Five Or Less Words To The Wise Tom Peters/0911.2010 1

NOTE: To appreciate this presentation (and ensure that it is not a mess), you need Microsoft fonts: “Showcard Gothic,” “Ravie,” “Chiller” and “Verdana”

4 most important words: “What do you think?” (Dave Wheeler @ EXCELLENCE/Five Or Less Words To The Wise 4 most important words: “What do you think?” (Dave Wheeler @ tompeters.com: “Most important 4 words in an organization.”) 4 most important words: “How can I help?” (Boss as CHRO/ Chief Hurdle Removal Officer) 2 most important words: “Thank you!” (Appreciation/ Recognition) 2 most important words: “All yours.” (“Hands-off” delegation/ Respect/Trust) 3 most important words: “I’m going out.” (MBWA/Managing By Wandering Around/In touch!) 2 most important words: “I’m sorry.” (Power of unconditional apology = Stunning! Marshall Goldsmith: #1 exec issue) 5 most important words: “Did you tell the customer?” (Over- communicate) 2 most important words: “She says …” (“She” is the customer!) 3

EXCELLENCE/Five Or Less Words To The Wise 2 most important words: “Yes ma’am.” (Women are more often than not the best managers.) 2 most important words: “Try it!” (My only “for sure” in 44 years: Herb Kelleher: “We have a strategic plan, it’s called doing things.”/Bill Parcells: “Blame no one. Expect nothing. Do something.”) 3 most important words: “Try it again!” (My only “for sure” 44 years: MOST TRIES WINS.) 2 most important words: “Good try!” (CELEBRATE “good failures.” Richard Farson/book: Whoever Makes the Most Mistakes Wins. Samuel Beckett: “Fail. Fail again. Fail better.”) 3 most important words: “At your service.” (Organizations exist to serve. Period. Leaders live to serve. Period.) 4 most important words: “How are we doing?” (To customers, regularly.) 4 most important words: “How was Mary’s recital?” (Know your employees’ kids.) 2 most important words: “Let’s party!” (Celebrate “small wins” at the drop of a hat.) 4

EXCELLENCE/Five Or Less Words To The Wise 1 most important word: “No.” (“To don’ts” > “To dos”) 1 most important word: “Yes.” (Hey, give it a shot/Anon. quote: “The best answer is always, ‘What the hell.’”/Wayne Gretzky: “You miss 100% of the shots you don’t take.”) 2 most important words: “Lunch today?” (“Social stuff” = Secret to problem/opportunity #1:/XFX/ Cross-functional eXcellence.) 4 most important words: “Thank Dick in accounting.” (Readily/ routinely/relentlessly acknowledge help from other functions.) 2 most important words: “After you.” (Courtesy rules.) 3 most important words: “Thanks for coming.” (Civility. E.g., boss acknowledges employee coming to her/his office.) 2 most important words: “Great smile!” (Note & acknowledge good attitude.) 1 most important word: “Wow!” (The gold standard … for everything.) 1 most important word: “EXCELLENT!” (The … ONLY … acceptable standard/aspiration.) 5