Tom Peters

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Tom Peters X25EXCELLENCE.
ALWAYS.IDDBA/Anaheim/03 June 2007In Search
of Excellence 1982-2007
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Thank you Ann!!!
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R.O.I.R
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Return On Investment In Relationships
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Conrad Hilton, at a gala celebrating his life,
on the most important lesson youve learned in
you long and distinguished career remember
to tuck the shower curtain inside the bathtub
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Daimler. And Dumb. Both Start with d.
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Mission impossible?36B/98minus 675M/07
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Mr Zetsche, head of Chrysler from 2000 to 2005,
denied he should take any responsibility for
the U.S. carmakers troubles Financial
Times/05.29.07
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10,000,000/Day
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Slides at tompeters.comAlso LONG
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IDDBA21
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IDDBA21 Planetree! Commerce! Cirque!
(Pianos! Dog biscuits!) Jerry Garcia or bust
(only ones who do what we do, insanely great,
radically thrilling, gaspworthy. Think
Wegmans. (Staff 1 the Managers Handbook of
Decencies Kindness is free.) Wow is free,
too. Hire nut cases (the O for 800 rule holds
for DDB) E Val U A Tion, 53 53. Cause. Space.
Decency. Hire Great People. Try a Lot of Stuff
Accept No Less Than Excellence. Pursue
Wow! EXCELLENCE! Think 7 11 _at_ Mt Vernon
Charles. (ltCapex, gt People) Think Whole Foods.
(Sorry, but its true.) (Experience! Flowers on
the way in! Bags that open!) Customer
partnership. Design (Pooh, the Deli look
2007) Communispace. (Got a clue as to whats in
your STORE LEVEL customers heads, the
case of the Remote Control) Experience????????
(Still waitin for memorable.) (Stories,
suggestions, tableaus what was the point
beyond modernize Shaws Manchester VT) For
Petes sake OBESITY WORSE THAN TERRORISM (Lea
Der Ship! Wild doses of Im Ag In A Tion
Noooooooow!) Tommy Trillions His Friends By
The Millions!!!!!!!!!!!!!! Experiment!!!!!!!!!!!!
!!!!!! (R.F.A.,S.A.V., Sams 1) NSPW (New Stuff
Per Week.) Passion (My disappointment in store
managers?????? Lookin for Mary Kay!) You do
understand HER right? (I presume gt75 of DDB
managers are Women?)
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Planetree! Commerce! Cirque! (Pianos! Dog
biscuits!) Jerry Garcia or bust (only ones
who do what we do, insanely great,
radically thrilling, gaspworthy.)
Think/Obsess Wegmans! (Staff 1 the
Managers Handbook of Decencies Kindness is
free.) Leaders serve. (Leader as host.) Wow
is free, too. Hire nut cases (the O for 800
rule holds for DDB)
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Planetree A Radical Model for New
Healthcare/Healing/Wellness Excellence
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The 9 Planetree
Practices1. The Importance of Human
Interaction2. Informing and Empowering Diverse
Populations Consumer Health Libraries and
Patient Information3. Healing Partnerships The
importance of Including Friends and Family4.
Nutrition The Nurturing Aspect of Food5.
Spirituality Inner Resources for Healing6.
Human Touch The Essentials of Communicating
Caring Through Massage7. Healing Arts Nutrition
for the Soul8. Integrating Complementary and
Alternative Practices into Conventional
Care9. Healing Environments Architecture and
Design Conducive to HealthSource Putting
Patients First, Susan Frampton, Laura Gilpin,
Patrick Charmel
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Press Ganey Assoc 139,380 former patients from
225 hospitalsnone of THE top 15 factors
determining Patient Satisfaction referred to
patients health outcomePS directly related to
Staff InteractionPS directly correlated with
Employee Satisfaction Source Putting Patients
First, Susan Frampton, Laura Gilpin, Patrick
Charmel
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There is a misconception that supportive
interactions require more staff or more time and
are therefore more costly. Although labor costs
are a substantial part of any hospital budget,
the interactions themselves add nothing to the
budget. Kindness is free. Listening to patients
or answering their questions costs nothing. It
can be argued that negative interactionsalienatin
g patients, being non-responsive to their needs
or limiting their sense of controlcan be very
costly. Angry, frustrated or frightened
patients may be combative, withdrawn and less
cooperativerequiring far more time than it
would have taken to interact with them initially
in a positive way. Putting Patients First,
Susan Frampton, Laura Gilpin, Patrick Charmel
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Griffin Music in the parking lot professional
musicians in the lobby (7/week, 3-4hrs/day) 5
pianos volunteers (120-140 hrs arts
entertainment per month). Source Putting
Patients First, Susan Frampton, Laura Gilpin,
Patrick Charmel
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Excellence.Bank on it.(commerce bank.)
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The Commerce Bank Modelcost cutting is a death
spiral.Source Fans! Not customers. How
Commerce Bank Created a Super-growth Business in
a No-growth Industry, Vernon Hill Bob Andelman
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The Commerce Bank Model over-invest in our
people, over-invest in our facilities.Source
Fans! Not customers. How Commerce Bank Created a
Super-growth Business in a No-growth Industry,
Vernon Hill Bob Andelman
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every computer at commerce bank has a
special red key on it that says, found
something stupid that we are doing that
interferes with our ability to service the
customer? Tell us about it, and if we agree, we
will give you 50.Source Fans! Not
customers. How Commerce Bank Created a
Super-growth Business in a No-growth Industry,
Vernon Hill Bob Andelman
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Commerce Bank From Service to Experience7X.
730A-800P. F12A.93-03/10 yr annual return
CB 29 WM 17 HD 16. Mkt Cap 48 p.a.
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Planetree! Commerce! Cirque! (Pianos! Dog
biscuits!) Jerry Garcia or bust (only ones
who do what we do, insanely great,
radically thrilling, gaspworthy.)
Think/Obsess Wegmans! (Staff 1 the
Managers Handbook of Decencies Kindness is
free.) Leaders serve. (Leader as host.) Wow
is free, too. Hire nut cases (the O for 800
rule holds for DDB)
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Every time we come to a comfort zone, we will
find a way out. No Cloning. Reinvent the
brand with each new show. A typical day at the
office for me begins by asking, What is
impossible that I am going to do today?
Daniel Lamarre, president, Cirque du Soleil
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In-sane-ly-great
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Radically Thrilling Language! Radically
Thrilling. BMW Z4 (ad)
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Language
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Planetree! Commerce! Cirque! (Pianos! Dog
biscuits!) Jerry Garcia or bust (only ones
who do what we do, insanely great,
radically thrilling, gaspworthy.)
Think/Obsess Wegmans! (Staff 1 the
Managers Handbook of Decencies Kindness is
free.) Leaders serve. (Leader as host.) Wow
is free, too. Hire nut cases (the O for 800
rule holds for DDB)
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1/100 Best Companies to Work for/2005
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Leaders Understand Brand Talent.
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We are a Life Success Company.Dave Liniger,
founder, RE/MAX
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Planetree! Commerce! Cirque! (Pianos! Dog
biscuits!) Jerry Garcia or bust (only ones
who do what we do, insanely great,
radically thrilling, gaspworthy.)
Think/Obsess Wegmans! (Staff 1 the
Managers Handbook of Decencies Kindness is
free.) Leaders serve. (Leader as host.) Wow
is free, too. Hire nut cases (the O for 800
rule holds for DDB)
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Leaders SERVE people. Period. Anon.
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Planetree! Commerce! Cirque! (Pianos! Dog
biscuits!) Jerry Garcia or bust (only ones
who do what we do, insanely great,
radically thrilling, gaspworthy.)
Think/Obsess Wegmans! (Staff 1 the
Managers Handbook of Decencies Kindness is
free.) Leaders serve. (Leader as host.) Wow
is free, too. Hire nut cases (the O for 800
rule holds for DDB)
36
Planetree! Commerce! Cirque! (Pianos! Dog
biscuits!) Jerry Garcia or bust (only ones
who do what we do, insanely great,
radically thrilling, gaspworthy.)
Think/Obsess Wegmans! (Staff 1 the
Managers Handbook of Decencies Kindness is
free.) Leaders serve. (Leader as host.) Wow
is free, too. Hire nut cases (the O for
800/100 rule holds for DDB)
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Normal o for 800
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One size fits one. (53 53.) Cause. Space.
Decency. It. (Hire Great People. Try a Lot
of Stuff Accept No Less Than Excellence.
Pursue Wow!) EXCELLENCE! Excellence. Wherever.
(Jims Group, Basement Systems Inc.) Think 7
11 _at_ Mt Vernon Charles. (ltCapex, gt
People) Smile. Think Whole Foods. (Sorry, but
its true.) (Experience! Flowers on the way
in! Bags that open!)
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Just scream No!
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Promise 1 Never, ever again will I evaluate
anyone using a standardized instrument devised
by a professional in inhuman Resources.
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53 53
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One size fits one. (53 53.) Cause. Space.
Decency. It. (Hire Great People. Try a Lot
of Stuff Accept No Less Than Excellence.
Pursue Wow!) EXCELLENCE! Excellence. Wherever.
(Jims Group, Basement Systems Inc.) Think 7
11 _at_ Mt Vernon Charles. (ltCapex, gt
People) Smile. Think Whole Foods. (Sorry, but
its true.) (Experience! Flowers on the way
in! Bags that open!)
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Cause (worthy of commitment)Space (room
for/encouragement
for initiative) Decency (respect,
humane)
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The Managers Book of Decencies How Small
gestures Build Great Companies. Steve Harrison,
Adecco
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One size fits one. (53 53.) Cause. Space.
Decency. It. (Hire Great People. Try a Lot
of Stuff Accept No Less Than Excellence.
Pursue Wow!) EXCELLENCE! Excellence. Wherever.
(Jims Group, Basement Systems Inc.) Think 7
11 _at_ Mt Vernon Charles. (ltCapex, gt
People) Smile. Think Whole Foods. (Sorry, but
its true.) (Experience! Flowers on the way
in! Bags that open!)
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Hire Great People (Resilient, Passionate) Try
a Lot of Stuff (S.A.V./R.F.A.)aCCEPT NO LESS
THAN EXCELLENCE/PURSUE Wow!enjoy It While It
Lasts
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One size fits one. (53 53.) Cause. Space.
Decency. It. (Hire Great People. Try a Lot
of Stuff Accept No Less Than Excellence.
Pursue Wow!) EXCELLENCE! Excellence. Wherever.
(Jims Group, Basement Systems Inc.) Think 7
11 _at_ Mt Vernon Charles. (ltCapex, gt
People) Smile. Think Whole Foods. (Sorry, but
its true.) (Experience! Flowers on the way
in! Bags that open!)
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Why in the World did you go to Siberia?
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The Peters Principles Enthusiasm. Emotion.
Excellence. Energy. Excitement. Service. Growth.
Creativity. Imagination. Vitality. Joy.
Surprise. Independence. Spirit. Community.
Limitless human potential. Diversity. Profit.
Innovation. Design. Quality. Entrepreneurialism.
Wow!
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One size fits one. (53 53.) Cause. Space.
Decency. It. (Hire Great People. Try a Lot
of Stuff Accept No Less Than Excellence.
Pursue Wow!) EXCELLENCE! Excellence. Wherever.
(Jims Group, Basement Systems Inc.) Think 7
11 _at_ Mt Vernon Charles. (ltCapex, gt
People) Smile. Think Whole Foods. (Sorry, but
its true.) (Experience! Flowers on the way
in! Bags that open!)
51
Basement Systems Inc.
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Jims Group
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One size fits one. (53 53.) Cause. Space.
Decency. It. (Hire Great People. Try a Lot
of Stuff Accept No Less Than Excellence.
Pursue Wow!) EXCELLENCE! Excellence. Wherever.
(Jims Group, Basement Systems Inc.) Think 7
11 _at_ Mt Vernon Charles. (ltCapex, gt
People) Smile. Think Whole Foods. (Sorry, but
its true.) (Experience! Flowers on the way
in! Bags that open!)
54
lt CAPEXgt People!
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One size fits one. (53 53.) Cause. Space.
Decency. It. (Hire Great People. Try a Lot
of Stuff Accept No Less Than Excellence.
Pursue Wow!) EXCELLENCE! Excellence. Wherever.
(Jims Group, Basement Systems Inc.) Think 7
11 _at_ Mt Vernon Charles. (ltCapex, gt
People) Smile. Think Whole Foods. (Sorry, but
its true.) (Experience! Flowers on the way
in! Bags that open!)
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?
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A man without a smiling face must not open a
shop. Chinese Proverb
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One size fits one. (53 53.) Cause. Space.
Decency. It. (Hire Great People. Try a Lot
of Stuff Accept No Less Than Excellence.
Pursue Wow!) EXCELLENCE! Excellence. Wherever.
(Jims Group, Basement Systems Inc.) Think 7
11 _at_ Mt Vernon Charles. (ltCapex, gt
People) Smile. Think Whole Foods. (Sorry, but
its true.) (Experience! Flowers on the way
in! Bags that open!)
59
FLOWERPOWER
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Customer partnership. Design (Pooh, the Deli
look 2007) Communispace. (Got a clue as to
whats in your STORE LEVEL customers
heads, the case of the Remote
Control) Experience???????? (Still waitin for
memorable.) (Stories, suggestions, tableaus
what was the point beyond modernize Shaws
Manchester VT) 25 For Petes sake OBESITY
WORSE THAN TERRORISM (Lea Der Ship! Wild doses
of Im Ag In A Tion Noooooooow!)
61
Customer partnership. Design (Pooh, the Deli
look 2007) Communispace. (Got a clue as to
whats in your STORE LEVEL customers
heads, the case of the Remote
Control) Experience???????? (Still waitin for
memorable.) (Stories, suggestions, tableaus
what was the point beyond modernize Shaws
Manchester VT) 25 For Petes sake OBESITY
WORSE THAN TERRORISM (Lea Der Ship! Wild doses
of Im Ag In A Tion Noooooooow!)
62
With its carefully conceived mix of colors and
textures, aromas and music, Starbucks is more
indicative of our era than the iMac. It is to the
Age of Aesthetics what McDonalds was to the Age
of Convenience or Ford was to the Age of Mass
Productionthe touchstone success story, the
exemplar of the aesthetic imperative. Every
Starbucks store is carefully designed to enhance
the quality of everything the customers see,
touch, hear, smell or taste, writes CEO Howard
Schultz. -Virginia Postrel, The Substance of
Style How the Rise of AestheticValue Is
Remaking Commerce, Culture and Consciousness
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StarbucksWhole FoodsCommerce
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Customer partnership. Design (Pooh, the Deli
look 2007) Communispace. (Got a clue as to
whats in your STORE LEVEL customers
heads, the case of the Remote
Control) Experience???????? (Still waitin for
memorable.) (Stories, suggestions, tableaus
what was the point beyond modernize Shaws
Manchester VT) 25 For Petes sake OBESITY
WORSE THAN TERRORISM (Lea Der Ship! Wild doses
of Im Ag In A Tion Noooooooow!)
65
Focus Groups No!Continuing Conversations Yes!
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(No Transcript)
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Customer partnership. Design (Pooh, the Deli
look 2007) Communispace. (Got a clue as to
whats in your STORE LEVEL customers
heads, the case of the Remote
Control) Experience???????? (Still waitin for
memorable.) (Stories, suggestions, tableaus
what was the point beyond modernize Shaws
Manchester VT) 25 For Petes sake OBESITY
WORSE THAN TERRORISM (Lea Der Ship! Wild doses
of Im Ag In A Tion Noooooooow!)
68
The Starbucks Fix Is on We have
identified a third place. And I really
believe that sets us apart. The third place is
that place thats not work or home. Its the
place our customers come for refuge. Nancy
Orsolini, District Manager
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Experience Rebel Lifestyle!What we sell is
the ability for a 43-year-old accountant to dress
in black leather, ride through small towns and
have people be afraid of him.Harley exec,
quoted in Results-Based Leadership
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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
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Customer partnership. Design (Pooh, the Deli
look 2007) Communispace. (Got a clue as to
whats in your STORE LEVEL customers
heads, the case of the Remote
Control) Experience???????? (Still waitin for
memorable.) (Stories, suggestions, tableaus
what was the point beyond modernize Shaws
Manchester VT) 25 For Petes sake OBESITY
WORSE THAN TERRORISM (Lea Der Ship! Wild doses
of Im Ag In A Tion Noooooooow!)
72
Customer partnership. Design (Pooh, the Deli
look 2007) Communispace. (Got a clue as to
whats in your STORE LEVEL customers
heads, the case of the Remote
Control) Experience???????? (Still waitin for
memorable.) (Stories, suggestions, tableaus
what was the point beyond modernize Shaws
Manchester VT) 25 For Petes sake OBESITY
WORSE THAN TERRORISM (Lea Der Ship! Wild doses
of Im Ag In A Tion Noooooooow!)
73
Childhood Obesity gt Terrorism
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Tommy Trillions His Friends By The
Millions! Experiment! TRY IT! (R.F.A., S.A.V.,
Sams 1) NSPW (New Stuff Per Week.) You do
understand HER right? (I presume gt75 of
DDB managers are Women?) Passion (My
disappointment in store managers?????? Lookin
for Mary Kay!)

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2014,000,000,000,000- 25,000,000,000,000
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!!!!!!!!!!!!!!!!! People turning 50 today have
more than half of their adult life ahead of
them. Bill Novelli, 50 Igniting a Revolution
to Reinvent America
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7/13
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We are the Aussies Kiwis Americans
Canadians. We are the Western Europeans
Japanese. We are the fastest growing, the
biggest, the wealthiest, the boldest, the most
(yes) ambitious, the most experimental
exploratory, the most different, the most
indulgent, the most difficult demanding, the
most service experience obsessed, the most
vigorous, (the least vigorous,) the most health
conscious, the most female, the most
profoundly important commercial market in the
history of the worldand we will be the Center of
your universe for the next twenty-five years.
We have arrived!
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Boomers-Geezers-Womens TrifectaBuy/all
Wealth/all time left/ lots
Eclipse of males/retire-die
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Tommy Trillions His Friends By The
Millions! Experiment! TRY IT! (R.F.A., S.A.V.,
Sams 1) NSPW (New Stuff Per Week.) You do
understand HER right? (I presume gt75 of
DDB managers are Women?) Passion (My
disappointment in store managers?????? Lookin
for Mary Kay!)

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try it. Try it. Try it. Try it. Try it. Try it.
Try it. Try it. Screw it up. Try it. Try it. Try
it. Try it. Try it. Try it. Try it. Screw it up.
it. Try it. Try it. try it. Try it. Screw it up.
Try it. Try it. Try it.
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do things.
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We have a strategic plan. Its called doing
things. Herb Kelleher
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drill.
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This is so simple it sounds stupid, but it is
amazing how few oil people really understand that
you only find oil if you drill wells. You may
think youre finding it when youre drawing maps
and studying logs, but you have to drill.
Source The Hunters, by John Masters, Canadian
O G wildcatter
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Screw. things.Up.
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Sams Secret 1!
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Tommy Trillions His Friends By The
Millions! Experiment! (R.F.A., S.A.V., Sams
1) NSPW (New Stuff Per Week.) You do
understand HER right? (I presume gt75 of
DDB managers are Women?) Passion (My
disappointment in store managers?????? Lookin
for Mary Kay!)

89
Tommy Trillions His Friends By The
Millions! Experiment! (R.F.A., S.A.V., Sams
1) NSPW (New Stuff Per Week.) You do
understand HER right? (I presume gt75 of
DDB managers are Women?) Passion (My
disappointment in store managers?????? Lookin
for Mary Kay!)

90
Forget China, India and the Internet Economic
Growth Is Driven by Women. Headline, Economist,
April 15, 2006, Leader, page 14
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10 UNASSAILABLE REASONS WOMEN
RULE Women make all the financial
decisions.Women control all the wealth. Women
substantially outlive men. Women start most of
the new businesses. Womens work force
participation rates have soared
worldwide. Women are closing in on same pay for
same job. Women are penetrating senior
ranks rapidly even if the pace is slow for
the corner office per se. Womens
leadership strengths are exceptionally well
aligned with new organizational effectiveness
value-added imperatives. Women are better
salespersons than men. Women buy almost
everythingcommercial as well as consumer
goods. So what exactly is the point of men?
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Tommy Trillions His Friends By The
Millions! Experiment! (R.F.A., S.A.V., Sams
1) NSPW (New Stuff Per Week.) You do
understand HER right? (I presume gt75 of
DDB managers are Women?) Passion (My
disappointment in store managers?????? Lookin
for Mary Kay!)

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EXCELLENCE. BEDROCK.LEADERSHIP. Passion.9
Ps.
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PURPOSE.PASSION.Potential.Presence.Personal.P
ERSISTENCE.PEOPLE. Potent.Positive.
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"Life is not a journey to the grave with the
intention of arriving safely in one pretty and
well preserved piece, but to skid across the line
broadside, thoroughly used up, worn out, leaking
oil, shouting GERONIMO! Bill McKenna,
professional motorcycle racer (Cycle magazine
02.1982)
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Ger-on-i-mo!