Tom Peters’ EXCELLENCE. ALWAYS.Fortune Small Business SummitAtlanta/21 October 2008
NOTE:To appreciate this presentation [and ensure that it is not a mess], you need Microsoft fonts:“Showcard Gothic,”“Ravie,”“Chiller”and“Verdana”
“You do not merely want to be the best of the best.You want to be considered the only ones who do what you do.” —Jerry Garcia
“I [will] not accept the explanation of a recession negatively effecting the [new] business. There are still people traveling. We just have to get them to stay in our hotel.”—Horst Schulze, former president of Ritz-Carlton, on his new luxury hotel chain, Capella, from Prestige (06.08)
“R.I.P. Good Times.” “Treat every dollar you spend as if it were your last.”—Sequoia Capital, presentation to entrepreneurs it backs, October 2008
“We’re heading for tough times. I made the decision to go very deep, very quickly so we won’t have to do it again. It looks like we’re having a record month, but I can’t stick my head in the sand.”—Iggy Fanio, CEO, AdBrite (FT, 10.20, p1, “Optimism Fades as Silicon Valley Suffers Job Losses”)
“I am often asked by would-be entrepreneurs seeking escape from life within huge corporate structures, ‘How do I build a small firm for myself?’ The answer seems obvious:Buy a very large one and just wait.”—Paul Ormerod, Why Most Things Fail: Evolution, Extinction and Economics
“Mr. Foster and his McKinsey colleagues collected detailed performance data stretching back 40 years for 1,000 U.S. companies. They found that none of the long-term survivors managed to outperform the market. Worse, the longer companies had been in the database, the worse they did.”—Financial Times
“Data drawn from the real world attest to a fact that is beyond our control:Everything in existence tends to deteriorate.”—Norberto Odebrecht, Education Through Work
Goldmann Produktions(11/50%/$5M/”dip and coat,” expensive pigments vs “through coloring,” fades Bekro Chemie)
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
*Basement Systems Inc.*Larry Janesky*Dry Basement Science(115,000!)*1990: $0; 2003: $13M; 2007: $62,000,000
“Tom let me tell you the definition of a good lending officer. After church on Sunday, on the way home with his family, he takes a little detour to drive by the factory he just lent money to. Doesn’t go in or any such thing, just drives by and takes a look.”
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”
“Breakthrough” 82* People! Customers! Action! Values! *In Search of Excellence
Yes: Dilution, other control and share- owning issues. Yes: Scale-as-power. Yes: Market share. No: People. No: Product. No: Value to customer.
Yes: People. Yes: Product. Yes: Value to customer. No: Dilution, other control and share- owning issues. No: Scale-as-power. No: Market share.
“You have to treat your employees like customers.”—Herb Kelleher, complete answer, upon being asked his “secrets 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 the Annual Meeting)
The Customer Comes Second: Put Your People First and Watch ’Em Kick Butt —Hal Rosenbluth and Diane McFerrin Peters (no relation—be delighted if she was)
“The role of the Director is to create a space where the actors and actresses canbecome more than they’ve ever been before, more than they’ve dreamed of being.”—Robert Altman, Oscar acceptance speech
Why in the World did you go to Siberia?
Enterprise* ** (*at its best):An emotional, vital, innovative, joyful, creative, entrepreneurial endeavor that elicits maximum concerted human potential in the wholeheartedservice of others.****Employees, Customers, Suppliers, Communities, Owners, Temporary partners
… no less than Cathedralsin which the full and awesome power of the Imagination and Spirit and native Entrepreneurial flairof diverse individualsis unleashed in passionate pursuit of … Excellence.
“Allied commands depend on mutual confidence [and this confidence] is gained, above all through the development of friendships.” —General D.D. Eisenhower, Armchair General * (05.08)*“Perhaps his most outstanding ability [at West Point] was the ease with which he made friends and earned the trust of fellow cadets who came from widely varied backgrounds; it was a quality that would pay great dividends during his future coalition command.”
“eighty percent of success is showing up.” —Woody Allen
“The four most important words in any organization are …‘What do you think?’ ” Source: courtesy Dave Wheeler, posted at tompeters.com, source of original unknown (0609.08)
“The West spent … $2.3trillion on foreign aid over the last five decades and still has not managed to get twelve-cent medicines to children to prevent half of all malaria deaths. The West spent $2.3 trillion and still not managed to get three dollars to each new mother to prevent five million child deaths. …But I and many other like-minded people keep trying, not to abandon aid to the poor, but to makesureit reachesthem.” L(+21) = L(-21)
“The West spent … $2.3trillion on foreign aid over the last five decades and still has not managed to get twelve-cent medicines to children to prevent half of all malaria deaths. The West spent $2.3 trillion and still not managed to get three dollars to each new mother to prevent five million child deaths. …But I and many other like-minded people keep trying, not to abandon aid to the poor, but to makesureit reachesthem.” Leadership(21A.D.) = Leadership(21B.C.)
1913: 32%* 1960: 26% 1980: 22% 2000: 27% 2007: 26% Source: “The Future of American Power,” Fareed Zakaria, Foreign Affairs, vol 87, no. 3 *U.S. share of world output
“We have a ‘strategic plan.’ It’s called doing things.”— Herb Kelleher