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

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3. 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
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

4. 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

5. 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