see in the

world.”world.”GandhiGandhi

““You can’t lead a You can’t lead a cavalry charge if cavalry charge if you think you you think you look funny on a look funny on a horse.”horse.” —John Peers, President, —John Peers, President,

Logical Machine CorporationLogical Machine Corporation

““It’s It’s alwaalwayyss showtime.”showtime.”

—David D’Alessandro, Career Warfare

Have a Have a

GREATGREAT STORYSTORY!!

““Leaders don’t just make Leaders don’t just make products and make decisions. products and make decisions.

Leaders make Leaders make meaning.”meaning.”

– John Seely Brown– John Seely Brown

““A key – perhaps A key – perhaps thethe key – key – to leadership isto leadership is thethe effective effective

communicationcommunication of a story.” of a story.”

Howard GardnerHoward Gardner Leading Minds: An Anatomy of LeadershipLeading Minds: An Anatomy of Leadership

Leader Job 1Leader Job 1

Paint Paint Portraits of Portraits of

ExcellenceExcellence!!

The Re-imaThe Re-imaggineer’s Credo … or, Pitineer’s Credo … or, Pityy the Poor Brown the Poor Brown**

Technicolor TimesTechnicolor Times demand … demand …Technicolor Leaders and BoardsTechnicolor Leaders and Boards who recruit … who recruit …

Technicolor PeopleTechnicolor People who are then sent on … who are then sent on …Technicolor QuestsTechnicolor Quests to execute … to execute …

Technicolor (WOW!) ProjectsTechnicolor (WOW!) Projects in partnership with … in partnership with …Technicolor CustomersTechnicolor Customers and … and …

Technicolor SuppliersTechnicolor Suppliers all in pursuit of … all in pursuit of …Technicolor Goals and AspirationsTechnicolor Goals and Aspirations fit for … fit for …

TechTechninicolcoloror Times. Times.

*WSC*WSC

Introspection.Introspection.

Enjoy Enjoy Leading.Leading.

““Warren, I know you Warren, I know you want to want to ‘be’‘be’

president. But do president. But do you want to you want to ‘do’‘do’

president?”president?”

LAUGHLAUGH!!

KNOW KNOW THEMSELVETHEMSELVE

Individuals Individuals (would-be leaders)(would-be leaders) cannot engage in a cannot engage in a

liberating mutual discovery liberating mutual discovery process process unless they are unless they are comfortable with their comfortable with their own skin.own skin. (“Leaders” who are not (“Leaders” who are not

comfortable with themselves become petty comfortable with themselves become petty control freaks.)control freaks.)

Questions:Questions: What do others think of you? What do others think of you? [Are you sure?][Are you sure?] What What do you think of you? do you think of you? [Are you sure?][Are you sure?] What is your impact What is your impact

on others?on others? [Are you sure?][Are you sure?] What is your impact on What is your impact on others?others? [Are you sure?] [Are you sure?] What is your impact on others?What is your impact on others?

[Are you sure?][Are you sure?] What are the “little things” you (perhaps What are the “little things” you (perhaps unconsciously) do that cause people to shrivel—or blossom? unconsciously) do that cause people to shrivel—or blossom? [Are [Are you sure?]you sure?] What do you want? What do you want? [Are you sure?][Are you sure?] Are you aware Are you aware

of your changing moods? of your changing moods? [Are you sure?][Are you sure?] How fragile is your How fragile is your ego? ego? [Are you sure?][Are you sure?] Do you have a true confidant? Do you have a true confidant? [Are you [Are you sure?]sure?] Do you perform brief or not-so-brief self-assessments? Do Do you perform brief or not-so-brief self-assessments? Do you talk too much? you talk too much? [Are you sure?][Are you sure?] Do you know Do you know how how to listen? to listen? [Are you sure?][Are you sure?] DoDo you listen? you listen? [Are you sure?][Are you sure?] What is What is

your style of “hashing things out”? Are you perceived as (a) your style of “hashing things out”? Are you perceived as (a) arrogant, (b) abrasive (c) attentive, (d) genuinely interested in people, arrogant, (b) abrasive (c) attentive, (d) genuinely interested in people,

(e) etc? (e) etc? [Are you sure?][Are you sure?] Are you flexible? Have you changed Are you flexible? Have you changed your mind about anything your mind about anything important important in a while? Are you in a while? Are you

comfortable-uncomfortable with folks on the front line? comfortable-uncomfortable with folks on the front line? Do you Do you think you’re “in touch with the pulse of things around think you’re “in touch with the pulse of things around

here”?here”? [Are You Sure?][Are You Sure?] Are you too emotional/intuitive? Are Are you too emotional/intuitive? Are you too unemotional/rational? Do you spend much time with people you too unemotional/rational? Do you spend much time with people

who are new to you?who are new to you? [Do you think questions like this are [Do you think questions like this are “so much BS”?]“so much BS”?]

4747.. But … But …

Leaders Leaders havehave MENTORSMENTORS..

The Word According to TPThe Word According to TP:: Upon Upon having the Leadership having the Leadership

Mantle placed upon one’s Mantle placed upon one’s head, he/she shall head, he/she shall nevernever

hear the unvarnished hear the unvarnished truth again!* truth again!* (*Therefore, she/he needs one (*Therefore, she/he needs one

faithful compatriot to lay it on with no jelly.)faithful compatriot to lay it on with no jelly.)

The End The End Game.Game.

4848.. Leaders Leaders are … are …

RELENTLESSRELENTLESS..

““This [adolescent] incident [of getting from point A to point B] is notable This [adolescent] incident [of getting from point A to point B] is notable not only because it underlines Grant’s fearless horsemanship and his not only because it underlines Grant’s fearless horsemanship and his

determination, but also it is the first known example of a very important determination, but also it is the first known example of a very important

peculiarity of his characterpeculiarity of his character:: Grant had an Grant had an extreme, almost phobic extreme, almost phobic dislike of turning back dislike of turning back

and retracing his stepsand retracing his steps.. If he If he

set out for somewhere, he would get there somehow, whatever the set out for somewhere, he would get there somehow, whatever the difficulties that lay in his way. This idiosyncrasy would turn out to be one difficulties that lay in his way. This idiosyncrasy would turn out to be one the factors that made him such a formidable general. Grant would always, the factors that made him such a formidable general. Grant would always,

always press on—turning back was not an option for him.”always press on—turning back was not an option for him.”

—Michael Korda, Ulysses Grant

RelentlessRelentless:: “One of “One of

my superstitions had always been my superstitions had always been when I started to go anywhere or when I started to go anywhere or

to do anything,to do anything, notnot to to turnturn backback ,, or stop, or stop,

until the thing intended was until the thing intended was accomplished.”accomplished.” —Grant

““incredible incredible power of power of

endurance”endurance” ——

ppolitical colleague, on Nicolas Sarkozy, repeatedly written off by the olitical colleague, on Nicolas Sarkozy, repeatedly written off by the public andpublic and

the celestial powers of French politics ( the celestial powers of French politics (FTFT, 0515.07), 0515.07)

““Success seems to Success seems to be largely a be largely a

mattermatter

of of hanginghanging onon after others after others have let go.”have let go.” —William —William

Feather, authorFeather, author

Re-Re-lentlent-less-less

25252,5002,500

64644848

5,000,0005,000,0002,500,0002,500,000

25 years25 years2,500 Seminars2,500 Seminars

63 Countries63 Countries

64/Kenya64/Kenya48 States48 States

5,000,000 Miles5,000,000 Miles2,000,000 People2,000,000 People

15 Books15 Books

4949.. Leaders Leaders ??????

““Leadership is the Leadership is the PROCESSPROCESS of of

ENGAGINGENGAGING PEOPLEPEOPLE in in CREATINGCREATING a a

LEGACYLEGACY of of EXCELLENCEEXCELLENCE.”.”

““LEADERS NEED LEADERS NEED TOTO

BE THE ROCK OF BE THE ROCK OF GIBRALTAR ONGIBRALTAR ON

ROLLER BLADES.” ROLLER BLADES.”

5050.. Leaders Leaders Free Free the Lunatic the Lunatic

WithinWithin!!

The greatest dangerThe greatest dangerfor most of usfor most of us

is not that our aim isis not that our aim istoo hightoo high

and we miss it,and we miss it,but that it isbut that it is

too lowtoo lowand we reach it.and we reach it.

MichelangeloMichelangelo

Kevin Roberts’ CredoKevin Roberts’ Credo

11. Ready. Fire! Aim.. Ready. Fire! Aim.2. If it ain’t broke ... Break it!2. If it ain’t broke ... Break it!3. Hire crazies.3. Hire crazies.4. Ask dumb questions.4. Ask dumb questions.5. Pursue failure.5. Pursue failure.6. Lead, follow ... or get out of the way!6. Lead, follow ... or get out of the way!7. Spread confusion.7. Spread confusion.8. Ditch your office.8. Ditch your office.9. Read odd stuff.9. Read odd stuff.

10. 10. Avoid moderationAvoid moderation!!

““You can’t behave You can’t behave in a calm, rational in a calm, rational manner. You’ve got manner. You’ve got to be out there on to be out there on the lunatic fringe.”the lunatic fringe.”

— Jack Welch— Jack Welch

5151.. Leaders Leaders (and Management Gurus)(and Management Gurus)

KnowKnow WHENWHEN TOTO LEAVELEAVE!!

““Excellence can be obtained if you:Excellence can be obtained if you:

... care more than others think... care more than others think is wise;is wise; ... risk more than others think ... risk more than others think is safe;is safe; ... dream more than others think ... dream more than others think is practical;is practical; ... expect more than others think ... expect more than others think is possible.”is possible.”

Source: Anon.Source: Anon. (Posted @ tompeters.com by (Posted @ tompeters.com by K.Sriram, November 27, 2006 1:17 AM)K.Sriram, November 27, 2006 1:17 AM)

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