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EXCELLENCE. ALWAYS. Tom Peters/4 Stitched PPs/18June 2006.

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1 EXCELLENCE. ALWAYS. Tom Peters/4 Stitched PPs/18June 2006

2 #1

3 EXCELLENCE. ALWAYS.

4 25

5 Manhole Cover Madness and More ….

6 Chicagolands Mystery Disappearances …

7 THREE BILLION NEW CAPITALISTS Clyde Prestowitz

8 One Singaporean worker costs as much as … 3 … in Malaysia 8 … in Thailand 13 … in China 18 … in India. Source: The Straits Times/2003

9 Thaksinomics (after Thaksin Shinawatra, PM)/ Bangkok Fashion City: managed asset reflation (add to brand value of Thai textiles by demonstrating flair and design excellence) Source: The Straits Times/2004

10 Forget China, India and the Internet: Economic Growth Is Driven by Women. Headline, Economist, April 15, 2006, Leader, page 14

11 EXCELLENCE. THE MANDATE.

12 If you dont like change, youre going to like irrelevance even less. General Eric Shinseki, Chief of Staff. U. S. Army

13 It is not the strongest of the species that survives, nor the most intelligent, but the one most responsive to change. Charles Darwin

14 We are in a brawl with no rules. Paul Allaire

15 Sams Secret #1!

16 "I think it is very important for you to do two things: act on your temporary conviction as if it was a real conviction; and when you realize that you are wrong, correct course very quickly. Andy Grove

17 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 No. 5. By the time our rivals are ready with wires and screws, we are on version No. 10. It gets back to planning versus acting: We act from day one; others plan how to plan for months. Bloomberg by Bloomberg

18 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

19 Reward excellent failures. Punish mediocre successes. Phil Daniels, Sydney exec

20 Nelsons secret: [Other] admirals more frightened of losing than anxious to win

21 EXCELLENCE. STARTERS.

22 Radio City Music Hall September 2005

23 Franchise Lost! TP: How many of you [600] really crave a new Chevy? NYC/IIR/061205

24 P.P.E.E.R.R.E.

25 People. Product. Execution. Enthusiasm. Relentless. Re-invent. Excellence.

26 Did one of em ever turn to the other and say: Wow, I wonder what unimaginable new tools, otherwise not possible, will be brought forth for my daughter Alice, age 17, because of this deal?

27 My (Less) Dinner with Henri JUSTWHATIZZITUMAKE?

28 My (Less) Dinner with Henri JUST WHAT IS IT YOU MAKE?

29 EXCELLENCE. THE WORD.

30 Synonyms Purity Transcendence Virtue Elegance Majesty Antonyms Mediocrity

31 EXCELLENCE. GAMECHANGER.

32 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

33 What is In Search of Excellence all about: People. Emotion. Engagement. Exuberance. Action-Execution. Empowerment. Independence. Initiative. Imagination. Great Stories. Incredible Adventures. Trust. Caring. Fun. Joy. Customer-centrism. Profit. Growth. Brand You. Dramatic Differences. Experiences that Make You Gasp. Excellence. Always.

34 ExIn*: /Forbes.com DJIA : $10,000 yields $85,000 EI : $10,000 yields $140,050 *Forbes/ Excellence Index /Basket of 32 publicly traded stocks

35 A Comment on Tom Peters in the Context of the Reagan Revolution … Tom Peters and Steve Jobs did more to make business cool for the rest of us than any others. Rich Karlgaard, publisher, Forbes

36 EXCELLENCE. CAUSES. ADVERSARIES.

37 Causes/ Implementation/Small Wins (Stanford GSB/PhD thesis; 1st on implementation per se) EXCELLENCE (as a worthy business pursuit) Management Style/Corporate Culture Soft Ss/7-S (Waterman-Peters complete business model; waaaaay beyond Strategy & Structure) Structure > Strategy (We shape our structures, then they shape us …Churchillian paraphrase) Soft Change Levers (> structure; symbols, patterns & settings) Close to the Customer (novel idea, circa 1982) MBWA (Managing By Wandering Aroundcourtesy a much more intimate than today HP) Productivity through People (novel idea, circa 1982) Chaos/Crazy Times Call for Crazy Organizations Middle-sized companies are cool Re-imagine!/Innovate or Die! Small-ish/Scale & Synergy limits-delusions/anti-Big Mergers

38 Causes/ Women/Market opportunity Women/Leaders (right for the times) Design/Design-as-soul Wow! (Hot language) Weird! Passion!/Enthusiasm!/Exuberance! (as Leader Lever #1) Brand You (or else) PSF = Bedrock (add value or bustevery group must demonstrate economic viability) PSF + Brand You + WOW Projects = New Biz Logic Sales/+R > -C (increasing revenue more important than cutting cost) HealthCare/Wellness-Safety-H5N1 Brand = Talent (best roster wins) New VA Ladder/Products-Services-SOLUTIONS- EXPERIENCES-DREAMKETING (Dream Marketing)- LOVEMARK Different > > Better Boomers & Geezers/marketing to new mega-segment

39 Hardball: Are You Playing to Play or Playing to Win? by George Stalk & Rob Lachenauer/HBS Press The winners in business have always played hardball.Unleash massive and overwhelming force. Exploit anomalies. Threaten your competitors profit sanctuaries. Entice your competitor into retreat. Approximately 640 Index entries: Customer/s (service, retention, loyalty), 4. People ( employees, motivation, morale, worker/s), 0. Innovation ( product development, research & development, new products), 0.

40 M.I.A.*: Talk. (Present.) Listen. (Interview.) Sell. (Life = Sales.) Do. (Execution-Implementation.) Talent. (Recruit-Develop-Retain.) Project Management. (Create. Solicit support. Execution. Adoption-Client Culture Change.) Product. (It.) Innovation. (Design. Creativity. Buzz-building. Politics.) Leadership. (USMA, etc.) E.Q. (Connect.) Culture Change. (Lasting impact.) Diversity. (Cross- cultural Effectiveness.) Career Creation. (Brand You life-lifestyle.) Wellness. (Life.) *B.Schools (M.I.A. or at most B.I.A.barely in action)

41 Adversaries B-schools (crappy at soft skills, implementation, leadership) Strategy-is-all By-the-numbers management Dis-passionate management Focus groups Intuition discounted Leading as an intellectual task Leading without passion Cool language in Hot times Dilbert (accepting cubicle slavery) Bigness per se (severe scale limitationseven at Microsoft) White guys! (not really, but enough already) emphasis in marketing (geezers > youth for foreseeable future) -Cost > +Revenue (cost cutting more important than organic revenue growth) CI (continuous improvement in an age of discontinuous world) LESS THAN THE NO-HOLDS-BARRED PURSUIT OF EXCELLENCE

42 EXCELLENCE. ALWAYS.

43 Why in the world did you go to Siberia?

44 The Peters Principles: Enthusiasm. Emotion. Excellence. Energy. Excitement. Service. Growth. Creativity. Imagination. Vitality. Joy. Surprise. Independence. Spirit. Community. Limitless human potential. Diversity. Profit. Innovation. Design. Quality. Entrepreneurialism. Wow.

45 Business* ** (*at its best) : An emotional, vital, innovative, joyful, creative, entrepreneurial endeavor that elicits maximum concerted human potential in the wholehearted service of others. *** ** Excellence. Always. ***Employees, Customers, Suppliers, Communities, Owners, Temporary partners

46 Business: The Ultimate Creative Endeavor.

47 Business: The Ultimate Personal Development- Growth Experience.

48 Business: The Ultimate Transcendent Service Opportunity.

49 EXCELLENCE. YOU & ME.

50 In Toms world, its always better to try a swan dive and deliver a colossal belly flop than to step timidly off the board while holding your nose.Fast Company /October2003

51 This is the true joy of Life, the being used for a purpose recognized by yourself as a mighty one … the being a force of Nature instead of a feverish, selfish little clod of ailments and grievances complaining that the world will not devote itself to making you happy. GB Shaw/Man and Superman

52 My only goal is to have no goals. The goal, every time, is that film, that very moment. Bernardo Bertolucci

53 Life is not a journey to the grave with the intention of arriving safely in a pretty and well-preserved bodybut rather a skid in broadside, thoroughly used up, totally worn out, and loudly proclaiming, Wow, what a ride! anon.

54 #2

55 Action: You Only Find Oil If You Drill Wells

56 CONTEXT

57 It is not the strongest of the species that survives, nor the most intelligent, but the one most responsive to change. Charles Darwin

58 Pathetic!

59 TP/BW on BigCo Sin #1: too much talk, too little do

60 Ninety percent of what we call management consists of making it difficult for people to get things done. – Peter Drucker

61 Forbes100 from 1917 to 1987: 39 members of the Class of 17 were alive in 87; 18 in 87 F100; 18 F100 survivors underperformed the market by 20%; just 2 (2%), GE & Kodak, outperformed the market 1917 to S&P 500 from 1957 to 1997: 74 members of the Class of 57 were alive in 97; 12 (2.4%) of 500 outperformed the market from 1957 to Source: Dick Foster & Sarah Kaplan, Creative Destruction: Why Companies That Are Built to Last Underperform the Market

62 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

63 A BIAS FOR ACTION

64 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

65 Never forget implementation boys. In our work its what I call themissing 98 percent of the client puzzle. Al McDonald/McKinsey

66 We have a strategic plan. Its called doing things. Herb Kelleher

67 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 (80%)

68 We made mistakes. 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 No. 5. By the time our rivals are ready with wires and screws, we are on version No. 10. It gets back to planning versus acting: We act from day one; others plan how to planfor months. Bloomberg by Bloomberg

69 "I think it is very important for you to do two things: act on your temporary conviction as if it was a real conviction; and when you realize that you are wrong, correct course very quickly. Andy Grove

70 S.A.V.

71 Screw Around Vigorously

72 Sams Secret #1!

73 Fail faster. Succeed sooner. David Kelley/IDEO

74 Fail. Forward. Fast. –High-tech Exec/PA

75 Reward excellent failures. Punish mediocre successes. Phil Daniels, Sydney exec

76 Boyd on TEMPO

77 The most successful people are those who are good at plan B. James Yorke, mathematician, on chaos theory in The New Scientist

78 He who has the quickest O.O.D.A. Loops* wins! * Observe. Orient. Decide. Act./Col. John Boyd

79 OODA Loop/Boyd Cycle Unraveling the competition Quick Transients/Quick Tempo (NOT JUST SPEED!) Agility So quick it is disconcerting [adversary over-reacts or under-reacts] Winners used tactics that caused the enemy to unravel before the fight (NEVER HEAD TO HEAD) BOYD: The Fighter Pilot Who Changed the Art of War (Robert Coram)

80 The stuff has got to be implicit. If it is explicit, you cant do it fast enough. John Boyd BOYD: The Fighter Pilot Who Changed the Art of War (Robert Coram)

81 Tempo!* *Boyd/O.O.D.A. Loops/Mike Leach/Texas Tech

82 70-10/Nebraska/Unk QB 643 yards K.State/ Linemen spread wide/All legals go out for pass/Defenders confused & tire (Boyd/Tempo is not speed/Re-arrange the mind of the enemyT.E. Lawrence)/ By changing the geometry of the game, and pushing the limits of space and time on the gridiron, Mike Leach is taking Texas Tech to some far out places. Michael Lewis (NY Times Magazine, , on Mike Leach/Texas Tech)

83 In war, delay is fatal. Napoleon The only way to whip an army is to go out and fight it. Grant … demonstrating the tactic that would become his hallmark: the immediate move to seek out the enemy and attack him John Mosier, on Grant A good plan executed right now is far preferable to a perfect plan executed next week. Patton

84 Relentless!* *Churchill, Grant, Patton, Welch, Bossidy, Nardelli (GE execs), UPS, FedEx, Microsoft/Gates-Ballmer, Eisner, Weill, eBay, Nixon- Kissinger, Gerstner, Rice, Jordan, Armstrong

85 This [adolescent] incident [of getting from point A to point B] is notable not only because it underlines Grants fearless horsemanship and his determination, but also it is the first known example of a very important peculiarity of his character: Grant had an extreme, almost phobic dislike of turning back and retracing his steps. If he set out for somewhere, he would get there somehow, whatever the difficulties that lay in his way. This idiosyncrasy would turn out to be one the factors that made him such a formidable general. Grant would always, always press onturning back was not an option for him. Michael Korda, Ulysses Grant

86 METABOLIC MANAGEMENT

87 The Leadership11 1. Talent Management 2. Metabolic Management 3. Technology Management 4. Barrier Management 5. Forgetful Management 6. Metaphysical Management 7. Opportunity Management 8. Portfolio Management 9. Failure Management 10. Cause Management 11. Passion Management

88 The secret of fast progress is inefficiency, fast and furious and numerous failures. Kevin Kelly

89 Active mutators in placid times tend to die off. They are selected against. Reluctant mutators in quickly changing times are also selected against. Carl Sagan & Ann Druyan, Shadows of Forgotten Ancestors

90 How we feel about the evolving future tells us who we are as individuals and as a civilization: Do we search for stasisa regulated, engineered world? Or do we embrace dynamisma world of constant creation, discovery and competition? Do we value stability and control or evolution and learning? Do we think that progress requires a central blueprint, or do we see it as a decentralized, evolutionary process?? Do we see mistakes as permanent disasters, or the correctable byproducts of experimentation? Do we crave predictability or relish surprise? These two poles, stasis and dynamism, increasingly define our political, intellectual and cultural landscape.Virginia Postrel, The Future and Its Enemies

91 If things seem under control, youre just not going fast enough. Mario Andretti

92 Im not comfortable unless Im uncomfortable. Jay Chiat

93 If it works, its obsolete. Marshall McLuhan

94 Bossidy on EXECUTION

95 I saw that leaders placed too much emphasis on what some call high- level strategy, on intellectualizing and philosophizing, and not enough on implementation. People would agree on a project or initiative, and then nothing would come of it. Larry Bossidy & Ram Charan/Execution: The Discipline of Getting Things Done

96 Execution is the job of the business leader. Larry Bossidy & Ram Charan/ Execution: The Discipline of Getting Things Done

97 Execution is a systematic process of rigorously discussing hows and whats, tenaciously following through, and ensuring accountability. Larry Bossidy & Ram Charan/ Execution: The Discipline of Getting Things Done

98 Realism is the heart of execution. Larry Bossidy & Ram Charan/Execution: The Discipline of Getting Things Done

99 robust dialogue Larry Bossidy & Ram Charan/ Execution: The Discipline of Getting Things Done

100 GE has set a standard of candor. … There is no puffery. … There isnt an ounce of denial in the place. Kevin Sharer, CEO Amgen, on the GE mystique (Fortune)

101 The person who is a little less conceptual but is absolutely determined to succeed will usually find the right people and get them together to achieve objectives. Im not knocking education or looking for dumb people. But if you have to choose between someone with a staggering IQ and an elite education whos gliding along, and someone with a lower IQ but who is absolutely determined to succeed, youll always do better with the second person. Larry Bossidy/ Execution: The Discipline of Getting Things Done

102 Duct Tape Rules!Andrew Higgins, who built landing craft in WWII, refused to hire graduates of engineering schools. He believed that they only teach you what you cant do in engineering school. He started off with 20 employees, and by the middle of the war had 30,000 working for him. He turned out 20,000 landing craft. D.D. Eisenhower told me, Andrew Higgins won the war for us. He did it without engineers. Stephen Ambrose/Fast Company

103 The Leaders Seven Essential Behaviors *Know your people and your business *Insist on realism *Set clear goals and priorities *Follow through *Reward the doers *Expand peoples capabilities *Know yourself Source: Larry Bossidy & Ram Charan, Execution: The Discipline of Getting Things Done

104 Action8/VPMR+/Peters on Bossidy *External Focus (Competitors/Customers) *Realism/Truth-telling * Vision * Projects (Must add up to Vision) * Milestones *Commitment/Energy * RapidReview *Consequences (+/-)

105 M + P = V

106 TACTIC #1

107 Culture of Prototyping Effective prototyping may be the most valuable core competence an innovative organization can hope to have. Michael Schrage

108 EXCELLENCE. 4/40.

109 4/40

110 De-cent- ral-iz- a-tion!

111 Ex-e- cu-tion!

112 Ac-count- a-bil-ity!

113 6:15A.M.

114 K.I.S.S.

115 450/8

116 I wanted GE to operate with the speed, informality, and open communication of a corner store. Corner stores often have strategy right. With their limited resources, they have to rely on laser-like focus on doing one thing very well. Jack Welch/Fortune/04.05

117 Lees Rule: Run It off a Blackberry!

118 The art of war does not require complicated maneuvers; the simplest are the best, and common sense is fundamental. From which one might wonder how it is generals make blunders; it is because they try to be clever. Napoleon on Simplicity, from Napoleon on Project Management by Jerry Manas.

119 BIAS

120 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

121 Importance of Success Factors by Various Gurus/ Estimates (Unreliable) by Tom Peters Strategy Systems Passion/ Execution Leadership Porter 45% Drucker 35% Bennis 20% Peters 15%

122 MBWA

123

124 25

125 Mark McCormack : 5,000 miles for a 5 min. meeting !

126 The first and greatest imperative of command is to be present in person. Those who impose risk must be seen to share it. John Keegan, The Mask of Command

127 LET US MARCH

128 A man approached JP Morgan, held up an envelope, and said, Sir, in my hand I hold a guaranteed formula for success, which I will gladly sell you for $25,000. Sir, JP Morgan replied, I do not know what is in the envelope, however if you show me, and I like it, I give you my word as a gentleman that I will pay you what you ask. The man agreed to the terms, and handed over the envelope. JP Morgan opened it, and extracted a single sheet of paper. He gave it one look, a mere glance, then handed the piece of paper back to the gent. And paid him the agreed-upon $25,000.

129 1. Every morning, write a list of the things that need to be done that day. 2. Do them. Source: Hugh MacLeod/tompeters.com/NPR

130 Do them !

131 In classical times when Cicero had finished speaking, the people said, How well he spoke, but when Demosthenes had finished speaking, they said,Let us march. Adlai Stevenson

132 Let us march.

133 Nelsons secret: [Other] admirals more frightened of losing than anxious to win

134 A year from now you may wish You had started today. Karen Lamb

135 You only find oil if you drill wells. T he Hunters, by John Masters, Canadian O & G wildcatter

136 TP/Chile: I dont know if it is possible. I do know itsnecessary.

137 #3

138 ALL YOU NEED TO KNOW* *more or less

139 Cause

140 Create a cause, not a business. Gary Hamel

141 Management has a lot to do with answers. Leadership is a function of questions. And the first question for a leader always is:Who do we intend to be? Not What are we going to do? but Who do we intend to be? Max De Pree, Herman Miller

142 We are a life Success Company Dave Linegar, founder, RE/MAX

143 Artist

144 Leader Job 1 Paint Portraits of Excellence !

145 I never, ever thought of myself as a businessman. I was interested in creating things I would be proud of.Richard Branson

146 People

147 Brand = Talent.

148 Leaders do people. Anon.

149 Our Mission To develop and manage talent; to apply that talent, throughout the world, for the benefit of clients; to do so in partnership; to do so with profit. WPP

150 Decency

151 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

152 Grace

153 Thank you

154 The two most powerful things in existence: a kind word and a thoughtful gesture. Ken Langone

155 Rodales on Grace … elegance … charm … loveliness … poetry in motion … kindliness.. benevolence … benefaction … compassion … beauty

156 Intangibles

157 Hard is soft. Soft is hard.* *In Search of Excellence

158 Self- management

159 The First step in a dramatic organizational change program is obvious dramatic personal change! RG

160 You = Your Calendar

161 You must be the change you wish to see in the world. Gandhi

162 Before you can inspire with emotion, you must be swamped with it yourself. Before you can move their tears, your own must flow. To convince them, you must yourself believe. Winston Churchill

163 MBWA

164 The first and greatest imperative of command is to be present in person. Those who impose risk must be seen to share it. John Keegan, The Mask of Command

165 A body can pretend to care, but they cant pretend to be there. Texas Bix Bender

166 You cant lead a cavalry charge if you think you look funny on a horse. John Peers, President, Logical Machine Corporation

167 Curiosity

168 Why?

169 Ears

170 If you dont listen, you dont sell anything. Carolyn Marland/MD/Guardian Group

171 Conformity

172 Companies have defined so much best practice that they are now more or less identical. Jesper Kunde, Unique Now... or Never

173 To grow, companies need to break out of a vicious cycle of competitive benchmarking and imitation. W. Chan Kim & René Mauborgne, Think for Yourself Stop Copying a Rival, Financial Times/

174 The short road to ruin is to emulate the methods of your adversary. Winston Churchill

175 Action

176 We have a strategic plan. Its called doing things. Herb Kelleher

177 A man approached JP Morgan, held up an envelope, and said, Sir, in my hand I hold a guaranteed formula for success, which I will gladly sell you for $25,000. Sir, JP Morgan replied, I do not know what is in the envelope, however if you show me, and I like it, I give you my word as a gentleman that I will pay you what you ask. The man agreed to the terms, and handed over the envelope. JP Morgan opened it, and extracted a single sheet of paper. He gave it one look, a mere glance, then handed the piece of paper back to the gent. And paid him the agreed-upon $25,000.

178 1. Every morning, write a list of the things that need to be done that day. 2. Do them. Source: Hugh MacLeod/tompeters.com/NPR

179 Focus

180 Dennis, you need a To-dont List !

181 I used to have a rule for myself that at any point in time I wanted to have in mind as it so happens, also in writing, on a little card I carried around with me the three big things I was trying to get done. Three. Not two. Not four. Not five. Not ten. Three. Richard Haass, The Power to Persuade

182 Change

183 If you dont like change, youre going to like irrelevance even less. General Eric Shinseki, Chief of Staff. U. S. Army

184 Im not comfortable unless Im uncomfortable. Jay Chiat

185 The most successful people are those who are good at plan B. James Yorke, mathematician, on chaos theory in The New Scientist

186 Relentless

187 This [adolescent] incident [of getting from point A to point B] is notable not only because it underlines Grants fearless horsemanship and his determination, but also it is the first known example of a very important peculiarity of his character: Grant had an extreme, almost phobic dislike of turning back and retracing his steps. If he set out for somewhere, he would get there somehow, whatever the difficulties that lay in his way. This idiosyncrasy would turn out to be one the factors that made him such a formidable general. Grant would always, always press onturning back was not an option for him. Michael Korda, Ulysses Grant

188 Richard & Kevin

189 Sir Richards Rules: Follow your passions. Keep it simple. Get the best people to help you. Re-create yourself. Play.

190 Kevin Roberts Credo 1. Ready. Fire! Aim. 2. If it aint broke... Break it! 3. Hire crazies. 4. Ask dumb questions. 5. Pursue failure. 6. Lead, follow... or get out of the way! 7. Spread confusion. 8. Ditch your office. 9. Read odd stuff. 10. Avoid moderation!

191 Passion & Enthusiasm

192 I am a dispenser of enthusiasm. Ben Zander

193 Nothing is so contagious as enthusiasm. Samuel Taylor Coleridge

194 A man without a smiling face must not open a shop. Chinese Proverb* *Courtesy Tom Morris, The Art of Achievement

195 Hustle

196 Most important, he upped the energy level at Motorola.Fortune on Ed Zander/08.05

197 Sunny

198 Ronald Reagan radiated an almost transcendent happiness. Lou Cannon

199 A leader is a dealer in hope. Napoleon

200 Aim High

201 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. Michelangelo

202 Beware of the tyranny of making Small Changes to Small Things. Rather, make Big Changes to Big Things. Roger Enrico, former Chairman, PepsiCo

203 Stay Hungry. Stay Foolish. Steve Jobs

204 Dream

205 the wildest chimera of a moonstruck mindThe Federalist on TJs Louisiana Purchase

206 Tell me, what is it you plan to do with your one wild and precious life? Mary Oliver

207 Sell

208 . Everyone lives by selling something. – Robert Louis Stevenson

209 Value- added

210 $798

211 $415/SqFt $798/SqFt

212 Experience

213 Experience: Rebel Lifestyle! What we sell is the ability for a 43-year-old accountant to dress in black leather, ride through small towns and have people be afraid of him. Harley exec, quoted in Results-Based Leadership

214 No Limits

215 You do not merely want to be the best of the best. You want to be considered the only ones who do what you do. Jerry Garcia

216 !

217 #4

218 The Irreducible209+/ Sales122/60TIBs Tom Peters/

219 The Irreducible209

220 A frustrated participant at a seminar for investment bankers in Mauritius listened impatiently to my explanation of differences of opinion among me, Mike Porter, Gary Hamel, Jim Collins, etc. Finally, hed had enough.What, if anything, he asked, do you believe for sure? I mumbled something, but his query started rumbling around in my mind. Three days later, wandering on a Sunday in London, the idea of the irreducibles occurred to meand I started jotting down notes on stuff I do indeed believe for sure. Before I knew it, a few days later, the list had grown to 209 items. Hence The Irreducible209 that follows. Tom Peters

221 1. Hare 1, Tortoise 0. (Hare-y times.) 2. Tempo. (O.O.D.A.) 3. MBWA. 4. Appreciation. (Motivator #1.) (Cant be faked. Good.) 5. Decency. 6. Hurry. 7. Time out. 8. One matters. 9. Big change. Short time. (Alt not work.) 10. Excellence. Always. 11. Passion. Energy. Hustle. Enthusiasm. Exuberance. (Move mountains. No alt.) 12. You must care. 13. Emotion. 14. Hard is soft. (Soft is hard.)

222 15. Men. Women. Different. Contend. Connect. 16. Women. Buy. All. (RU listening?) 17. Quality. (Mind-blowing. Beyond 6-Sigma.) 18. Re-invent. Re-pot. (Required.) 19. Jaywalk. 20. Big change. Small # of people. (Always.) 21. Experiment. Now. 22. Failure. Normal. 23. Most failures, most success. (Fail. Forward. Fast.) 24. Reward excellent failures. Punish mediocre successes. 25. Women leaders. (Altered times.) 26. Extremism. (Good business. Bad politics.) 27. Innovation source. Only. Extreme irritation. 28. Smile.

223 29. You must care. 30. Mentor. (Highest ROI.) 31. Best roster wins. 32. Wow. (Okay in biz.) 33. We all have customers. (Biz. Personal.) 34. All contacts = Experiences. 35. Cirque du Soleil. (Peerless.) 36. Leaders create space for growth. 37. Quests. (Only.) 38. High aspirations, high results. (Self-fulfilling prophecy.) 39. Attitude 1, Skills 0. (Mostly.) (Attitude 1, Skill 0.3?) 40. Sometimes: Skill 1, Attitude Must love, not like. 42. Wegmans. (No excuses. Mere groceries.) 43. Less than your best. Cheating.

224 44. Brand You. (No alt.) 45. Self-sufficiency. (Biggest LT turn-on.) 46. In the moment. 47. The moment wins. 48. Tomorrow = Never. 49. Action 1, Plan Execution can be a system. 51. Realism. 52. Own up. Move on. 53. Accountability. 54. Work hard > Work smart. (Mostly.) 55. Feedback. Necessary. Fast. (R.F.A. in RFA times.) 56. Customers. Listen. Lead. (Paradox.) 57. On stage. Always. (GW, FDR, RG = Supreme actors.)

225 58. Master statistical analysis. 59. Excellence = Set the table. 60. Legacy. (Will it have mattered?) 61. Great. (Why not?) 62. Radicals rule. (Think … Olympics.) 63. !!! = Good. 64. Red 1, Brown 0. (Red times.) 65. Talk. Listen. (Big 2. Master.) 66. Politics. (Normal-inevitable state of affairs. Master.) 67. Student. Forever. 68. Why? (Question #1.) 69. Dont belittle. 70. Respect. 71. All we have: this moment. (Moments matter most?) 72. Now. (Procrastination. Death.)

226 73. Exercise. 74. Paint. (Leader. Portraits of Excellence.) 75. Best story wins. 76. You must be the change you wish to see in the world. 77. Two big ones. Max. (Priorities.) 78. No I in Team. (I in Win.) 79. I in Win. (No I in Team.) 80. Different 1, Better 0. (Better = 0.1) 81. Imitation = Mistake. (Learn, from who?) 82. Choose/battle the right competitor. 83. Schools. Creativity. Entrepreneurship. (Not.) 84. MBAs. Creativity. Entrepreneurship. Leadership. (Not.) 85. Design. Under-rated. Wildly. (Still.) (Everything.)

227 86. You = Calendar. (Calendar. Never. Lies.) 87. Laugh. 88. Handshake. (Quantity. Quality.) 89. Dont fold your hands in front of your chest. Ever. (Never.) 90. Grace. (Works in biz.) 91. Weird. Wins. (Weird times.) 92. Crazy times. Crazy orgs. 93. Internet. All. 94. Women. Boomers-Geezers. Market. All. 95. Passion. (Repeat. So what?) 96. Energy. (Repeat. So what?) 97. Hustle. (Repeat. So what?) 98. Enthusiasm. (Repeat. So what?) 99. Exuberance. (Repeat. So what?) 100. Smile. (Repeat. So what?) 101. Care. (Repeat. So what?)

228 102. Simplicity. Redundancy. Resilience. Bloody- mindedness. Visible optimism. (Success.) 103. Act. (Repeat. So what?) 104. Appreciate. (Repeat. So what?) 105. Fun. (Biz. Why not?) 106. Joy. (Biz. Why not?) 107. Sales = Life Marketing = Life Long-term. Top line Great company = Creates the most individual success stories. (RE/MAX) 111. Talent first, performance byproduct Sustained Wow* 1, Shareholder value, 0.2 (*Product, People.) 113. Commitment, by invitation only Creativity, by invitation only HR = #1. (Ought to.) 116. Face-to-face. (5K miles, 5 minutes.)

229 117. Negotiation. Make all winners. (Save face.) 118. Grace makes enemies friends Network Invest in relationships. (Think ROIR. Return On Investment in Relationships.) 118. Relationship investment. Forethought. Calendar item. Intensity Innovation. Easy. (Hang out with weird.) 120. Weird = Win. (Weird times.) 121. The bottleneck is at the top of the bottle Good Board = Weird Board. (At least, surprising.) 123. No contention, no progress.

230 124. Crucial conversations. Crucial confrontations. (Study. Learn. Do.) 125. Honest feedback Gaspworthy. Yes Insanely great Astonish me Make it immortal Will you remember it in 20 years? 131. No small opportunities. (Reframe.) 132. One playmate, one playpen = Enough End run. Sensible Allies are there for the finding Find successes. Build on successes. (Pos > Neg. Encourage > Fix.) 136. Somebodys doing it today. Find em Someone is living 2016 in (Find em. Study em.)

231 138. Dont benchmark, futuremark. (2016. Happening. Somewhere.) 139. PMA. It works There are no experts. (You are the expert.) 141. Life is short Sustained success. Fat chance. Make today matter. (Sustained. Ha.) 143. Collaborate. (Networked world.) 144. Go solo. (Individual. Unit of Intellectual Capital.) 145. There are no perfect plans. (Do. Wins.) 146. Plans motivate. (Right or wrong. Sense of purpose.) 147. Never rest Get some sleep Winning = Embracing paradox Ambiguity = Opportunity.

232 151. Resilience Relentless-ness None. Above. Comeuppance. (GM. Sears. U.S. Steel. DEC.) 154. Be yourself. Period Never work with jerks. Including customers. (Life. Too short.) 156. Under-promise, over-deliver Talent. (Powerful word.) 158. Customer = Anyone whose actions affect your results Competition stinks. (Seek the soft spots where you can dominate.) 160. K.I.S.S./Keep It Simple, Stupid Beauty. (Good biz word.) 162. See the beauty in a hamburger bun. (Go. Ray.)

233 163. Own up. Quick. ( Denial. Cancer.) 164. Celebrate. Often people = 78 approaches. (Each. Unique.) 166. Weed. Ceaselessly. (Prune. Stupid. Rules. Non-stop.) 167. Get out of the way. (You = The problem.) 168. Smile. Sunny. Optimism. (If it kills you.) 169. Flowers. (Cheery workplace.) 170. Enjoy. (Or get the hell.) 171. Be intolerant of sour. (1 = Major pollution) 172. No quick trigger on promotion. (Too important.) 173. Evaluation = Lots of study-time Evaluation = Life or death to evaluee evaluation. No fad Exit when youre done. (Done. Sooner than you think.)

234 177. Today. Now. My Project. Am. Is. I. Period Beautiful systems. (Good biz phrase. Not oxymoron.) 179. Build on strengths > Fix weaknesses To dont = To do. (To dont > To do ?) 181. Leaders Do People. (Period.) 182. Leaders enjoy leading Serious leadership training = Serious Priorities. Obvious. (Or else.) Priorities = 0 Priorities. (3 Priorities = 0 Priorities?) 186. People. First. Last. Always It. Is. Always. The. People.

235 188. Handshake. (Quantity. Quality.) 189. Dont fold your hands in front of your chest. Ever. (Never.) 190. Simplicity. Redundancy. Resilience. Bloody-mindedness. Visible optimism. (Success.) (Repeat.) 191. Employee Entrance = Guest Entrance Put the customer SECOND. (Thanks, Hal.) 193. Flowers. (Or did I say that before? No matter if I did.) 194. Big Mergers dont work. Small acquisitions can/do workif you dont screw with their energy.

236 195. Instinctively head for the front line. (In all contexts.) 196. Success = DDMMPR/"D-squared, M-squared, PR = DramDiff + Money-Financial Acumen + Good Marketing Instincts + Stellar People + Resilience (The fab five: What. Every. Small. Biz. Needs.) (Big too.) 197. Core Mechanism (Game-changing Solutions): PSF (Professional Service Firm model) + Wow! Projects (Different vs Better) + Brand You (Distinct or Extinct) /2016 has already happened. Find it.

237 199. Kids know kids. Oldies know oldies. Women know women. (Staff accordingly.) 200. Everybody is my customer Cosset vendors I want to run a Housekeeping department. (And you?) 203. The military doesnt follow the military model. (Initiative = Excellence.) 204. No such thing as going to absurd lengths to serve the Customer. (HSM & Lefties.) 205. Forget the customer. All = Clients It takes decades to get over sleights. (So dont sleight.) 207. Dont dumb down. Ever.

238 208. NO LESS THAN EXCELLENCE. EVER EXCELLENCE. ALWAYS.

239 Work In Progress XXX. One size fits. One. Only. (Evaluations. Period.) XXX. Teaching. Individualized. Only. (6 billion people = 6 billion learning trajectories.) (Montessori.) XXX. First impression. Matters. Shapes all that comes. Hard to overcome. (Understatement.) XXX. Jerks. Dont work with. (Life = Too short.) XXX. Manage [the hell out of] first impressions. XXX. Last impression. Matters. Dominates memory. Hard to overcome. (Understatement.) XXX. Manage [the hell out of] last impressions. XXX. Plain English. XXX. K.I.S.S. (450/8.) XXX. $798. $55,000,000,000. 3,000,000,000. 7AM-7PM. 6:15AM. XXX. Donnelly Weatherstrip rules. XXX. Managers do things right. Leaders do the right thing. NOT.

240 GE (more or less) : The Sales122: 122 Ridiculously Obvious Thoughts About Selling Stuff Tom Peters/

241 This list was first prepared for GE Energy sales & marketing people in January. It started with a half-dozen items, and grew like Topsy. Possibly, given its origins, its a little tilted toward complex, engineering- based sales. In any event, it makes a perfect companion to The Irreducibles209. This, too, is effectively a list of irreducibles. Tom Peters

242 1. Strategy overrated, simply doin stuff underrated. See Kelleher and Bossidy: We have a strategic plan, its called doing things.Herb Kelleher. Execution is a systematic process of rigorously discussing hows and whats, tenaciously following through, and ensuring accountability. Larry Bossidy & Ram Charan/ Execution: The Discipline of Getting Things Done. Action has its own logicask Genghis Khan, Rommel, COL John Boyd, U.S. Grant, Patton, W.T. Sherman. 2. What are you personally great at? (Key word: great.) Play to strengths! Distinct or Extinct. You should aim to be outrageously good/B.I.W. at a niche area (or more). 3. Are you a personality, a de facto brand in the industry? The Dr Phil of Opportunism (with a little forethought) mostly wins. (Successful people are the ones who are good at Plan B.) 5. Little starts can lead to big wins. Most true winnersthink search & Googlestart as something small. Many big deals Disney & Pixarcould have been done as little-er deals if youd had the guts to jump before the value became obvious.

243 6. Non-obvious targets have great potential. Among many other things, everybody goes after the obvious ones. Also, the non-obvious are often good Partners for technology experiments. 7. The best relationships are often (usually?) not top to top! (Often the best: hungry division GMs eager to make a mark.) 8. ITS RELATIONSHIPS, STUPIDDEEP AND FROM MULTIPLE FUNCTIONS. 9. In any public-sector business, you must become an avid student of the politics, the incentives and constraints, mostly non-economic, facing all of the players. Politicians are usually incredibly logicalif you (deeply!) understand the matrix in which they exist. 10. Relationships from within our firm are as important often more importantas those from outsideagain broad is as important as deep. Alliesavid supporters!within and from non-obvious places may be more important than relationships at the Client organization. Goal: an insanely unfair market share of insiders time devoted to your projects!

244 Everyone lives by selling something. Robert Louis Stevenson

245 11. Interesting outsiders are essential to innovative proposal and sales teams. An exciting sales-proposal team is as important as a prestigious one. 12. Is the proposal-sales team weird enoughweirdos come up with the most interesting, game-changer ideas. Period. 13. Lunch with at least one weirdo per month. (Goal: always on the prowl for interesting new stuff.) 14. Gratuitous comment: Lunches with good friends are typically a waste of (professional) time. 15. Dont short-change (time, money, depth) the proposal process. Miss one tiny nuance, one potential incentive that makes my day for a key Client playerand watch the whole gig be torpedoed. 16. Sticking with it sometimes pays, sometimes notit takes a lot of tries to forge the best path in. Sometimes you never do, after a literal lifetime. (Ah, life.) 17. WOMEN ARE SIMPLY BETTER AT RELATIONSHIPSdont get hung upparticularly in tech firmson what industries- countries women cant do. (Or some such bullshit.)

246 18. Work incessantly on your storymost economic value springs from a good story (think Perrier)! In sensitive public or quasi-public negotiations, a compelling story is of immense valuepolitics is about the tension among competing stories. (If you dont believe me, ask Karl Rove or James Carville.) (Storytelling is the core of culture. Branded Nation: The Marketing of Megachurch, College Inc., and Museumworld, James Twitchell) 19. Call this 18A, or 18 repeat: Become a first-rate Storyteller! (A key – perhaps the key – to leadership is the effective communication of a story.Howard Gardner, Leading Minds: An Anatomy of Leadership) 20. Risk Assessment & Risk Management is more about stories than advanced mathi.e., brilliant scenario construction. 21. Good listeners are good sales people. Period. 22. Lousy listeners are lousy sales people. Period. 23. GREAT LISTENERS ARE GREAT SALES PEOPLE. (Listening skills are hard to learn and subject to immense effort in pursuit of Mastery. A virtuoso listener is as rare as a virtuoso cello player.) (If you dont listen, you dont sell anything.Carolyn Marland/MD/Guardian Group)

247 24. Things that are funny to me (American) are often-mostly not funny to those in other cultures. (Humor is as fine-edged as it gets, and rarely travels.) 25. You dont know Jack Squat about other peoples cultures especially if you are a typically myopic American. (Like me.) 26. Are you a great interviewer? Its a make or break skill. (Think Barbara Walters skill at extracting unwanted truths from pros in persona-protection... in front of 10s of millions of people. 27. Are you a great (not merely good) presenter? Mastering presentation skills is a lifes workwith stupendous payoff. 28. Work like hell on the Big 2: LISTENING/INTERVIEWING, PRESENTING. These are the essence of [sales] lifeand usually picked-up in an amateurish fashion. Mistake! (Become a professional student of these two areas, achieve Mastery.) 29. Are you good at flowers? Think: FLOWER POWER! (see Harvey Mackays Mackay 66what you should know about a Client; e.g., birthdays & anniversaries.) (My flowers budget is out of control. Hooray for me.) 30. You cant do it allbe clear at what you are good at, bad at, indifferent at. Hubris sucks.

248 If you dont listen, you dont sell anything. Carolyn Marland/ Managing Director/ Guardian Group

249 31. The point is not to prove yourself. (Thats ego-talk.) Let the best person present to the Clientperhaps a lower level geek. (Control freaks get their just desserts in the long haul or sooner.) 32. The numbers will more or less take care of themselves over the long haulif the relationship/s is/are solid gold. 33. The Gold Standard in selling: INDISPENSABLE to the Client. No other goal is worthy. 34. Never stop growing-broadening-deepening the relationship. The key to indispensability is to get the Client more and more … and more … and then more … imbedded in our web. Hence the so-called selling process is only the first step! 35. USE THE WORD WE … CONSTANTLY & RELIGIOUSLY! (E.g.: Wethe Client & meare going to change the world with this service.) 36. Dont waste your time on jerksitll rarely work out in the mid- to long-term. 37. Genius is walking away from lousy scores (deals)and accepting the attendant heat. Big Business is the premier home to Big Egos overpaying by a factor of 2 to 22 with billion$$$$ at stake. (Think Jerry Levin and AOL Time Warner.)

250 38. You havent a clue as to how this situation will actually play outbe prepared to move fast in a different direction. 39. Keep your word. 40. KEEP YOUR WORD. 41. Underpromise (i.e., dont over-promise; i.e., cut yourself a little slack) even if it costs you businesswinning is a long-term affair. Over-promising is Sign #1 of a lack of integrity. You will pay the piper. 42. There is such a thing as a good lossif youve tested something new and developed good relationships. A half-dozen honorable, ingenious losses over a two-year period can pave the way for a Big Victory in a New Space in year Its a competitive world out there. New, innovative products are harder to sell than old stand-bys. Nonetheless, you will be a long-term star to the extent that you are willing to push the harder-to-sell-at-the-moment Innovative Products that cement long-term Client success (Indispensability!) even if it means a #s hit this quarter. PART OF YOUR JOB: TAKE CLIENTS ON AN ADVENTURE THAT PUTS THEM AHEAD OF THE GAME CALLED (GAMECHANGINGhopefully) COMPETITIVE ADVANTAGE!

251 44. Think legacywhat the hell is all this really about for you and the world? (Tell me, what is it you plan to do with your one wild and precious life? Mary Oliver) 45. THERE ARE NO MODERATES IN THE HISTORY BOOKS! 46. Keep it simple! (Damn it!) No matter how sophisticated the product. If you cant explain it in a phrase, a page, or to your 14- year-old... you havent got it right yet. 47. Know more than the next guy. Homework pays. (of course its obviousbut in my work it is too often honored in the breach.) 48. Regardless of project size, winning or losing invariably hinges on a raft of little stuff. Little stuff is and always has been everything!!!!!!!!!!!!!!!!!!!!or, one mans little stuff is another mans 7.6 Richter deal-breaker. 49. In public settings in particular, face saving is all. When something changes, allow the other guy to come out looking like a winner, especially if he has lost. (Even if you must accept the egg on your facehe will always remember you!) 50. Dont hold grudges. (It is the ultimate in small mindedness and incredibly wasteful and ineffective. Theres always tomorrow.)

252 51. ITS ALWAYS THE POLITICSwee private-sector deal or giant public sector deal. (Every player, small or large, is angling for something. Master the calculus of advantage.) 52. To beat the turnover problem in key Client posts amidst long negotiations, invest outrageous amounts of time building a wide & deep set of relationships with mid-level (& lower!!) plodding careerists. The invisible careerists are the bedrock upon which repeated success is built! (My Capitol Hill Axiom: Its the 24-year-old LA who in the end briefs the Senator right before she goes to the Floor to vote.) 53. Speaking of she: Gender differences are Enormous dealing with a woman and dealing with a man are different kettles of fishyou must become an A+ student of gender differences. (E.g.: Men are typically more interested in the short-term score. Women are more interested in the long- term consequences.) 54. LITTLE PEOPLE OFTEN HAVE BIG FRIENDS. 55. This is not war, damn it. All parties can win (or not lose, anyway). And losing bidders can walk away from a deal with increased respect for you and your team.

253 56. Never, ever dump on a competitorthe Tom Watson IBM glory-days mantra. 57. Never forget the Law of Cousins! In developing nations in particular, power brokers at all levels are at least cousins! Consideration for a second cousin can pay off big time. 58. Speaking of favors, jail sucks. 59. Work hard beats work smart. (Mostly.) 60. REPEAT: HE/SHE WHO HAS THE MOST-BEST RELATIONSHIPS WINS. RELATIONSHIPS ARE THE ESSENCE OF THE WORK OF THE SALESPERSON. THE HARD... AND LONG... WORK OF THE SALESPERSON. 61. Mano v mano hardball is seldom the answerend runs based and patient multi-level relationship building via deeper- wider networks win. 62. If the deal is wired from below, truly wired, than the so- called big negotiations are essentially irrelevant. 63. If every quarter is a little better than the prior quarter then you are not taking any serious risks. 64. Phones beat .

254 Nothing is so contagious as enthusiasm. Samuel Taylor Coleridge

255 65. A THREE-MINUTE CALL TODAY CAN AVOID A GAME-LOSER OF A FIASCO NEXT MONTH. There was always a time when a little thing could have been addressed that headed off a subsequent big thing. As to avoiding that call, didnt someone say, Pride goeth before the fall? 66. Be hyper-organized about relationship managementyou are in the anthropology business. Study the great pols! Brilliant NRM (network relationship management) is not accidental! It is not catch-as-catch can. (Football analogies are cutebut deep political understanding pays the private-school tuition.) 67. Obsess on ROIR (Return On Investment In Relationships). 68. THANK YOU NOTES: Worlds highest-return investment!! 69. The way to anyones heart: Doing a nice thing for their kid. (But, gawd, does this take a gentle touch.) 70. Scoring off other people is stupid. Winners are always in the business of creating the maximum # of winnersamong adversaries at least as much as among partners. 71. Your colleagues successes are your successes. Period. (Trust me, my greatest personal successfinancially as well as artisticallyhas been creating a bigger pond in which everyone wins, even if my market share is down.)

256 72. Lend a helping hand, especially when you dont have the time. E.g. share relationshipsthe more you give away the more you get in return (just like they say in church). 73. Listen up: 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. (I.e., Respect is Cool.) 74. Mentoring is a thrilland the practical payoff is enormous. The best mentors have the whole world working its buns off for them! 75. Hire for enthusiasm. Promote for enthusiasm. Cherish enthusiasm. REMOVE NON-ENTHUSIASTSTHEY ARE CANCERS. (Nothing is so contagious as enthusiasm. Samuel Taylor Coleridge. A man without a smiling face must not open a shop.Chinese Proverb.) 76. ITS ALWAYS YOUR PROBLEMyou sold it to them.

257 77. Its never over: While there may be an excellent service activity in your company, the relationship belongs to You! Hence the aftersales moments of truth are at least asif not more than*--important to the Continuing Relationship as the sale transaction itself. (*I vote for more than.) Youll get your biggest points with the Client for being an effective after-the-fact go-between with your company. 78. Dont get too hung up on systems integrationfirst & foremost, the individual bits have got to work. 79. For Gods sake dont over promise on systems integrationits nigh on impossible to deliver. 80. On the other hand … winners clamber Up the Value-added Ladder, and offer ever so much more than mere product. ALL SUCCESSFUL SALES PEOPLE ARE IN THE SOLUTIONS BUSINESSno matter how jargony that may sound.

258 81. Systems / Solutions selling means grappling directly with culture change in Client organizations. (The business of selling is not just about matching viable solutions to the customers that require them. Its equally about managing the change process the customer will need to go through to implement the solution and achieve the value promised by the solutionJeff Thull, The Prime Solution: Close the Value Gap, Increase Margins, and Win the Complex Sale) 82. Shit happens. Thats what they pay you for. 83. This is not a GE or Ben & Jerrys saleit is a Joe Jones/Jane Jones sale. YOU ARE THE BRAND THE CLIENT BUYSespecially over the long haul. 84. Duh: You make money, the company makes moneyon repeat business. 85. Masteryes, youthe PR Game. Word of Mouth is not accidental! You want Word of Mouth? Make it happen! 86. GOAL #1: MAKE YOUR CLIENT A HEROYOU ARE NOT THERE TO GET CREDIT. (Taking credit is for egomaniacs. And losers.) 87. Decent margins, over the mid- to long-term, are a product of better relationships, not better negotiating skill. (Mostly.)

259 You cant behave in a calm, rational manner. Youve got to be out there on the lunatic fringe. Jack Welch

260 88. In the immortal words of ex-GE Vice Chairman Larry Bossidy, more or less, Realism rocks. (Bullshit artist and great salesperson, contrary to conventional wisdom, are Diametric Opposites. Truthteller and Great Salesperson is more like it.) 89. Be the first to tell the Client bad news (e.g., slipped delivery); his intelligence sources will tell him fastyou want to be there first with your story and to enhance your rep as Truthteller! 90. Work like hell to get a reputation as a valued industry expert, to become an industry resource. 91. Work the Trade Association angle for all its worthit may take a decade to pay offe.g., when you become an officer or are on an important panel or testify Before Congress. 92. PAY YOUR DUES IN THE CLIENT ORG AND IN YOUR OWN ORG! 93. Its all bloody tactics. 94. You must... LOVE.... the product! (Period.) 95. YOU MUST LOVE THE PRODUCT! 96. Dont over-schedule. Running late is inexcusable at any level of seniority; it is the ultimate mark of self-importance mixed with contempt.

261 97. Women are better salespeople. (See Addendum.) 98. Women alone understand Women. 99. Actually, Women by and large understand Men better than Men understand Men. 100.Women purchasers buy Stories and recommendations Women take longer to become Loyal purchasers, but then stay Loyal Men buy Stats Men decide fast, but are fickle Men & Women are … VERY, VERY … Different Women buy most things. Consumer. Increasingly, professional goods and services Womens Market is Opportunity # Boomers. Many, many. Lots & lots & lots of … $$$ Boomers-Geezers are very different purchasers than those in other categories.

262 109. It takes time to get to know people. (DUH.) 110. The very idea of efficiency in relationship development is... STUPID MBWA (still) rules Preparing the soil is the first 98 percent. (Or more.) 113. WORK THE PHONES! 114. Rule 5K-5M: 5K miles for a 5-Minute meeting often makes sense. (Yes, often.) (Even with constrained travel budgets.) (Thanks, super-agent Mark McCormack.) 115. Become a student! Study great salespeople! (Including Presidents.) (Natural is a little bit truebut then Naturals are always the ones who study hardest e.g., Jerry Rice.) 116. Become a student! Yes, you can study Relationship Building. So, study … 117. Beware complexifiers and complicators. (Truly smart people... Simplify things.)

263 118. The smartest guy in the room rarely winsalas, he usually is aware hes the smartest guy. (And neednt waste his time on that soft relationship crap.) 119. Be kind. It works Be especially kind when there are screw-ups. (Theres plenty of time later to Play the Great Accountability Game.) 121. Presidents never tire of being treated like Presidents Luck matters. So: Good luck!

264 ADDENDUM: Women Rock … as Salespersons (From Item #98.) And the answers are? TAKE THIS QUICK QUIZ: Who manages more things at once? Who puts more effort into their appearance? Who usually takes care of the details? Who finds it easier to meet new people? Who asks more questions in a conversation? Who is a better listener? Who has more interest in communication skills? Who is more inclined to get involved? Who encourages harmony and agreement? Who has better intuition? Who works with a longer to do list? Who enjoys a recap to the days events? Who is better at keeping in touch with others? Source: Selling Is a Womans Game: 15 Powerful Reasons Why Women Can Outsell Men, Nicki Joy & Susan Kane-Benson

265 Bonus

266 Stating the Obvious: THE PROBLEM IS RARELY THE PROBLEM.

267 THE PROBLEM IS RARELY/NEVER THE PROBLEM. THE RESPONSE TO THE PROBLEM INVARIABLY ENDS UP BEING THE REAL PROBLEM.* ** *Watergate, M Stewart, 90% of scandals **And: PERCEPTION IS ALL THERE IS!

268 OFTEN AS NOT/MORE OFTEN THAN NOT THE UNDERLYING PROBLEM IS IN FACT NOT MUCH OF A PROBLEM.

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

270 POWER WORDS! Im sorry.

271 Relationships (of all varieties) : THERE ONCE WAS A TIME WHEN A THREE-MINUTE PHONE CALL WOULD HAVE AVOIDED SETTING OFF THE DOWNWARD SPIRAL THAT RESULTED IN A COMPLETE RUPTURE.

272 Stating the Obvious: MORE POWER WORDS/IDEAS

273 Thank You!

274 MBWA* *5,000 miles for a 5-minute face-to -face meeting (courtesy super- agent Mark McCormack)

275 Say it with … FLOWERS

276 POWER IDEAS! You must care. General Melvin Zais

277 Toms 60TIBs* *TIB = This I Believe

278 EXCELLENCE. ALWAYS.

279 1. TECHNICOLOR RULES! (Passion Moves Mountains!)

280 2. Audacity Matters!

281 3. Revolution Now!

282 4. Question Authority! (& Hire Disrespectful People.)

283 5. Disorganization Wins! (LOVE THE MESS!)

284 6. Think 3M: Markets Matter Most. ONLY EXTREME COMPETITION STAVES OFF STALENESS. (You can take the boy out of Silicon Valley, but you cant take Silicon Valley out of the boy!)

285 7. Three Hearty Cheers for Weirdos. (Bill Gates, Steve Jobs, Larry Ellison, Scott McNealy, Craig Venter et al.)

286 8. Message 2006: Technology Change (Info- sciences, Biosciences) Is in Its Infancy! (WE AINT SEE NOTHIN YET!)

287 9. Everything Is Up For Grabs! Volatility Is Thy Name! (Forever & Ever. Amen.) RE-INVENT … OR DIE!

288 10. Big Stinks. (Mostly.) (VERY Mostly.)

289 11. Permanence Is a Snare & a Delusion. (Forget Built to Last. Its Yesterdays Idea.) (Try Built for Impact.)

290 12. Kaizen (Continuous Improvement) Is VDS/ Very … Dangerous … Stuff.

291 13. DESTRUCTION RULES!

292 14. Forget It! (Learning = Easy. Forgetting = Nigh on Impossible.)

293 15. Innovation Is Easy: Hang Out with Freaks. (Employees, Board Members, Customers, Suppliers, Alliance Partners, Consultants.)

294 16. Boring Begets Boring. (Cool Begets Cool.)

295 17. Think Portfolio. (Were All V.C.s.)

296 18. Perception Is All There Is. (Insiders … ALWAYS … overestimate the Radicalism of What Theyre Up To.)

297 19. Action … ALWAYS … Takes Precedence. Think: R.F!A./Ready. Fire! Aim. (REWARD SUCCESS. REWARD FAILURE. PUNISH … INACTION.)

298 20. He Who Makes & Tests the Quickest & Coolest Prototypes Reigns!

299 21. Haste Makes Waste. (SO GO WASTE!)

300 22. Screwups are … the … Mark of Excellence. (Do It Right the First Time Is a Very Stupi Idea.)

301 23. Play Hard! Play Now! (Cherish Play!)

302 24. TALENT TIME! (He/She Who Has the Best Roster Rules!)

303 25. Re-do Education. Totally. (FOSTER CREATIVITY … NOT UNIFORMITY.) (THE NOISIEST CLASSROOM WINS.)

304 26. Diversitys Hour Is Now!

305 27. SHE … Is the Best Leader!

306 28. MARKETING MANTRA: Embrace the BIG THREE Demographics. (1) SHE … is the Customer. (For everything.) (2) Rapidly Aging Boomers Have … ALL THE MONEY. (3) Green Matters. (TRILLIONS OF $$$$$ Are at Stake.) (NOBODY … Gets It.) (Mere Programs Will Not Suffice.)

307 29. Re-boot Healthcare. (UNDERSTATEMENT.)

308 30. WHAT ARE WE SELLING? Experiences & Solutions > Quality & Satisfaction. (The Traditional Value-added Equation Is Being Set on Its Ear.)

309 31. DESIGN = New Seat of the Soul.

310 32. Branding Is for … EVERYONE. He Who Has the … BEST STORY … Takes Home the Marbles.

311 33. DRAMATIC DIFFERENCE = Only Difference.

312 34. WORDS/Language Matters … a Lot. (E.g.: Three Hearty Cheers for Wow!)

313 35. WHAT MATTERS IS STUFF THAT MATTERS. (Query #1: Are You Proud of It?)

314 36. eALL. (IS/IT: Half-way = No Way.)

315 37. DREAM … Big! DREAM … Enormous! DREAM … Gargantuan! (These Are XXX Times.)

316 38. THINK MIKE! (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.)

317 39. There Is Only … ONE BIG ISSUE: (Crappy) Cross- functional Communication.

318 40. Stop Doing Dumb Stuff. (SYSTEMATIZE THE PROCESS OF UN- DUMBING.)

319 41. Beautiful Systems Are … BEAUTIFUL.

320 42. The … WHITE- COLLAR REVOLUTION … Will Devour Everything in Its Path.

321 43. Take Charge of Your Destiny! BrandYou Moment! DISTINCT … OR EXTINCT!

322 44. Powerlessness Is a State of Mind! Think: King. Gandhi. DeGaulle.

323 45. Pursue Adventure … in Every Task.

324 46. EXCELLENCE … Is a State of Mind. (Excellence Takes a Minute.) (No Bull.)

325 47. SHOW UP! (If You Care, Youre There.)

326 48. YOUR CALENDAR KNOWS ALL. (You = Calendar.) (Mind Your TO DONT List.)

327 49. LIFE IS SALES. (The Rest Is Details.)

328 50. Boss Mantra #1: I DONT KNOW. (I Dont Know = Permission to Explore.)

329 51. Management Role 1: GET OUT OF THE WAY. (Clear the Way.) (Manager = Hurdle Removal Professional.)

330 52. Epitaph from Hell: He Woulda Done Some Truly Cool Stuff … But His Boss Wouldnt Let Him.

331 53. Change Takes However Long You Think It Takes. (Eschew … Incrementalism.)

332 54. Respect! (Rule 1: Dont Belittle!)

333 55. Thank You Trumps All!

334 56. Integrity Matters! Integrity = Credibility. (Dennis K. Is a Jerk.)

335 57. SOFT IS HARD. HARD IS SOFT. (Numbers Are Soft. People Are Not.)

336 58. Try Sunny! (Sunny Begets Sunny. Gloomy Begets Gloomy.)

337 59. DISPENSE ENTHUSIASM !

338 60. FUN …Is Not a 4- Letter Word. So, too … JOY. (And GRACE.)

339 The End.

340 EXCELLENCE. ALWAYS.


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