1. Bottom Line Leadership Bottom Line Leadership © 2015 Contented Cow Partners, LLC | contentedcows.com @contentedcows

2. PREMISE Creating a focused, engaged, and capably led workforce is one of the best things you can do for your BOTTOM LINE.

3. REPUTATIONRecruitsREALITYRetainsREPUTATIONRecruitsREALITYRetains

4. LEADERSHIPMATTERSLEADERSHIPMATTERS

5. Leadership the earned consent of followers Leadership

6. “Great-souled leaders earn trust through their character, not their position.” Panos Mourdoukoutas Forbes Panos Mourdoukoutas Forbes

7. Make leadership a primary qualification for every person in a management role. Make leadership a primary qualification for every person in a management role.

8. Results + Culture = Future of GE Results + Culture = Future of GE Four Types of Managers No Results + No Culture = No Future at GE No Results + No Culture = No Future at GE Iffy Results + Culture = Another chance Iffy Results + Culture = Another chance Short Term Results but Run roughshod: Change or Leave Short Term Results but Run roughshod: Change or Leave

10. 1998

11. Contented Cows Common Cows 2008

12. My fund kicked Magellan’s assets! Contented Cows Magellan Dow S&P  NY Composite

13. Contented Cows 2012

14. Contented Cows +9.7% B$70 wealth premium

15. Contented Cows 23.4% 2.7% RevenueRevenue GDPGDP

16. Turnover Supermarkets Wegman’s Nursing E AL MC Info Tech Bazaarvoice Fast Food Chick-fil-A

17. Grow faster Grow faster More productive and profitable More productive and profitable Increased Employee Engagement Increased Employee Engagement Lower turnover Lower turnover Recruit more talented employees Recruit more talented employees Create more wealth Create more wealth Grow faster Grow faster More productive and profitable More productive and profitable Increased Employee Engagement Increased Employee Engagement Lower turnover Lower turnover Recruit more talented employees Recruit more talented employees Create more wealth Create more wealth Contented Cows

18. Personal Capability - Minimum Requirements Personal Capability - Minimum Requirements DISCRETIONARY EFFORT

20. Engagement 1.What is it? 2.What good is it? 3.How do I get it? Engagement 1.What is it? 2.What good is it? 3.How do I get it?

21. Engagement is a conscious Engagement is a conscious DECISIONDECISION

22. Work is contractual Engagement is Work is contractual Engagement is PERSONALPERSONAL

23. Extra Miler – Philip Omayra

24. Thought Starter Think about your 2 most valuable employees. Why does each stay?

25. What’s so great about working at Well Care?

26. What’s NOT so great?

27. Engagement Drivers 1. Meaningful work 2. Caring, authentic leadership 3. Growth & development 4. Appreciation 5. Autonomy 1. Meaningful work 2. Caring, authentic leadership 3. Growth & development 4. Appreciation 5. Autonomy

28. Leadership Meaningful work Fits into lifestyle Compensation that motivates

32. “The thing that makes it work is that it really is part of the culture, it’s not just a bunch of programs.” Sarah Meyerrose, 1 st TN Bank

33. Average U.S. Job Tenure

34. “We don’t marry our jobs… We’re just dating.”

35. Contented Cows Are Committed Committed Enabled Enabled Cared About Cared About

36. Contented Cows Are Committed Committed

37. Hire for FIT. Hire for FIT.

38. Listen | Smile | Care | Say “Thank You”

39. “It’s more important to hire people with the right qualities than with specific experience.” Bill Marriott

40. Identify the non-technical fit requirements at your club Identify the non-technical fit requirements at your club Don’t compromise Don’t compromise Behavioral interviewing Behavioral interviewing Relevant requirements Relevant requirements Never stop recruiting Never stop recruiting

41. Free Resource contentedcows.com/interviews

42. NEVER stop recruiting NEVER stop recruiting

43. Practice RE-RECRUITING Practice RE-RECRUITING

44. Define your mission. Define your mission.

45. "Our mission is to maximize shareholder value and satisfy our customers' needs, while providing our employees a rewarding and productive work environment and conducting our affairs responsibly in the community. We will accomplish this mission by creating a corporate vision of successful growth, by carefully managing our assets and by integrating our businesses through effective planning and allocation of resources."

46. WE SELL CHICKEN WE SELL CHICKEN

47. Charlie Parker Music If you don’t live it… it won’t come out of your horn. If you don’t live it… it won’t come out of your horn.

48. Ask 5-6 employees: “What are our top 3 business priorities?” Ask 5-6 employees: “What are our top 3 business priorities?” –If you get only 3, call me (really) –If not, start playing your horn –Match their answers with yours, and those of your leadership team.

49. Tie rewards and recognition to your mission, values, and priorities. Tie rewards and recognition to your mission, values, and priorities.

50. Excite every fan Inspire our people Be dedicated to our teams Be leaders in our community

51. Contented Cows Are Committed Committed Enabled Enabled

52. Provide regular coaching and feedback. Provide regular coaching and feedback.

53. TIPS Model for Coaching Topic Impact Plan Support TIPS Model for Coaching Topic Impact Plan Support

54. 7 Simple Questions 1.How do you think you’re doing? 2.1 thing you could do better? 3.What help do you need? 4.1 thing others could do better? 5.1 thing you like most working here? 6.1 thing you like least? 7.If you were me, 1 thing you’d do differently?

55. Show them how their work matters. Show them how their work matters.

56. Make sure people have what they need. Make sure people have what they need.

57. “90% of what we call management consists of making it difficult for people to get things done.” Peter Drucker

58. Today – eliminate one utterly stupid policy, procedure, system, or habit under your control that hampers the flawless execution of your mission. Today – eliminate one utterly stupid policy, procedure, system, or habit under your control that hampers the flawless execution of your mission.

59. CHANGE UNCERTAINTY FEAR PREOCCUPATION

60. Engagement PREOCCUPATION

61. Don’t let fear cause people to disengage. Assignment

62. Define jobs in terms of Define jobs in terms of outcomes Not just activities outcomes Not just activities

63. Contented Cows Are Committed Committed Enabled Enabled Cared About Cared About

64. If you care, you… Tell the truth Tell the truth Say “thank you” a lot Say “thank you” a lot

65. “A man will fight long and hard for a bit of colored ribbon.” Napoleon Bonaparte

67. Learn the reward and recognition preferences of your team members. Learn the reward and recognition preferences of your team members.

68. Send handwritten thank you notes. Send handwritten thank you notes.

69. Flexible work hours Flexible work hours Surprise time off Surprise time off Friday blowout Friday blowout

70. Acknowledge birthdays, anniversaries, special accomplishments, etc, of your employees, and their family members. Acknowledge birthdays, anniversaries, special accomplishments, etc, of your employees, and their family members.

71. Include families. Include families.

72. Find out spouse/partner’s favorite restaurant – send them there. Find out spouse/partner’s favorite restaurant – send them there.

73. Starbucks card Starbucks card Tutoring a child Tutoring a child Sponsoring non-profit that’s important to them Sponsoring non-profit that’s important to them

74. Managers car wash Managers car wash Volunteer for dirty work Volunteer for dirty work

75. Make them famous! Make them famous! Publicize accomplishments, promotions, certifications in local paper, business journal. Publicize accomplishments, promotions, certifications in local paper, business journal.

76. If you care, you… Tell the truth Tell the truth Say “thank you” a lot Say “thank you” a lot “Sit on the footlocker” “Sit on the footlocker”

77. Eleven questions

78. 1.What is your name? (I’m not kidding.) 2.What are you really good at, at work? Outside of work? 3.What do you do for fun, at work? Outside of work? (Be careful ) 4.What are you lousy at? 5.What would you like to do better at work? 6.What are a couple of your strongest passions?

79. 7.How do you get to work each day? Do you drive? Alone, or with others? Some other form of transportation? How long does it take? 8.Has there been some powerful life experience, good or bad, which impacts your approach to your work? (No need to go into detail, and if there isn’t one, that’s OK). 9.Who and what is most important to you, outside of work? (No need to pry.) 10.Is there something in particular about you, or your life experience, that especially suits you to serve some need in your work? 11.What are you having trouble with at work, that you could use someone’s help with?

80. Work is contractual Engagement is Work is contractual Engagement is PERSONALPERSONAL

81. Feed the troops Feed the troopsFIRST