long Tom Peters’ EXCELLENCE . ALWAYS . ONO/Management Forum Madrid/30 November 2006

longlong

Tom Peters’Tom Peters’

EXCELLENCEXCELLENCEE. . ALWAYSALWAYS..

ONO/Management ForumONO/Management ForumMadrid/30 November 2006Madrid/30 November 2006

X.AL.X.AL.

EEXXCELLENCE. CELLENCE. ALALWAYS.WAYS.

““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)

X.AL.X.AL.

EEXXCELLENCE. CELLENCE. ALALWAYS.WAYS.

TheThe Irreducible209+Irreducible209+One Word+One Word+

The Cup ChallengeThe Cup ChallengeThe Sales122The Sales122

60TIBs60TIBsTom-Tom-AA-to,Tom--to,Tom-ahah-to-to

3,000,000,0003,000,000,000

5/425/42500/900500/900

“… America’s god-given right “… America’s god-given right …”…”

“Better By Design”: A National Strategy

NZ = DesignNZ = Design ExcellenceExcellence

HA. HA. HA. HA. HA. HA. HA. HA. HA. HA. HA. HA. HA. HA. HA. HA. HA. HA. HA. HA. HA. HA. HA. HA. HA. HA. HA. HA.

HA. HA.

“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

“Ford, GM and Chrysler do not just make cars expensively … they make bad

cars expensively.” —

Investec analyst, International Herald, 0805.06

“Forbes100” from 1917 to 1987: 39 members of the Class of ’17 were

alive in ’87; 18 in ’87 F100; 18 F100 “survivors” significantly underperformed the market;

just 2 (2%), GE & Kodak,,

outoutpperformederformed the market from 1917 to 1987. the market from 1917 to 1987.

Source: Dick Foster & Sarah Kaplan, Creative Destruction: Why Companies That Are Built to Last Underperform the Market

Welcome to the “Club of Shattered Dreams”:

Of Korea’s Top 100Top 100 companies

in 1955, only 77 were still on the list in 2004. The 1997 crisis

“destroyed halfhalf of Korea’s

3030 largest conglomerates.”

Source: “KET Issue Report,” Kim Jong Nyun (14.05.2005)

S&P Stability Ratings*

1985 2006

Low Risk 41% Low Risk 41% 13%13% Average Risk 24% 14%

High RiskHigh Risk 35% 35% 73%73%

*Likelihood of stable long-term earnings growth

Source: Fortune (2 October 2006)

Flat as a Pancake (Or Worse)Flat as a Pancake (Or Worse)

Wal*Mart … Wal*Mart … Dell … Intel Dell … Intel

… Home … Home Depot … Depot …

Microsoft … Microsoft … GEGE

The The lastlast word: word: There There

is is nono last last word.word.

“It is generally much easier to kill an

organization than change it substantially.”

—Kevin Kelly, Out of Control

C.E.O.C.E.O. to

C.D.O.C.D.O.

TP#1*:

NetscapeNetscape!!

*Where would you rather have worked for those 5 yearsWhere would you rather have worked for those 5 years, Netscape or IBM-HP-Microsoft-Oracle? (Where, 25 years from now, would you

rather to be able to tell someone—e.g., grandchild—that you worked?)

HA. HA. HA. HA. HA. HA. HA. HA. HA. HA. HA. HA. HA. HA. HA. HA. HA. HA. HA. HA. HA. HA. HA. HA. HA. HA. HA. HA.

HA. HA.

“It is generally much easier to kill an

organization than change it substantially.”

—Kevin Kelly, Out of Control

Message/Implication: Message/Implication: go for itgo for it!

C.E.O.C.E.O. to

C.D.O.C.D.O.

EXCELLENCE. EXCELLENCE.

ALLALL . YOU. . YOU. NEED. TO. NEED. TO.

KNOW.KNOW.

““20-20-minute minute

rule”rule” —Craig Johnson/30 yrs

“One bank is currently claiming to …

‘leverage its global footprint

to provide effective financial

solutions for its customers by providing a gateway to

diverse markets.”

—Charles Handy

“I assume that it is just saying that it is

there to ‘‘helhelpp its its customers customers

wherever thewherever theyy are’are’.”.”

—Charles Handy

EXCELLENCE.EXCELLENCE.

ALL. YOU. NEED. ALL. YOU. NEED. TO. KNOW. TO. KNOW. ANYANYWHERE.WHERE.

ANYANY MARKET. MARKET. ANYANY TIME. TIME.

Jim’s Jim’s GroupGroup


SIBERIA.SIBERIA.

““Why in the Why in the world did world did you go to you go to SSiberiaiberia?”?”

Raging Success Raging Success == P P-SQUARED-SQUARED. .

CC. . EE-CUBED-CUBED..

PPeople.eople.PProduct.roduct.CClients.lients.

EExecution.xecution.EEnthusiasm.nthusiasm.EExcellence.xcellence.

“To me business isn’t To me business isn’t about wearing suits or about wearing suits or pleasing stockholders. pleasing stockholders. It’s about being true to It’s about being true to yourself, your ideas and yourself, your ideas and

focusing on the focusing on the essentialsessentials.”.” —Richard Branson

PPeople.eople.PProduct.roduct.CClients.lients.

EExecution.xecution.EEnthusiasm.nthusiasm.EExcellence.xcellence.

RResilience.esilience.RRelentless. elentless.

SSenility.enility.

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 Entrepreneurship

4. Productivity Through 4. Productivity Through PeoplePeople5. 5. HandsHands OnOn, Value-Driven, Value-Driven6. Stick to the Knitting6. Stick to the Knitting

7. 7. SimpleSimple Form, Form, LeanLean StaffStaff8. Simultaneous Loose-Tight Properties” 8. Simultaneous Loose-Tight Properties”

The older I The older I get the get the lessless boring the boring the “basics” “basics” become!become!


INNOVATE. INNOVATE. OR. DIE.OR. DIE.

““It is It is notnot the the strongest of the strongest of the

species that survives, species that survives, nornor the most the most

intelligent, but intelligent, but the the one most responsive one most responsive to changeto change.”.” —Charles Darwin


INNOVATE. INNOVATE. ALL. ALL. WRONGWRONG..

“I don’t believe in

economies of scale. You don’t get better by being bigger. You get worse.” —

Dick Kovacevich/Wells Fargo

“When asked to name just one big merger that had lived up to

expectations, Leon Cooperman, former cochairman of Goldman Sachs’

Investment Policy Committee,

answered: I’m sure there are success stories

out there, but at this moment I draw a

blank.” —Mark Sirower, The Synergy Trap

More Than $$$$

#1#1 R&D

spending, last 25 years/USA?


INNOVATE. INNOVATE. ALL. ALL. WRONGWRONG..

The The MessMess Is Is the the

MessageMessage!! PeriodPeriod!!


INNOVATE. INNOVATE. TACTICS..

We We becomebecome who we hang who we hang

out with!out with!

Innovation’s Saviors-in-Waiting

DisgruntledDisgruntled Customers CustomersOff-the-ScoOff-the-Scoppee Competitors Competitors

Rogue Rogue EmployeesEmployeesFringeFringe Suppliers Suppliers

Wayne Burkan, Wide Angle Vision: Beat the Competition by Focusing on Fringe Competitors, Lost Customers, and Rogue Employees

Measure “Strangeness”/Portfolio Quality

StaffStaffConsultantsConsultants

VendorsVendorsOut-sourcing Partners Out-sourcing Partners (#, Quality)(#, Quality)

Innovation Alliance PartnersInnovation Alliance PartnersCustomersCustomers

Competitors Competitors (who we “benchmark” against)(who we “benchmark” against)

Strategic Initiatives Strategic Initiatives Product Portfolio Product Portfolio (LineEx v. Leap)(LineEx v. Leap)

IS/IT ProjectsIS/IT ProjectsHQ LocationHQ Location

Lunch MatesLunch MatesLanguageLanguage

BoardBoard

Employees: “Are there“Are there enouenougghh weirdweird ppeoeopplele in the lab in the lab

these days?”these days?”V. Chmn., pharmaceutical house, to a lab director

Innovation Innovation “Tool”/“Source” # 1:“Tool”/“Source” # 1:

Pissed Off Pissed Off Person/ Person/ PeoplePeople

“The The Bottleneck Bottleneck

Is at the Top Is at the Top of the of the

Bottle”Bottle”“Where are you likely to find people with the least diversity of

experience, the largest investment in the past, and the greatest reverence for industry dogma:

AtAt thethe totop!”p!”

— Gary Hamel/Harvard Business Review

futuremarkfuturemark

““To grow, companies To grow, companies need to break out of a need to break out of a

vicious cycle of vicious cycle of competitive competitive

benchmarking and benchmarking and imitation.”imitation.” —W. Chan Kim & Renée Mauborgne,

“Think for Yourself —Stop Copying a Rival,” Financial Times/2003

“How do dominant companies

lose their position? Two-Two-thirds of the time, thirds of the time,

thethey py pick the wronick the wrongg competitor to worrcompetitor to worryy

aboutabout.”.” —Don Listwin, CEO,

Openwave Systems/WSJ

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. Try it.Try it. Try it. Try it. Try itTry 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. 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.

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

“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

““ExperimenExperiment t

fearlessly”fearlessly”Source: BW0821.06, Type A Organization Strategies/

“How to Hit a Moving Target”—Tactic #1

““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

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

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

Excellence1982: The Bedrock “Eight Basics”

1.1. A Bias for ActionA Bias for Action2. Close to the Customer2. Close to the Customer3. Autonomy and Entrepreneurship3. Autonomy and Entrepreneurship4. Productivity Through People4. Productivity Through People5. Hands On, Value-Driven5. Hands On, 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”

Think!Think!vs.vs.

do!do!

““Action is the Action is the foundational foundational

key of all key of all success.”success.” —Picasso—Picasso

““The secret of The secret of getting getting aheadahead

is getting is getting startedstarted.”.” ——Agatha ChristieAgatha Christie

““The secret to The secret to having good ideas having good ideas is to have a lot of is to have a lot of ideas, then throw ideas, then throw

the bad ones the bad ones away.”away.” —Linus Pauling

““Intelligent people Intelligent people can always come up can always come up

with intelligent with intelligent reasons to do reasons to do

nothing.”nothing.” —Scott Simon—Scott Simon

tolerate tolerate [encourage?] [encourage?]

failurefailure

Sam’s Sam’s Secret Secret

#1!#1!

““RewardReward excellent failures.

PunishPunish mediocre

successes.”Phil Daniels, Sydney exec

Speed/ Speed/ Tempo/Tempo/

is-it-Telecomis-it-Telecom

“the FedFedExEx EconomyEconomy”

—headline/New York Times/10.08.05

“Any3”: Anything/ Anything/ Anywhere/ Anywhere/ AnytimeAnytime

“UPS used to be a trucking

company with technology.

Now it’s Now it’s a technoloa technologygy comcomppananyy with with

truckstrucks.”.” —Forbes

Wal*Mart Wal*Mart (!)(!) & Katrina& Katrina

Open-source Open-source Goldmining!Goldmining!

Rob McEwen, CEO, Rob McEwen, CEO, Goldcorp Inc.Goldcorp Inc.

““Goldcorp Challenge”/ Goldcorp Challenge”/ $575,000$575,000

Source: Source: Wikinomics: How Mass Collaboration Changes Wikinomics: How Mass Collaboration Changes Everything,Everything, Don Tapscott & Anthony Williams Don Tapscott & Anthony Williams

Mark Gerson:Mark Gerson: “a networking wizard “a networking wizard who has done for professional who has done for professional

investors something akin to what investors something akin to what Match.com has done for the nation’s Match.com has done for the nation’s

singles. He hooks up current and singles. He hooks up current and former middle managers from former middle managers from hundreds of companies with hundreds of companies with

professional investors desperateprofessional investors desperate for an investing edge.” for an investing edge.” [180,000][180,000]

Source: Headline, right column, page 1, Wall Street Journal, 27 November 2006: “Seeking an Edge Big “Seeking an Edge Big

Investors Turn to Network of Informants. Mark Gerson Investors Turn to Network of Informants. Mark Gerson Assembles Web of Moonlighting Managers.”Assembles Web of Moonlighting Managers.”

Explosion of “Stay at Home” ServicesExplosion of “Stay at Home” Services

Beacon Hill VillageBeacon Hill Village (>50; $580 per year; (>50; $580 per year; screened providers, 10%+ off; $35 to take screened providers, 10%+ off; $35 to take

cat and member to vet)cat and member to vet)

Geriatric care managersGeriatric care managers ($80-$200 per ($80-$200 per hour; Nat’l Ass’n of Professional Geriatric Care hour; Nat’l Ass’n of Professional Geriatric Care

Managers)Managers)

Seniors Safe@HomeSeniors Safe@Home (monitor client (monitor client movements such as bathroom, gotten out of bed; BP, movements such as bathroom, gotten out of bed; BP,

sugarsugar levels, data screened by call center, available via levels, data screened by call center, available via

Web to children; etc) Web to children; etc)

Power Tools Power Tools For Power For Power StrategiesStrategies

Productivity!Productivity!

McKesson 2003-2004: McKesson 2003-2004: Revenue … Revenue … +$7B+$7B

Employees … Employees … +500+500

Source: USA Today

Sysco!Sysco!

Go for the Go for the BoldBold

* * BoldBold/Aggressive/$$$$/Aggressive/$$$$* * BoldBold/GameChanger /GameChanger * * BoldBold/Creative Destruction/Creative Destruction* * BoldBold/“Cool” Supplier Portfolio/“Cool” Supplier Portfolio* * BoldBold/Web Fanaticism/Web Fanaticism

““eebusiness is about business is about rebuilding the rebuilding the

organization from the organization from the ground up.ground up. Most companies today Most companies today

are not built to exploit the Internet. Their are not built to exploit the Internet. Their business processes, their approvals, their business processes, their approvals, their

hierarchies, the number of people they hierarchies, the number of people they employ … all of that is wrong for running employ … all of that is wrong for running

an ebusiness.”an ebusiness.” —Ray Lane, Kleiner Perkins

focusfocus

““We will We will notnot, I , I repeat repeat notnot, ,

pretend to be pretend to be ‘all things to all ‘all things to all people.’”people.’” —CEO, Investec (03.06)

The Benefits of … “FOCUSED EXCELLENCE”

Shouldice/Hernia Repair:

3030 min, 1%1% recurrence.

Avg: 9090 min, 10%-15%10%-15% recurrence.

Source: Complications, Atul Gawande

Private Equity-financedPrivate Equity-financed Firm, Firm, BestBest *Case *Case

*Focus! Focus! Focus!*Focus! Focus! Focus!*In a [Big] hurry*In a [Big] hurry

*CEO/Top team, “skin*CEO/Top team, “skin in the game” in the game”

*CEO, 100% of time*CEO, 100% of time on the biz on the biz

*Merit! Merit!*Merit! Merit!*Motivated oversight*Motivated oversight

*Worst case: Rape & Pillage

Focus: “All Strategy Is Local:“All Strategy Is Local: True competitive advantages True competitive advantages

are harder to find and maintain are harder to find and maintain

than people realize.than people realize. The The odds are best in odds are best in

titigghtlhtlyy drawn drawn markets, not bimarkets, not bigg, , sspprawlinrawlingg ones” ones”

—Title/ Bruce Greenwald & Judd Kahn/HBR09.05

bet the bet the farmfarm

No Wiggle Room!No Wiggle Room!

“Incrementalism“Incrementalism is innovation’s is innovation’s worstworst enemy.” enemy.”

Nicholas Negroponte

“I don’t intend to be known as

the ‘King of the

Tinkerers.’ ”CEO, large financial services company

“Beware of the tyranny of making

Small Changes to Small

Things. Rather,

make BigBig Changes

to BigBig Things.”

—Roger Enrico, former Chairman, PepsiCo

Five MYTHS About Changing Behavior

*Crisis is a powerful impetus for change*Change is motivated by fear*The facts will set us free

*Small, gradual changes are always easier to make and sustain*We can’t change because our brains become “hardwired” early in life

Source: Fast Company/05.2005

Conscious Conscious measurementmeasurement

Innovation IndexInnovation Index:: How many of your Top 5Top 5 Strategic

Initiatives/Key Projects score 88 or higher or higher [out of 10] on a

“Weird”“Weird”/ / “Profound”“Profound”/ / “Wow”“Wow”//“Game- changer”“Game- changer”

Scale?

re-imagine re-imagine the “value the “value

added” added” equationequation

$55$55BB

““Big Brown’s New Bag: UPSBig Brown’s New Bag: UPS

Aims to Be theAims to Be the Traffic Traffic ManagerManager for for Corporate Corporate

AmericaAmerica”” —Headline/BW/2004

Up,Up, Up,Up, Up, Up,

UpUp

the Value-added Ladder.

The “Value-added Ladder”

Services/Services/TransactionsTransactionsManufactured Goods/Manufactured Goods/ThinThinggss

Extracted Raw Materials/ Extracted Raw Materials/StuffStuff

The [NEW] “Value-added Ladder”

Gamechanging Gamechanging SolutionsSolutions/ / Implemented Customer Implemented Customer

culture change & culture change & successsuccess

Services/TransactionsManufactured Goods/Things

Extracted Raw Materials/Stuff

PSFPSF

Department Head

to …

ManaginManaging g

PartnerPartner, , ISIS [HR, R&D, etc.] IncInc..

Are you … ““Rock Rock Stars of the Stars of the

AAgge of Talente of Talent””

“Experiences are as distinct

from services as services are from

goods.” —Joe Pine & Jim Gilmore, The Experience Economy:

Work Is Theatre & Every Business a Stage

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


spellbindingspellbinding ExperiencesExperiences Gamechanging SolutionsGamechanging Solutions

ServicesGoods

Raw Materials

Up,Up, Up,Up, Up, Up,

UpUp

the Value-added Ladder.

Furniture vs. Dreams

“We do not sell ‘furniture’ at

Domain. We sell We sell dreamsdreams. This is

accomplished by addressing the half-formed needs in our

customers’ heads. By uncovering these needs, we, in essence, fill in the blanks. We We

convert ‘needs’ into convert ‘needs’ into ‘dreams.’ Sales are the ‘dreams.’ Sales are the

inevitable resultinevitable result.”.” — Judy George,

Domain Home Fashions

Dream MerchantsDream Merchants::

IBMIBMUPSUPS


dreamsdreams comecome truetruespellbinding Experiencesspellbinding Experiences Gamechanging SolutionsGamechanging Solutions

ServicesGoods

Raw Materials

[totally] re-imagine [totally] re-imagine the business around the business around the the twotwo staggering staggering

“new” opportunities“new” opportunities

womenwomen

““Forget Forget ChinaChina, , IndiaIndia andand the the

InternetInternet: Economic : Economic Growth Is Driven Growth Is Driven

by by WomenWomen..””

—Headline, Economist, April 15, 2006, Leader, page 14

“Women are thethe

majority market”

—Fara Warner/The Power of the Purse

“She knows more about the [Volvo] than the salesman who greets

her at the door. But how is she treated? As if she has a low IQ , is

slightly hard of hearing , and really has no right to be buying a luxury

car; and if she brought a male friend with her, odds are 10:1 that the

clueless salesperson spent most of his time speaking to him .”

—Selling to Men, Selling to Women, Jeffery Tobias Halter

Selling to men: The The TRANSACTION Model Model

Selling to Women: The The RELATIONAL Model Model

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

“Women don’t buy

brands. They They join themjoin them.”.”

EVEolution

““Forget Forget ChinaChina, , IndiaIndia andand the the

InternetInternet: Economic : Economic Growth Is Driven Growth Is Driven

by by WomenWomen..””

—Headline, Economist, April 15, 2006, Leader, page 14

““One thing is certain: Women’s rise to power, which is One thing is certain: Women’s rise to power, which is linked to the increase in wealth per capita, is happening linked to the increase in wealth per capita, is happening in all domains and at all levels of society. Women are no in all domains and at all levels of society. Women are no

longer content to provide efficient labor or to be longer content to provide efficient labor or to be consumers with rising budgets and more autonomy to consumers with rising budgets and more autonomy to spend. … This is just the beginning. The phenomenon spend. … This is just the beginning. The phenomenon

will only grow as girls prove to be more successful than will only grow as girls prove to be more successful than

boys in the school system.boys in the school system. For a number of For a number of observers, we have already observers, we have already

entered the entered the ageage of of ‘‘womenomicswomenomics,’ the economy as ,’ the economy as thought out and practiced by a thought out and practiced by a

woman.”woman.”

—Aude Zieseniss de Thuin, Financial Times, 10.03.2006

““Since Since 19701970, , women have women have

held held twotwo out of out of every every three three new new jobs created.”jobs created.” —FT,

10.03.2006

boomersboomers-geezers-geezers

2000-2010 Stats2000-2010 Stats

18-44: -1%

55+: +21%(55-64: +47%)

!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!““People turning 50 People turning 50 today have today have more more thanthan halfhalf of their of their

adult life ahead of adult life ahead of them.”them.” —Bill Novelli, 50+: Igniting a

Revolution to Reinvent America

Average # of cars purchased per

household, “lifetime”: 13Average # of cars bought per household after the “head

of household” reaches age 50: 7Source: Marti Barletta, PrimeTime Women

44-65: “New “New Customer Customer Majority”Majority” *

*45% larger than 18-43; 60% larger by 2010Source: Ageless Marketing, David Wolfe & Robert Snyder

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

EXCELLENCE.EXCELLENCE.1966. 2006.1966. 2006.

4/404/40

De-centralizationDe-centralizationexecutionexecution

accountabilityaccountability6:15a.m.6:15a.m.

““If if feels If if feels painfulpainful and and

scaryscary—that’s —that’s realreal delegation”delegation”

—Caspian Woods, small biz owner

““ExecutionExecution is is the the jobjob of the of the

businessbusiness leaderleader.”.” —Larry Bossidy—Larry Bossidy & Ram

Charan/ Execution: The Discipline of Getting Things Done

“Execution is a

systematic systematic processprocess of rigorously

discussing hows and whats, tenaciously following through, and

ensuring accountability.” —Larry Bossidy & Ram Charan/ Execution:

The Discipline of Getting Things Done

““GE has set a GE has set a standard of candor. standard of candor.

… There is no … There is no puffery. … puffery. … There There isn’t an ounce of isn’t an ounce of

denial in the placedenial in the place.”.” —

Kevin Sharer, CEO Amgen, on the “GE mystique” (Fortune)


BEDROCK.BEDROCK.TALENT.TALENT.

Hire Hire veryvery good good

people!people!

“We believe companies can increase their market cap 50 percent in 3 years. Steve Macadam at Georgia-

Pacific … changed 2020 of his

4040 box plant managers to put more talented,

higher paid managers in charge. He increased profitability from

$$2525 million to $$8080 million in 22 years.”

—Ed Michaels, War for Talent

INVITE THEM INVITE THEM TO JOIN US IN TO JOIN US IN A JOURNEY TO A JOURNEY TO EXCELLENCE!EXCELLENCE!

“In the end, management doesn’t

change culture. Management

invitesinvites the workforce itself to change the culture.”

—Lou Gerstner

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

the actor or actress can become more than become more than they’ve ever been they’ve ever been before, more than before, more than

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

PUT PUT HRHR AT AT THE THE HEADHEAD OF OF

THETHE HEADHEAD TABLETABLE. .

A review of Jack and Suzy Welch’s Winning claims there are but two key differentiators that set GE “culture” apart from the herd:

First: Separating financial forecasting and performance measurement. Performance measurement based, as it usually is, on budgeting leads to an epidemic of gaming the system. GE’s performance measurement is divorced from budgeting—and instead reflects how you do relative to your past performance and relative to competitors’ performance; i.e., it’s about how you actually do in the context of what happened in the real world, not as compared to a gamed-abstract plan developed last year.

Second: Putting Putting HRHR on a par with on a par with finance and finance and marketing.marketing.

LIVE FOR LIVE FOR TALENT!TALENT!

Our Mission

To develop and manage To develop and manage talent;talent;

to apply that talent,to apply that talent,throughout the world, throughout the world,

for the benefit of clients;for the benefit of clients;to do so in partnership; to do so in partnership;

to do so with profit.to do so with profit.

WPP

Brand Brand = =

Talent.Talent.

< CAPEX< CAPEX> People!> People!


BEDROCK.BEDROCK.LEADERSHIP.LEADERSHIP.

““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)

““I never, ever I never, ever thought thought

of myself as a of myself as a businessman. businessman. I was I was

interested interested in creating thingsin creating things

I would be I would be proud ofproud of.”.” —Richard

Branson

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

—Samuel Taylor Coleridge

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

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

Gandhi

“The The FirstFirst stepstep in a in a ‘dramatic’ ‘dramatic’

‘organizational change ‘organizational change program’ is obvious—program’ is obvious—

dramaticdramatic personalpersonal changechange!”!” —RG

RelentlessRelentless:: “One of “One of

my superstitions had always been my superstitions had always been when I started to go anywhere or when I started to go anywhere or

to do anything,to do anything, notnot to to turnturn backback ,, or stop, or stop,

until the thing intended was until the thing intended was accomplished.”accomplished.” —Grant

““Leaders Leaders

‘‘dodo’’ people. people.

Period.”Period.” —Anon.

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

PERSISTENCEPERSISTENCE..PEOPLEPEOPLE..

EXEXCELLE CELLE ALWALWAYSAYS..

EXCELLENCEXCELLENCE. ALWAYS.E. ALWAYS.

Lists.Lists.

TheThe Irreducible209+Irreducible209+One Word+One Word+

The Cup ChallengeThe Cup ChallengeThe Sales122The Sales122

60TIBs60TIBsTom-Tom-AA-to,Tom--to,Tom-ahah-to-to

TheThe Irreducible209Irreducible209

A frustrated participant at a seminar for investment bankers in Mauritius listened impatiently to my explanation of differences of

opinion among me, Mike Porter, Gary Hamel, Jim Collins, etc. Finally,

he’d had enough. “What, if “What, if anything,” he anything,” he

asked, “do you asked, “do you believe ‘for sure’?”believe ‘for sure’?” I mumbled something, but his query started rumbling around in my

mind. Three days later, wandering on a Sunday in London, the idea of “the irreducibles” occurred to

me—and I started jotting down notes on stuff I do indeed believe “for sure.” Before I knew it, a few days later, the list had grown to

209209 items. Hence “The Irreducible209” that follows.

Tom Peters

1. 1. Hare 1, Tortoise 0.Hare 1, Tortoise 0. (Hare-y times.) (Hare-y times.)2. 2. Tempo.Tempo. (O.O.D.A.) (O.O.D.A.)3. 3. MBWA.MBWA.4. 4. Appreciation.Appreciation. (“Motivator” #1.) (“Motivator” #1.) (Can’t be faked. Good.)(Can’t be faked. Good.)5. 5. Decency.Decency.6. Hurry.6. Hurry.7. Time out.7. Time out.8. One matters. 8. One matters. 9. 9. Big change. Short time.Big change. Short time. (Alt not work.) (Alt not work.)10. Excellence. Always.10. Excellence. Always.11. 11. Passion. Energy. Hustle. Passion. Energy. Hustle. Enthusiasm.Enthusiasm. Exuberance.Exuberance. (Move mountains. No (Move mountains. No alt.)alt.)12. You must care.12. You must care.13. Emotion.13. Emotion.14. 14. Hard is soft.Hard is soft. (Soft is hard.) (Soft is hard.)

15. Men. Women. Different. Contend. Connect.15. Men. Women. Different. Contend. Connect.16. Women. Buy. All. (RU listening?)16. Women. Buy. All. (RU listening?)17. Quality. (“Mind-blowing.” Beyond 6-Sigma.)17. Quality. (“Mind-blowing.” Beyond 6-Sigma.)18. 18. Re-invent. Re-pot.Re-invent. Re-pot. (Required.) (Required.)19. Jaywalk.19. Jaywalk.20. Big change. Small # of people. (Always.)20. Big change. Small # of people. (Always.)21. 21. Experiment. Now.Experiment. Now.22. Failure. Normal. 22. Failure. Normal. 23. 23. Most failures, most success. Most failures, most success. (Fail. Forward. Fast.) (Fail. Forward. Fast.) 24. 24. “Reward excellent failures. Punish“Reward excellent failures. Punish mediocre successes.”mediocre successes.”25. Women leaders. (Altered times.) 25. Women leaders. (Altered times.) 26. Extremism. (Good business. Bad politics.)26. Extremism. (Good business. Bad politics.)27. Innovation source. Only. Extreme irritation.27. Innovation source. Only. Extreme irritation.28. Smile.28. Smile.

29. You must care.29. You must care.30. Mentor. (Highest ROI.)30. Mentor. (Highest ROI.)31. 31. Best “roster” wins.Best “roster” wins.32. 32. Wow.Wow. (Okay in biz.) (Okay in biz.)33. We all have customers. (Biz. Personal.)33. We all have customers. (Biz. Personal.)34. 34. All contacts = Experiences.All contacts = Experiences.35. Cirque du Soleil. (Peerless.)35. Cirque du Soleil. (Peerless.)36. 36. Leaders create space for growth.Leaders create space for growth.37. 37. Quests.Quests. (Only.) (Only.)38. High aspirations, “high” results. 38. High aspirations, “high” results. (Self-fulfilling prophecy.)(Self-fulfilling prophecy.)39. 39. Attitude 1, Skills 0.Attitude 1, Skills 0. (Mostly.) (Mostly.) (Attitude 1, Skill 0.3?)(Attitude 1, Skill 0.3?)40. Sometimes: Skill 1, Attitude 0.1.40. Sometimes: Skill 1, Attitude 0.1.41. Must “love,” not “like.”41. Must “love,” not “like.”42. Wegmans.” (No excuses. “Mere” groceries.)42. Wegmans.” (No excuses. “Mere” groceries.)43. Less than your best. Cheating.43. Less than your best. Cheating.

44. Brand You. (No alt.)44. Brand You. (No alt.)45. Self-sufficiency. (Biggest LT turn-on.)45. Self-sufficiency. (Biggest LT turn-on.)46. In the moment.46. In the moment.47. The moment wins.47. The moment wins.48. 48. Tomorrow = Never.Tomorrow = Never. 49. 49. Action 1, Plan 0.1.Action 1, Plan 0.1.50. “Execution” can be a “system.”50. “Execution” can be a “system.”51. 51. Realism.Realism.52. 52. Own up. Move on.Own up. Move on.53. 53. Accountability.Accountability.54. 54. Work hard > Work smart.Work hard > Work smart. (Mostly.) (Mostly.)55. Feedback. Necessary. Fast. (R.F.A. in55. Feedback. Necessary. Fast. (R.F.A. in “ “RFA times.”)RFA times.”)56. 56. Customers. Listen. Lead.Customers. Listen. Lead. (Paradox.) (Paradox.)57. “On stage.” Always. (GW, FDR, RG =57. “On stage.” Always. (GW, FDR, RG = Supreme actors.)Supreme actors.)

58. Master statistical analysis.58. Master statistical analysis.59. Excellence = Set the table.59. Excellence = Set the table.60. Legacy. (Will it have mattered?)60. Legacy. (Will it have mattered?)61. 61. “Great.”“Great.” (Why not?) (Why not?)62. Radicals rule. (Think … Olympics.)62. Radicals rule. (Think … Olympics.)63. !!! = Good.63. !!! = Good.64. Red 1, Brown 0. (Red times.)64. Red 1, Brown 0. (Red times.)65. Talk. Listen. (“Big 2.” Master.)65. Talk. Listen. (“Big 2.” Master.)66. Politics. (Normal-inevitable state66. Politics. (Normal-inevitable state of affairs. Master.)of affairs. Master.)67. 67. Student. Forever.Student. Forever.68. 68. “Why?”“Why?” (Question #1.) (Question #1.)69. Don’t belittle.69. Don’t belittle.70. 70. Respect.Respect.71. All we have: this moment.71. All we have: this moment. (“Moments matter most”?) (“Moments matter most”?) 72. Now. (Procrastination. Death.)72. Now. (Procrastination. Death.)

73. Exercise.73. Exercise.74. Paint. (Leader. Portraits of Excellence.)74. Paint. (Leader. Portraits of Excellence.)75. 75. Best story wins.Best story wins.76. 76. “You must be the change you wish“You must be the change you wish to see in the world.”to see in the world.”77. 77. Two “big ones.” Max.Two “big ones.” Max. (Priorities.)(Priorities.)78. No “I” in Team. (“I” in Win.)78. No “I” in Team. (“I” in Win.)79. “I” in Win. (No “I” in Team.)79. “I” in Win. (No “I” in Team.)80. 80. Different 1, Better 0.Different 1, Better 0. (Better = 0.1) (Better = 0.1)81. Imitation = Mistake. (Learn, from who?)81. Imitation = Mistake. (Learn, from who?)82. Choose/battle the “right” competitor.82. Choose/battle the “right” competitor.83. Schools. Creativity. Entrepreneurship.83. Schools. Creativity. Entrepreneurship. (Not.)(Not.)84. MBAs. Creativity. Entrepreneurship. 84. MBAs. Creativity. Entrepreneurship. Leadership. (Not.)Leadership. (Not.)85. 85. Design. Under-rated. Wildly.Design. Under-rated. Wildly. (Still.) (Everything.)(Still.) (Everything.)

86. 86. You = Calendar.You = Calendar. (Calendar. Never. Lies.) (Calendar. Never. Lies.)87. 87. Laugh.Laugh.88. Handshake. (Quantity. Quality.)88. Handshake. (Quantity. Quality.)89. Don’t fold your hands in front of your89. Don’t fold your hands in front of your

chest. Ever. (Never.) chest. Ever. (Never.)90. 90. Grace.Grace. (“Works” in biz.) (“Works” in biz.)91. 91. Weird. Wins.Weird. Wins. (Weird times.) (Weird times.)92. Crazy times. Crazy orgs.92. Crazy times. Crazy orgs.93. Internet. All.93. Internet. All.94. Women. Boomers-Geezers. Market. All.94. Women. Boomers-Geezers. Market. All.95. Passion. (Repeat. So what?)95. Passion. (Repeat. So what?)96. Energy. (Repeat. So what?)96. Energy. (Repeat. So what?)97. Hustle. (Repeat. So what?)97. Hustle. (Repeat. So what?)98. Enthusiasm. (Repeat. So what?)98. Enthusiasm. (Repeat. So what?)99. Exuberance. (Repeat. So what?)99. Exuberance. (Repeat. So what?)100. Smile. (Repeat. So what?)100. Smile. (Repeat. So what?)101. Care. (Repeat. So what?)101. Care. (Repeat. So what?)

102. 102. Simplicity. Redundancy. Resilience. Bloody-Simplicity. Redundancy. Resilience. Bloody- mindedness. Visible optimism.mindedness. Visible optimism. (Success.)(Success.) 103. Act. (Repeat. So what?) 103. Act. (Repeat. So what?) 104. Appreciate. (Repeat. So what?)104. Appreciate. (Repeat. So what?)105. 105. Fun.Fun. (Biz. Why not?) (Biz. Why not?)106. Joy. (Biz. Why not?)106. Joy. (Biz. Why not?)107. 107. Sales = Life.Sales = Life.108. Marketing = Life.108. Marketing = Life.109. 109. Long-term. “Top line.” c.r.o.Long-term. “Top line.” c.r.o.110. 110. Great company = Creates the mostGreat company = Creates the most individual success stories.individual success stories. (RE/MAX) (RE/MAX)111. Talent first, performance byproduct.111. Talent first, performance byproduct.112. Sustained Wow* 1, “Shareholder112. Sustained Wow* 1, “Shareholder value,” 0.2 (*Product, People.)value,” 0.2 (*Product, People.)113. 113. Commitment. by invitation only.Commitment. by invitation only.114. 114. Creativity. by invitation only. Creativity. by invitation only. 115. 115. HR = #1.HR = #1. (Ought to.) (Ought to.)

116. 116. Face-to-face.Face-to-face. (5K miles, 5 minutes.) (5K miles, 5 minutes.) 117. Negotiation. Make all winners.117. Negotiation. Make all winners. (Save face.)(Save face.)118. Grace makes enemies friends.118. Grace makes enemies friends.119. Network.119. Network.120. 120. Invest in relationships. (Think Invest in relationships. (Think ROIRROIR.. Return On Investment inReturn On Investment in Relationships.)Relationships.)118. Relationship investment. Forethought.118. Relationship investment. Forethought. Calendar item. Intensity.Calendar item. Intensity.119. Innovation. Easy. (Hang out119. Innovation. Easy. (Hang out with weird.)with weird.)120. Weird = Win. (Weird times.)120. Weird = Win. (Weird times.)121. “The bottleneck is at the top121. “The bottleneck is at the top of the bottle.”of the bottle.”122. Good Board = Weird Board. 122. Good Board = Weird Board. (At least, surprising.)(At least, surprising.)123. 123. No contention, no progress.No contention, no progress.

R.O.I.R.R.O.I.R.*

*Return On Investment In Relationships

124. “Crucial conversations.” “Crucial124. “Crucial conversations.” “Crucial confrontations.” (Study. Learn. Do.)confrontations.” (Study. Learn. Do.)125. Honest feedback.125. Honest feedback.126. Gaspworthy. Yes. 126. Gaspworthy. Yes. 127. 127. “Insanely great.”“Insanely great.”128. “Astonish me.”128. “Astonish me.”129. “Make it immortal.”129. “Make it immortal.”130. “Will you remember it in 20 years?”130. “Will you remember it in 20 years?”131. No small opportunities. (Reframe.)131. No small opportunities. (Reframe.)132. One playmate, one playpen = Enough.132. One playmate, one playpen = Enough.133. End run. Sensible.133. End run. Sensible.134. Allies are there for the finding.134. Allies are there for the finding.135. Find successes. Build on successes.135. Find successes. Build on successes. (Pos > Neg. Encourage > Fix.)(Pos > Neg. Encourage > Fix.)136. Somebody’s doing it today. Find ’em.136. Somebody’s doing it today. Find ’em.137. 137. Someone is living 2016 in 2006.Someone is living 2016 in 2006. (Find ’em. Study ’em.)(Find ’em. Study ’em.)

138. 138. Don’t “benchmark.” “futuremark.” Don’t “benchmark.” “futuremark.” 139. “PMA.” It works. (Positive. Mental.139. “PMA.” It works. (Positive. Mental. Attitude.)Attitude.)140. There are no experts. (You are the expert.)140. There are no experts. (You are the expert.)141. Life is short. 141. Life is short. 142. “Sustained success.” Fat chance.142. “Sustained success.” Fat chance. Make today matter. (“Sustained.” Ha.)Make today matter. (“Sustained.” Ha.)143. Collaborate. (Networked world.)143. Collaborate. (Networked world.)144. Go solo. (Individual. Unit of 144. Go solo. (Individual. Unit of Intellectual Capital.)Intellectual Capital.)145. 145. There are no “perfect” plans.There are no “perfect” plans. (Do. Wins.) (Do. Wins.)146. Plans motivate. (Right or wrong. 146. Plans motivate. (Right or wrong. Sense of purpose.)Sense of purpose.)147. Never rest.147. Never rest.148. Get some sleep.148. Get some sleep.149. Winning = Embracing paradox.149. Winning = Embracing paradox.150. 150. Ambiguity = Opportunity.Ambiguity = Opportunity.

151. Resilience.151. Resilience.152. 152. Relentless-ness.Relentless-ness.153. 153. None. Above. Comeuppance. None. Above. Comeuppance. No. “ultimate.” “business model.”No. “ultimate.” “business model.” (GM. Sears. U.S. Steel. DEC.)(GM. Sears. U.S. Steel. DEC.)154. Be yourself. Period.154. Be yourself. Period.155. Never work with jerks. Including155. Never work with jerks. Including customers. (Life. Too short.)customers. (Life. Too short.)156. 156. Under-promise, over-deliver.Under-promise, over-deliver.157. Talent. (Powerful word.)157. Talent. (Powerful word.)158. “Customer = Anyone whose actions158. “Customer = Anyone whose actions affect your results.”affect your results.”159. Competition stinks. (Seek the soft159. Competition stinks. (Seek the soft spots where you can dominate.)spots where you can dominate.)160. 160. K.I.S.S./Keep It Simple, Stupid.K.I.S.S./Keep It Simple, Stupid.161. 161. BeautyBeauty. (Good biz word.). (Good biz word.)162. “See the beauty in a hamburger bun.”162. “See the beauty in a hamburger bun.” (Go. Ray.)(Go. Ray.)

163. Own up. Quick. ( Denial. Cancer.)163. Own up. Quick. ( Denial. Cancer.)164. 164. Celebrate. Often.Celebrate. Often.165. 165. 78 people = 78 approaches.78 people = 78 approaches. (Each. Unique.) (Each. Unique.)166. 166. Weed. Ceaselessly.Weed. Ceaselessly. (Prune. Stupid. (Prune. Stupid. Rules. Non-stop.) Rules. Non-stop.)167. 167. Get out of the way.Get out of the way. (You = The problem.) (You = The problem.)168. Smile. Sunny. Optimism. (If it kills you.)168. Smile. Sunny. Optimism. (If it kills you.)169. Flowers. (Cheery workplace.)169. Flowers. (Cheery workplace.)170. Enjoy. (Or get the hell.)170. Enjoy. (Or get the hell.)171. 171. Be intolerant of “sour.”Be intolerant of “sour.” (1 = Major pollution) (1 = Major pollution)172. No “quick trigger” on promotion.172. No “quick trigger” on promotion. (Too important.) (Too important.)173. Evaluation = Lots of study-time.173. Evaluation = Lots of study-time.174. Evaluation = “Life or death” to evaluee.174. Evaluation = “Life or death” to evaluee.175. “360” evaluation. No fad.175. “360” evaluation. No fad.176. 176. Exit when you’re done.Exit when you’re done. (Done. (Done. Sooner than you think.) Sooner than you think.)

177. Today. Now. My Project. Am. Is. I. Period.177. Today. Now. My Project. Am. Is. I. Period.178. “Beautiful” systems. (Good biz phrase.178. “Beautiful” systems. (Good biz phrase. Not oxymoron.)Not oxymoron.)179. 179. Build on strengths > Fix weaknesses.Build on strengths > Fix weaknesses.180. 180. “To don’t” = “To do.”“To don’t” = “To do.” (“To don’t” > (“To don’t” > “ “To do” ?)To do” ?)181. 181. Leaders “Do” People.Leaders “Do” People. (Period.) (Period.)182. 182. Leaders enjoy leading.Leaders enjoy leading.183. 183. Serious leadership training = Serious.Serious leadership training = Serious.184. Priorities. Obvious. (Or else.)184. Priorities. Obvious. (Or else.)185. 5 “Priorities” = 0 Priorities. 185. 5 “Priorities” = 0 Priorities. (3 “Priorities” = 0 Priorities?)(3 “Priorities” = 0 Priorities?)186. People. First. Last. Always.186. People. First. Last. Always.187. It. Is. Always. The. People.187. It. Is. Always. The. People.

188. 188. Handshake.Handshake. (Quantity. Quality.)(Quantity. Quality.)189. Don’t fold your hands in front of189. Don’t fold your hands in front of your chest. Ever. (Never.) your chest. Ever. (Never.)190. 190. Simplicity. Redundancy. Resilience.Simplicity. Redundancy. Resilience. Bloody-mindedness. Visible Bloody-mindedness. Visible optimism. optimism. (Success.) (Repeat.) (Success.) (Repeat.)191. 191. Employee Entrance = Guest Employee Entrance = Guest Entrance. Entrance.192. 192. Put the customer … Put the customer … SECONDSECOND.. (Thanks, Hal.) (Thanks, Hal.)193. Flowers. (Or did I say that before?193. Flowers. (Or did I say that before? No matter if I did.) No matter if I did.)194. Big Mergers don’t work. Small194. Big Mergers don’t work. Small acquisitions can/do work—if you acquisitions can/do work—if you don’t screw with their energy. don’t screw with their energy.

195. 195. Instinctively “head for the frontInstinctively “head for the front line.” line.” (In all contexts.) (In all contexts.)196. 196. Success = DDMMPR/"D-squared, Success = DDMMPR/"D-squared, M-squared, PR” = M-squared, PR” = DDramramDDiff + iff + MMoney-Financial Acumen + Goodoney-Financial Acumen + Good “ “MMarketing” Instincts + Stellar arketing” Instincts + Stellar PPeopleeople + + RResilienceesilience (The “fab five”: What. (The “fab five”: What. Every. Small. Biz. Needs.) (Big too.)Every. Small. Biz. Needs.) (Big too.)197. Core Mechanism (“Game-changing197. Core Mechanism (“Game-changing Solutions”): PSF (Professional ServiceSolutions”): PSF (Professional Service Firm “model”) + Wow! ProjectsFirm “model”) + Wow! Projects (“Different” vs “Better”) + Brand You (“Different” vs “Better”) + Brand You (“Distinct” or “Extinct”) (“Distinct” or “Extinct”)198. 2011/2016 has already happened.198. 2011/2016 has already happened. Find it.Find it.

199. 199. Kids “know” kids. Oldies “know” oldies.Kids “know” kids. Oldies “know” oldies. Women “know” women. Women “know” women. (Staff (Staff accordingly.)accordingly.)200. 200. Everybody is my customer.Everybody is my customer.201. 201. Cosset “vendors.”Cosset “vendors.”202. I want to run a Housekeeping department.202. I want to run a Housekeeping department. (And you?) (And you?)203. The military doesn’t follow the “military203. The military doesn’t follow the “military model.” (Initiative = Excellence.) model.” (Initiative = Excellence.)204. 204. No such thing as “going to absurd lengths”No such thing as “going to absurd lengths” to serve the Customer. to serve the Customer. (HSM & (HSM & Lefties.)Lefties.)205. Forget the “customer.” All = “Clients.”205. Forget the “customer.” All = “Clients.”206. It takes decades to get over “sleights.” 206. It takes decades to get over “sleights.” (So don’t sleight.) (So don’t sleight.)207. Don’t “dumb down.” Ever.207. Don’t “dumb down.” Ever.

208.208. NO LESS THANNO LESS THAN EXCELLENCE.EXCELLENCE. EVER. EVER.209.209. EXCELLENCE.EXCELLENCE. ALWAYS. ALWAYS.

Work In Progress

XXX. One size fits. One. Only. (Evaluations. Period.)XXX. One size fits. One. Only. (Evaluations. Period.)XXX. Teaching. Individualized. Only. (6 billion people =XXX. Teaching. Individualized. Only. (6 billion people = 6 billion learning trajectories.) (Montessori.) 6 billion learning trajectories.) (Montessori.)XXX. First impression. Matters. Shapes all that comes.XXX. First impression. Matters. Shapes all that comes. Hard to overcome. (Understatement.) Hard to overcome. (Understatement.)XXX. Jerks. Don’t work with. (Life = Too short.)XXX. Jerks. Don’t work with. (Life = Too short.)XXX. Manage [the hell out of] first impressions.XXX. Manage [the hell out of] first impressions.XXX. Last impression. Matters. Dominates memory.XXX. Last impression. Matters. Dominates memory. Hard to overcome. (Understatement.) Hard to overcome. (Understatement.)XXX. Manage [the hell out of] last impressions.XXX. Manage [the hell out of] last impressions.XXX. Plain English.XXX. Plain English.XXX. K.I.S.S. (450/8.)XXX. K.I.S.S. (450/8.)XXX. $798. $55,000,000,000. 3,000,000,000. XXX. $798. $55,000,000,000. 3,000,000,000. 7AM-7PM. 6:15AM. 7AM-7PM. 6:15AM.XXX. Donnelly Weatherstrip rules.XXX. Donnelly Weatherstrip rules.XXX. Managers do things right. Leaders do theXXX. Managers do things right. Leaders do the right thing. NOT. right thing. NOT.

ONE WORD+ONE WORD+

ONE WORD+

Drill more wellsDrill more wellsR.F.A.R.F.A.

AccountabilityAccountabilityRealismRealism

DecentralizationDecentralizationExecutionExecution

Action biasAction biasMost mistakes winsMost mistakes wins

6:15am6:15amEnergyEnergy

EnthusiasmEnthusiasmDo>PlanDo>Plan

Act>ThinkAct>ThinkBehavior>AttitudeBehavior>Attitude

PassionPassion

ONE WORD+

5 min/5,000 miles5 min/5,000 milesWomenWomenDecencyDecency

GraceGraceInnovate or DieInnovate or Die

Re-imagineRe-imagineFight irrelevanceFight irrelevance

Just Do ItJust Do ItCare (You Must)Care (You Must)

Flowers (Say It With)Flowers (Say It With)I’m sorryI’m sorry

Thank YouThank YouInsanely GreatInsanely Great

SilenceSilence2-cent candy2-cent candy

ONE WORD+

EmotionEmotionIntuitionIntuition

SellSellO.O.D.A.O.O.D.A.IntegrityIntegrity

WeirdWeirdAppreciateAppreciateCelebrateCelebrateRespectRespectListenListen

WanderWanderCalendar rulesCalendar rules

Calendar doesn’t lieCalendar doesn’t lie““To don’tTo don’t

Max priorities = 3Max priorities = 3

ONE WORD+

Gasp-worthyGasp-worthyInsanely greatInsanely great

Different>betterDifferent>betterImpact>longevityImpact>longevity

Dramatic DifferenceDramatic DifferenceOnly ones do what we doOnly ones do what we do

SmileSmile$798$7987-7-77-7-7

Design rulesDesign rulesBeautiful SystemsBeautiful Systems

450/8450/8VP S.O.U.B.VP S.O.U.B.

Women buy allWomen buy allWomen lead betterWomen lead better

ONE WORD+

MBWAMBWAWhy?Why?PSFPSF

Wow!Wow!! (red)! (red)

Buy a MirrorBuy a MirrorKnow thyselfKnow thyself

InviteInviteQuestQuest

AdventureAdventureTalentTalent

Brand YouBrand YouLovemarkLovemark

ExperienceExperienceDreamketingDreamketing

ONE WORD+

Boomers-geezers own allBoomers-geezers own all2.6/212.6/21

25252525

3,000,000,0003,000,000,000(900,000,000)(900,000,000)

26 minutes26 minutes43 hours43 hours

Perception Is All There IsPerception Is All There IsEnthusiasm: The Ultimate VirusEnthusiasm: The Ultimate Virus

For Starbucks …For Starbucks …

The Cup The Cup Challenge*Challenge*

Tom Peters/1107.2006

*Potential Quotes for Cups

Enthusiasm!Enthusiasm! The Ultimate The Ultimate

Virus!Virus!

Re-imagine! Re-imagine! Re-do! Re-do! Re-vise!Re-vise!

Re-vo-lu-tion!Re-vo-lu-tion!

““Passion!”Passion!”““Energy!”Energy!”

““Enthusiasm!”Enthusiasm!”

““Passion! Energy! Enthusiasm!”Passion! Energy! Enthusiasm!”"Enthusiasm! Enthusiasm! Enthusiasm!""Enthusiasm! Enthusiasm! Enthusiasm!"

"Enthusiasm Moves Mountains!""Enthusiasm Moves Mountains!" "Nothing Matches Enthusiasm as a 'Motivator'!""Nothing Matches Enthusiasm as a 'Motivator'!"

““Technicolor Times Demand Technicolor Technicolor Times Demand Technicolor Actions”Actions”

““Technicolor Times Demand Technicolor People”Technicolor Times Demand Technicolor People”““Wow. Now.”Wow. Now.”

““Re-imagine!”Re-imagine!”““Re-imagine! Re-do! Re-vise! Re-vo-lu-tion!”Re-imagine! Re-do! Re-vise! Re-vo-lu-tion!”

Excellence.Excellence.Always.Always.

““No Less No Less ThanThan

Excellence.Excellence. Ever.”Ever.”

No No Excellence.Excellence. no excuse.no excuse.

"Respect!""Respect!"““Leaders ‘Do’ People. Period.”Leaders ‘Do’ People. Period.”

““Credibility. Asset No. 1.”Credibility. Asset No. 1.”““Tell the Truth.”Tell the Truth.”

““Truth Wins.”Truth Wins.”““Challenge. Challenge. Challenge.”Challenge. Challenge. Challenge.”

““Two Big Goals. Tops.”Two Big Goals. Tops.”““Focus. Your Calendar Never Lies”Focus. Your Calendar Never Lies”

““Good Story. Good Leader.”Good Story. Good Leader.”““Best Story Wins.”Best Story Wins.”““Live the Story.”Live the Story.”

““Change the World. Accept Nothing Less.”Change the World. Accept Nothing Less.” "Dream!""Dream!"

““Dream. The Only Worthwhile Reality.”Dream. The Only Worthwhile Reality.”““Beware Those Who Agree With You”Beware Those Who Agree With You”

““Seek Dissidents. Nurture Dissidents. Cherish Dissidents”Seek Dissidents. Nurture Dissidents. Cherish Dissidents”

Do.Do.

Do. Do. Do. Do.

Do. Do. Do. Do. Do.Do.

Do. Do.

Do. Do.

Do.Do.

DoDo..

try it. Try it. Try it. try it. Try it. Try it. Try Try it. it. Try it.Try it. Try it. Try it. Try it. Try it. Try it. Try it. TryTry itit.. Try it. Try Try it. Try it. Try it. Try it. Try it. it. Try it. Try it. Try it. Try it. Try it. Try it. Try it. trytry itit.. Try Try it. Try it. try it. it. Try it. try it. Try it.Try it. TryTry itit.. Try it. Try it. Try Try it. Try it. Try

it.it.

iMplementationiMplementation … … The “last The “last

98%”98%”

Do it.Do it.Now.Now.

start.start.Now.Now.

Most. Most. Relentless. Relentless.

wins.wins.

““Excellence!”Excellence!”““Demand Excellence!”Demand Excellence!”

““Demand Excellence. The Greatest Demand Excellence. The Greatest Gift.”Gift.”

““Excellence, Life’s Gold Standard” Excellence, Life’s Gold Standard” ““Stop Talking! Start Doing!”Stop Talking! Start Doing!”““Execute. Execute. Execute.”Execute. Execute. Execute.”

“‘“‘Good Execution’ Beats ‘Good Good Execution’ Beats ‘Good Strategy’”Strategy’”

““Agility Trumps Size”Agility Trumps Size” "Women make the best bosses!""Women make the best bosses!"

““Women Rule. Believe It.”Women Rule. Believe It.” "You must care!""You must care!"

““Listen.”Listen.”““Ask. ‘Why?’”Ask. ‘Why?’”

distinct.distinct.Or …Or …

Extinct.Extinct.

2007.2007.Self-reliance.Self-reliance.

No option.No option.

2007.2007.Excellence.Excellence.No option.No option.

Excellence.Excellence.Not optional.Not optional.

it’s a …it’s a … “ “brand brand

you” world.you” world.

“‘“‘Me Too’ Me Too’ ==

‘‘Me Me Dead’”Dead’”

“‘“‘Different’ beats ‘Better.’”Different’ beats ‘Better.’”“‘“‘Distinct’ or ‘Extinct.’”Distinct’ or ‘Extinct.’”

““Innovate or Die”Innovate or Die”“‘“‘Me Too’ = ‘Me Dead’”Me Too’ = ‘Me Dead’”

““Talent Time!”Talent Time!”““Best Talent Wins.”Best Talent Wins.”““Best Roster Wins.Best Roster Wins.

““Moderation Fails in Immoderate Moderation Fails in Immoderate Times”Times”

““Moderation Moderation Fails in Fails in

Immoderate Immoderate Times”Times”

““freaks win in freaks win in freaky times.”freaky times.”

Seek Dissidents. Seek Dissidents. Nurture Nurture

Dissidents. Cherish Dissidents. Cherish Dissidents.Dissidents.

““best best talent talent wins.”wins.”

women = best leaders.women = best leaders.Women = biggest Women = biggest

market.market.Women = control Women = control

wealth.wealth.Women = rule.Women = rule.

Roir/return on Roir/return on investment in investment in relationshipsrelationships

Respect Respect = magic.= magic.

““thank thank you” = you” = magic.magic.

““thank thank you” = you” = magic magic

potion #1.potion #1.

GE (more or less):

The Sales122:The Sales122: 122 Ridiculously 122 Ridiculously Obvious Thoughts Obvious Thoughts About Selling StuffAbout Selling Stuff

Tom Peters/0402.2006

This list was first prepared for This list was first prepared for GE EnergyGE Energy sales & marketing people in January. It sales & marketing people in January. It

started with a half-dozen items, and grew started with a half-dozen items, and grew like Topsy. Possibly, given its origins, it’s a like Topsy. Possibly, given its origins, it’s a little tilted toward complex, engineering-little tilted toward complex, engineering-

based sales. In any event, it makes a perfect based sales. In any event, it makes a perfect companion to “The Irreducibles209.” This, companion to “The Irreducibles209.” This, too, is effectively a list of “irreducibles.”too, is effectively a list of “irreducibles.”

Tom PetersTom Peters

1. “Strategy” overrated, simply “doin’ stuff” underrated. See 1. “Strategy” overrated, simply “doin’ stuff” underrated. See Kelleher and Bossidy: “We have a ‘strategic plan,’ it’s called Kelleher and Bossidy: “We have a ‘strategic plan,’ it’s called doing things.”—Herb Kelleher. “Execution is a systematic doing things.”—Herb Kelleher. “Execution is a systematic process of rigorously discussing hows and whats, tenaciously process of rigorously discussing hows and whats, tenaciously following through, and ensuring accountability.” —Larry following through, and ensuring accountability.” —Larry Bossidy & Ram CharanBossidy & Ram Charan/ Execution: The Discipline of Getting / Execution: The Discipline of Getting Things DoneThings Done. Action has its own logic—ask Genghis Khan, . Action has its own logic—ask Genghis Khan, Rommel, COL John Boyd, U.S. Grant, Patton, W.T. Sherman.Rommel, COL John Boyd, U.S. Grant, Patton, W.T. Sherman.2. What are you personally great at? (Key word: “great.”) Play 2. What are you personally great at? (Key word: “great.”) Play to strengths! “Distinct or Extinct.” You should aim to be to strengths! “Distinct or Extinct.” You should aim to be “outrageously good”/B.I.W. at a niche area (or more).“outrageously good”/B.I.W. at a niche area (or more).3. Are you a “personality,” a de facto “brand” in the industry? 3. Are you a “personality,” a de facto “brand” in the industry? The Dr Phil of ...The Dr Phil of ...4. Opportunism (with a little forethought) mostly wins. 4. Opportunism (with a little forethought) mostly wins. (“Successful people are the ones who are good at Plan B.”)(“Successful people are the ones who are good at Plan B.”)5. Little starts can lead to big wins. Most true winners—think 5. Little starts can lead to big wins. Most true winners—think search & Google—start as something small. Many big deals—search & Google—start as something small. Many big deals—Disney & Pixar—could have been done as little-er deals if Disney & Pixar—could have been done as little-er deals if you’d had the guts to jump before the value became obvious.you’d had the guts to jump before the value became obvious.

“Everyone lives Everyone lives by selling by selling

something.”something.”—Robert Louis Stevenson

6. Non-obvious targets have great potential. Among many 6. Non-obvious targets have great potential. Among many other things, everybody goes after the obvious ones. Also, other things, everybody goes after the obvious ones. Also, the “non-obvious” are often good Partners for technology the “non-obvious” are often good Partners for technology experiments.experiments.7. The best relationships are often (usually?) not “top to 7. The best relationships are often (usually?) not “top to top”! (Often the best: hungry division GMs eager to make a top”! (Often the best: hungry division GMs eager to make a mark.)mark.)8. IT’S RELATIONSHIPS, STUPID—DEEP AND FROM MULTIPLE 8. IT’S RELATIONSHIPS, STUPID—DEEP AND FROM MULTIPLE FUNCTIONS.FUNCTIONS.9. In any public-sector business, you must become an avid 9. In any public-sector business, you must become an avid student of “the politics,” the incentives and constraints, student of “the politics,” the incentives and constraints, mostly non-economic, facing all of the players. Politicians mostly non-economic, facing all of the players. Politicians are usually incredibly logical—if you (deeply!) understand are usually incredibly logical—if you (deeply!) understand the matrix in which they exist.the matrix in which they exist.10. Relationships from 10. Relationships from withinwithin our firm are as important— our firm are as important—often often moremore important—as those from outside—again broad is important—as those from outside—again broad is as important as deep. Allies—avid supporters!—within and as important as deep. Allies—avid supporters!—within and from from non-obvious placesnon-obvious places may be more important than may be more important than relationships at the Client organization. Goal: an “insanely relationships at the Client organization. Goal: an “insanely unfair ‘market share’” of insiders’ time devoted to your unfair ‘market share’” of insiders’ time devoted to your projects!projects!

C(I)C(I)>>C(XC(X))

11. Interesting outsiders are essential to innovative proposal 11. Interesting outsiders are essential to innovative proposal and sales teams. An “exciting” sales-proposal team is as and sales teams. An “exciting” sales-proposal team is as important as a prestigious one.important as a prestigious one.12. Is the proposal-sales team weird enough—weirdos come 12. Is the proposal-sales team weird enough—weirdos come up with the most interesting, game-changer ideas. Period.up with the most interesting, game-changer ideas. Period.13. Lunch with at least one weirdo per month. (Goal: always 13. Lunch with at least one weirdo per month. (Goal: always on the prowl for interesting new stuff.)on the prowl for interesting new stuff.)14. Gratuitous comment: Lunches with good friends are 14. Gratuitous comment: Lunches with good friends are typically a waste of (professional) time. typically a waste of (professional) time. 15. Don’t short-change (time, money, depth) the proposal 15. Don’t short-change (time, money, depth) the proposal process. Miss one tiny nuance, one potential incentive that process. Miss one tiny nuance, one potential incentive that “makes my day” for a key Client player—and watch the “makes my day” for a key Client player—and watch the whole gig be torpedoed. whole gig be torpedoed. 16. “Sticking with it” sometimes pays, sometimes not—it 16. “Sticking with it” sometimes pays, sometimes not—it takes a lot of tries to forge the best path in. Sometimes you takes a lot of tries to forge the best path in. Sometimes you never do, after a literal lifetime. (Ah, life.)never do, after a literal lifetime. (Ah, life.)17. WOMEN ARE SIMPLY BETTER AT RELATIONSHIPS—don’t 17. WOMEN ARE SIMPLY BETTER AT RELATIONSHIPS—don’t get hung up—particularly in tech firms—on what industries-get hung up—particularly in tech firms—on what industries-countries “countries “women can’t do.” (Or some such bullshit.)women can’t do.” (Or some such bullshit.)

18. Work incessantly on your “story”—most economic value springs from a good story (think Perrier)! In sensitive public or quasi-public negotiations, a compelling story is of immense value—politics is about the tension among competing stories. (If you don’t believe me, ask Karl Rove or James Carville.) (“Storytelling is the core of culture.” —Branded Nation: The Marketing of Megachurch, College Inc., and Museumworld, James Twitchell)19. Call this 18A, or 18 repeat: Become a first-rate Storyteller! (“A key – perhaps the key – to leadership is the effective communication of a story.”—Howard Gardner, Leading Minds: An Anatomy of Leadership)20. Risk Assessment & Risk Management is more about stories than advanced math—i.e., brilliant scenario construction.21. Good listeners are good sales people. Period.22. Lousy listeners are lousy sales people. Period. 23. GREAT LISTENERS ARE GREAT SALES PEOPLE. (Listening “skills” are hard to learn and subject to immense effort in pursuit of Mastery. A virtuoso “listener” is as rare as a virtuoso cello player.) (“If you don’t listen, you don’t sell anything.”—Carolyn Marland/MD/Guardian Group)

24. Things that are funny to me (American) are often-mostly not 24. Things that are funny to me (American) are often-mostly not funny to those in other cultures. (Humor is as fine-edged as it funny to those in other cultures. (Humor is as fine-edged as it gets, and rarely travels.)gets, and rarely travels.)25. You don’t know Jack Squat about other peoples’ cultures—25. You don’t know Jack Squat about other peoples’ cultures—especially if you are a typically myopic American. (Like me.)especially if you are a typically myopic American. (Like me.)26. Are you a great interviewer? It’s a make or break skill. 26. Are you a great interviewer? It’s a make or break skill. (Think Barbara Walters’ skill at extracting unwanted truths from (Think Barbara Walters’ skill at extracting unwanted truths from pros in persona-protection ... in front of 10s of millions of pros in persona-protection ... in front of 10s of millions of people.people.27. Are you a great (not merely “good”) presenter? Mastering 27. Are you a great (not merely “good”) presenter? Mastering presentation skills is a life’s work—with stupendous payoff.presentation skills is a life’s work—with stupendous payoff.28. Work like hell on the Big 2: LISTENING/INTERVIEWING, 28. Work like hell on the Big 2: LISTENING/INTERVIEWING, PRESENTING. These are “the essence of [sales] life”—and PRESENTING. These are “the essence of [sales] life”—and usually picked-up in an amateurish fashion. Mistake! (Become a usually picked-up in an amateurish fashion. Mistake! (Become a “professional student” of these two areas, achieve Mastery.)“professional student” of these two areas, achieve Mastery.)29. Are you good at flowers? Think: 29. Are you good at flowers? Think: FLOWER POWERFLOWER POWER! (see ! (see Harvey Mackay’s “Mackay 66”—what you should know about a Harvey Mackay’s “Mackay 66”—what you should know about a Client; e.g., birthdays & anniversaries.) (My “flowers budget” is Client; e.g., birthdays & anniversaries.) (My “flowers budget” is out of control. Hooray for me.)out of control. Hooray for me.)30. You can’t do it all—be clear at what you are good at, bad at, 30. You can’t do it all—be clear at what you are good at, bad at, indifferent at. Hubris sucks.indifferent at. Hubris sucks.

FFLLOOWWEERRPPOOWWEERR

31. The point is not to “prove yourself.” (That’s ego-talk.) Let 31. The point is not to “prove yourself.” (That’s ego-talk.) Let the best person present to the Client—perhaps a “lower level” the best person present to the Client—perhaps a “lower level” geek. (“Control freaks” get their just desserts in the long haulgeek. (“Control freaks” get their just desserts in the long haul—or sooner.)—or sooner.)32. The numbers will more or less take care of themselves over 32. The numbers will more or less take care of themselves over the long haul—the long haul—ifif the relationship/s is/are solid gold. the relationship/s is/are solid gold.33. The Gold Standard in selling: INDISPENSABLE to the Client. 33. The Gold Standard in selling: INDISPENSABLE to the Client. No other goal is worthy.No other goal is worthy.34. Never stop growing-broadening-deepening the relationship. 34. Never stop growing-broadening-deepening the relationship. The key to “indispensability” is to get the Client more and The key to “indispensability” is to get the Client more and more … and more … and then more … imbedded in “our” web. more … and more … and then more … imbedded in “our” web. Hence the so-called “selling process” is only the first step!Hence the so-called “selling process” is only the first step!35. USE THE WORD “WE” … CONSTANTLY & RELIGIOUSLY! (E.g.: 35. USE THE WORD “WE” … CONSTANTLY & RELIGIOUSLY! (E.g.: “We”—the Client & me—“are going to change the world with “We”—the Client & me—“are going to change the world with this service.”)this service.”)36. Don’t waste your time on jerks—it’ll rarely work out in the 36. Don’t waste your time on jerks—it’ll rarely work out in the mid- to long-term.mid- to long-term.37. Genius is walking away from lousy “scores” (deals)—and 37. Genius is walking away from lousy “scores” (deals)—and accepting the attendant heat. Big Business is the premier home accepting the attendant heat. Big Business is the premier home to Big Egos overpaying by a factor of 2 to 22 with billion$$$$ at to Big Egos overpaying by a factor of 2 to 22 with billion$$$$ at stake. (Think Jerry Levin and AOL Time Warner.)stake. (Think Jerry Levin and AOL Time Warner.)

““If you don’tIf you don’t listen,listen,

youyou don’t selldon’t sellanything.”anything.”

—Carolyn Marland/Managing Director/

Guardian Group

38. You haven’t a clue as to how this situation will actually play 38. You haven’t a clue as to how this situation will actually play out—be prepared to move fast in a different direction.out—be prepared to move fast in a different direction.39. Keep your word.39. Keep your word.40. KEEP YOUR WORD.40. KEEP YOUR WORD.41. Underpromise (i.e., don’t over-promise; i.e., cut yourself a 41. Underpromise (i.e., don’t over-promise; i.e., cut yourself a little slack) even if it costs you business—winning is a long-term little slack) even if it costs you business—winning is a long-term affair. Over-promising is Sign #1 of a lack of integrity. You affair. Over-promising is Sign #1 of a lack of integrity. You willwill pay the piper. pay the piper. 42. There is such a thing as a “good loss”—if you’ve tested 42. There is such a thing as a “good loss”—if you’ve tested something new and developed good relationships. A half-dozen something new and developed good relationships. A half-dozen honorable, ingenious losses over a two-year period can pave the honorable, ingenious losses over a two-year period can pave the way for a Big Victory in a New Space in year 3.way for a Big Victory in a New Space in year 3.43. It’s a competitive world out there. New, innovative products 43. It’s a competitive world out there. New, innovative products are harder to sell than old stand-bys. Nonetheless, you will be a are harder to sell than old stand-bys. Nonetheless, you will be a long-term star to the extent that you are willing to push the long-term star to the extent that you are willing to push the harder-to-sell-at-the-moment Innovative Products that cement harder-to-sell-at-the-moment Innovative Products that cement long-term Client success (Indispensability!) —even if it means a long-term Client success (Indispensability!) —even if it means a #s hit this quarter. PART OF YOUR JOB: #s hit this quarter. PART OF YOUR JOB: TAKE CLIENTS ON AN TAKE CLIENTS ON AN ADVENTURE THAT PUTS THEM AHEAD OF THE GAME CALLEDADVENTURE THAT PUTS THEM AHEAD OF THE GAME CALLED (GAMECHANGING—hopefully) (GAMECHANGING—hopefully) COMPETITIVE ADVANTAGE!COMPETITIVE ADVANTAGE!

““You can make more You can make more friends in two months friends in two months by by becoming interested in becoming interested in other people other people than you than you

can in two years by can in two years by trying to get other trying to get other

people interested in people interested in you.”you.”

—Dale Carnegie

44. Think “legacy”—what the hell is all this really about for you 44. Think “legacy”—what the hell is all this really about for you and the world? (“Tell me, what is it you plan to do with your one and the world? (“Tell me, what is it you plan to do with your one wild and precious life?” wild and precious life?” —Mary Oliver)—Mary Oliver)45. THERE ARE NO “MODERATES” IN THE HISTORY BOOKS! 45. THERE ARE NO “MODERATES” IN THE HISTORY BOOKS! 46. Keep it simple! (Damn it!) No matter how “sophisticated” 46. Keep it simple! (Damn it!) No matter how “sophisticated” the product. If you can’t explain it in a phrase, a page, or to your the product. If you can’t explain it in a phrase, a page, or to your 14-year-old ... you haven’t got it right yet.14-year-old ... you haven’t got it right yet.47. Know more than the next guy. Homework pays. (of course 47. Know more than the next guy. Homework pays. (of course it’s obvious—but in my work it is too often honored in the it’s obvious—but in my work it is too often honored in the breach.)breach.)48. Regardless of project size, winning or losing invariably 48. Regardless of project size, winning or losing invariably hinges on a raft of “little stuff.” Little stuff is and always has hinges on a raft of “little stuff.” Little stuff is and always has been everything!!!!!!!!!!!!!!!!!!!!—or, “one man’s little stuff is been everything!!!!!!!!!!!!!!!!!!!!—or, “one man’s little stuff is another man’s 7.6 Richter deal-breaker.”another man’s 7.6 Richter deal-breaker.”49. In public settings in particular, face saving is all. When 49. In public settings in particular, face saving is all. When something changes, allow the other guy to come out looking like something changes, allow the other guy to come out looking like a winner, especially if he has lost. (Even if you must accept the a winner, especially if he has lost. (Even if you must accept the egg on your face—he will always remember you!)egg on your face—he will always remember you!)50. Don’t hold grudges. (It is the ultimate in small mindedness—50. Don’t hold grudges. (It is the ultimate in small mindedness—and incredibly wasteful and ineffective. There’s always and incredibly wasteful and ineffective. There’s always tomorrow.)tomorrow.)

51.51. IT’S ALWAYS “THE POLITICS”— IT’S ALWAYS “THE POLITICS”—wee private-sector deal or wee private-sector deal or giant public sector deal. (Every player, small or large, is giant public sector deal. (Every player, small or large, is angling for something. Master the calculus of advantage.)angling for something. Master the calculus of advantage.)52. To beat the “turnover problem” in key Client posts amidst 52. To beat the “turnover problem” in key Client posts amidst long negotiations, invest outrageous amounts of time building long negotiations, invest outrageous amounts of time building a wide & deep set of relationships with mid-level (& lower!!) a wide & deep set of relationships with mid-level (& lower!!) “plodding” “careerists.” The invisible careerists are the “plodding” “careerists.” The invisible careerists are the bedrock upon which repeated success is built! (My “Capitol Hill bedrock upon which repeated success is built! (My “Capitol Hill Axiom”: It’s the 24-year-old LA who in the end briefs the Axiom”: It’s the 24-year-old LA who in the end briefs the Senator right before she goes to the Floor to vote.)Senator right before she goes to the Floor to vote.)53. Speaking of “she”: Gender differences are Enormous—53. Speaking of “she”: Gender differences are Enormous—dealing with a woman and dealing with a man are different dealing with a woman and dealing with a man are different kettles of fish—you must become an A+ student of gender kettles of fish—you must become an A+ student of gender differences. (E.g.: Men are typically more interested in the differences. (E.g.: Men are typically more interested in the short-term “score.” Women are more interested in the long-short-term “score.” Women are more interested in the long-term consequences.) term consequences.) 54. “LITTLE PEOPLE” OFTEN HAVE BIG FRIENDS.54. “LITTLE PEOPLE” OFTEN HAVE BIG FRIENDS.55. This is 55. This is notnot war, damn it. All parties can win (or not lose, war, damn it. All parties can win (or not lose, anyway). And losing bidders can walk away from a deal with anyway). And losing bidders can walk away from a deal with increased respect for you and your team.increased respect for you and your team.

56. Never, ever dump on a competitor—the Tom Watson IBM 56. Never, ever dump on a competitor—the Tom Watson IBM glory-days mantra.glory-days mantra.57. Never forget the “Law of Cousins!” In developing nations 57. Never forget the “Law of Cousins!” In developing nations in particular, power brokers at all levels are at least cousins! in particular, power brokers at all levels are at least cousins! Consideration for a second cousin can pay off big time.Consideration for a second cousin can pay off big time.58. Speaking of “favors,” jail sucks.58. Speaking of “favors,” jail sucks.59. Work hard beats work smart. (Mostly.)59. Work hard beats work smart. (Mostly.)60. REPEAT: HE/SHE WHO HAS THE MOST-BEST 60. REPEAT: HE/SHE WHO HAS THE MOST-BEST RELATIONSHIPS WINS. RELATIONSHIPS ARE THE ESSENCE OF RELATIONSHIPS WINS. RELATIONSHIPS ARE THE ESSENCE OF THE WORK OF THE SALESPERSON. THE HARD ... AND LONG ... THE WORK OF THE SALESPERSON. THE HARD ... AND LONG ... WORK OF THE SALESPERSON. WORK OF THE SALESPERSON. 61. Mano v mano “hardball” is seldom the answer—end runs 61. Mano v mano “hardball” is seldom the answer—end runs based and patient multi-level relationship building via deeper-based and patient multi-level relationship building via deeper-wider networks win. wider networks win. 62. If the deal is wired from below, truly wired, than the so-62. If the deal is wired from below, truly wired, than the so-called “big negotiations” are essentially irrelevant.called “big negotiations” are essentially irrelevant.63. If 63. If everyevery quarter is a “little better” than the prior quarter— quarter is a “little better” than the prior quarter—then you are not taking any serious risks. then you are not taking any serious risks. 64. Phones beat email. 64. Phones beat email.

““Nothing is Nothing is soso

contagious ascontagious asenthusiasm.enthusiasm.””

—Samuel Taylor Coleridge

65. A THREE-MINUTE CALL TODAY CAN AVOID A GAME-LOSER OF 65. A THREE-MINUTE CALL TODAY CAN AVOID A GAME-LOSER OF A FIASCO NEXT MONTH. There was A FIASCO NEXT MONTH. There was alwaysalways a time when a little a time when a little thing could have been addressed that headed off a subsequent thing could have been addressed that headed off a subsequent big thing. As to avoiding that call, didn’t someone say, “Pride big thing. As to avoiding that call, didn’t someone say, “Pride goeth before the fall”?goeth before the fall”?66. Be hyper-organized about relationship management—you 66. Be hyper-organized about relationship management—you are in the anthropology business. Study the great pols! Brilliant are in the anthropology business. Study the great pols! Brilliant NRM (network relationship management) is not accidental! It is NRM (network relationship management) is not accidental! It is not catch-as-catch can. (Football analogies are cute—but deep not catch-as-catch can. (Football analogies are cute—but deep political understanding pays the private-school tuition.)political understanding pays the private-school tuition.)67. Obsess on ROIR (Return On Investment In Relationships).67. Obsess on ROIR (Return On Investment In Relationships).68. “THANK YOU” NOTES: World’s highest-return investment!!68. “THANK YOU” NOTES: World’s highest-return investment!!69. The way to anyone’s heart: Doing a nice thing for their kid. 69. The way to anyone’s heart: Doing a nice thing for their kid. (But, gawd, does this take a gentle touch.)(But, gawd, does this take a gentle touch.)70. Scoring off other people is stupid. Winners are always in 70. Scoring off other people is stupid. Winners are always in the business of creating the maximum # of winners—among the business of creating the maximum # of winners—among adversaries at least as much as among “partners.”adversaries at least as much as among “partners.”71. Your colleagues’ successes are your successes. Period. 71. Your colleagues’ successes are your successes. Period. (Trust me, my greatest personal success—financially as well as (Trust me, my greatest personal success—financially as well as artistically—has been creating a bigger pond in which everyone artistically—has been creating a bigger pond in which everyone wins, even if my “market share” is down.)wins, even if my “market share” is down.)

72. Lend a helping hand, especially when you don’t have the 72. Lend a helping hand, especially when you don’t have the time. E.g. share relationships—the more you give away the time. E.g. share relationships—the more you give away the more you get in return (just like they say in church). more you get in return (just like they say in church). 73. Listen up: “It was much later that I realized Dad’s 73. Listen up: “It was much later that I realized Dad’s secret. He gained respect by giving it. He talked and secret. He gained respect by giving it. He talked and listened to the fourth-grade kids in Spring Valley who listened to the fourth-grade kids in Spring Valley who shined shoes the same way he talked and listened to a shined shoes the same way he talked and listened to a bishop or a college president. He was seriously interested in bishop or a college president. He was seriously interested in who you were and what you had to say.”who you were and what you had to say.” —Sara Lawrence-—Sara Lawrence-Lightfoot, Lightfoot, Respect. Respect. (I.e., Respect is Cool.)(I.e., Respect is Cool.)74. Mentoring is a thrill—74. Mentoring is a thrill—and and the practical payoff is the practical payoff is enormous. The best mentors have the whole world working enormous. The best mentors have the whole world working its buns off for them!its buns off for them!75. Hire for enthusiasm. Promote for enthusiasm. Cherish 75. Hire for enthusiasm. Promote for enthusiasm. Cherish enthusiasm. REMOVE NON-ENTHUSIASTS—THEY ARE enthusiasm. REMOVE NON-ENTHUSIASTS—THEY ARE CANCERS. (“Nothing is so contagious as enthusiasm.”—CANCERS. (“Nothing is so contagious as enthusiasm.”—Samuel Taylor Coleridge. “A man without a smiling face Samuel Taylor Coleridge. “A man without a smiling face must not open a shop.”—Chinese Proverb.)must not open a shop.”—Chinese Proverb.)76. IT’S 76. IT’S ALWAYSALWAYS YOUR PROBLEM—you sold it to them. YOUR PROBLEM—you sold it to them.

77. It’s never over: While there may be an excellent service 77. It’s never over: While there may be an excellent service activity in your company, the “relationship” belongs to You! activity in your company, the “relationship” belongs to You! Hence the “aftersales” “moments of truth” are at least as—if Hence the “aftersales” “moments of truth” are at least as—if not more than*--important to the Continuing Relationship as not more than*--important to the Continuing Relationship as the sale “transaction” itself. (*I vote for “more than.”) You’ll the sale “transaction” itself. (*I vote for “more than.”) You’ll get your biggest “points” with the Client for being an get your biggest “points” with the Client for being an effective after-the-fact go-between with your company.effective after-the-fact go-between with your company.78. Don’t get too hung up on “systems integration”—first & 78. Don’t get too hung up on “systems integration”—first & foremost, the individual bits have got to work.foremost, the individual bits have got to work.79. For God’s sake don’t over promise on “systems 79. For God’s sake don’t over promise on “systems integration”—it’s nigh on impossible to deliver.integration”—it’s nigh on impossible to deliver.80. On the other hand … winners clamber Up the Value-added 80. On the other hand … winners clamber Up the Value-added Ladder, and offer ever so much more than “mere” product. Ladder, and offer ever so much more than “mere” product. ALL SUCCESSFUL SALES PEOPLE ARE IN THE “SOLUTIONS ALL SUCCESSFUL SALES PEOPLE ARE IN THE “SOLUTIONS BUSINESS”—no matter how jargony that may sound.BUSINESS”—no matter how jargony that may sound.

81. “Systems” / “Solutions” selling means grappling directly 81. “Systems” / “Solutions” selling means grappling directly with “culture change” in Client organizations. (“The business of with “culture change” in Client organizations. (“The business of selling is not just about matching viable solutions to the selling is not just about matching viable solutions to the customers that require them. It’s equally about managing the customers that require them. It’s equally about managing the change process the customer will need to go through to change process the customer will need to go through to implement the solution and achieve the value promised by the implement the solution and achieve the value promised by the solution”—Jeff Thull, solution”—Jeff Thull, The Prime Solution: Close the Value Gap, The Prime Solution: Close the Value Gap, Increase Margins, and Win the Complex SaleIncrease Margins, and Win the Complex Sale) ) 82. Shit happens. That’s what they pay you for.82. Shit happens. That’s what they pay you for.83. This is not a “GE” or “Ben & Jerry’s” sale—it is a Joe 83. This is not a “GE” or “Ben & Jerry’s” sale—it is a Joe Jones/Jane Jones sale. YOU ARE THE “BRAND” THE CLIENT BUYSJones/Jane Jones sale. YOU ARE THE “BRAND” THE CLIENT BUYS—especially over the long haul.—especially over the long haul.84. Duh: You make money, the company makes money—on 84. Duh: You make money, the company makes money—on repeat business.repeat business.85. Master—yes, you—the “PR” Game. “Word of Mouth” is not 85. Master—yes, you—the “PR” Game. “Word of Mouth” is not accidental! You want Word of Mouth? Make it happen! accidental! You want Word of Mouth? Make it happen! 86. GOAL #1: MAKE YOUR CLIENT A HERO—YOU ARE NOT THERE 86. GOAL #1: MAKE YOUR CLIENT A HERO—YOU ARE NOT THERE TO GET CREDIT. (“Taking credit” is for egomaniacs. And losers.)TO GET CREDIT. (“Taking credit” is for egomaniacs. And losers.)87. “Decent margins,” over the mid- to long-term, are a product 87. “Decent margins,” over the mid- to long-term, are a product of better relationships, not better “negotiating skill.” (Mostly.)of better relationships, not better “negotiating skill.” (Mostly.)

““You can’t behaveYou can’t behavein a calm, rationalin a calm, rational

manner. You’ve gotmanner. You’ve got to be out there onto be out there on the lunatic fringe.”the lunatic fringe.”

—Jack Welch

88. In the immortal words of ex-GE Vice Chairman Larry 88. In the immortal words of ex-GE Vice Chairman Larry Bossidy, more or less, “Realism rocks.” (“Bullshit artist” and Bossidy, more or less, “Realism rocks.” (“Bullshit artist” and “great salesperson,” contrary to conventional wisdom, are “great salesperson,” contrary to conventional wisdom, are Diametric Opposites. “Truthteller” and Great Salesperson is Diametric Opposites. “Truthteller” and Great Salesperson is more like it.)more like it.)89. Be the first to tell the Client bad news (e.g., slipped 89. Be the first to tell the Client bad news (e.g., slipped delivery); his intelligence sources will tell him fast—you want to delivery); his intelligence sources will tell him fast—you want to be there first with your story and to enhance your rep as be there first with your story and to enhance your rep as Truthteller!Truthteller!90. Work like hell to get a reputation as a valued industry 90. Work like hell to get a reputation as a valued industry expert, to become an industry resource.expert, to become an industry resource.91. Work the Trade Association angle for all its worth—it may 91. Work the Trade Association angle for all its worth—it may take a decade to pay off—e.g., when you become an officer or take a decade to pay off—e.g., when you become an officer or are on an important panel or testify Before Congress.are on an important panel or testify Before Congress.92. PAY YOUR DUES IN THE CLIENT ORG AND IN YOUR OWN ORG!92. PAY YOUR DUES IN THE CLIENT ORG AND IN YOUR OWN ORG!93. It’s all bloody tactics.93. It’s all bloody tactics.94. You must ... LOVE .... the product! (Period.)94. You must ... LOVE .... the product! (Period.)95. YOU MUST LOVE THE PRODUCT!95. YOU MUST LOVE THE PRODUCT!96. Don’t over-schedule. “Running late” is inexcusable at any 96. Don’t over-schedule. “Running late” is inexcusable at any level of seniority; it is the ultimate mark of self-importance level of seniority; it is the ultimate mark of self-importance mixed with contempt.mixed with contempt.

97. Women are better salespeople. (See Addendum.)97. Women are better salespeople. (See Addendum.)98. Women alone understand Women.98. Women alone understand Women.99. Actually, Women by and large understand Men better than 99. Actually, Women by and large understand Men better than Men understand Men.Men understand Men.100.Women purchasers buy Stories and recommendations.100.Women purchasers buy Stories and recommendations.101. Women take longer to become Loyal purchasers, but then 101. Women take longer to become Loyal purchasers, but then stay Loyal.stay Loyal.102. Men buy Stats.102. Men buy Stats.103. Men decide fast, but are fickle.103. Men decide fast, but are fickle.104. Men & Women are … VERY, VERY … Different.104. Men & Women are … VERY, VERY … Different.105. Women buy most things. Consumer. Increasingly, 105. Women buy most things. Consumer. Increasingly, professional goods and services.professional goods and services.106. Women’s Market is Opportunity #1.106. Women’s Market is Opportunity #1.107. Boomers. Many, many. Lots & lots & lots of … $$$.107. Boomers. Many, many. Lots & lots & lots of … $$$.108. Boomers-Geezers are very different purchasers than those 108. Boomers-Geezers are very different purchasers than those in other categories.in other categories.

Women Rock … as Salespersons (From Item #97.)Women Rock … as Salespersons (From Item #97.)

And the answers are?And the answers are?

““TAKE THIS QUICK QUIZ: Who manages more things at TAKE THIS QUICK QUIZ: Who manages more things at once? once? Who puts more effort into their appearance?Who puts more effort into their appearance? Who usually takes care of the details? Who usually takes care of the details? Who finds it Who finds it easier to meet new people?easier to meet new people? Who asks more questions Who asks more questions in a conversation? in a conversation? Who is a better listener?Who is a better listener? Who has Who has more interest in communication skills? more interest in communication skills? Who is more Who is more inclined to get involved?inclined to get involved? Who encourages harmony Who encourages harmony and agreement? and agreement? Who has better intuition?Who has better intuition? Who Who works with a longer ‘to do’ list? works with a longer ‘to do’ list? Who enjoys a recap to Who enjoys a recap to the day’s events?the day’s events? Who is better at keeping in touch Who is better at keeping in touch with others?”with others?”

Source: Source: Selling Is a Woman’s Game: 15 Powerful Reasons Why Selling Is a Woman’s Game: 15 Powerful Reasons Why Women Can Outsell MenWomen Can Outsell Men, Nicki Joy & Susan Kane-Benson, Nicki Joy & Susan Kane-Benson

109. It takes time to get to know people. (DUH.)109. It takes time to get to know people. (DUH.)110. The very idea of “efficiency” in relationship 110. The very idea of “efficiency” in relationship development is ... STUPID.development is ... STUPID.111. MBWA (still) rules.111. MBWA (still) rules.112. “Preparing the soil” is the “first 98 percent.” (Or 112. “Preparing the soil” is the “first 98 percent.” (Or more.)more.)113. WORK THE PHONES!113. WORK THE PHONES!114. Rule 5K-5M: 5K miles for a 5-Minute meeting often 114. Rule 5K-5M: 5K miles for a 5-Minute meeting often makes sense. (Yes, often.) (Even with constrained travel makes sense. (Yes, often.) (Even with constrained travel budgets.) (Thanks, super-agent Mark McCormack.)budgets.) (Thanks, super-agent Mark McCormack.)115. Become a student! Study great salespeople! 115. Become a student! Study great salespeople! (Including Presidents.) (“Natural” is a little bit true—but (Including Presidents.) (“Natural” is a little bit true—but then Naturals are always the ones who study hardest—then Naturals are always the ones who study hardest—e.g., Jerry Rice.)e.g., Jerry Rice.)116. Become a student! Yes, you can study Relationship 116. Become a student! Yes, you can study Relationship Building. So, study … Building. So, study … 117. Beware complexifiers and complicators. (Truly 117. Beware complexifiers and complicators. (Truly “smart people” ... Simplify things.)“smart people” ... Simplify things.)

118. The smartest guy in the room rarely wins—alas, 118. The smartest guy in the room rarely wins—alas, he usually is aware he’s the smartest guy. (And he usually is aware he’s the smartest guy. (And needn’t waste his time on that “soft relationship needn’t waste his time on that “soft relationship crap.”)crap.”)119. Be kind. It works.119. Be kind. It works.120. Be especially kind when there are screw-ups. 120. Be especially kind when there are screw-ups. (There’s plenty of time later to Play the Great (There’s plenty of time later to Play the Great Accountability Game.)Accountability Game.)121. Presidents never tire of being treated like 121. Presidents never tire of being treated like Presidents.Presidents.

122.122. Luck matters. Luck matters. Good luck!Good luck!

Tom’sTom’s

60TIB60TIBss***TIB = This I Believe

Sixty for Sixty: Tom’s 60TIBs

The architect Bill Caudill was a contrarian. He pioneered the The architect Bill Caudill was a contrarian. He pioneered the idea of working intimately with clients to create spaces that idea of working intimately with clients to create spaces that

met their needs; this flew in the face of conventional wisdom, met their needs; this flew in the face of conventional wisdom, which held that the architect was pure artist, barely which held that the architect was pure artist, barely

deigning to make client contact. Caudill’s approach wasdeigning to make client contact. Caudill’s approach was wildly successful—so much so that today it’s become wildly successful—so much so that today it’s become

conventional wisdom.conventional wisdom.

Over the years Bill jotted notes on this and that, and began to Over the years Bill jotted notes on this and that, and began to organize them for his children. The title of his musings: This I organize them for his children. The title of his musings: This I

Believe. After Caudill’s death, his colleagues collected the Believe. After Caudill’s death, his colleagues collected the notes and published them. That is, notes and published them. That is, The TIBThe TIBss of Bill Caudill of Bill Caudill..

A sixtieth birthday is a monumental occasion, and I chose, A sixtieth birthday is a monumental occasion, and I chose, among other things, to give myself a present to mark the/my among other things, to give myself a present to mark the/my date in November 2002. I sat on a hill overlooking my farm date in November 2002. I sat on a hill overlooking my farm in Vermont, and scribbled down 60 thoughts, one for each in Vermont, and scribbled down 60 thoughts, one for each

year, that seemed to capture my professional and, to year, that seemed to capture my professional and, to some extent, my personal journey. Those thoughts—Tom’s some extent, my personal journey. Those thoughts—Tom’s

60TIBs—herewith.60TIBs—herewith.

1. TECHNICOLOR RULES!1. TECHNICOLOR RULES! (Passion Moves Mountains!) (Passion Moves Mountains!)2. Audacity Matters!2. Audacity Matters!3. Revolution Now!3. Revolution Now!4. Question Authority! (& Hire4. Question Authority! (& Hire Disrespectful People.) Disrespectful People.) 5. Disorganization Wins! (LOVE5. Disorganization Wins! (LOVE THE MESS!) THE MESS!)

6. Think 3M: Markets Matter Most. ONLY EXTREME6. Think 3M: Markets Matter Most. ONLY EXTREME COMPETITION STAVES OFF STALENESS. (You can COMPETITION STAVES OFF STALENESS. (You can take the boy out of Silicon Valley, but you can’t take take the boy out of Silicon Valley, but you can’t take Silicon Valley out of the boy!) Silicon Valley out of the boy!)7. Three Hearty Cheers for Weirdos. (Bill Gates, Steve7. Three Hearty Cheers for Weirdos. (Bill Gates, Steve Jobs, Larry Ellison, Scott McNealy, Craig Venter Jobs, Larry Ellison, Scott McNealy, Craig Venter et al.) et al.) 8. Message 2003: Technology Change (Info-sciences,8. Message 2003: Technology Change (Info-sciences, Biosciences) Is in Its Infancy! (WE AIN’T SEEN Biosciences) Is in Its Infancy! (WE AIN’T SEEN NOTHIN’ YET!) NOTHIN’ YET!)9. Everything Is Up For Grabs! Volatility Is Thy Name!9. Everything Is Up For Grabs! Volatility Is Thy Name! (Forever & Ever. Amen.) RE-INVENT … OR DIE! (Forever & Ever. Amen.) RE-INVENT … OR DIE! 10. Big Sucks. (Mostly.) (VERY Mostly.)10. Big Sucks. (Mostly.) (VERY Mostly.)

11. “Permanence” Is a Snare & a Delusion.11. “Permanence” Is a Snare & a Delusion. (Forget “Built to Last.” It’s Yesterday’s (Forget “Built to Last.” It’s Yesterday’s Idea.) Idea.)12. Kaizen” (Continuous Improvement) Is …12. Kaizen” (Continuous Improvement) Is … Dangerous.Dangerous.13. DESTRUCTION RULES!13. DESTRUCTION RULES!14. Forget It! (“Learning” = Easy. “Forgetting” =14. Forget It! (“Learning” = Easy. “Forgetting” = Nigh on Impossible.) Nigh on Impossible.) 15. Innovation Is Easy: Hang Out with Freaks.15. Innovation Is Easy: Hang Out with Freaks. (Employees, Board Members, Customers, (Employees, Board Members, Customers, Suppliers, Alliance Partners, Consultants.) Suppliers, Alliance Partners, Consultants.)

16. Boring Begets Boring. 16. Boring Begets Boring. (Cool Begets Cool.)(Cool Begets Cool.)17. Think “Portfolio.” (We’re All V.C.s.)17. Think “Portfolio.” (We’re All V.C.s.)18. Perception Is All There Is. (“Insiders” …18. Perception Is All There Is. (“Insiders” … ALWAYS … overestimate the Radicalism of ALWAYS … overestimate the Radicalism of What They’re Up To.) What They’re Up To.)19. Action … ALWAYS … Takes Precedence. 19. Action … ALWAYS … Takes Precedence. Think: R.F!A./Ready. Fire! Aim. (REWARD Think: R.F!A./Ready. Fire! Aim. (REWARD SUCCESS. REWARD FAILURE. PUNISH … SUCCESS. REWARD FAILURE. PUNISH … INACTION.) INACTION.) 20. 20. He Who Makes & Tests the Quickest &He Who Makes & Tests the Quickest & Coolest Prototypes Reigns! Coolest Prototypes Reigns!

21. Haste Makes Waste. (SO GO WASTE!)21. Haste Makes Waste. (SO GO WASTE!)22. Screw-ups are … 22. Screw-ups are … thethe … Mark of Excellence. … Mark of Excellence. (“Do It Right the First Time” Is a Very Stupid (“Do It Right the First Time” Is a Very Stupid Idea.) Idea.) 23. Play Hard! Play Now! (Cherish Play!)23. Play Hard! Play Now! (Cherish Play!)24. TALENT TIME! 24. TALENT TIME! (He/She Who Has the Best(He/She Who Has the Best “Roster” Rules!) “Roster” Rules!)25. Re-do Education. Totally. (FOSTER25. Re-do Education. Totally. (FOSTER CREATIVITY … NOT UNIFORMITY.) (THE CREATIVITY … NOT UNIFORMITY.) (THE NOISIEST CLASSROOM WINS.) NOISIEST CLASSROOM WINS.)

26. Diversity’s Hour Is Now!26. Diversity’s Hour Is Now!27. 27. SHE … Is the Best Leader!SHE … Is the Best Leader!28. MARKETING MANTRA: 28. MARKETING MANTRA: Embrace the “BIG THREE”Embrace the “BIG THREE” Demographics. Demographics. (1) SHE … is the Customer. (For (1) SHE … is the Customer. (For everything.) (2) Rapidly Aging Boomers Have … everything.) (2) Rapidly Aging Boomers Have … ALL THE MONEY. (3) Green … Matters. ALL THE MONEY. (3) Green … Matters. (TRILLIONS OF $$$$$ Are at Stake.) (NOBODY … (TRILLIONS OF $$$$$ Are at Stake.) (NOBODY … Gets It.) (Mere “Programs” Will Not Suffice.) Gets It.) (Mere “Programs” Will Not Suffice.)29. Re-boot Healthcare. (UNDERSTATEMENT.)29. Re-boot Healthcare. (UNDERSTATEMENT.)30. WHAT ARE WE SELLING? “Experiences” &30. WHAT ARE WE SELLING? “Experiences” & “Solutions” > “Quality” & “Satisfaction.” (The “Solutions” > “Quality” & “Satisfaction.” (The Traditional Value-added Equation Is Being Set on Traditional Value-added Equation Is Being Set on Its Ear.) Its Ear.)

31. DESIGN = New Seat of the Soul. 31. DESIGN = New Seat of the Soul. 32. Branding Is for … EVERYONE. He Who Has32. Branding Is for … EVERYONE. He Who Has the … BEST STORY … Takes Home the the … BEST STORY … Takes Home the Marbles. Marbles.33. 33. DRAMATIC DIFFERENCEDRAMATIC DIFFERENCE = Only Difference. = Only Difference.34. WORDS/Language Matters … a Lot. (E.g.:34. WORDS/Language Matters … a Lot. (E.g.: Three Hearty Cheers for “Wow”!) Three Hearty Cheers for “Wow”!)35. WHAT MATTERS IS STUFF THAT MATTERS.35. WHAT MATTERS IS STUFF THAT MATTERS. (Query #1: (Query #1: “Are You Proud of It?”)“Are You Proud of It?”)

36. eALL. (IS/IT: 36. eALL. (IS/IT: Half-way = No WayHalf-way = No Way.).)37. DREAM … Big! DREAM … Enormous.37. DREAM … Big! DREAM … Enormous. DREAM … Gargantuan. DREAM … Gargantuan. (These Are XXXL(These Are XXXL Times.) Times.)38. THINK MIKE! (Michelangelo: “The greatest38. THINK MIKE! (Michelangelo: “The greatest danger for most of us is not that our aim is danger for most of us is not that our aim is too high and we miss it, but that it is too low too high and we miss it, but that it is too low and we reach it.”) and we reach it.”)39. There Is Only … ONE BIG ISSUE. Cross-39. There Is Only … ONE BIG ISSUE. Cross- functional Communication. functional Communication.40. Stop Doing Dumb Shit. (SYSTEMATIZE THE40. Stop Doing Dumb Shit. (SYSTEMATIZE THE PROCESS OF “UN-DUMBING.”) PROCESS OF “UN-DUMBING.”)

41. Beautiful Systems Are … BEAUTIFUL.41. Beautiful Systems Are … BEAUTIFUL.42. The … WHITE-COLLAR REVOLUTION … Will42. The … WHITE-COLLAR REVOLUTION … Will Devour Everything in Its Path. Devour Everything in Its Path. 43. Take Charge of Your Destiny! BrandYou43. Take Charge of Your Destiny! BrandYou Moment! DISTINCT … OR EXTINCT! Moment! DISTINCT … OR EXTINCT!44. “Powerlessness” Is a State of Mind! Think:44. “Powerlessness” Is a State of Mind! Think: King. Gandhi. De Gaulle. King. Gandhi. De Gaulle.45. 45. Pursue Adventure … in Every Task.Pursue Adventure … in Every Task.

46. 46. EXCELLENCE … Is a State of Mind.EXCELLENCE … Is a State of Mind. (Excellence Takes a Minute.) (No Bull.) (Excellence Takes a Minute.) (No Bull.)47. 47. SHOW UP! SHOW UP! (If You Care, You’re There.)(If You Care, You’re There.)48. YOUR CALENDAR KNOWS ALL. 48. YOUR CALENDAR KNOWS ALL. (You =(You = Calendar.) Calendar.) (Mind Your “TO DON’T” List.) (Mind Your “TO DON’T” List.)49. LIFE IS SALES. (The Rest Is Details.)49. LIFE IS SALES. (The Rest Is Details.)50. Boss Mantra #1: “I DON’T KNOW.” (“I Don’t50. Boss Mantra #1: “I DON’T KNOW.” (“I Don’t Know” = Permission to Explore.) Know” = Permission to Explore.)

51. Management Role 1: GET OUT OF THE WAY.51. Management Role 1: GET OUT OF THE WAY. (Clear the Way.) (Clear the Way.) (“Manager” = Hurdle(“Manager” = Hurdle Removal Professional.) Removal Professional.)52. Epitaph from Hell: 52. Epitaph from Hell: “He Woulda Done Some“He Woulda Done Some Truly Cool Stuff … But His Boss Wouldn’t Truly Cool Stuff … But His Boss Wouldn’t Let Him.” Let Him.”53. Change Takes However Long You Think It53. Change Takes However Long You Think It Takes. (Eschew … “Incrementalism.”) Takes. (Eschew … “Incrementalism.”)54. 54. Respect!Respect! (Rule 1: Don’t Belittle!) (Rule 1: Don’t Belittle!)55. “Thank You” Trumps All!55. “Thank You” Trumps All!

56. Integrity Matters! 56. Integrity Matters! Integrity = Credibility.Integrity = Credibility. (Dennis K. Is a Jerk.) (Dennis K. Is a Jerk.)57. SOFT IS HARD. HARD IS SOFT. (Numbers57. SOFT IS HARD. HARD IS SOFT. (Numbers Are Soft. People Are Not.) Are Soft. People Are Not.)58. Try Sunny! (Sunny Begets Sunny.58. Try Sunny! (Sunny Begets Sunny. Gloomy Begets Gloomy.) Gloomy Begets Gloomy.)59. DISPENSE ENTHUSIASM!59. DISPENSE ENTHUSIASM!60. FUN …Is Not a 4-Letter Word. So, too …60. FUN …Is Not a 4-Letter Word. So, too … JOY. (And … GRACE.) JOY. (And … GRACE.)

Tom Peters’Tom Peters’

to-mto-mAA-to-toto-mto-mahah-to-to

New Delhi. Thirteen September 2004. I New Delhi. Thirteen September 2004. I

awoke, jetlagged and sweaty, at 3A.M. I’d had awoke, jetlagged and sweaty, at 3A.M. I’d had a nightmare. Stark realism. I was, as usual, a nightmare. Stark realism. I was, as usual,

accused of overstatement and a few (or more) accused of overstatement and a few (or more) too many exclamation marks (!!!!!). Only this too many exclamation marks (!!!!!). Only this time I’d acceded to “They.” The “They” who time I’d acceded to “They.” The “They” who believe in “The Plan” and “Built to Last” and believe in “The Plan” and “Built to Last” and

“Continuous Improvement” and “Quiet, “Continuous Improvement” and “Quiet, Humble Leaders.” No! No! I had failed, in my Humble Leaders.” No! No! I had failed, in my dream, to live up to my Fervent Beliefs! This dream, to live up to my Fervent Beliefs! This must not pass! In a sweat, fearful that the must not pass! In a sweat, fearful that the

time would not come ‘round again, I turned on time would not come ‘round again, I turned on the light, picked up a pad of paper, and began the light, picked up a pad of paper, and began

to scribble frantically. Herewith the result. to scribble frantically. Herewith the result.

Tom’s Re-imagine Manifesto!

They say … my (Tom) language is extreme.I say … the times are extreme.I say … the times are extreme.

They say I’m extreme.I say I’m a realist.I say I’m a realist.

They say I demand too much.I say they accept mediocrity & continuous improvementI say they accept mediocrity & continuous improvement too readily.too readily.

They say “We can’t handle this much change.”I say “Your job and career are in jeopardy; what otherI say “Your job and career are in jeopardy; what other options do you have?”options do you have?”

They say Brand You is not for everyone.I say the alternative is unemployment.I say the alternative is unemployment.

They say “What’s wrong with a ‘good product’?”I say Wal*Mart or China or both are about to eat yourI say Wal*Mart or China or both are about to eat your lunch. Why can’t you provide instead a Fabulouslunch. Why can’t you provide instead a Fabulous Experience?Experience?


They say “Take a deep breath. Be calm.”I say “Tell it to Wal*Mart. Tell it to China. Tell itI say “Tell it to Wal*Mart. Tell it to China. Tell it to India. Tell it to Dell. Tell it to Microsoft.”to India. Tell it to Dell. Tell it to Microsoft.”

They say the Web is a “useful tool.”I say the Web changes everything. Now.I say the Web changes everything. Now.

They say “We need an Initiative.”I say “We need a Dream. And Dreamers.”I say “We need a Dream. And Dreamers.”

They say Great Design is “nice.”I say Great Design is “necessary.”I say Great Design is “necessary.”

They say I “overplay” the “women’s thing.”I say the share of Women in Senior LeadershipI say the share of Women in Senior Leadership Positions is a Waste and a Disgrace and aPositions is a Waste and a Disgrace and a Strategic Marketing Error.Strategic Marketing Error.


They say the Women’s Market Opportunity I harp on is “doubtless important.”I say 9 out of 10, make that 99 out of 100, companies aren’tI say 9 out of 10, make that 99 out of 100, companies aren’t within striking distance of accurately estimating the potentialwithin striking distance of accurately estimating the potential of the Women’s Market … let alone exploiting it.of the Women’s Market … let alone exploiting it.

They say the boomer-geezer market is also “doubtless important.”I say the boomer-geezer market amounts to a RedefiningI say the boomer-geezer market amounts to a Redefining Moment.Moment.

They say we need a “project” to exploit the women-boomer-geezer market.I say we need Total Strategic Realignment to exploit theI say we need Total Strategic Realignment to exploit the Women-Boomer-Geezer Opportunity.Women-Boomer-Geezer Opportunity.

They say “Wow” is “typical Tom.”I say “WOW” is a Minimum Survival Requirement.I say “WOW” is a Minimum Survival Requirement.

They say “effective governance” is important.I say bold-brash Boards that are representative of the marketI say bold-brash Boards that are representative of the market served—more than a token woman or two and an empty seatserved—more than a token woman or two and an empty seat for the “forthcoming Hispanic”—are an Imperative. Now.for the “forthcoming Hispanic”—are an Imperative. Now.

They say “Better.”

I sayI say “Different!” “Different!”


They say “Plan it.”I say “DO IT.”I say “DO IT.”

They say “We need more steady, loyal employees.”I say “WE NEED MORE FREAKS WHO ROUTINELY TELLI say “WE NEED MORE FREAKS WHO ROUTINELY TELL THOSE ‘IN CHARGE’ TO TAKE A FLYING LEAP … THOSE ‘IN CHARGE’ TO TAKE A FLYING LEAP … BEFORE IT’S TOO LATE.”BEFORE IT’S TOO LATE.”

They say “We need Good People.”I say “We need Quirky Talent.”I say “We need Quirky Talent.”

They say “We like people who, with steely determination, say, “I can make it better.’”I say “I love people who, with a certain maniacal gleamI say “I love people who, with a certain maniacal gleam in their eye, perhaps even a giggle, say, ‘I can turnin their eye, perhaps even a giggle, say, ‘I can turn the world upside down. Watch me!’”the world upside down. Watch me!’”

They say “We must speed things up.”I say “We must Radically change the CorporateI say “We must Radically change the Corporate Metabolism until Insane Urgency becomesMetabolism until Insane Urgency becomes a Sacrament.”a Sacrament.”


They say, “Sure, we need ‘Change.’”I say we need “REVOLUTION NOW.”I say we need “REVOLUTION NOW.”

They say (acknowledge), “Okay, we need revolution.”

I say, I say, “REVOLUTION.”“REVOLUTION.”They say “fast follower.”I say “battered and bruised leader.”I say “battered and bruised leader.”

They say “Conglomerate & Imitate!”I say “Create & Innovate!”I say “Create & Innovate!”

They say “Market share.”I say “Market CREATION.”I say “Market CREATION.”

They say “Improve & Maintain.” I say “DESTROY & RE-IMAGINE.”I say “DESTROY & RE-IMAGINE.”


They say “We like words such as ‘calm’ … ‘certainty’ … ‘is.’”I say “I like words/phrases such as ‘turbulent’I say “I like words/phrases such as ‘turbulent’ ‘ ‘opportunity’ … ‘might be’.”opportunity’ … ‘might be’.”

They vote for Republicans and Democrats.I vote for Independents and Libertarians.I vote for Independents and Libertarians.

They say “Normal.”I say “Weird.”I say “Weird.”

They say “Happy balance.”I say “Creative Tension.”I say “Creative Tension.”

They say they favor a “team” that works & lives in “harmony.”I say “give me a raucous brawl among the mostI say “give me a raucous brawl among the most creative people imaginable.”creative people imaginable.”

They say “Peace, brother.”I say “Bruise my feelings. Flatten my ego.I say “Bruise my feelings. Flatten my ego. SAVE MY JOB.”SAVE MY JOB.”


They say “Vanilla.”I say “Cherry Garcia.”I say “Cherry Garcia.”

They say “Basic Black.”I say “TECHNICOLOR RULES!”I say “TECHNICOLOR RULES!”

They say “Branding is for the likes of Nike.”I say “Branding is for Everyone & Anyone with theI say “Branding is for Everyone & Anyone with the Passion & Tenacity to foist their Wonderful & Weird Passion & Tenacity to foist their Wonderful & Weird Point of View on the world … and the New World’sPoint of View on the world … and the New World’s (read: Web’s) power allows-encourages such “silly” (read: Web’s) power allows-encourages such “silly” (until recently) visions-of-ubiquity to become reality,(until recently) visions-of-ubiquity to become reality, perhaps overnight.”perhaps overnight.”

They say we need “happy customers.”I say “Give me pushy, needy, nasty, provocativeI say “Give me pushy, needy, nasty, provocative customers who will drag me down Innovationcustomers who will drag me down Innovation Boulevard.”Boulevard.”

They say they want to partner with “best of breed.”I say “Give me Coolest of Breed.”I say “Give me Coolest of Breed.”


They say we need “supply chain harmony.”I say we need “supply chain Innovation.”I say we need “supply chain Innovation.”

They say “We seek Harvard MBAs.”I say I seek Certificate-free “PhDs” from the SchoolI say I seek Certificate-free “PhDs” from the School of Hard Knocks.of Hard Knocks.

They say they want recruits with a “spotless records.”I say “the Spots are what matter most.”I say “the Spots are what matter most.”

They say “Integrity is important.”I say “Tell the Unvarnished Truth, All the Time …I say “Tell the Unvarnished Truth, All the Time … or take a Long Hike.”or take a Long Hike.”

They read Jim Collins and grok on “quiet, humble leaders.”I say “Give me the Bold, the Brash, the Brassy, theI say “Give me the Bold, the Brash, the Brassy, the Egocentric Dreamers who, like Steve Jobs,Egocentric Dreamers who, like Steve Jobs, ‘ ‘Dent the Universe.’”Dent the Universe.’”

They say “Improve.”

I sayI say “Re-imagine!” “Re-imagine!”


They say they need a “vision” born of McKinsey.I say we need a “Grandiose Dream” born of a PassionateI say we need a “Grandiose Dream” born of a Passionate & Intemperate Belief that the world can be a different,& Intemperate Belief that the world can be a different, better place.better place.

They say healthcare, our biggest industry, is “a mess.”I say our hospitals, which kill over 100,000 patients aI say our hospitals, which kill over 100,000 patients a year, are part of a system that is “a disgrace.”year, are part of a system that is “a disgrace.”

They say “obesity is a problem” … “lose some weight.”I say Re-imagine the entire healthcare system … I say Re-imagine the entire healthcare system … NOW … to focus on Prevention & Wellness.NOW … to focus on Prevention & Wellness.

They say “no child left behind.”I say “education” is leaving ALL our children behind,I say “education” is leaving ALL our children behind, as it is totally mis-aligned to deal with tomorrow’sas it is totally mis-aligned to deal with tomorrow’s (this afternoon’s) uncertain, ambiguous, creativity-(this afternoon’s) uncertain, ambiguous, creativity- driven economy.driven economy.


They say, “Of course we believe in marketing.”I say “Is the CMO [Chief Marketing Officer] on the BoardI say “Is the CMO [Chief Marketing Officer] on the Board of Directors?”of Directors?”

They say “Of course we believe in marketing.”I say “Has your customer data base won numerous major industry awards?”

They say “Of course we believe in marketing.”I say “Is your Web site Sooooo Cool, Sooooo Fresh, SoooooI say “Is your Web site Sooooo Cool, Sooooo Fresh, Sooooo Friendly to Use that it gives you goose pimples just to e-visit,Friendly to Use that it gives you goose pimples just to e-visit, even though you’ve seen it 1000 times?” even though you’ve seen it 1000 times?”

They say “Of course we believe in marketing.”I say “How many in-depth customer visits did the CEO makeI say “How many in-depth customer visits did the CEO make last month?”last month?”

They say “Yes, the ‘Women’s thing’ is important.”I say “Do women hold at least 1/3rd of your Board seats?”I say “Do women hold at least 1/3rd of your Board seats?”

They say “We’re coming around on the design bit.”I say “Is, as at Braun, your Chief Design Officer on the BoardI say “Is, as at Braun, your Chief Design Officer on the Board of Directors?”of Directors?”

Tom’ Re-imagine Manifesto!

They say “Of course we think the ‘experiences thing’ is important.”I say “Is there an ‘EVP Experiences’?”I say “Is there an ‘EVP Experiences’?”

They say “Of course innovation is important.”I say “Is your percentage of revenue devoted to R&DI say “Is your percentage of revenue devoted to R&D at least 1.5 (2.0? 2.5?) times the industry average?”at least 1.5 (2.0? 2.5?) times the industry average?”

They say “Of course we believe in IS/IT.”I say “Is the CIO on the Board of Directors?” (Only 5% of I say “Is the CIO on the Board of Directors?” (Only 5% of Fortune500 CIOs are on the Board. One example: Fortune500 CIOs are on the Board. One example: Wal*Mart.)Wal*Mart.)

They say “Of course we believe in IS/IT.”I say “How many members of your Board are under 35I say “How many members of your Board are under 35 years old?”years old?”

They say “We believe in having a ‘flat organization.’”I say “Is your headquarters in a Tower?”I say “Is your headquarters in a Tower?”


They say we need to “bring effectiveness to the supply chain.”I say we need an IS/IT/Best Sourcing revolution basedI say we need an IS/IT/Best Sourcing revolution based on nothing less than an Entirely Original Vision of on nothing less than an Entirely Original Vision of whatwhat organizations are and how they interact.organizations are and how they interact.

They say “Globalization is a bumpy road.”I say India and China and Asia in general are within twoI say India and China and Asia in general are within two decades of running the show: Get ready or getdecades of running the show: Get ready or get trounced.trounced.

They say “defense” and “consolidation” are musts for a global game.I say encourage Offense, nurture a Generation (or 10) of I say encourage Offense, nurture a Generation (or 10) of Entrepreneurs, cherish Creativity & Risk-taking fromEntrepreneurs, cherish Creativity & Risk-taking from primary school onwards … and don’t expect to beprimary school onwards … and don’t expect to be saved by a bunch of bulky, retro behemoth saved by a bunch of bulky, retro behemoth commandedcommanded by a phalanx of Old White Guys who think 30 minutes by a phalanx of Old White Guys who think 30 minutes aa day on the corporate treadmill and 27 holes on theday on the corporate treadmill and 27 holes on the links are a fit defense against Revolution.links are a fit defense against Revolution.


They say “Get an MBA.”I say “Get an MFA.”I say “Get an MFA.”

They say “If it can’t be precisely measured then it isn’t real.” (And I suppose if it can be measured it is real? Think Enron? Adelphia? WorldCom?)I say “If it can be precisely measured it isn’t real.” (ThinkI say “If it can be precisely measured it isn’t real.” (Think Age of Intangibles & Relationships.) (Think: “He knewAge of Intangibles & Relationships.) (Think: “He knew the price of everything and the value of nothing.”)the price of everything and the value of nothing.”)

They say “Rationality is the Bedrock of Modern Society.”I say “Irrationality [irrational exuberance?] is the MotherI say “Irrationality [irrational exuberance?] is the Mother of all True Entrepreneurial Pilgrimages.”of all True Entrepreneurial Pilgrimages.”

They say “Order is the necessary precursor to measured, sustainable success.”I say “Dis-order is the precursor to Opportunistic Sorties,I say “Dis-order is the precursor to Opportunistic Sorties, Market Creation, Quantum Leaps, and EntrepreneurialMarket Creation, Quantum Leaps, and Entrepreneurial Adventure.Adventure.


They say “To get anywhere, you have to know exactly where the hell you’re headed.”I say “If you know precisely where you’re headed andI say “If you know precisely where you’re headed and exactly how you’re gonna get there, then you clearlyexactly how you’re gonna get there, then you clearly suffer from Advanced Shrivelus Imaginationus.”suffer from Advanced Shrivelus Imaginationus.” (This disease is fatal.)(This disease is fatal.)

They say “Employees need Well-defined Structure.”I say “Talent should be encouraged to embark on QuestsI say “Talent should be encouraged to embark on Quests to the Unknown.”to the Unknown.”

They say “I’m here to maximize shareholder value.”I say “I’m here to inflame each & every member of myI say “I’m here to inflame each & every member of my Awesome Staff to embark with Vigor & DeterminationAwesome Staff to embark with Vigor & Determination & Passion & Enthusiasm on a Quest of Monumental& Passion & Enthusiasm on a Quest of Monumental Consequence.” (And if I come even close to succeeding,Consequence.” (And if I come even close to succeeding, it will, in fact, dramatically up the odds of Thrivingit will, in fact, dramatically up the odds of Thriving Amidst Today’s Chaos—and creating untold shareholderAmidst Today’s Chaos—and creating untold shareholder value in the process.)value in the process.)


They say “men.”I say “WOMEN.”I say “WOMEN.”

They say Diversity is a “good thing.”I say Diversity is a Fresh Breath of Creative Air … AbsolutelyI say Diversity is a Fresh Breath of Creative Air … Absolutely Necessary for Economic Salvation in perilous times.Necessary for Economic Salvation in perilous times.

They say “Wait your turn, honor those who have marched these corridors before you.”I say Get Off Your Butt & Go for the Gold … TODAY … or signI say Get Off Your Butt & Go for the Gold … TODAY … or sign the transfer papers willing your job in perpetuity to athe transfer papers willing your job in perpetuity to a Chinese or Indian who Gives a Shit and Gets Up Chinese or Indian who Gives a Shit and Gets Up (VERY) Early and works Saturdays & Sundays.(VERY) Early and works Saturdays & Sundays.

They say “offshoring” is a “blight.”I say the Earth proved not to be the center of the Solar I say the Earth proved not to be the center of the Solar System … and the USA is not the epicenter-in-perpetuitySystem … and the USA is not the epicenter-in-perpetuity of the Earth … and that we had best learn … NOW … toof the Earth … and that we had best learn … NOW … to prosper and take pleasure in a dynamic, exciting, creative,prosper and take pleasure in a dynamic, exciting, creative, multi-polar economic environment. (Damn it.)multi-polar economic environment. (Damn it.)


They say “It’s a fright.”I say “It’s a Helluva Ride.”I say “It’s a Helluva Ride.”

They say it’s “daunting.”I say it’s “a bronco-bustin’ day at the rodeo.”I say it’s “a bronco-bustin’ day at the rodeo.”

They say “Life is a marathon; husband your strength.”I say “Life is a sprint. Begin planning your World-beatingI say “Life is a sprint. Begin planning your World-beating Me Inc. start-up … TODAY.”Me Inc. start-up … TODAY.”

They say lifetime employment was a boon.I say lifetime employment was Indentured Servitude,I say lifetime employment was Indentured Servitude, modern-day Slavery.modern-day Slavery.

They say “safety net.”I say “I say “II am my safety net; give me some version of the am my safety net; give me some version of the ‘ ‘Ownership Society.’”Ownership Society.’”

They say “zero defects.”I say “A day without a screw-up or two is a day pissedI say “A day without a screw-up or two is a day pissed away.”away.”


They say “Think about it.”I say “Try it.”I say “Try it.”

They say “Plan it.”I say “Test it.”I say “Test it.”

They say “continuous improvement.”I say “Bold Leaps.”I say “Bold Leaps.”

They say “Keep on Improvin’.”I say “Keep on Leapin’.”I say “Keep on Leapin’.”

They say “Built to last.”I say “Built to Soar. We’re all dead in the long run …I say “Built to Soar. We’re all dead in the long run … live your Insane Fantasy. Devil take the hindmost.”live your Insane Fantasy. Devil take the hindmost.”

They (Jim Collins) say “Walgreens is Cool.”I say “I love Larry Ellison.” (Oracle rules … at leastI say “I love Larry Ellison.” (Oracle rules … at least for the next ten minutes.)for the next ten minutes.)


They say “Play the odds.”I say “Reward excellent failures. Punish mediocre I say “Reward excellent failures. Punish mediocre successes.” (Thanks, Phil Daniels.)successes.” (Thanks, Phil Daniels.)

They say “Eighty-hour weeks will kill you.” I say “Work 35-hour weeks, and the Chinese will I say “Work 35-hour weeks, and the Chinese will kill you.”kill you.”

They say “Install cost controls with teeth.”I say “Ha. Ha. Ha. Blow Up the existing enterprise andI say “Ha. Ha. Ha. Blow Up the existing enterprise and start with a Clean Sheet of Paper.”start with a Clean Sheet of Paper.”

They say “Install cost controls with teeth.”I say “Grow the Top Line.”I say “Grow the Top Line.”

They say “Radical change takes a decade.”I say “Radical change takes a Minute.” (See AA.)I say “Radical change takes a Minute.” (See AA.)

They say “Times are changing.”I say “Everything has already changed. Tomorrow is theI say “Everything has already changed. Tomorrow is the First Day of Your Revolution … or you’re Toast.”First Day of Your Revolution … or you’re Toast.”


They say “We can’t all be Anita Roddick or Maxine Clark or Stan Shih or Les Wexner or Jerry Yang.”I say “Why not?”I say “Why not?”

They say “We can’t all be Revolutionaries.”I say “Why not?”I say “Why not?”

They say “We can’t all be a Brand.”I say “Why not?”I say “Why not?”

They say “Beware the Hype.”I say “Been to China lately? Visited Infosys inI say “Been to China lately? Visited Infosys in Bangalore lately?”Bangalore lately?”

They say this is just a Rant.I say this is just Reality.I say this is just Reality.

They say “The man is not nice.”I say “The times are not forgiving.”I say “The times are not forgiving.”

EXEXCELLE CELLE ALWALWAYSAYS..

long Tom Peters’ EXCELLENCE . ALWAYS . ONO/Management Forum Madrid/30 November 2006

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Transcript of long Tom Peters’ EXCELLENCE . ALWAYS . ONO/Management Forum Madrid/30 November 2006