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Conrad Hilton …

Conrad Hilton …. Conrad Hilton, at a gala celebrating his career, was asked, “What was the most important lesson you’ve learned in you long and distinguished career?” His immediate answer …. “ remember to tuck the shower curtain inside the bathtub ”. “ Execution is strategy. ” —Fred Malek.

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Conrad Hilton …

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  1. Conrad Hilton …

  2. Conrad Hilton, at a gala celebrating his career, was asked,“What was the most important lesson you’ve learned in you long and distinguished career?”His immediate answer …

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

  4. “Execution isstrategy.”—Fred Malek

  5. “The art of war does not require complicated maneuvers; the simplest are the best and common sense is fundamental. From which one might wonder how it is generals make blunders; it is because they try to be clever.”—Napoleon

  6. Jim Penman …

  7. Jim’s Mowing Canada Jim’s Mowing UK 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 Note: Download, free, Jim Penman’s book: What Will They Franchise Next? The Story of Jim’s Group

  8. *Basement Systems Inc.*Larry Janesky*Dry Basement Science(115,000!)*1990: $0; 2003: $13M; 2007: $62,000,000

  9. Tom Peters’ Excellence. Always. Newpreneurs. Inc./San Francisco/18 November 2009 (PP available to download at tompeters.com)

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

  11. #1

  12. 14,000

  13. 20,000

  14. 30

  15. 14,000/eBay20,000/Amazon30/Craigslist

  16. #2

  17. “Insanely Great” Steve Jobs

  18. “Radically thrilling”BMW

  19. #3

  20. 1982

  21. MBWA

  22. 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”

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

  24. Hard Is SoftSoft Is Hard

  25. Hard Is Soft (Plans, #s)Soft Is Hard (people, customers, values, relationships)

  26. #4

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

  28. 18seconds

  29. [An obsession with] Listening is ... the ultimate mark 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.) Listening is ... the basis for Community. Listening is ... the bedrock of Joint Ventures that work. Listening is ... the bedrock of Joint Ventures thatlast. Listening is ... the core of effective Cross-functional Communication* (*Which is in turn Attribute #1 of organizational effectiveness.) [cont.]

  30. Listening is ... the engine of superior EXECUTION. Listening is ... the key to making the Sale. Listening is ... the key to Keeping the Customer’s Business. Listening is ... the engine of Network development. Listening is ... the engine of Network maintenance. Listening is ... the engine of Network expansion. Listening is ... Social Networking’s “secret weapon.” Listening is ... Learning. Listening is ... the sine qua non of Renewal. Listening is ... the sine qua non of Creativity. Listening is ... the sine qua non of Innovation. Listening is ... the core of taking Diverse opinions aboard. Listening is ... Strategy. Listening is ... Source #1 of “Value-added.” Listening is ... Differentiator #1. Listening is ... Profitable.*(*The “R.O.I.” from listening is higher than from any other single activity.) Listening is … the bedrock which underpins a Commitment to EXCELLENCE

  31. *Listening is of the utmost … strategic importance!*Listening is a proper … core value! *Listening is … trainable!*Listening is a … profession!

  32. Listen = Profession = Study = practice = evaluation =Enterprise value:"We listen intently to and fully engage all with whom we work."

  33. *Listening is a … profession!

  34. #5

  35. “The fourmost importantwords in any organization are …

  36. The four most important words in any organization are …“What do you think?” Source: courtesy Dave Wheeler, posted at tompeters.com

  37. Tomorrow: How many times will you “ask the WDYT question”?[Count!] [Practice makes better!] [This is a STRATEGICskill!]

  38. #6

  39. “The deepest human need is the … need to be appreciated.”—William James

  40. Tomorrow: How many times will you mange to blurt out, “Thank you”? [Count ’em!] [Practice makes better!* *The engineer from Manchester.]] [This is a STRATEGICskill!]

  41. *appreciation is of the utmost … strategic importance!*appreciation is a proper … core value! *appreciation is … trainable!*appreciation is a … profession!

  42. And the answer is …. otis

  43. “It was much later that I realized Dad’s secret. He gained respect by giving it. He talked and listened to the fourth-grade kids in Spring Valley who shined shoes the same way he talked and listened to a bishop or a college president.He was seriously interested in who you were and what you had to say.” —Sara Lawrence-Lightfoot, Respect

  44. #7

  45. “I regard apologizing as the most magical, healing, restorative gesture human beings can make. It is the centerpiece of my work with executives who want to get better.”—Marshall Goldsmith, What Got You Here Won’t Get You There: How Successful People Become Even More Successful

  46. Relationships(of all varieties):THERE ONCE WAS A TIME WHEN A THREE-MINUTEPHONECALL WOULD HAVE AVOIDED SETTING OFF THE DOWNWARD SPIRAL THAT RESULTED IN A COMPLETE RUPTURE.

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

  48. *effective “Repair”/Apology is of the utmost … strategic importance!*effective repair is a proper …core value! *effective repair is …trainable!*effective repair is a …profession!

  49. #8

  50. “We are thoughtful in all we do.”

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