1. -1/+1

2. THE RED CARPET STORE (Joel Resnick/Flemington NJ)

3. 1,600 cheeses 1,400 varieties of hot sauce 12,000 wines priced from $8 to $8,000 a bottle $8 to $8,000 a bottle 6,000 Christmas ornaments 50,000 trims PASSION

4. Retail Superstars: Inside the 25 Best Independent Stores in America —by George Whalin

5. RETAIL SUPERSTARS: INSIDE THE 25 BEST INDEPENDENT STORES IN AMERICA—George Whalin JUNGLE JIM’S INTERNATIONAL MARKET, FAIRFIELD, OH: “An adventure in ‘shoppertainment,’ begins in the parking lot and goes on to 1,600 cheeses and, yes, 1,400 varieties of hot sauce—not to mention 12,000 wines priced from $8-$ 8,000 a bottle; all this is brought to you by 4,000 vendors. Customers come from every corner of the globe.” BRONNER’S CHRISTMAS WONDERLAND, FRANKENMUTH, MI, POP 5,000: 98,000-square-foot “shop” features 6,000 Christmas ornaments, 50,000 trims, and anything else you can name pertaining to Christmas.

6. Jim’s Mowing Jim’s Antennas Jim’s Bookkeeping Jim’s Building Maintenance Jim’s Carpet Cleaning Jim’s Car Cleaning Jim’s Computer Services Jim’s Dog Wash Jim’s Driving School Jim’s Fencing Jim’s Floors Jim’s Painting Jim’s Paving Jim’s Pergolas [gazebos] Jim’s Pool Care Jim’s Pressure Cleaning Jim’s Roofing Jim’s Security Doors Jim’s Trees Jim’s Window Cleaning Jim’s Windscreens Etc.* *1982/3,200+ franchises/$300M+/“world’s largest home services franchise business”/ Mooroolbark, Victoria Management Today; Business Review Weekly; etc. Sources: Jim Penman, What Will They Franchise Next? The Story of Jim’s Group; Management Today; Business Review Weekly; etc.

7. Going “Social”: Location and Size Independent “Today, despite the fact that we’re just a little swimming pool company in Virginia, we have the most trafficked swimming pool website in the world. Five years ago, if you’d asked me and my business partners what we do, the answer would have been simple, ‘We build in-ground fiberglass swimming pools.’ Now we say, ‘We are the best teachers … in the world … on the subject of fiberglass swimming pools, and we also happen to build them.’” —Jay Baer, Youtility: Why Smart Marketing Is About Help, Not Hype

8. The Magicians of Motueka (PLUS) ! W.A. Coppins Ltd.* (Coppins Sea Anchors/ PSA/para sea anchors) *Textiles, 1898; thrive on “wicked problems” —e.g., U.S. Navy STLVAST (Small To Large Vehicle At Sea Transfer); custom fabric from W. Wiggins Ltd./Wellington (specialty nylon, “Dyneema,” from DSM /Netherlands)

9. “BE THE BEST. IT’S THE ONLY MARKET THAT’S NOT CROWDED.” From: Retail Superstars: Inside the 25 Best Independent Stores in America, George Whalin Independent Stores in America, George Whalin

10. I love … Middle-sized Niche- I love … Middle-sized Niche- Micro-niche Dominators! Micro-niche Dominators! "Own" a niche through Excellence! "Own" a niche through Excellence! (writ large, Germany’s MITTELSTAND) (writ large, Germany’s MITTELSTAND)

11. PART 1 Tom Peters’ Re-Imagine EXCELLENCE ! MASTERY Total Real Estate Training/Annual Education Conference Sydney/15 July 2014 Slides at tompeters.com on 16.07.2014 (Also see our 23-part Master Compendium at excellencenow.com)

12. FYI: This is a presentation mainly about ORGANIZATIONAL EXCELLENCE (which is different from individual excellence).

13. Les Wexner: FROM FASHION TRENDS GURU TO PICKING AND DEVELOPING PEOPLE!* *Limited Brands founder Les Wexner queried on astounding long-term success: It happened because “I got as excited about developing people” as he had been about predicting fashion trends in his early years. as he had been about predicting fashion trends in his early years. (“CONNOISSEUR OF TALENT” ) (PARC’s Bob Taylor: “CONNOISSEUR OF TALENT” )

14. “ The leaders of Great Groups … love talent … and know where to find it. They … revel in … the talent of others.” —Warren Bennis & Patricia Ward Biederman, Organizing Genius

15. Hilton’s Law …

16. CONRAD HILTON, at a gala celebrating his career, was called to the podium and asked, His answer … CONRAD HILTON, at a gala celebrating his career, was called to the podium and asked, “What were the most important lessons you learned in your long and distinguished career?” His answer …

17. “ Remember to tuck the shower curtain inside the bathtub.”

18. “EXECUTION IS STRATEGY.” —Fred Malek

19. “COSTCO FIGURED OUT THE BIG, SIMPLE THINGS AND EXECUTED WITH TOTAL FANATICISM.” —Charles Munger, Berkshire Hathaway

20. Excellence !

21. Excellence1982: The Bedrock “Eight Basics” 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 Properties

22. “Breakthrough” 82* People! People!Customers!Action! Values ! *In Search of Excellence

23. “Why in the World did you go to Siberia?” go to Siberia?”

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

25. “It may sound radical, unconventional, and bordering on being a crazy business idea. However—as ridiculous as it sounds—joy is the core belief of our workplace. Joy is the reason my company, Menlo Innovations, a customer software design and development firm in Ann Arbor, exists. It defines what we do and how we do it. It is the single shared belief of our entire team.”— Richard Sheridan, Joy, Inc.: How We Built a Workplace People Love

26. Leadership By the Numbers 25/50/5/4/1

27. 25 Source: Howard Schultz

28. MBWA

29. 50 Source: Dov Frohman

30. EXCELLENCE is not a “long- term” “aspiration.” EXCELLENCE is the ultimate short-term strategy. EXCELLENCE is … THE NEXT 5 MINUTES.* NEXT 5 MINUTES.* (*Or NOT.)

31. “The 4 most important words in any organization are …

32. THE FOUR MOST IMPORTANT WORDS IN ANY ORGANIZATION ARE … “WHAT DO YOU THINK?” ARE … “WHAT DO YOU THINK?” Source: courtesy Dave Wheeler, posted at tompeters.com

33. “Employees who don't feel significant rarely make significant contributions.” —Mark Sanborn

34. “If there is any ONE ‘secret’ to effectiveness, it is concentration. Effective executives do first things first … and they do ONE thing at a time.” —Peter Drucker

35. You = Your calendar* *The calendar NEVER lies.

36. #1 CEO Failing?

37. “If I had to pick one failing of CEOs, it’s pick one failing of CEOs, it’s that … that … — Co-founder of one of the largest investment services firms in the USA/world

38. “If I had to pick one failing of CEOs, it’s that … they don’t read enough.”

39. Leadership By the Numbers 18/95

40. “The doctor interrupts after …* after …* *Source: Jerome Groopman, How Doctors Think

41. 18 …

42. 18 … seconds!

43. [An obsession with] Listening is... the ultimate mark of Respect. of Respect. Listening is... the heart and soul of Engagement. Listening is... the heart and soul of Kindness. Listening is... the heart and soul of Thoughtfulness. Listening is... the basis for true Collaboration. Listening is... the basis for true Partnership. Listening is... a Team Sport. Listening is... a Developable Individual Skill.* (*Though women are far better at it than men.) are far better at it than men.) Listening is... the basis for Community. Listening is... the bedrock of Joint Ventures that work. Listening is... the bedrock of Joint Ventures that grow. Listening is... the core of effective Cross-functional Communication.* (*Which is in turn Attribute #1 of Communication.* (*Which is in turn Attribute #1 of organization effectiveness.) organization effectiveness.)[cont.]

44. Best Listeners Win … “IF YOU DON’T LISTEN, YOU DON’T SELL ANYTHING.” —Carolyn Marland

45. *8 of 10 sales presentations fail *50% failed sales presentations … talking “at” before listening! —Susan Scott, “Let Silence Do the Heavy Listening,” chapter title, Fierce Conversations: Achieving Success at Work and in Life, One Conversation at a Time

46. “We live with a value system that I call the Extrovert Ideal—the omnipresent belief that the ideal self is gregarious, alpha, and comfortable in the spotlight. The archetypal extrovert prefers action to contemplation, risk-taking to heed-taking, certainty to doubt. … We think that we value individuality, but all too often we admire one type of individual … Introversion is now a second-class personality trait. … The Extrovert Ideal has been documented in many studies. Talkative people, for example, are rated as smarter, better looking, more interesting, and more desirable as friends. Velocity of speech counts as well as volume: We rank fast talkers as more competent and likeable than slow ones. But we make a grave mistake to embrace the Extrovert Ideal so unthinkingly. … As the science journalist Winifred Gallagher writes, ‘The glory of the disposition that stops to consider stimuli rather than rushing to engage with them is its long association with intellectual and artistic achievement. Neither E = mc squared or Paradise Lost was dashed off by a party animal.’ Even in less obviously introverted occupations, like finance, politics, and activism, some of the greatest leaps forward were made by introverts … figures like Eleanor Roosevelt, Warren Buffett, and Gandhi achieved what they did not in spite of but because of their introversion.” — Susan Cain, Quiet: The Power of Introverts in a World That Can’t Stop Talking — Susan Cain, Quiet: The Power of Introverts in a World That Can’t Stop Talking

47. “Among the most effective leaders I have encountered and worked with in half a century, some have locked themselves into their offices and others were ultra-gregarious. Some were quick and impulsive, some studied the situation and took forever to come to a decision. The one and only personality trait the effective ones did have in common was something they did not have: They had little or no ‘charisma,’ and little use for the term.” —Peter Drucker

48. 95%

49. Suggested Core Value #1: “We are Effective Listeners—we treat Listening EXCELLENCE as the Centerpiece of our Commitment to Respect and Engagement and Community and Growth.”

50. “I always write ‘LISTEN’ on the back of my hand before a meeting.” Source: Tweet viewed @tom_peters

52. PeoplePeople People People People People People People

53. “Business has to give people enriching, rewarding lives …

54. 1/4,096: excellencenow.com “Business has to give people enriching, rewarding lives … or it's simply not worth doing.” —Richard Branson

55. “You have to treat your employees like customers.” —Herb Kelleher, upon being asked his “secret to success” Source: Joe Nocera, NYT, “Parting Words of an Airline Pioneer,” on the occasion of Herb Kelleher’s retirement after 37 years at Southwest Airlines (SWA’s pilots union took out a full-page ad in USA Today thanking HK for all he had done) ; across the way in Dallas, American Airlines’ pilots were picketing AA’s Annual Meeting)

56. "If you want staff to give great service, give great service to staff." "If you want staff to give great service, give great service to staff." —Ari Weinzweig, Zingerman's

57. Oath of Office: Managers/Servant Leaders Oath of Office: Managers/Servant Leaders Our goal is to serve our customers brilliantly and profitably over the long haul. the long haul. Serving our customers brilliantly and profitably over the long haul is a product of brilliantly serving, over the long haul, the haul is a product of brilliantly serving, over the long haul, the people who serve the customer. people who serve the customer. Hence, our job as leaders—the alpha and the omega and everything in between—is enhancing the sustained everything in between—is enhancing the sustained growth and success and engagement and enthusiasm growth and success and engagement and enthusiasm and commitment to Excellence of those, one at a time, and commitment to Excellence of those, one at a time, who directly or indirectly serve the ultimate customer. who directly or indirectly serve the ultimate customer. We—leaders of every stripe—are in the “Human Growth and Development and Success and Aspiration to Excellence Development and Success and Aspiration to Excellence business.” business.” “We” (leaders) only grow when “they” (each and every one of our colleagues) are growing. growing. “We” (leaders) only succeed when “they” (each and every one of our colleagues) are succeeding. are succeeding. “We” (leaders) only energetically march toward Excellence when “they” (each and every one of our colleagues) are energetically marching “they” (each and every one of our colleagues) are energetically marching toward Excellence. toward Excellence.Period.

58. “We are a ‘Life Success’ Company.” “We are a ‘Life Success’ Company.” Dave Liniger, founder, RE/MAX

59. “The role of the Director is to create a space where the actors and actresses can become more than they’ve ever been before, more than they’ve dreamed of being.” more than they’ve dreamed of being.” —Robert Altman, Oscar acceptance speech

60. Hiring* *Deconstructing leadership

61. “ Development can help great people be even better— but if I had a dollar to spend, I’d spend 70 cents getting the right person in the door.” — Paul Russell, Director, Leadership and Development, Google

62. “In short, hiring is the most important aspect of business and yet remains woefully misunderstood. ” “In short, hiring is the most important aspect of business and yet remains woefully misunderstood. ” Source: Wall Street Journal, 10.29.08, review of Who: The A Method for Hiring, review of Who: The A Method for Hiring, Geoff Smart and Randy Street

63. 2/Year = Legacy

64. Promotion Decisions “life and death decisions” Source: Peter Drucker, The Practice of Management

65. Evaluation

66. EVALUATING PEOPLE = #1 DIFFERENTIATOR Source: Jack Welch, now Jeff Immelt on GE’s top strategic skill ( !!!! )

67. Self- Evaluation

68. “How can a high-level leader like _____ be so out of touch with the truth about himself? It’s more common than you would imagine. The problem is an acute lack of feedback [especially on people issues].” —Daniel Goleman (et al.), The New Leaders “How can a high-level leader like _____ be so out of touch with the truth about himself? It’s more common than you would imagine. In fact, the higher up the ladder a leader climbs, the less accurate his self-assessment is likely to be. The problem is an acute lack of feedback [especially on people issues].” —Daniel Goleman (et al.), The New Leaders

69. “Everyone thinks of changing the world, but no one thinks of changing himself.” —Leo Tolstoy

70. Training = Investment #1 !

71. In the Army, 3-star generals worry about training. In most businesses, it's a “ho-hum” mid-level staff function.

72. Gamblin’ Man Gamblin’ Man Bet: >> 5 of 10 CEOs see training as expense rather than investment. Bet: >> 5 of 10 CEOs see training as defense rather than offense. Bet: >> 5 of 10 CEOs see training as “necessary evil” rather than “strategic opportunity.” Bet: >> 8 of 10 CEOs, in 45-min “tour d’horizon” of their business, would not mention training.

73. 6/2/3* *It takes Jerry Seinfeld SIX MONTHS to develop TWO or THREE MINUTES of new material (documentary: Comedian)

74. THE MORAL IMPERATIVE

75. “The root of our problem is not that we’re in a Great Recession that we’re in a Great Recession or a Great Stagnation, but rather or a Great Stagnation, but rather that we are in the early that we are in the early throes of a. Our technologies are racing ahead, throes of a Great Restructuring. Our technologies are racing ahead, but our skills and organizations but our skills and organizations are lagging behind.” are lagging behind.” Source: Race AGAINST the Machine, Erik Brynjolfsson and Andrew McAfee

76. CORPORATE MANDATE #1 2014: Your principal moral obligation as a leader is to develop the skillset, “soft” and “hard,” of every one of the people in your charge (temporary as well as semi-permanent) to the maximum extent of your abilities. The good news: This is also the #1 mid- to long-term … profit maximization strategy!

77. Addenda: The Mauritius Doctrine Addenda: The Mauritius Doctrine On 16 April 2014, I spoke to 1,300 SME chiefs in Mauritius at a conference organized by The National Productivity and Competitiveness Council, and that included the Vice Prime Minister. I upped the stridency of my tone relative not to government actions—but relative to business’ obligation to develop its not to government actions—but relative to business’ obligation to develop its workforce. Moreover, I asserted this was as true for a 6-person business workforce. Moreover, I asserted this was as true for a 6-person business as for a 6,000-person outfit. Yes … wee companies can (and ought) as for a 6,000-person outfit. Yes … wee companies can (and ought) become “training/development maniacs.” Honing my new/uncompromising message: Especially in uncertain times which are sapping global employment security, it is the … foremost moral responsibility … of businesses to advance the radical development of their employees. National productivity improvement is less about a few giants than about incremental efforts by the great mass of small businesses. My training (& development) message in general is extreme. But the truly radical notion is that “training & development maniacs” applies to the 5-person enterprise as much as it does to the giant.