Slides* at … tompeters

LONGLONG

Tom Peters’ X25*Tom Peters’ X25*

EXCELLENCEXCELLENCE. ALWAYS.E. ALWAYS.

IDDBA/Anaheim/03 June 2007IDDBA/Anaheim/03 June 2007

**In Search of ExcellenceIn Search of Excellence 1982-2007 1982-2007

Slides* at …Slides* at …

tompeters.comtompeters.com

IDDBAIDDBA2121

IDDBA21IDDBA21*Planetree! Commerce! Cirque! (Pianos! Dog biscuits!) *Planetree! Commerce! Cirque! (Pianos! Dog biscuits!) *Jerry Garcia … or bust (“only ones who do what we do,” “insanely great,” “radically *Jerry Garcia … or bust (“only ones who do what we do,” “insanely great,” “radically thrilling,” “gaspworthy.” thrilling,” “gaspworthy.” *Think Wegmans. (Staff: #1; the Manager’s Handbook of Decencies; “Kindness is *Think Wegmans. (Staff: #1; the Manager’s Handbook of Decencies; “Kindness is free.”)free.”)*”Wow” is free, too.*”Wow” is free, too.*Hire nut cases (the “O for 800” rule holds for DDB)*Hire nut cases (the “O for 800” rule holds for DDB)*E Val U A Tion, 53 = 53.*E Val U A Tion, 53 = 53.*Cause. Space. Decency. *Cause. Space. Decency. *Hire Great People. Try a Lot of Stuff Accept No Less Than Excellence. Pursue Wow!*Hire Great People. Try a Lot of Stuff Accept No Less Than Excellence. Pursue Wow!*EXCELLENCE!*EXCELLENCE!*Think 7 11 @ Mt Vernon & Charles. (<Capex, > People)*Think 7 11 @ Mt Vernon & Charles. (<Capex, > People)*Think Whole Foods. (Sorry, but it’s true.) (Experience! Flowers on the way in! Bags*Think Whole Foods. (Sorry, but it’s true.) (Experience! Flowers on the way in! Bags that open!)that open!)*Customer partnership.*Customer partnership.*Design (Pooh, the “Deli look 2007”)*Design (Pooh, the “Deli look 2007”)*Communispace. (Got a clue as to what’s in your … STORE LEVEL … customers’ *Communispace. (Got a clue as to what’s in your … STORE LEVEL … customers’ heads, heads, the case of the Remote Control)the case of the Remote Control)*Experience???????? (Still waitin’ for memorable.) (Stories, suggestions, tableaus … *Experience???????? (Still waitin’ for memorable.) (Stories, suggestions, tableaus … what was the point beyond “modernize … Shaw’s Manchester VT)what was the point beyond “modernize … Shaw’s Manchester VT)*For Pete’s sake … “OBESITY WORSE THAN TERRORISM” (Lea Der Ship! Wild doses of *For Pete’s sake … “OBESITY WORSE THAN TERRORISM” (Lea Der Ship! Wild doses of Im Ag Im Ag In A Tion Noooooooow!) In A Tion Noooooooow!) *Tommy Trillions & His Friends By The Millions!!!!!!!!!!!!!!*Tommy Trillions & His Friends By The Millions!!!!!!!!!!!!!!*Experiment!!!!!!!!!!!!!!!!!! (R.F.A.,S.A.V., Sam’s #1)*Experiment!!!!!!!!!!!!!!!!!! (R.F.A.,S.A.V., Sam’s #1)*NSPW (New Stuff Per Week.)*NSPW (New Stuff Per Week.)*Passion (My disappointment in store managers?????? Lookin’ for Mary Kay!)*Passion (My disappointment in store managers?????? Lookin’ for Mary Kay!)*You do understand … HER … right? (I presume >75% of DDB *You do understand … HER … right? (I presume >75% of DDB managers managers are Women?)are Women?)

NOT NOT YOUR YOUR

FATHER’FATHER’S S

WORLD!WORLD!

““Copper Copper Thieves Thieves

Cause Havoc Cause Havoc for for

Commuters”Commuters”

——The GuardianThe Guardian (London) 28.05.07 (London) 28.05.07

DDaimler.aimler. And And DDumb. umb. Both Start Both Start with “with “dd.”.”

Mission impossible?Mission impossible?

$36B/’98$36B/’98

minus minus $675M/‘$675M/‘

““Marriage in Marriage in heaven”heaven” —Daimler-Benz and —Daimler-Benz and

Chrysler exchange vows, circa Chrysler exchange vows, circa 19981998 (Jürgen (Jürgen Schrempp)Schrempp)

“the “the divorce on divorce on earthearth”” —Daimler exec, —Daimler exec,

circa circa 20072007, on probable Cerberus private equity , on probable Cerberus private equity purchase of Chrysler from Daimlerpurchase of Chrysler from Daimler

DaimlerChrysler/’98-’07:DaimlerChrysler/’98-’07: DuhDuh,, Duh Duh,, Duh Duh,, Duh Duh and … and … DuhDuh

ManifoldManifold SynergiesSynergies//NoNo

Severe Severe ScaleScale limits/ limits/YesYes

CultureCulture clashes/ clashes/YesYes

Rushmorean Rushmorean egoego issues/ issues/YesYes

CustomerCustomer acceptance acceptance /No/No

““Mr Zetsche, head of Mr Zetsche, head of Chrysler from 2000Chrysler from 2000

to 2005, to 2005,

denieddenied

he shouldhe should

take take anyany

responsibility for the U.S. responsibility for the U.S. carmaker’s troubles …”carmaker’s troubles …” ——

Financial TimesFinancial Times /05.29.07 /05.29.07

bbig.ig. And And bbozo. ozo. Both Start Both Start with “with “bb.”.”

“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 Buy a very large one very large one and just waitand just wait.”.”

—Paul Ormerod, Why Most Things Fail: Evolution, Extinction and Economics

Dick Kovacevich: You don’t You don’t get better get better by being by being

bigger. You bigger. You get worse.”get worse.”

**Planetree! Commerce! Cirque!Planetree! Commerce! Cirque! (Pianos! Dog biscuits!) (Pianos! Dog biscuits!) *Jerry Garcia … or bust (“only ones*Jerry Garcia … or bust (“only ones who do what we do,” “insanelywho do what we do,” “insanely great,” “radically thrilling,”great,” “radically thrilling,” “ “gaspworthy.”) gaspworthy.”) *Think/Obsess Wegmans! (Staff: #1;*Think/Obsess Wegmans! (Staff: #1; the the Manager’s Handbook ofManager’s Handbook of Decencies;Decencies; “Kindness is free.”) “Kindness is free.”)*Leaders serve. (Leader as host.)*Leaders serve. (Leader as host.)*”Wow” is free, too.*”Wow” is free, too.*Hire nut cases (the “O for 800” rule*Hire nut cases (the “O for 800” rule holds for DDB)holds for DDB)

PlanetreePlanetree:: A Radical Model for A Radical Model for

New New Healthcare/Healing/Healthcare/Healing/Wellness Wellness ExcellenceExcellence

The 9 Planetree Practices

1.1. The Importance of Human InteractionThe Importance of Human Interaction2. Informing and Empowering Diverse Populations: Consumer Informing and Empowering Diverse Populations: Consumer Health Libraries and Patient Information Health Libraries and Patient Information3. Healing Partnerships: The importance of Including Healing Partnerships: The importance of Including Friends and Family Friends and Family4. Nutrition: The Nurturing Aspect of Food Nutrition: The Nurturing Aspect of Food5. Spirituality: Inner Resources for Healing Spirituality: Inner Resources for Healing6.6. Human Touch: The Essentials of Communicating Human Touch: The Essentials of Communicating Caring Through Massage Caring Through Massage7.7. Healing Arts: Nutrition for the Soul Healing Arts: Nutrition for the Soul8.8. Integrating Complementary and Alternative Practices Integrating Complementary and Alternative Practices into Conventional Care into Conventional Care9.9. Healing Environments: Architecture and Design Healing Environments: Architecture and Design Conducive to Health Conducive to Health

Source: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel

Press Ganey Assoc: 139,380 former patients from 225 hospitals:

nonenone of THE top 15 factors of THE top 15 factors

determining determining PPatient atient SSatisfaction atisfaction referred to patient’s health referred to patient’s health outcomeoutcome

PSPS directldirectly related to y related to StaffStaff InteractionInteraction

PSPS directldirectly correlated with y correlated with Employee Employee SatisfactionSatisfaction

“There is a misconception that supportive interactions require more staff or more time and are therefore more costly. Although

labor costs are a substantial part of any hospital budget, the interactions themselves add nothing to the budget.

Kindness is Kindness is freefree.. Listening to patients or answering their

questions costs nothing. It can be argued that negative interactions—alienating patients, being non-responsive to their needs or limiting their sense of control—can be very costly. …

Angry, frustrated or frightened patients may be combative, withdrawn and less cooperative—requiring far more time than it would have taken to interact with them initially in a

positive way.” —Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel

Griffin: Music in the parking Music in the parking lot; professional musicians in lot; professional musicians in

the lobbythe lobby (7/week, 3-4hrs/day) ;

5 pianos5 pianos ;

volunteersvolunteers (120-140 hrs arts &

entertainment per month).

Access to nurses station:

“Happen to”“Happen to”vs

“Happen with”“Happen with”Source: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel

7:30AM/830PM/7:30AM/830PM/7/1200AM/Frida7/1200AM/Frida

y/4M Dog y/4M Dog Biscuits/ Biscuits/ Red Red

Button Button

Excellence.Excellence.Bank on it.Bank on it.(commerce (commerce

bank.)bank.)

Commerce Bank: From “Service” to “Experience”Commerce Bank: From “Service” to “Experience”

7X. 730A-7X. 730A-800P. 800P.

F12A.F12A.**

**’93-’03/10 yr annual return: CB: 29%; ’93-’03/10 yr annual return: CB: 29%; WM: 17%; HD: 16%. Mkt Cap: 48% p.a.WM: 17%; HD: 16%. Mkt Cap: 48% p.a.

The Commerce Bank ModelThe Commerce Bank Model

“cost cutting “cost cutting is a death is a death spiral.”spiral.”

Source: Source: Fans! Not customers. How Commerce Bank Fans! Not customers. How Commerce Bank Created a Super-growth Business in a No-growth Created a Super-growth Business in a No-growth

IndustryIndustry, Vernon Hill & Bob Andelman, Vernon Hill & Bob Andelman

““Our whole Our whole story is story is growing growing

revenue.”revenue.” —Vernon Hills (Top-line driven; standard —Vernon Hills (Top-line driven; standard

is bottom-line driven by cost cutting)is bottom-line driven by cost cutting)

The Commerce Bank ModelThe Commerce Bank Model

““overover-invest in -invest in our people, our people, overover--

invest in our invest in our facilities.”facilities.”

Source: Source: Fans! Not customers. How Commerce Bank Fans! Not customers. How Commerce Bank Created a Super-growth Business in a No-growth Created a Super-growth Business in a No-growth

IndustryIndustry, Vernon Hill & Bob Andelman, Vernon Hill & Bob Andelman

““every computer at commerce bank has a every computer at commerce bank has a

specialspecial redred keykey on it that says, ‘found on it that says, ‘found

something stupid that we are doing that something stupid that we are doing that interferes with our ability to service the interferes with our ability to service the

customer? Tell us about it, and if we agree, we customer? Tell us about it, and if we agree, we will give you $50.’”will give you $50.’”

Source: Source: Fans! Not customers. How Commerce Bank Created a Super-Fans! Not customers. How Commerce Bank Created a Super-growth Business in a No-growth Industrygrowth Business in a No-growth Industry, Vernon Hill & Bob Andelman, Vernon Hill & Bob Andelman

*Planetree! Commerce! Cirque!*Planetree! Commerce! Cirque! (Pianos! Dog biscuits!) (Pianos! Dog biscuits!) **Jerry Garcia … or bust (“only onesJerry Garcia … or bust (“only ones who do what we do,” “insanelywho do what we do,” “insanely great,” “radically thrilling,”great,” “radically thrilling,” “ “gaspworthy.”)gaspworthy.”) *Think/Obsess Wegmans! (Staff: #1;*Think/Obsess Wegmans! (Staff: #1; the the Manager’s Handbook ofManager’s Handbook of Decencies;Decencies; “Kindness is free.”) “Kindness is free.”)*Leaders serve. (Leader as host.)*Leaders serve. (Leader as host.)*”Wow” is free, too.*”Wow” is free, too.*Hire nut cases (the “O for 800” rule*Hire nut cases (the “O for 800” rule holds for DDB)holds for DDB)

““In-sane-In-sane-ly-great”ly-great”

Radically Thrilling Language!

““Radically Radically Thrilling.”Thrilling.”

—BMW Z4 (ad)

““Every time we come to a Every time we come to a comfort zone, we will find a comfort zone, we will find a

way out.” “No Cloning.” way out.” “No Cloning.” “‘Reinvent the brand’ with “‘Reinvent the brand’ with each new show.” “A typical each new show.” “A typical

day at the office for me day at the office for me

begins by asking,begins by asking, ‘‘What What is impossible that I is impossible that I

am going to do am going to do todaytoday?’”?’” —Daniel Lamarre, —Daniel Lamarre,

president,president, Cirque du SoleilCirque du Soleil

““Do one Do one thing every thing every

day that day that scares you.”scares you.”

—Eleanor Roosevelt

““You do not merely want to You do not merely want to

be the best of the best.be the best of the best. You want to be You want to be considered the considered the

only ones who do only ones who do what you dowhat you do.” .” —Jerry

Garcia

*Planetree! Commerce! Cirque!*Planetree! Commerce! Cirque! (Pianos! Dog biscuits!) (Pianos! Dog biscuits!) *Jerry Garcia … or bust (“only ones*Jerry Garcia … or bust (“only ones who do what we do,” “insanelywho do what we do,” “insanely great,” “radically thrilling,”great,” “radically thrilling,” “ “gaspworthy.”) gaspworthy.”) **Think/Obsess Wegmans! (Staff: #1;Think/Obsess Wegmans! (Staff: #1; the the Manager’s Handbook ofManager’s Handbook of Decencies;Decencies; “Kindness is free.”) “Kindness is free.”)*Leaders serve. (Leader as host.)*Leaders serve. (Leader as host.)*”Wow” is free, too.*”Wow” is free, too.*Hire nut cases (the “O for 800” rule*Hire nut cases (the “O for 800” rule holds for DDB)holds for DDB)

#1/10#1/1000

“Best Companies to Work for”/2005

SO YOU’RE A SO YOU’RE A “PEOPLE “PEOPLE

PERSON”? PERSON”? PROVE ITPROVE IT..

““The leaders of Great The leaders of Great

Groups Groups lovelove talent talent and know where to find and know where to find

it. They it. They revel revel in the in the talent of others.”talent of others.”

—Warren Bennis & Patricia Ward Biederman, Organizing Genius

PARC’s Bob Taylor:

“Connoisseu“Connoisseur r

of Talent”of Talent”

““We are a We are a ‘Life ‘Life

Success’ Success’ Company.”Company.”

Dave Liniger, founder, RE/MAX

SO YOU’RE A SO YOU’RE A “PEOPLE “PEOPLE

PERSON”? PERSON”? PROVE ITPROVE IT..

PUT HR AT THE PUT HR AT THE HEAD OF THE HEAD OF THE HEAD TABLE. HEAD TABLE. BEST PEOPLE. BEST PEOPLE.

NOBLEST NOBLEST MISSION.MISSION.

Leaders Understand:

Brand Brand = =

Talent.Talent.

*Planetree! Commerce! Cirque!*Planetree! Commerce! Cirque! (Pianos! Dog biscuits!) (Pianos! Dog biscuits!) *Jerry Garcia … or bust (“only ones*Jerry Garcia … or bust (“only ones who do what we do,” “insanelywho do what we do,” “insanely great,” “radically thrilling,”great,” “radically thrilling,” “ “gaspworthy.”) gaspworthy.”) *Think/Obsess Wegmans! (Staff: #1;*Think/Obsess Wegmans! (Staff: #1; the the Manager’s Handbook ofManager’s Handbook of Decencies;Decencies; “Kindness is free.”) “Kindness is free.”)**Leaders serve. (Leader as host.)Leaders serve. (Leader as host.)*”Wow” is free, too.*”Wow” is free, too.*Hire nut cases (the “O for 800” rule*Hire nut cases (the “O for 800” rule holds for DDB)holds for DDB)

““Leaders Leaders

‘‘SERVESERVE’’ people. people.

Period.”Period.” —Anon.

*Planetree! Commerce! Cirque!*Planetree! Commerce! Cirque! (Pianos! Dog biscuits!) (Pianos! Dog biscuits!) *Jerry Garcia … or bust (“only ones*Jerry Garcia … or bust (“only ones who do what we do,” “insanelywho do what we do,” “insanely great,” “radically thrilling,”great,” “radically thrilling,” “ “gaspworthy.”) gaspworthy.”) *Think/Obsess Wegmans! (Staff: #1;*Think/Obsess Wegmans! (Staff: #1; the the Manager’s Handbook ofManager’s Handbook of Decencies;Decencies; “Kindness is free.”) “Kindness is free.”)*Leaders serve. (Leader as host.)*Leaders serve. (Leader as host.)**“Wow” is free, too.“Wow” is free, too.*Hire nut cases (the “O for 800” rule*Hire nut cases (the “O for 800” rule holds for DDB)holds for DDB)

*Planetree! Commerce! Cirque!*Planetree! Commerce! Cirque! (Pianos! Dog biscuits!) (Pianos! Dog biscuits!) *Jerry Garcia … or bust (“only ones*Jerry Garcia … or bust (“only ones who do what we do,” “insanelywho do what we do,” “insanely great,” “radically thrilling,”great,” “radically thrilling,” “ “gaspworthy.”) gaspworthy.”) *Think/Obsess Wegmans! (Staff: #1;*Think/Obsess Wegmans! (Staff: #1; the the Manager’s Handbook ofManager’s Handbook of Decencies;Decencies; “Kindness is free.”) “Kindness is free.”)*Leaders serve. (Leader as host.)*Leaders serve. (Leader as host.)*“Wow” is free, too.*“Wow” is free, too.**Hire nut cases (the “O for 800”/100% Hire nut cases (the “O for 800”/100% rulerule holds for DDB)holds for DDB)

““Normal” Normal”

= = “o “o forfor 800”800”

Why Do I love Freaks?

(1) Because when Anything Interesting happens … it was (1) Because when Anything Interesting happens … it was a a freakfreak who did it. (Period.) who did it. (Period.) (2) (2) FreaksFreaks are fun. (Freaks are also a pain.) (Freaks are are fun. (Freaks are also a pain.) (Freaks are never boring.) never boring.) (3) We need (3) We need freaksfreaks. Especially in freaky times. (Hint: . Especially in freaky times. (Hint: These are freaky times, for you & me & the CIA & the These are freaky times, for you & me & the CIA & the Army & Avon.) Army & Avon.) (4) A critical mass of (4) A critical mass of freaks-in-our-midstfreaks-in-our-midst automatically make us-who-are-not-so-freaky at least automatically make us-who-are-not-so-freaky at least somewhat more freaky. (Which is a Good Thing in freaky somewhat more freaky. (Which is a Good Thing in freaky times—see immediately above.) times—see immediately above.) (5)(5) FreaksFreaks are the only (ONLY) ones who succeed—as are the only (ONLY) ones who succeed—as in, make it into the history books. in, make it into the history books. (6) (6) FreaksFreaks keep us from falling into ruts. (If we listen to keep us from falling into ruts. (If we listen to them.) (We seldom listen to them.) (Which is why most them.) (We seldom listen to them.) (Which is why most organizations are in ruts. Make that chasms.)organizations are in ruts. Make that chasms.)

The “Hang Out Axiom”:The “Hang Out Axiom”: At its core, At its core, evereveryy (!!!) (!!!)

relationship-partnership relationship-partnership decision (employee, decision (employee,

vendor, customer, etc)vendor, customer, etc) is a is a stratestrateggicic decision decision

about: about:

“Innovate,“Innovate, ‘Yes’ or ‘Yes’ or ‘No’‘No’ ” ”

**One size fits one. (53 = 53.)One size fits one. (53 = 53.)*Cause. Space. Decency. *Cause. Space. Decency. *”It.” (Hire Great People. Try a Lot of*”It.” (Hire Great People. Try a Lot of Stuff Accept No Less ThanStuff Accept No Less Than Excellence. Pursue Wow!)Excellence. Pursue Wow!)*EXCELLENCE!*EXCELLENCE!*Excellence. Wherever. (Jim’s Group,*Excellence. Wherever. (Jim’s Group, Basement Systems Inc.)Basement Systems Inc.)*Think 7 11 @ Mt Vernon & Charles.*Think 7 11 @ Mt Vernon & Charles. (<Capex, > People)(<Capex, > People)*Smile.*Smile.*Think Whole Foods. (Sorry, but it’s*Think Whole Foods. (Sorry, but it’s true.) (Experience! Flowers on thetrue.) (Experience! Flowers on the way in! Bags that open!)way in! Bags that open!)

Just Just scream scream “No”!“No”!

Promise #1:Promise #1: “Never, “Never, everever again will I evaluate again will I evaluate

anyoneanyone using a using a standardizedstandardized instrument instrument

devised bydevised by a “professional” in a “professional” in inhuman Resources.”inhuman Resources.”

One size … One size …

NEVERNEVER

…… fits all. fits all.

53 = 53 = 5353

Arts/Arts/??????Athletics/Athletics/??????

V.P.V.P.ss//??????Ph.D.Ph.D.ss//??????

Nobel Prizes/Nobel Prizes/??????Our children/Our children/??????

NEVERNEVER … ever … ever … ever ……. … ever …….

ever … ever … ever … ever …

everever … ever … ever … ever … … ever … everever … …

EVEREVER … …

ever … ever … ever … ever … ever …ever …

*One size fits one. (53 = 53.)*One size fits one. (53 = 53.)**Cause. Space. Decency. Cause. Space. Decency. *”It.” (Hire Great People. Try a Lot of*”It.” (Hire Great People. Try a Lot of Stuff Accept No Less ThanStuff Accept No Less Than Excellence. Pursue Wow!)Excellence. Pursue Wow!)*EXCELLENCE!*EXCELLENCE!*Excellence. Wherever. (Jim’s Group,*Excellence. Wherever. (Jim’s Group, Basement Systems Inc.)Basement Systems Inc.)*Think 7 11 @ Mt Vernon & Charles.*Think 7 11 @ Mt Vernon & Charles. (<Capex, > People)(<Capex, > People)*Smile.*Smile.*Think Whole Foods. (Sorry, but it’s*Think Whole Foods. (Sorry, but it’s true.) (Experience! Flowers on thetrue.) (Experience! Flowers on the way in! Bags that open!)way in! Bags that open!)

CauseCause (worthy of commitment)(worthy of commitment)

SpaceSpace (room for/encouragement(room for/encouragement

for initiative) for initiative)

DecencyDecency (respect, (respect,

humane)humane)

The Manager’s The Manager’s Book of Decencies: Book of Decencies:

How Small How Small gestures Build gestures Build

Great Companies.Great Companies. —Steve Harrison, Adecco

SpaceSpace (room for/encouragement(room for/encouragement

for initiative-adventures) for initiative-adventures)

DecencyDecency (respect, grace,(respect, grace,

integrity, humane) integrity, humane)

service service (worthy of our clients’ & (worthy of our clients’ &

extended extended family’s continuing custom) family’s continuing custom)

excellenceexcellence (period) (period)

SpaceSpace (room for/encouragement for initiative-(room for/encouragement for initiative-

adventures) adventures)

DecencyDecency (respect, grace, integrity, humane)(respect, grace, integrity, humane)

service service (worthy of our clients’ & extended (worthy of our clients’ & extended

family’s continuing custom) family’s continuing custom)

excellenceexcellence (period) (period)

servant servant leadership leadership

CauseCause

SpaceSpace

DecencyDecency

service service excellenceexcellence

servant servant leadership leadership

*One size fits one. (53 = 53.)*One size fits one. (53 = 53.)*Cause. Space. Decency. *Cause. Space. Decency. **“It.” (Hire Great People. Try a Lot of“It.” (Hire Great People. Try a Lot of Stuff Accept No Less ThanStuff Accept No Less Than Excellence. Pursue Wow!)Excellence. Pursue Wow!)*EXCELLENCE!*EXCELLENCE!*Excellence. Wherever. (Jim’s Group,*Excellence. Wherever. (Jim’s Group, Basement Systems Inc.)Basement Systems Inc.)*Think 7 11 @ Mt Vernon & Charles.*Think 7 11 @ Mt Vernon & Charles. (<Capex, > People)(<Capex, > People)*Smile.*Smile.*Think Whole Foods. (Sorry, but it’s*Think Whole Foods. (Sorry, but it’s true.) (Experience! Flowers on thetrue.) (Experience! Flowers on the way in! Bags that open!)way in! Bags that open!)

Hire Great PeopleHire Great People (Resilient, Passionate)(Resilient, Passionate)

Try a Lot of StuffTry a Lot of Stuff (S.A.V./R.F.A.)(S.A.V./R.F.A.)

aCCEPT NO LESS THAN aCCEPT NO LESS THAN EXCELLENCE/PURSUE EXCELLENCE/PURSUE Wow!Wow!

enjoy It While It Lastsenjoy It While It Lasts

pursue a mission that pursue a mission that rocksrocks the world the world (Pharmaceuticals, Moldy basements)(Pharmaceuticals, Moldy basements)

Hire Hire awesomeawesome//weirdweird People for People for 100%100% of jobs of jobs (Resilient, Passionate) (Resilient, Passionate) (Wegmans) (Wegmans)

give ’em lots of room to give ’em lots of room to experimentexperiment, , failfail, , growgrow

make “make “respectrespect” “” “decencydecency” “” “integrityintegrity” our watchwords” our watchwords

Leaders “Serve.”Leaders “Serve.” (“Servant”/“Host” Leadership) (“Servant”/“Host” Leadership)

trytry aa LotLot of Stuff, fast of Stuff, fast tempotempo (S.A.V./Screw Around Vigorously, (S.A.V./Screw Around Vigorously, R.F.A./Ready. Fire. Aim.)R.F.A./Ready. Fire. Aim.)

Emphasize Emphasize revenuerevenue (Organic growth, Sales/“Top line” rules)(Organic growth, Sales/“Top line” rules)

have have funfun/exude /exude joyjoy

demand demand excellenceexcellence/Make/Make accountability accountability instinctiveinstinctive (“Insane” standards for our mates’ and community’s sake)(“Insane” standards for our mates’ and community’s sake)

It’s all about Women! It’s all about Women! (Market, Leadership, Wealth, “Womenomics”)(Market, Leadership, Wealth, “Womenomics”)

never, never forget the “ never, never forget the “itit” ” (It’s the PRODUCT, Stupid.) (It’s the PRODUCT, Stupid.)

25! 25! (Go, Howard!) (Conrad says, “Don’t forget the shower curtain.)(Go, Howard!) (Conrad says, “Don’t forget the shower curtain.)

be “be “of of [‘gaspworthy’] [‘gaspworthy’] serviceservice” ” (Cirque du Soleil is our standard—“even” in(Cirque du Soleil is our standard—“even” infinance.) (My customer is my partner.) (Remember “She”; finance.) (My customer is my partner.) (Remember “She”; remember “Me” … the latter = Old & $$$. ) remember “Me” … the latter = Old & $$$. )

Create effective/imaginative/minimalist Create effective/imaginative/minimalist infrastructureinfrastructure (K.I.S.S./Keep It Simple, Stupid; (K.I.S.S./Keep It Simple, Stupid; RED RED BUTTON on the terminal)BUTTON on the terminal)

rere--imagineimagine as “routine” as “routine” (Forget > Remember) (Forget > Remember)

enjoy It enjoy It WhileWhile ItIt LastsLasts

*One size fits one. (53 = 53.)*One size fits one. (53 = 53.)*Cause. Space. Decency. *Cause. Space. Decency. *“It.” (Hire Great People. Try a Lot of*“It.” (Hire Great People. Try a Lot of Stuff Accept No Less ThanStuff Accept No Less Than Excellence. Pursue Wow!)Excellence. Pursue Wow!)**EXCELLENCE!EXCELLENCE!*Excellence. Wherever. (Jim’s Group,*Excellence. Wherever. (Jim’s Group, Basement Systems Inc.)Basement Systems Inc.)*Think 7 11 @ Mt Vernon & Charles.*Think 7 11 @ Mt Vernon & Charles. (<Capex, > People)(<Capex, > People)*Smile.*Smile.*Think Whole Foods. (Sorry, but it’s*Think Whole Foods. (Sorry, but it’s true.) (Experience! Flowers on thetrue.) (Experience! Flowers on the way in! Bags that open!)way in! Bags that open!)

Why in the Why in the

World did World did youyou

go to go to SiberiaSiberia??

Excellence1982: The Bedrock “Eight Basics”

1. A Bias for 1. A Bias for ActionAction2. Close to the 2. Close to the CustomerCustomer3. Autonomy and Entrepreneurship3. Autonomy and Entrepreneurship4. Productivity Through 4. Productivity Through PeoPeopplele5. 5. Hands OnHands On, Value-Driven, Value-Driven6. Stick to the Knitting6. Stick to the Knitting7. Simple Form, Lean Staff7. Simple Form, Lean Staff8. Simultaneous Loose-Tight8. Simultaneous Loose-Tight Properties” Properties”

SSyynonnonyymsms

PurityPurityTranscendenceTranscendence

VirtueVirtueEleganceEleganceMajestyMajesty

AntonAntonyymsms

MediocrityMediocrity

The Peters PrinciThe Peters Principplesles:: Enthusiasm. Enthusiasm.

Emotion. Emotion. ExcellenceExcellence.. Energy. Excitement. Service. Energy. Excitement. Service.

Growth. Creativity. Growth. Creativity. Imagination. Vitality. Joy. Imagination. Vitality. Joy.

Surprise. Independence. Spirit. Surprise. Independence. Spirit. Community. Limitless human Community. Limitless human

potential. Diversity. potential. Diversity.

Profit.Profit. Innovation. Design. Innovation. Design. Quality. Entrepreneurialism. Quality. Entrepreneurialism.

Wow!Wow!

EnterpriseEnterprise* ** (*at its best):* ** (*at its best): An An emotionalemotional, , vitalvital, , innovativeinnovative, , jojoyyfulful, , creativecreative, , entreentreppreneurialreneurial endeavor endeavor that elicits maximum that elicits maximum

concerted humanconcerted human potential in the potential in the wholeheartedwholehearted serviceservice of others of others.****Employees, Customers, Suppliers, Communities, Owners, Temporary partners**Employees, Customers, Suppliers, Communities, Owners, Temporary partners

““Excellence can be obtained if you:Excellence can be obtained if you:

... care more than others think... care more than others think is wise;is wise; ... risk more than others think ... risk more than others think is safe;is safe; ... dream more than others think ... dream more than others think is practical;is practical; ... expect more than others think ... expect more than others think is possible.”is possible.”

Source: Anon.Source: Anon. (Posted @ tompeters.com by (Posted @ tompeters.com by K.Sriram, November 27, 2006 1:17 AM)K.Sriram, November 27, 2006 1:17 AM)

*One size fits one. (53 = 53.)*One size fits one. (53 = 53.)*Cause. Space. Decency. *Cause. Space. Decency. *“It.” (Hire Great People. Try a Lot of*“It.” (Hire Great People. Try a Lot of Stuff Accept No Less ThanStuff Accept No Less Than Excellence. Pursue Wow!)Excellence. Pursue Wow!)*EXCELLENCE!*EXCELLENCE!**Excellence. Wherever. (Jim’s Group,Excellence. Wherever. (Jim’s Group, Basement Systems Inc.)Basement Systems Inc.)*Think 7 11 @ Mt Vernon & Charles.*Think 7 11 @ Mt Vernon & Charles. (<Capex, > People)(<Capex, > People)*Smile.*Smile.*Think Whole Foods. (Sorry, but it’s*Think Whole Foods. (Sorry, but it’s true.) (Experience! Flowers on thetrue.) (Experience! Flowers on the way in! Bags that open!)way in! Bags that open!)

Basement Basement Systems Inc.Systems Inc.

*Basement Systems Inc./Larry Janesky*Basement Systems Inc./Larry Janesky

**Dry Basement ScienceDry Basement Science (115,000!) (115,000!)

*2006: *2006:

$$50,000,000+50,000,000+

Jim’s Jim’s GroupGroup

Jim’s Mowing CanadaJim’s Mowing CanadaJim’s Mowing UKJim’s Mowing UKJim’s AntennasJim’s Antennas

Jim’s BookkeepingJim’s BookkeepingJim’s Building MaintenanceJim’s Building Maintenance

Jim’s Carpet CleaningJim’s Carpet CleaningJim’s Car CleaningJim’s Car Cleaning

Jim’s Computer ServicesJim’s Computer Services

Jim’s Dog WashJim’s Dog WashJim’s Driving SchoolJim’s Driving School

Jim’s FencingJim’s FencingJim’s FloorsJim’s Floors

Jim’s PaintingJim’s PaintingJim’s PavingJim’s Paving

Jim’s Pergolas [gazebos]Jim’s Pergolas [gazebos]Jim’s Pool CareJim’s Pool Care

Jim’s Pressure CleaningJim’s Pressure CleaningJim’s RoofingJim’s Roofing

Jim’s Security DoorsJim’s Security DoorsJim’s TreesJim’s Trees

Jim’s Window CleaningJim’s Window CleaningJim’s WindscreensJim’s Windscreens

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

EXCELLENCE. EXCELLENCE. NO EXCUSES.NO EXCUSES.

WallopWal*Mart16*WallopWal*Mart16*

*Or: Why it’s so ABSURDLY EASYABSURDLY EASY to BEATBEAT a GIANTGIANT Company

The “Small Guys” Guide: Wallop Wal*Mart16

**Brand-Lovemark* Brand-Lovemark* (*Kevin Roberts)(*Kevin Roberts) Maniacs Maniacs! ! (“Branding” is not just for big folks with big budgets. And modest (“Branding” is not just for big folks with big budgets. And modest size is actually a Big Advantage in becoming a local-regional-size is actually a Big Advantage in becoming a local-regional-niche “lovemark.”)niche “lovemark.”)

**Focus on women-as-clients.Focus on women-as-clients. (Most don’t. How stupid.) (Most don’t. How stupid.)

**Excellence!Excellence! (A small player … per me … (A small player … per me …

has no right or reason to exist unless they are in Relentless has no right or reason to exist unless they are in Relentless Pursuit of Excellence. One earns the right—one damn day and Pursuit of Excellence. One earns the right—one damn day and client experience at a time!—to beat the Big Guys in your chosen client experience at a time!—to beat the Big Guys in your chosen niche!)niche!)

**Hands-on, emotional leadership.Hands-on, emotional leadership. (“We are a great & (“We are a great & cool & intimate & joyful & dramatically different team working to cool & intimate & joyful & dramatically different team working to transform our Clients lives via Consistently Incredible transform our Clients lives via Consistently Incredible Experiences!”)Experiences!”)

**A community star!A community star! (“Sell” local-ness per se. Sell the hell (“Sell” local-ness per se. Sell the hell out of it!)out of it!)

**An incredible experience, from the first to last An incredible experience, from the first to last moment—and then in the follow-up!moment—and then in the follow-up! (“These guys (“These guys are cool! They ‘get’ me! They love me!”)are cool! They ‘get’ me! They love me!”)

**DESIGN DRIVEN!DESIGN DRIVEN! (“Design” is a premier weapon-in- (“Design” is a premier weapon-in-pursuit-of-the sublime for small-ish enterprises, including the pursuit-of-the sublime for small-ish enterprises, including the professional services.)professional services.)

**Employer of choice.Employer of choice. (A very cool, well-paid (A very cool, well-paid place to work/learning and growth experience in at place to work/learning and growth experience in at least the short term … marked by notably progressive least the short term … marked by notably progressive policies.) (THIS IS EMINENTLY DO-ABLE!!)policies.) (THIS IS EMINENTLY DO-ABLE!!)

**Sophisticated use of information Sophisticated use of information technologytechnology. (Small-“ish” is no excuse for “small . (Small-“ish” is no excuse for “small aims”/execution in IS/IT!)aims”/execution in IS/IT!)

**Web-power!Web-power! (The Web can make very small very (The Web can make very small very big … if the product-service is super-cool and one big … if the product-service is super-cool and one purposefully masters buzz/viral marketing.)purposefully masters buzz/viral marketing.)

**Innovative!Innovative! (Must keep renewing and expanding (Must keep renewing and expanding and revising and re-imagining “the promise” to and revising and re-imagining “the promise” to employees, the customer, the community.)employees, the customer, the community.)

**Brand-Lovemark* Brand-Lovemark* (*Kevin Roberts)(*Kevin Roberts) Maniacs Maniacs! ! (“Branding” is not just for big folks with big budgets. And modest (“Branding” is not just for big folks with big budgets. And modest size is actually a Big Advantage in becoming a local-regional-size is actually a Big Advantage in becoming a local-regional-niche “lovemark.”)niche “lovemark.”)

**Focus on women-as-clients.Focus on women-as-clients. (Most don’t. How stupid.) (Most don’t. How stupid.)

**Excellence!Excellence! (A small player … per me … (A small player … per me …

has no right or reason to exist unless they are in Relentless has no right or reason to exist unless they are in Relentless Pursuit of Excellence. One earns the right—one damn day and Pursuit of Excellence. One earns the right—one damn day and client experience at a time!—to beat the Big Guys in your chosen client experience at a time!—to beat the Big Guys in your chosen niche!)niche!)

Small Giants: Small Giants: Companies That Companies That

Choose To Be Choose To Be Great Instead Great Instead Of BigOf Big —by Bo Burlingham

*One size fits one. (53 = 53.)*One size fits one. (53 = 53.)*Cause. Space. Decency. *Cause. Space. Decency. *“It.” (Hire Great People. Try a Lot of*“It.” (Hire Great People. Try a Lot of Stuff Accept No Less ThanStuff Accept No Less Than Excellence. Pursue Wow!)Excellence. Pursue Wow!)*EXCELLENCE!*EXCELLENCE!*Excellence. Wherever. (Jim’s Group,*Excellence. Wherever. (Jim’s Group, Basement Systems Inc.)Basement Systems Inc.)**Think 7 11 @ Mt Vernon & Charles.Think 7 11 @ Mt Vernon & Charles. (<Capex, > People)(<Capex, > People)*Smile.*Smile.*Think Whole Foods. (Sorry, but it’s*Think Whole Foods. (Sorry, but it’s true.) (Experience! Flowers on thetrue.) (Experience! Flowers on the way in! Bags that open!)way in! Bags that open!)

< CAPEX< CAPEX> People!> People!

*One size fits one. (53 = 53.)*One size fits one. (53 = 53.)*Cause. Space. Decency. *Cause. Space. Decency. *“It.” (Hire Great People. Try a Lot of*“It.” (Hire Great People. Try a Lot of Stuff Accept No Less ThanStuff Accept No Less Than Excellence. Pursue Wow!)Excellence. Pursue Wow!)*EXCELLENCE!*EXCELLENCE!*Excellence. Wherever. (Jim’s Group,*Excellence. Wherever. (Jim’s Group, Basement Systems Inc.)Basement Systems Inc.)*Think 7 11 @ Mt Vernon & Charles.*Think 7 11 @ Mt Vernon & Charles. (<Capex, > People)(<Capex, > People)**Smile.Smile.*Think Whole Foods. (Sorry, but it’s*Think Whole Foods. (Sorry, but it’s true.) (Experience! Flowers on thetrue.) (Experience! Flowers on the way in! Bags that open!)way in! Bags that open!)

“A man without A man without a smiling face a smiling face

must not open a must not open a shop.”shop.” —Chinese Proverb

*One size fits one. (53 = 53.)*One size fits one. (53 = 53.)*Cause. Space. Decency. *Cause. Space. Decency. *“It.” (Hire Great People. Try a Lot of*“It.” (Hire Great People. Try a Lot of Stuff Accept No Less ThanStuff Accept No Less Than Excellence. Pursue Wow!)Excellence. Pursue Wow!)*EXCELLENCE!*EXCELLENCE!*Excellence. Wherever. (Jim’s Group,*Excellence. Wherever. (Jim’s Group, Basement Systems Inc.)Basement Systems Inc.)*Think 7 11 @ Mt Vernon & Charles.*Think 7 11 @ Mt Vernon & Charles. (<Capex, > People)(<Capex, > People)*Smile.*Smile.**Think Whole Foods. (Sorry, but it’sThink Whole Foods. (Sorry, but it’s true.) (Experience! Flowers on thetrue.) (Experience! Flowers on the way in! Bags that open!)way in! Bags that open!)

FFLLOOWWEERRPPOOWWEERR

**Customer partnership.Customer partnership.*Design (Pooh, the “Deli look 2007”)*Design (Pooh, the “Deli look 2007”)*Communispace. (Got a clue as to what’s in*Communispace. (Got a clue as to what’s in your … STORE LEVEL … customers’ heads,your … STORE LEVEL … customers’ heads, the case of the Remote Control)the case of the Remote Control)*Experience???????? (Still waitin’ for*Experience???????? (Still waitin’ for memorable.) (Stories, suggestions,memorable.) (Stories, suggestions, tableaus … what was the point beyondtableaus … what was the point beyond “ “modernize … Shaw’s Manchester VT)modernize … Shaw’s Manchester VT)*25*25*For Pete’s sake … “OBESITY WORSE THAN*For Pete’s sake … “OBESITY WORSE THAN TERRORISM” (Lea Der Ship! Wild doses ofTERRORISM” (Lea Der Ship! Wild doses of Im Ag In A Tion Noooooooow!) Im Ag In A Tion Noooooooow!)

*Customer partnership.*Customer partnership.**Design (Pooh, the “Deli look 2007”)Design (Pooh, the “Deli look 2007”)*Communispace. (Got a clue as to what’s in*Communispace. (Got a clue as to what’s in your … STORE LEVEL … customers’ heads,your … STORE LEVEL … customers’ heads, the case of the Remote Control)the case of the Remote Control)*Experience???????? (Still waitin’ for*Experience???????? (Still waitin’ for memorable.) (Stories, suggestions,memorable.) (Stories, suggestions, tableaus … what was the point beyondtableaus … what was the point beyond “ “modernize … Shaw’s Manchester VT)modernize … Shaw’s Manchester VT)*25*25*For Pete’s sake … “OBESITY WORSE THAN*For Pete’s sake … “OBESITY WORSE THAN TERRORISM” (Lea Der Ship! Wild doses ofTERRORISM” (Lea Der Ship! Wild doses of Im Ag In A Tion Noooooooow!) Im Ag In A Tion Noooooooow!)

“With its carefully conceived mix of colors and textures,

aromas and music, StarbucksStarbucks is more indicative of our era than the iMac. It is to the Age of

Aesthetics what McDonald’s was to the Age of Convenience or Ford was to the Age of Mass Production—the touchstone success story, the exemplar of … the

aesthetic imperative. … ‘Every Starbucks ‘Every Starbucks store is carefully designed to store is carefully designed to

enhance the quality of enhance the quality of everything the customers see, everything the customers see, touch, hear, smell or taste,’touch, hear, smell or taste,’ writes

CEO Howard Schultz.” -—Virginia Postrel, The Substance of Style: How the Rise of Aesthetic

Value Is Remaking Commerce, Culture and Consciousness

*Customer partnership.*Customer partnership.*Design (Pooh, the “Deli look 2007”)*Design (Pooh, the “Deli look 2007”)**Communispace. (Got a clue as to what’s inCommunispace. (Got a clue as to what’s in your … STORE LEVEL … customers’ heads,your … STORE LEVEL … customers’ heads, the case of the Remote Control)the case of the Remote Control)*Experience???????? (Still waitin’ for*Experience???????? (Still waitin’ for memorable.) (Stories, suggestions,memorable.) (Stories, suggestions, tableaus … what was the point beyondtableaus … what was the point beyond “ “modernize … Shaw’s Manchester VT)modernize … Shaw’s Manchester VT)*25*25*For Pete’s sake … “OBESITY WORSE THAN*For Pete’s sake … “OBESITY WORSE THAN TERRORISM” (Lea Der Ship! Wild doses ofTERRORISM” (Lea Der Ship! Wild doses of Im Ag In A Tion Noooooooow!) Im Ag In A Tion Noooooooow!)

Focus Groups:Focus Groups: No!No!Continuing Continuing

Conversations:Conversations: Yes!Yes!

*Customer partnership.*Customer partnership.*Design (Pooh, the “Deli look 2007”)*Design (Pooh, the “Deli look 2007”)*Communispace. (Got a clue as to what’s in*Communispace. (Got a clue as to what’s in your … STORE LEVEL … customers’ heads,your … STORE LEVEL … customers’ heads, the case of the Remote Control)the case of the Remote Control)**Experience???????? (Still waitin’ forExperience???????? (Still waitin’ for memorable.) (Stories, suggestions,memorable.) (Stories, suggestions, tableaus … what was the point beyondtableaus … what was the point beyond “ “modernize … Shaw’s Manchester VT)modernize … Shaw’s Manchester VT)*25*25*For Pete’s sake … “OBESITY WORSE THAN*For Pete’s sake … “OBESITY WORSE THAN TERRORISM” (Lea Der Ship! Wild doses ofTERRORISM” (Lea Der Ship! Wild doses of Im Ag In A Tion Noooooooow!) Im Ag In A Tion Noooooooow!)

“The [Starbucks] Fix” Is on …

“We have “We have identified a identified a

‘third place.’‘third place.’ And

I really believe that sets us apart. The third place is that place that’s not work or home. It’s the place our customers come for refuge.” —Nancy Orsolini, District

Manager

Experience: “Rebel Lifestyle!”

“What we sell is the “What we sell is the ability for a 43-year-old ability for a 43-year-old accountant to dress in accountant to dress in

black leather, ride black leather, ride through small towns and through small towns and

have people be afraidhave people be afraid of him.” of him.”

HarleyHarley exec, quoted in Results-Based Leadership

Commerce Bank: From “Service” to “Experience”Commerce Bank: From “Service” to “Experience”

7X. 730A-7X. 730A-800P. 800P.

F12A.F12A.**

**’93-’03/10 yr annual return: CB: 29%; ’93-’03/10 yr annual return: CB: 29%; WM: 17%; HD: 16%. Mkt Cap: 48% p.a.WM: 17%; HD: 16%. Mkt Cap: 48% p.a.

““Experiences Experiences are as distinct are as distinct

from services as from services as services are from services are from goods.”goods.” —Joe Pine & Jim Gilmore, The

Experience Economy: Work Is Theatre & Every Business a Stage

CCXXOO**Chief eXperience Officer

*Customer partnership.*Customer partnership.*Design (Pooh, the “Deli look 2007”)*Design (Pooh, the “Deli look 2007”)*Communispace. (Got a clue as to what’s in*Communispace. (Got a clue as to what’s in your … STORE LEVEL … customers’ heads,your … STORE LEVEL … customers’ heads, the case of the Remote Control)the case of the Remote Control)*Experience???????? (Still waitin’ for*Experience???????? (Still waitin’ for memorable.) (Stories, suggestions,memorable.) (Stories, suggestions, tableaus … what was the point beyondtableaus … what was the point beyond “ “modernize … Shaw’s Manchester VT)modernize … Shaw’s Manchester VT)**2525*For Pete’s sake … “OBESITY WORSE THAN*For Pete’s sake … “OBESITY WORSE THAN TERRORISM” (Lea Der Ship! Wild doses ofTERRORISM” (Lea Der Ship! Wild doses of Im Ag In A Tion Noooooooow!) Im Ag In A Tion Noooooooow!)

*Customer partnership.*Customer partnership.*Design (Pooh, the “Deli look 2007”)*Design (Pooh, the “Deli look 2007”)*Communispace. (Got a clue as to what’s in*Communispace. (Got a clue as to what’s in your … STORE LEVEL … customers’ heads,your … STORE LEVEL … customers’ heads, the case of the Remote Control)the case of the Remote Control)*Experience???????? (Still waitin’ for*Experience???????? (Still waitin’ for memorable.) (Stories, suggestions,memorable.) (Stories, suggestions, tableaus … what was the point beyondtableaus … what was the point beyond “ “modernize … Shaw’s Manchester VT)modernize … Shaw’s Manchester VT)*25*25**For Pete’s sake … “OBESITY WORSE THANFor Pete’s sake … “OBESITY WORSE THAN TERRORISM” (Lea Der Ship! Wild doses ofTERRORISM” (Lea Der Ship! Wild doses of Im Ag In A Tion Noooooooow!) Im Ag In A Tion Noooooooow!)

Childhood Childhood Obesity Obesity >> TerrorismTerrorism

Bust Bust fat fat

docs!docs!

**Tommy Trillions & His Friends ByTommy Trillions & His Friends By The Millions!The Millions!*Experiment! TRY IT! (R.F.A., S.A.V., *Experiment! TRY IT! (R.F.A., S.A.V., Sam’s #1)Sam’s #1)*NSPW (New Stuff Per Week.)*NSPW (New Stuff Per Week.)*You do understand … HER … right? *You do understand … HER … right? (I presume >75% of DDB (I presume >75% of DDB managersmanagers are Women?)are Women?)*Passion (My disappointment in *Passion (My disappointment in store managers?????? Lookin’ forstore managers?????? Lookin’ for Mary Kay!)Mary Kay!)

80,000,0080,000,000*0*

* N America, W Europe, Japan (800,000,000)* N America, W Europe, Japan (800,000,000)

$14,000,000,000,000$14,000,000,000,000--

$25,000,000,000,000 $25,000,000,000,000

!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!““People turning 50 People turning 50

today have today have more more thanthan halfhalf of of their adult life their adult life

ahead of them.”ahead of them.” —Bill

Novelli, 50+: Igniting a Revolution to Reinvent America

7/17/133

We are the We are the Aussies & Kiwis &Aussies & Kiwis & Americans & Americans & CanadiansCanadians. We are the . We are the Western Western

EuropeansEuropeans & & JapaneseJapanese. We are the . We are the fastest growingfastest growing, the , the biggestbiggest, the , the

wealthiestwealthiest, the , the boldestboldest, the most (yes) , the most (yes) ambitiouambitious, the most s, the most experimental & experimental &

exploratoryexploratory, the most , the most differentdifferent, the most , the most indulgentindulgent, the most , the most difficult &difficult &

demandingdemanding, the most , the most service & service & experience obsessedexperience obsessed, the most , the most vigorousvigorous, ,

(the (the leastleast vigorous,) the most vigorous,) the most health health consciousconscious, the most , the most femalefemale, the most , the most

profoundly important commercial market profoundly important commercial market in the history of the world—and we will be in the history of the world—and we will be the Center of your universe for the next the Center of your universe for the next

twenty-fivetwenty-five yearsyears. We have arrived!. We have arrived!

See me.See me.Watch me.Watch me.respect me.respect me.

Suck up to me.Suck up to me.Serve me.Serve me.Love me.Love me.

Love my longevity.Love my longevity.Love my m-o-n-e-y. Love my m-o-n-e-y.

Elizabeth Cady StantonElizabeth Cady Stanton(more or less) (circa 0331.2007)(more or less) (circa 0331.2007)

See “See “herher.”.”Watch Watch herher..respect respect herher..

Be obsequious to Be obsequious to herher..Serve Serve herher..Love Love herher..

Love her Love her longlong longevity. longevity.Love Love herher m-o-n-e-y. m-o-n-e-y.

(which is damn near (which is damn near a-l-la-l-l the mon-the mon-$$$$$$$$$$$$.) .)

Boomers’-Geezers’-Women’s Trifecta+Boomers’-Geezers’-Women’s Trifecta+

*Buy/*Buy/allall *Wealth/ *Wealth/allall

*time left/ *time left/ lotslots *Eclipse of males/*Eclipse of males/retireretire--diedie

*Tommy Trillions & His Friends By*Tommy Trillions & His Friends By The Millions!The Millions!**Experiment! TRY IT! (R.F.A., S.A.V., Experiment! TRY IT! (R.F.A., S.A.V., Sam’s #1)Sam’s #1)*NSPW (New Stuff Per Week.)*NSPW (New Stuff Per Week.)*You do understand … HER … right? *You do understand … HER … right? (I presume >75% of DDB (I presume >75% of DDB managersmanagers are Women?)are Women?)*Passion (My disappointment in *Passion (My disappointment in store managers?????? Lookin’ forstore managers?????? Lookin’ for Mary Kay!)Mary Kay!)

try it. Try it. Try it. try it. Try it. Try it. Try it. Try it. Try it. Try it. Try it. Try it.

Try it. Try it. Try it.Try it. Screw it Screw it up.up. Try it. Try it. Try Try it. Try it. Try

it. it. Try it.Try it. Try it. Try it. Try it. Try it. Try it.Try it. Screw it up.Screw it up. it. it. Try it. Try it. Try it.Try it. try it. try it.

Try it.Try it. Screw it up.Screw it up. Try Try it. Try it. Try it.it. Try it. Try it.

What makes What makes God laugh?God laugh?

PeoplePeople makingmaking plans!plans!

do do things.things.

““We have a We have a ‘strategic plan.’ ‘strategic plan.’ It’s called It’s called doing doing thingsthings.”.” — Herb Kelleher

drill.drill.

“This is so simple it sounds stupid, but it is amazing how few oil people really

understand that you only you only find oil if you find oil if you drill wellsdrill wells.. You may

think you’re finding it when you’re drawing maps and

studying logs, but you have to drill.”

Source: The Hunters, by John Masters, Canadian O & G wildcatter

try try things.things.

““We made mistakes, of course. Most of them were We made mistakes, of course. Most of them were omissions we didn’t think of when we initially wrote the omissions we didn’t think of when we initially wrote the

software. software. We fixed them by doing it over and over, We fixed them by doing it over and over, again and again.again and again. We do the same today. While our We do the same today. While our competitors are still sucking their thumbs trying to competitors are still sucking their thumbs trying to

make the design perfect, we’re already on prototype make the design perfect, we’re already on prototype

versionversion ##55.. By the time our rivals areBy the time our rivals are

ready with wires and screws, we are on versionready with wires and screws, we are on version

##1010.. It gets back to It gets back to

planning versus actingplanning versus acting: : We act We act from day onefrom day one; ; others plan how others plan how toto planplan——for monthsfor months.”.” —Bloomberg by —Bloomberg by

BloombergBloomberg

Screw. Screw. things.things.

Up.Up.

Sam’s Sam’s Secret Secret

#1!#1!

try.try.Miss.Miss.try.try.

READY.READY.FIRE!FIRE!AIM.AIM.

Ross Perot (vs “Aim! Aim! Aim!” /EDS vs GM/1985)

S.A.S.A.V.V.

No try. No try. No deal.No deal.

““You miss You miss

100100%%

of the shots of the shots you never you never

take.”take.” —Wayne—Wayne GretzkyGretzky

*Tommy Trillions & His Friends By*Tommy Trillions & His Friends By The Millions!The Millions!*Experiment! (R.F.A., S.A.V., *Experiment! (R.F.A., S.A.V., Sam’s #1)Sam’s #1)**NSPW (New Stuff Per Week.)NSPW (New Stuff Per Week.)*You do understand … HER … right? *You do understand … HER … right? (I presume >75% of DDB (I presume >75% of DDB managersmanagers are Women?)are Women?)*Passion (My disappointment in *Passion (My disappointment in store managers?????? Lookin’ forstore managers?????? Lookin’ for Mary Kay!)Mary Kay!)

*Tommy Trillions & His Friends By*Tommy Trillions & His Friends By The Millions!The Millions!*Experiment! (R.F.A., S.A.V., *Experiment! (R.F.A., S.A.V., Sam’s #1)Sam’s #1)*NSPW (New Stuff Per Week.)*NSPW (New Stuff Per Week.)**You do understand … HER … right? You do understand … HER … right? (I presume >75% of DDB (I presume >75% of DDB managersmanagers are Women?)are Women?)*Passion (My disappointment in *Passion (My disappointment in store managers?????? Lookin’ forstore managers?????? Lookin’ for Mary Kay!)Mary Kay!)

women.women.BOOMERBOOMER

S.S.GEEZERSGEEZERS

““Forget Forget ChinaChina, , IndiaIndia and the and the

InternetInternet: Economic : Economic Growth Is Driven Growth Is Driven

by by WomenWomen.”.” —Headline,

Economist, April 15, 2006, Leader, page 14

Women’sWomen’s Trifecta+ Trifecta+

**BuyBuy * *WealthWealth

**LeadLead

++ECLIPSE OF ECLIPSE OF MALESMALES

(Old/Retire; Young/Poorly educated)

“Women don’t buy

brands. They They join themjoin them.”.”

EVEolution

Selling to men:Selling to men: The The TRANSACTIONTRANSACTION Model Model

Selling to Women:Selling to Women: The The RELATIONALRELATIONAL Model Model

Source: Source: Selling to Men, Selling to WomenSelling to Men, Selling to Women, Jeffery Tobias Halter, Jeffery Tobias Halter

10 UNASSAILABLE REASONS WOMEN RULE10 UNASSAILABLE REASONS WOMEN RULE

WomenWomen make [all] the financial decisions. make [all] the financial decisions.WomenWomen control [all] the wealth. control [all] the wealth.WomenWomen [substantially] outlive men. [substantially] outlive men.WomenWomen start most of the new businesses. start most of the new businesses.Women’sWomen’s work force participation rates have work force participation rates have soared worldwide.soared worldwide.WomenWomen are closing in on “same pay for same are closing in on “same pay for same job.”job.”WomenWomen are penetrating senior ranks rapidly are penetrating senior ranks rapidly [even if the pace is slow for the corner [even if the pace is slow for the corner office per se].office per se].Women’s Women’s leadership strengths are exceptionally wellleadership strengths are exceptionally well aligned with new organizational effectiveness &aligned with new organizational effectiveness & value-added imperatives.value-added imperatives.WomenWomen are better salespersons than men. are better salespersons than men.WomenWomen buy [almost] everything—commercial buy [almost] everything—commercial as well as consumer goods.as well as consumer goods.

SoSo whatwhat exactlyexactly isis … … thethe pointpoint ofof menmen??

*Tommy Trillions & His Friends By*Tommy Trillions & His Friends By The Millions!The Millions!*Experiment! (R.F.A., S.A.V., *Experiment! (R.F.A., S.A.V., Sam’s #1)Sam’s #1)*NSPW (New Stuff Per Week.)*NSPW (New Stuff Per Week.)*You do understand … HER … right? *You do understand … HER … right? (I presume >75% of DDB (I presume >75% of DDB managersmanagers are Women?)are Women?)**Passion (My disappointment in Passion (My disappointment in store managers?????? Lookin’ forstore managers?????? Lookin’ for Mary Kay!)Mary Kay!)

EXCELLENCE.EXCELLENCE. BEDROCK.BEDROCK.

LEADERSHIP.LEADERSHIP.Passion.Passion.“9 P“9 Pss.”.”

PURPOSEPURPOSE..PASSIONPASSION..PotentialPotential..PresencePresence..PersonalPersonal..

PERSISTENCEPERSISTENCE..PEOPLEPEOPLE. . PotentPotent..

PositivePositive..

““People want to be part People want to be part of something larger than of something larger than themselvesthemselves.. They want to They want to

be part of something they’re be part of something they’re really really proudproud of, that they’ll of, that they’ll

fight fight forfor,, sacrifice sacrifice forfor , , trusttrust.”.” —Howard Schultz, Starbucks (IBD/09.05)

PURPOSEPURPOSE..

PASSIONPASSION..PotentialPotential..PresencePresence..PersonalPersonal..

PositivePositive..

““Nothing is so Nothing is so contagious as contagious as enthusiasm.”enthusiasm.”

—Samuel Taylor Coleridge

PURPOSEPURPOSE..PASSIONPASSION..

PotentialPotential..PresencePresence..PersonalPersonal..

PositivePositive..

“The role of the Director is to create a space where the actors

and actresses can become become more than they’ve ever more than they’ve ever been before, more than been before, more than

they’ve dreamed of they’ve dreamed of beingbeing.”.” —Robert Altman, Oscar acceptance speech

PURPOSEPURPOSE..PASSIONPASSION..PotentialPotential..

PresencePresence..PersonalPersonal..

PositivePositive..

PURPOSEPURPOSE..PASSIONPASSION..PotentialPotential..PresencePresence..

PersonalPersonal..PERSISTENCEPERSISTENCE..

PEOPLEPEOPLE. . PotentPotent..

PositivePositive..

““You must You must bebe the change you the change you

wish to see in the wish to see in the world.”world.”

Gandhi

PositivePositive..

““Success seems to Success seems to be largely a be largely a

mattermatter

of of hanginghanging onon after others after others have let go.”have let go.” —William

Feather, author

BonusBonusPURPOSEPURPOSE..PASSIONPASSION..PotentialPotential..PresencePresence..PersonalPersonal..

pissed offpissed off. . PlayfulPlayful..

PERSISTENCEPERSISTENCE..

PreparedPrepared..PEOPLEPEOPLE. . PeculiarPeculiar..PotentPotent..

PositivePositive..

PERSISTENCEPERSISTENCE..

PEOPLEPEOPLE. . PotentPotent..

PositivePositive..

‘‘dodo’’ people. people.

‘‘SERVESERVE’’ people. people.

““Sorry, I’ve got Sorry, I’ve got to go—the HR to go—the HR people get on people get on

me if I don’t go me if I don’t go do my ‘shake do my ‘shake

hands-chat up’ hands-chat up’ duty”duty” —president, large division —president, large division

of large company in the _______ industryof large company in the _______ industry

PERSISTENCEPERSISTENCE..PEOPLEPEOPLE. .

PotentPotent..PositivePositive..

Kevin Roberts’ Credo

11. Ready. Fire! Aim.. Ready. Fire! Aim.2. If it ain’t broke ... Break it!2. If it ain’t broke ... Break it!3. Hire crazies.3. Hire crazies.4. Ask dumb questions.4. Ask dumb questions.5. Pursue failure.5. Pursue failure.6. Lead, follow ... or get out of the way!6. Lead, follow ... or get out of the way!7. Spread confusion.7. Spread confusion.8. Ditch your office.8. Ditch your office.9. Read odd stuff.9. Read odd stuff.

10. Avoid moderationAvoid moderation!!

PositivePositive..

The greatest dangerThe greatest dangerfor most of usfor most of us

is not that our aim isis not that our aim istoo hightoo high

and we miss it,and we miss it,but that it isbut that it is

too lowtoo lowand we reach it.and we reach it.

Michelangelo

PositivePositive..

““Excellence can be obtained if you:Excellence can be obtained if you: ... care more than others think is wise; ... care more than others think is wise; ... risk more than others think is safe; ... risk more than others think is safe; ... dream more than others think ... dream more than others think is practical;is practical; ... expect more than others think ... expect more than others think is possible.”is possible.”

Source: Anon. (Posted @ tompeters.com by K.Sriram, November 27, 2006 1:17 AM)

Hire Great PeopleHire Great People (Resilient, Passionate)(Resilient, Passionate)

Try a Lot of StuffTry a Lot of Stuff (S.A.V./R.F.A.)(S.A.V./R.F.A.)

aCCEPT NO LESS THAN aCCEPT NO LESS THAN EXCELLENCE/PURSUE EXCELLENCE/PURSUE Wow!Wow!

enjoy It While It Lastsenjoy It While It Lasts

"Life is not a journey to the grave with the intention of arriving safely in one pretty

and well preserved piece, but to skid across the line

broadside, thoroughly used up, worn out, leaking oil,

shouting ‘GERONIMO!’GERONIMO!’ ” —Bill McKenna, professional motorcycle racer

(Cycle magazine 02.1982)

Ger-Ger-onon-i--i-momo!!

IDDBA24IDDBA24*Planetree! Commerce! Cirque! (Pianos! Dog biscuits!) *Planetree! Commerce! Cirque! (Pianos! Dog biscuits!) *Jerry Garcia … or bust (“only ones who do what we do,” “insanely great,” “radically *Jerry Garcia … or bust (“only ones who do what we do,” “insanely great,” “radically thrilling,” “gaspworthy.” thrilling,” “gaspworthy.” *Think Wegmans. (Staff: #1; the Manager’s Handbook of Decencies; “Kindness is *Think Wegmans. (Staff: #1; the Manager’s Handbook of Decencies; “Kindness is free.”)free.”)*”Wow” is free, too.*”Wow” is free, too.*Hire nut cases (the “O for 800” rule holds for DDB)*Hire nut cases (the “O for 800” rule holds for DDB)*E Val U A Tion, 53 = 53.*E Val U A Tion, 53 = 53.*Cause. Space. Decency. *Cause. Space. Decency. *Hire Great People. Try a Lot of Stuff Accept No Less Than Excellence. Pursue Wow!*Hire Great People. Try a Lot of Stuff Accept No Less Than Excellence. Pursue Wow!*EXCELLENCE!*EXCELLENCE!*Think 7 11 @ Mt Vernon & Charles. (<Capex, > People)*Think 7 11 @ Mt Vernon & Charles. (<Capex, > People)*Think Whole Foods. (Sorry, but it’s true.) (Experience! Flowers on the way in! Bags *Think Whole Foods. (Sorry, but it’s true.) (Experience! Flowers on the way in! Bags that open!)that open!)*Customer partnership.*Customer partnership.*Design (Pooh, the “Deli look 2007”)*Design (Pooh, the “Deli look 2007”)*Communispace. (Got a clue as to what’s in your … STORE LEVEL … customers’ *Communispace. (Got a clue as to what’s in your … STORE LEVEL … customers’ heads, the case of the Remote Control)heads, the case of the Remote Control)*Experience???????? (Still waitin’ for memorable.) (Stories, suggestions, tableaus … *Experience???????? (Still waitin’ for memorable.) (Stories, suggestions, tableaus … what was the point beyond “modernize … Shaw’s Manchester VT)what was the point beyond “modernize … Shaw’s Manchester VT)*For Pete’s sake … “OBESITY WORSE THAN TERRORISM” (Lea Der Ship! Wild doses of *For Pete’s sake … “OBESITY WORSE THAN TERRORISM” (Lea Der Ship! Wild doses of Im Ag In A Tion Noooooooow!) Im Ag In A Tion Noooooooow!) *Tommy Trillions & His Friends By The Millions!!!!!!!!!!!!!!*Tommy Trillions & His Friends By The Millions!!!!!!!!!!!!!!*Experiment!!!!!!!!!!!!!!!!!! (R.F.A.,S.A.V., Sam’s #1)*Experiment!!!!!!!!!!!!!!!!!! (R.F.A.,S.A.V., Sam’s #1)*NSPW (New Stuff Per Week.)*NSPW (New Stuff Per Week.)*Passion (My disappointment in store managers?????? Lookin’ for Mary Kay!)*Passion (My disappointment in store managers?????? Lookin’ for Mary Kay!)*You do understand … HER … right? (I presume >75% of DDB *You do understand … HER … right? (I presume >75% of DDB managers managers are Women?)are Women?)

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Tompeters ! company 1 Welcome!. tompeters ! company 2 The White Collar Revolution

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Tompeters ! company 1 The White Collar Revolution

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