55%

“Sanitary revolution” … mortality in major cities down 55% between 1850 and 1915 ! Source: Tom Farley & Deborah Cohen, Prescription for a Healthy Nation

Mark Pettus M.D.: “If God spoke to me by saying, ‘Mark, you’re down to your last three words: What would you want to say to your fellow humans that would make the most positive impact?’ It would be a close call between Love Thy Neighbor and …

“If God spoke to me by saying, ‘Mark, you’re down to your last three words: What would you want to say to your fellow humans that would make the most positive impact?’ It would be a close call between Love Thy Neighbor and … Wash Your Hands —Mark Pettus, M.D., The Savvy Patient

Tom Peters’ Excellence: The Race to The Top. ISSA/INTERCLEAN North America ISSA/INTERCLEAN North America 20 October 2011 (Slides at tompeters.com)

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

Date: September Location: Chicago Client: 500 law-firm partners

Date: September Location: Chicago Client: 500 law-firm partners Dilemma: “Legal practice becoming commoditized”/ “big clients cutting costs, bringing the work inside,” “more and more competitive bid situations”

IB M to … I B M

$55B* *IBM Global Services

What can BROWN Do For You?

“ Big Brown’s New Bag: UPS Aims to Be the Traffic Manager for Corporate America” —Headline/BW “UPS wants to take over the sweet spot in the endless loop of goods, information and capital that all the packages [it moves] represent.” —ecompany.com (E.g., UPS Logistics manages the logistics of 4.5M Ford vehicles, from 21 mfg. sites to 6,000 NA dealers)

MasterCard Advisors

Flagship of Best Buy Wholesale “Solutions” Strategy Makeover.* [*and demise of circuit City] I. LAN [Local Area Network] Installation Co. (3%) II. Geek Squad. (30%.) III. Acquired by Best Buy. IV. Flagship of Best Buy Wholesale “Solutions” Strategy Makeover.* [*and demise of circuit City]

Meanwhile, in Seymour CT …

Basement Systems Inc.

“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

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

Jungle Jim’s International Market, Fairfield, Ohio: “An adventure in ‘ shoppertainment,’ as Jungle Jim’s call it, 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 to $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, Michigan, pop 5,000: 98,000-square-foot “shop” features the likes of 6,000 Christmas ornaments, 50,000 trims, and anything else you can name if it pertains to Christmas. Source: George Whalin, Retail Superstars

Tactic I: TGRs

Conveyance: Kingfisher Air Location: Approach to New Delhi

“May I clean your glasses, sir?”

TGR [Things Gone WRONG -Things Gone RIGHT ] TGR [Things Gone WRONG -Things Gone RIGHT ]

Carl’s Street- Sweeper

Tactic II: LBTs

Big carts = 1.5X 1.5X Source: Walmart

120-oz container to ketchup-bottle size laundry-detergent concentrate (100% conversion): 1/4th packaging; 1/4th weight; 1/4th cost to ship; 1/4th space on ships, trucks, shelves. 3 years: 95M #s plastic resin saved, 125M #s cardboard conserved, 400M less gallons of water shipped, 500K gallons less diesel fuel, 11M less #s CO2 released) Source: Force of Nature: The Unlikely Story of Walmart’s Green Revolution, Edward Humes

Tactic III: K = R = P

“Courtesies of a small and trivial character are the ones which strike deepest in the grateful and appreciating heart.” “Courtesies of a small and trivial character are the ones which strike deepest in the grateful and appreciating heart.” —Henry Clay, American Statesman ( )

THE PROBLEM IS RARELY/NEVER THE PROBLEM. THE RESPONSE TO THE PROBLEM INVARIABLY ENDS UP BEING THE REAL PROBLEM THE PROBLEM IS RARELY/NEVER THE PROBLEM. THE RESPONSE TO THE PROBLEM INVARIABLY ENDS UP BEING THE REAL PROBLEM.* *PERCEPTION IS ALL THERE IS!

With a new and forthcoming policy on apologies … Toro, the lawn mower folks, reduced the average cost of settling a claim from $115,000 in 1991 to $35,000 in 2008 … and the company hasn’t been to trial in the last 15 years ! Source: John Kador, Effective Apology

K = R = P

Kindness = Repeat Business = Profit. Profit.

Hard is Soft. Soft is Hard.

Press Ganey Assoc: 139,380 former patients from 225 hospitals: none of THE top 15 factors determining P atient S atisfaction referred to patient’s health outcome. Instead: directly related to Staff Interaction; directly correlated with Employee Satisfaction Source: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel

Customers describing their service experience as “superior”: 8 % Companies describing the service experience they provide as the service experience they provide as “superior”: 80% “superior”: 80% —Source: Bain & Company survey of 362 companies, reported in John DiJulius, What's the Secret to Providing a World-class Customer Experience?

Bedrock I: The 1 st Customer

“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)

"When I hire someone, that's when I go to work for them.” —John DiJulius, "What's the Secret? To Providing a World-class Customer Experience"

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

TP: TP: “How to throw $500,000 into the sea in one easy lesson!!”

People! People!

2X 2X Source: Container Store/Goal: increase average sale per shopper

Zabar’s Parking Garage* *Retail Superstars: Inside the 25 Best Independent Stores in America, by George Whalin

Wegmans.

Get This Right !

If the regimental commander lost most of his 2nd lieutenants and 1st lieutenants and captains and majors, it would be a tragedy. If he lost his sergeants it would be a catastrophe. The Army and the Navy are fully aware that success on the battlefield is dependent to an extraordinary degree on its Sergeants and Chief Petty Officers. Does industry have the same awareness?

“People leave managers not companies.” —Dave Wheeler

Bedrock II: Conrad’s Rule

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 …

“ remember to tuck the shower curtain inside the bathtub.”

“Execution is strategy.” —Fred Malek

Bedrock III: Ross’s Rule

READY. FIRE! AIM. —H. Ross Perot

“Fail. Forward. Fast.” “Fail. Forward. Fast.” High Tech CEO, Pennsylvania

1/45

Lesson45: WTTMSW

WhoeverTriesTheMostStuffWins

1/5000

“You miss 100% of the shots you never take.” —WayneGretzky “You miss 100% of the shots you never take.” —Wayne Gretzky

The Last Word: Skinning Cats

14,000 20,000 30

14,000/ e Bay 20,000/Amazon 30/Craigslist

Kevin Roberts’ Credo 1. Ready. Fire! Aim. 2. If it ain’t 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. Avoid moderation! Kevin Roberts’ Credo 1. Ready. Fire! Aim. 2. If it ain’t 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!