Tom Peters

1
Tom Peters Excellence The Relentless
Pursuit of Dramatic Difference!The North
American Conference on Customer Management
eCustomerServiceWorld.com/Orlando/16 October 2005
2
Franchise Lost! TP How many of you 600
really crave a new Chevy?NYC/IIR/061205
3
Exceeds expectations
4
18-44-Male
5
Tom Peters Excellence The Relentless
Pursuit of Dramatic Difference!The North
American Conference on Customer Management
eCustomerServiceWorld.com/Orlando/17 October 2005
6
Slides at tompeters.com
7
The surplus society has a surplus of similar
companies, employing similar people, with similar
educational backgrounds, coming up with similar
ideas, producing similar things, with similar
prices and similar quality.Kjell Nordström
and Jonas Ridderstråle, Funky Business
8
THREE BILLION NEW CAPITALISTS Clyde Prestowitz
9
Message
10
GH/TP Get better vs Get different
11
2/50415/798/4X/Warren 1 7-7-7-???4, 4Pete
Hodgson1,000
12
2/50
13
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
14
798
15
415/SqFt/WalMart798/SqFt/Whole Foods
16
Whole FoodsAstounding selectionAstounding
qualityFun to choose (Buy FAR more than
intended)Genius merchandisingUse of
colorAttitudeKnowledgeableParkingCheckoutReek
s of distinction/DD Clean (Eat off the
floor/the food)
17
The mass market is dead. Consumers look for
either price or quality. The middle is
untenable. Walter Robb/COO/Whole
Foods/Investors Business Daily/06.20.05
18
4X At London Drugs, everyone cares about
everything. Wynne Powell
19
London
DrugsEach major department a category killer
(pharmacy, computers, photo-photo finishing,
cosmetics)Service added/ Experience (e.g.,
consultation booths for pharmaceutical
Clients)Brilliant, eye-popping
design-merchandisingPrice point peanuts to
super-premiumMassive training, very low staff
t/oBig-bet experimentation-innovationLocales
begging for LDFinancials to die forIS/IT/SC
pioneers (compared favorably to WalMarts
supply- chain management exquisite
vendor-partner programs)Effectively deflected
WalMart incursionPhilosophy fun, enthusiasm,
innovation, commitment, care, talent development
20
Q Why did you buy Jordans Furniture?A
Jordans is spectacular. Its all
showmanship.Source Warren Buffet
interview/Boston Sunday Globe/12.05.2004
21
No Excuses/Wegmans 184 Grocery stores are
all alike46 additional spend if customers
have an emotional connection to a grocery store
rather than are satisfied (Gallup)Going to
Wegmans is not just shopping, its an event.
Christopher Hoyt, grocery consultantYou
cannot separate their strategy as a retailer from
their strategy as an employer. Darrell Rigby,
Bain Co. 100 Best Companies to Work
for/Fortune
22
7X. 730A-800P. F12A.93-03/10 yr annual
return CB 29 WM 17 HD 16. Mkt Cap 48
p.a.
23
Thesaurus of WOW! They hate it if you call
them bankers. They love it, on the other
hand, when you ask to see their sstupendous.
They are Commerce Bank. These absurdly fast
growing, insanely profitable retailers,
rewriting the rules of East Coast retail banking,
sent me a copy of their booklet, Traditions. It
explicates their Wow the Customer Philosophy.
At the end theres A Collection of Commerce
Lingo. I wont define (use your imagination),
but simply offer a small sample Fans, Not
Customers. Say YES 1 to say YES, 2 to say
NO. (A staffer has to get a supervisors
approval to say no to anything.) Recover!!! To
Err Is Human To Recover Is Devine. Leave Em
Speechless. Positive Behavior. Positive
Language. Kill A Stupid Rule. (Get cash
rewards for exposing dumb internal rules that
impede our ability to WOW!) Make the WOW!
Answer Guide Your Best Friend. Buzz Bee.
CommerceWOW!Zone. (A K-12 financial education
program.) Doctor WOW! Ten-Minute Principle.
(Stores open 10 minutes before posted hours,
stay open 10 minutes after posted hoursand the
hours, such as open 7 days a week, are already
incredibly generous tradition-shattering.)
Wall of WOW! WOW! Awards. (The annual
recognition ceremonyRadio City Music Hall, with
the Rockettes, in 05.) WOW! Patrol. WOW!
Spotlight. WOW Van. WOW Wiz. (A service
superstar.) Etc.
24
4 days/week
25
?
26
1000/204/4 Princes Princesses who
said Yes to the Dream (top agents, confident to
operate without a safety net)Source Everybody
Wins, Phil Harkins Keith Hollihan
27
RE/MAX A Life Success CompanySource
Everybody Wins, Phil Harkins Keith Hollihan
28
PM Helen Clark appoints Pete Hodgson to a
Cabinet-level job Minister for Lord of the
Ringsc.f. New Zealand Better By Design
Airline to the Middle EarthSource Joe Pine
Jim Gilmore, The Experience Is the Marketing
29
Trapper lt20 per beaver pelt.Source WSJ
30
WDCP 150 to remove problem beaver
750-1,000 for flood-control piping so that
beavers can stay. Wildlife Damage-control
Professional Source WSJ
31
LAN Installation Co. toGeek Squad (2 to
30/Minn.)
32
Most executives have no idea how to add value to
a market in the metaphysical world. But that is
what the market will cry out for in the future.
There is no lack of physical products to choose
between.Jesper Kunde, Unique Now ... or Never
on the excellence of Nokia, Nike, Lego, Virgin
et al.
33
Extraction Goods Male dominanceServices
Experiences Female dominance
34
One companys answer CXOChief eXperience
Officer
35
Point of View!
36
R.POV8Remarkable Point Of View/8 Words or
less/If you cant state your position in eight
words or less you dont have a position.--SG
37
If you cant state your position in eight
words or less, you dont have a position.
Seth Godin
38
If you cant write your movie idea on the back
of a business card, you aint got a movie.
Samuel Goldwyn
39
I make all the launch teams tell me what the
magazines about in five words or less. You cant
run alongside millions of consumers and explain
what you mean. It forces some discipline on you.
Ann Moore, CEO, Time Inc., on new mags
40
Insanely Great
41
Gasp-worthy!
42
Cirque du Soleil!
43
Prep DRALION/Cirque du Soleil
44
You do not merely want to be the best of the
best. You want to be considered the only ones who
do what you do.Jerry Garcia
45
Every project we undertake starts with the same
question How can we do what has never been done
before? Stuart Hornery, Lend Lease
46
Just Say No to Imitation!
47
To grow, companies need to break out of a
vicious cycle of competitive benchmarking and
imitation. W. Chan Kim René Mauborgne, Think
for Yourself Stop Copying a Rival, Financial
Times/08.11.03
48
This is an essay about what it takes to create
and sell something remarkable. It is a plea for
originality, passion, guts and daring. You cant
be remarkable by following someone else whos
remarkable. One way to figure out a theory is to
look at whats working in the real world and
determine what the successes have in common. But
what could the Four Seasons and Motel 6 possibly
have in common? Or Neiman-Marcus and WalMart? Or
Nokia (bringing out new hardware every 30 days or
so) and Nintendo (marketing the same Game Boy 14
years in a row)? Its like trying to drive
looking in the rearview mirror. The thing that
all these companies have in common is that they
have nothing in common. They are outliers.
Theyre on the fringes. Superfast or superslow.
Very exclusive or very cheap. Extremely big or
extremely small. The reason its so hard to
follow the leader is this The leader is the
leader precisely because he did something
remarkable. And that remarkable thing is now
takenso its no longer remarkable when you
decide to do it. Seth Godin, Fast
Company/02.2003
49
How do dominant companies lose their position?
Two-thirds of the time, they pick the wrong
competitor to worry about. Don Listwin, CEO,
Openwave Systems/WSJ/06.01.2004 (commenting on
Nokia)
50
Kodak . FujiGM . FordFord . GMIBM .
Siemens, FujitsuSears KmartXerox . Kodak, IBM
51
Researchers asked subjects to count the number
of times ballplayers with white shirts pitched a
ball back and forth in a video. Most subjects
were so thoroughly engaged in watching white
shirts that they failed to notice a black gorilla
that wandered across the scene and paused in the
middle to beat his chest. They had their noses
buried in their work that they didnt even see
the gorilla. What gorillas are moving through
your field of vision while you are so hard at
work that you fail to see them? Will some of
these 800-pound gorillas ultimately disrupt your
game? Jerry Wind and Colin Crook, The Power of
Impossible Thinking If You Can Think Impossible
Thoughts, You Can Do Impossible Things
52
Great Companies SET THE AGENDA. (Period.)
53
Walgreens vs London Drugs
54
Nelsons secret Other admirals more
frightened of losing than anxious to win
55
Your time is limited, so dont waste it living
someone elses life. Steve Jobs
56
Kevin Roberts Credo1. Ready.
Fire! Aim.2. If it aint broke ... Break it!3.
Hire crazies.4. Ask dumb questions.5. Pursue
failure.6. Lead, follow ... or get out of the
way!7. Spread confusion.8. Ditch your
office.9. Read odd stuff.10. Avoid moderation!
57
WallopWalMart16
58
The Small Guys Guide Wallop
WalMart16 Niche-aimed. (Never, ever all
things for all people, a mini-WalMart.) Never
attack the monsters head on! (Instead steal niche
business and lukewarm customers.) Dramatically
Different (La Difference ... within our
community, our industry regionally, etc is as
obvious as the end of ones nose!) (THIS IS WHERE
MOST MIDGETS COME UP SHORT.) Compete on
value/experience/intimacy, not price. (You aint
gonna beat the behemoths on cost-price in 9.99
out of 10 cases.) Emotional bond with Clients,
Vendors. (BEAT THE BIGGIES ON EMOTION/CONNECTION!!
)
59
PSF!Donnellys Weatherstrip Service Weymouth
MA
60
The Small Guys Guide Wallop
WalMart16 Hands-on, emotional leadership.
(We are a great cool intimate joyful
dramatically different team working to transform
our Clients lives via Consistently Incredible
Experiences!) A community star! (Sell
local-ness per se. Sell the hell out of it!) An
incredible experience, from the first to last
momentand then in the follow-up! (These guys
are cool! They get me! They love me!) DESIGN!
(Design is a premier weapon-in-pursuit-of-the
sublime for small-ish enterprises, including the
professional services.)
61
The Small Guys Guide Wallop
WalMart16 Employer of choice. (A very cool,
well-paid place to work/learning and growth
experience in at least the short term marked by
notably progressive policies.) (THIS IS EMINENTLY
DO-ABLE!!) Sophisticated use of information
technology. (Small-ish is no excuse for small
aims/execution in IS/IT!) Web-power! (The Web
can make very small very big if the
product-service is super-cool and one
purposefully masters buzz/viral
marketing.) Innovative! (Must keep renewing and
expanding and revising and re-imagining the
promise to employees, the customer, the
community.)
62
The Small Guys Guide Wallop
WalMart16 Brand-Lovemark (Kevin Roberts)
Maniacs! (Branding is not just for big folks
with big budgets. And modest size is actually a
Big Advantage in becoming a local-regional-niche
lovemark.) Focus on women-as-clients. (Most
dont. How stupid.) Excellence! (A small player
per me has no right or reason to exist unless
they are in Relentless Pursuit of Excellence. One
earns the rightone damn day and client
experience at a time!to beat the Big Guys in
your chosen niche!)
63
Up, Up, Up, Up the Value-added Ladder.
64
Experience it!
65
Experiences are as distinct from services as
services are from goods.Joseph Pine James
Gilmore, The Experience Economy Work Is Theatre
Every Business a Stage
66
Club Med is more than just a resort its a
means of rediscovering oneself, of inventing an
entirely new me. Source Jean-Marie Dru,
Disruption
67
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
68
The Experience LadderExperiences
ServicesGoods Raw Materials
69
Beyond the Transaction/ Satisfaction
MentalityGood hotel/ Happy guest/ Exceeded
Expectationsvs. Great Vacation!/ Great
Conference!/ Operation Personal Renewal!
70
Flower Power!
71
KFC (et al.)
72
This is not a mature category.
73
This is an undistinguished category.
74
When we did it right it was still pretty
ordinary.Barry Gibbons on Nightmare No. 1
75
A B C D
E AvgToilets
0 1 6 5 5 D


Genl Cleanliness 1
2 8 5 1 C-
Speed
5 6 4 2 0 B
Attitude 1
3 8 4 1 C Overall
Experience 0 3 9 5 0
C-TOTAL 7 15
35 21 7
76
Fight til Death!I thought, What a dreadful
mission I have in life. Id love to get
six-thousand restaurants up to spec, but when I
do its Ho-hum. Its bugged me ever since. Its
one of the great paradoxes of modern business. We
all know distinction is key, and yet in the last
twenty years we have created a plethora of ho-hum
products and services. Just go fly in an
airplane. It could be such an enlightening
experience. Ho-hum. We swim in an ocean of
ho-hum, and Im going to fight it. Im going to
die fighting it. Barry Gibbons
77
Dream it!
78
DREAM A dream is a complete moment in the life
of a client. Important experiences that tempt the
client to commit substantial resources. The
essence of the desires of the consumer. The
opportunity to help clients become what they want
to be. Gian Luigi Longinotti-Buitoni
79
The Marketing of Dreams (Dreamketing)Dreamketing
Touching the clients dreams.Dreamketing The
art of telling stories and
entertaining.Dreamketing Promote the dream,
not the product.Dreamketing Build the brand
around the main dream.Dreamketing
Build the buzz, the hype,
the cult.Source Gian Luigi
Longinotti-Buitoni
80
Experience LadderDreams Come True Awesome
ExperiencesServicesGoodsRaw Materials
81
The Ritz-Carlton experience enlivens the
senses, instills well-being, and fulfills even
the unexpressed wishes and needs of our guests.
from the Ritz-Carlton Credo
82
Furniture vs. DreamsWe do not sell furniture
at Domain. We sell dreams. 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 convert
needs into dreams. Sales are the inevitable
result. Judy George, Domain Home Fashions
83
No longer are we only an insurance provider.
Today, we also offer our customers the products
and services that help them achieve their dreams
whether its financial security, buying a car,
paying for home repairs, or even taking a dream
vacation.Martin Feinstein, CEO, Farmers Group
84
Six Market Profiles1.
Adventures for Sale2. The Market for
Togetherness, Friendship and Love3. The
Market for Care4. The Who-Am-I Market5. The
Market for Peace of Mind6. The Market for
Convictions Rolf Jensen/The Dream Society
How the Coming Shift from Information to
Imagination Will Transform Your Business
85
The sun is setting on the Information
Societyeven before we have fully adjusted to its
demands as individuals and as companies. We have
lived as hunters and as farmers, we have worked
in factories and now we live in an
information-based society whose icon is the
computer. We stand facing the fifth kind of
society the Dream Society. Future products
will have to appeal to our hearts, not to our
heads. Now is the time to add emotional value to
products and services. Rolf Jensen/The Dream
SocietyHow the Coming Shift from Information to
Imagination Will Transform Your Business
86
70s Cost (BCGs cost curves)80s TQM-CI
(Japan)90s Service00s Solutions/Experiences
10s Dream Fulfillment
87
Design it!
88
Franchise Lost TP How many of you 600
really crave a new Chevy?NYC/IIR/061205
89
We dont have a good language to talk about
this kind of thing. In most peoples
vocabularies, design means veneer. But to me,
nothing could be further from the meaning of
design. Design is the fundamental soul of a
man-made creation.Steve Jobs
90
All Equal Except At Sony we assume that all
products of our competitors have basically the
same technology, price, performance and features.
Design is the only thing that differentiates one
product from another in the marketplace.Norio
Ohga
91
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 all that is good and bad about 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
Aesthetic Value Is Remaking Commerce, Culture and
Consciousness
92
Marketing MagicThe Missing 95 The
Unconscious!E.g. ZMET/Zaltman Metaphor
Evaluation Technique
93
Westins Heavenly Bed
94
DHL
95
Better By DesignThe Design49Tom
Peters/Auckland/30March2005
96
Better By Design A Natioinal StrategyNZ
Design Excellence
97
Share it!
98
THE POWER OF US Mass Collaboration on THE
INTERNET Is Shaking Up Business
Cover/BusinessWeek/06.20.05
99
The nearly 1 billion people online
worldwidealong with their shared knowledge,
social contacts, online reputations, computing
power, and moreare rapidly becoming a collective
force of unprecedented power. For the first time
in human history, mass cooperation across time
and space is suddenly economical. BW/06.20.05
100
The architecture of participationTim
OReilly/Tech-book publisher
101
Blogging made my year! TPPortal!Conversatio
ns!Collaboration!New value!
102
Love it!
103
Management has a lot to do with answers.
Leadership is a function of questions. And the
first question for a leader always is Who do we
intend to be? Not What are we going to do? but
Who do we intend to be? Max De Pree,
Herman Miller
104
G.H. Create a cause, not a business.
105
Branding Message 1 Is Not gtgt Is
106
Miller Lite didnt stand for anything it was
trying to be a me-too to Budweiser. Graham
Mackay/ CEO/SABMiller/08.05
107
Brands have run out of juice. Theyre dead.
Kevin Roberts/Saatchi Saatchi
108
Kevin Roberts Lovemarks!
109
Brand . LovemarkRecognized by
consumers . Loved by PeopleGeneric
PersonalPresents a narrative
.. Creates a Love storyThe promise of
quality A touch of SensualitySymbolic
.. IconicDefined
.. InfusedStatement
.. StoryDefined attributes
... Wrapped in MysteryValues
. SpiritProfessional
... Passionately CreativeAdvertising
agency .. Ideas companySource Kevin
Roberts, Lovemarks
110
When we were working through the essentials of a
Lovemark, Mystery was always at the top of the
list. Lovemarks The Future Beyond Brands,
Kevin Roberts
111
Lovemarks are owned by the people who love
them. Lovemarks The Future Beyond Brands,
Kevin Roberts
112
(No Transcript)
113
(No Transcript)
114
(No Transcript)
115
(No Transcript)
116
Tattoo Brand What of users would tattoo the
brand name on their body?
117
Top 10 Tattoo BrandsHarley . 18.9Disney
.... 14.8Coke . 7.7Google .... 6.6Pepsi ....
6.1Rolex . 5.6Nike . 4.6Adidas .
3.1Absolut . 2.6Nintendo . 1.5BRANDsense
Build Powerful Brands through Touch, Taste,
Smell, Sight, and Sound, Martin Lindstrom
118
Lovemark Dreams Come True Awesome
ExperiencesSolutionsServicesGoodsRaw Materials
119
Exceeds expectations
120
New C-Levels
121
One companys answer CXOChief eXperience
Officer
122
CFOChief Festivals Officer
123
CCOChief Conversations Officer
124
CSOChief Seduction Officer
125
CL OChief LoveMark Officer
126
CDMChief Dream Merchant
127
CPIChief Portal Impresario
128
CWOChief WOW Officer
129
CROChief Revenue Officer
130
Sell it!
131
18-44-Male
132
Thanks, Marti Barletta!
133
The Perfect Answer
Jill and Jack buy slacks in black
134
(No Transcript)
135
EVEolution Truth No. 1Connecting Your Female
Consumers to Each Other Connects Them to Your
Brand
136
Women dont buy brands. They join
them.EVEolution
137
1. Men and women are different.2. Very
different.3. VERY, VERY DIFFERENT.4. Women
Men have a-b-s-o-l-u-t-e-l-y nothing in
common.5. Women buy lotsa stuff.6. WOMEN BUY
A-L-L THE STUFF.7. Womens Market Opportunity
No. 1.8. Men are (STILL) in charge.9. MEN ARE
TOTALLY, HOPELESSLY CLUELESS ABOUT WOMEN.10.
Womens Market Opportunity No. 1.
138
In Dove Ads, Normal Is the New Beautiful
Headline, Advertising Age
139
Sell it!
140
18-44-Male
141
2000-2010 Stats18-44 -155 21(55-64
47)
142
44-65 New Customer Majority 45 larger
than 18-43 60 larger by 2010Source Ageless
Marketing, David Wolfe Robert Snyder
143
The New Customer Majority is the only adult
market with realistic prospects for significant
sales growth in dozens of product lines for
thousands of companies. David Wolfe Robert
Snyder, Ageless Marketing
144
Households headed by someone 40 or older enjoy
91 (9.7T) of our populations net worth. The
mature market is the dominant market in the U.S.
economy, making the majority of expenditures in
virtually every category. Carol Morgan Doran
Levy, Marketing to the Mindset of Boomers and
Their Elders
145
Possession Experiences /Desires for
things/Young adulthood/to 38Catered
Experiences/ Desires to be served by
others/Middle adulthoodBeing
Experiences/Desires for transcending
experiences/Late adulthoodSource David Wolfe
and Robert Snyder/Ageless Marketing
146
Talent Time!
147
Brand Talent.
148
Leaders do people. P-e-r-i-o-d. Anon.
149
Les Wexner From sweaters to people!
150
Did We Say Talent Matters?The top software
developers are more productive than average
software developers not by a factor of 10X or
100X, or even 1,000X, but 10,000X. Nathan
Myhrvold, former Chief Scientist, Microsoft
151
Our MissionTo develop and manage talentto
apply that talent,throughout the world, for the
benefit of clientsto do so in partnership to
do so with profit.WPP
152
Leading!
153
Create a Cause!
154
G.H. Create a cause, not a business.
155
Management has a lot to do with answers.
Leadership is a function of questions. And the
first question for a leader always is Who do we
intend to be? Not What are we going to do? but
Who do we intend to be? Max De Pree, Herman
Miller
156
Trumpet an Exhilarating Story!
157
A key perhaps the key to leadership is
the effective communication of a
story.Howard Gardner/Leading Minds An
Anatomy of Leadership
158
Leader Job 1Paint Portraits of Excellence!
159
Dispense Enthusiasm!
160
BZ I am a Dispenser of Enthusiasm!
161
Nothing is so contagious as enthusiasm.
Samuel Taylor Coleridge
162
"If your actions inspire others to dream more,
learn more, do more and become more, you are a
leader." John Quincy Adams
163
Most important, he upped the energy level at
Motorola. Fortune on Ed Zander/08.05
164
A man without a smiling face must not open a
shop. Chinese ProverbCourtesy Tom Morris,
The Art of Achievement
165
James Woolsey, former CIA director If youre
enthusiastic about the things youre working on,
people will come ask you to do interesting
things.
166
Make It a Grand Adventure!
167
Quests!
168
Organizing Genius / Warren Bennis and Patricia
Ward BiedermanGroups become great only when
everyone in them, leaders and members alike, is
free to do his or her absolute best.The best
thing a leader can do for a Great Group is to
allow its members to discover their greatness.
169
Yes!!!!!!!!!!!!!!!!!free to do his or her
absolute best allow its members to discover
their greatness.
170
Make Excellence the only Standard!
171
Excellence X1 Tom Watson sr/1 minute
172
Insist on Speed!
173
Read It Closely We dont sell insurance
anymore. We sell speed. Peter Lewis,
Progressive
174
The most successful people are those who are
good at plan B. James Yorke, mathematician,
on chaos theory in The New Scientist
175
Demand Action!
176
I saw that leaders placed too much emphasis on
what some call high-level strategy, on
intellectualizing and philosophizing, and not
enough on implementation. People would agree on a
project or initiative, and then nothing would
come of it. Larry Bossidy Ram
Charan/Execution The Discipline of Getting
Things Done
177
Execution is the job of the business leader.
Larry Bossidy Ram Charan/ Execution The
Discipline of Getting Things Done
178
We have a strategic plan. Its called doing
things. Herb Kelleher
179
A man approached JP Morgan, held up an envelope,
and said, Sir, in my hand I hold a guaranteed
formula for success, which I will gladly sell you
for 25,000.Sir, JP Morgan replied, I do
not know what is in the envelope, however if you
show me, and I like it, I give you my word as a
gentleman that I will pay you what you ask.The
man agreed to the terms, and handed over the
envelope. JP Morgan opened it, and extracted a
single sheet of paper. He gave it one look, a
mere glance, then handed the piece of paper back
to the gent.And paid him the agreed-upon
25,000.
180
1. Every morning, write a list of
the things that need to be done that
day.2. Do them. Source Hugh
MacLeod/tompeters.com/NPR
181
robust dialogue Larry Bossidy Ram Charan/
Execution The Discipline of Getting Things Done
182
Duct Tape Rules!Andrew Higgins, who built
landing craft in WWII, refused to hire graduates
of engineering schools. He believed that they
only teach you what you cant do in engineering
school. He started off with 20 employees, and by
the middle of the war had 30,000 working for him.
He turned out 20,000 landing craft. D.D.
Eisenhower told me, Andrew Higgins won the war
for us. He did it without engineers. Stephen
Ambrose/Fast Company
183
Cut the Crap!
184
Realism is the heart of execution. Larry
Bossidy Ram Charan/ Execution The Discipline
of Getting Things Done
185
robust dialogue Larry Bossidy Ram Charan/
Execution The Discipline of Getting Things Done
186
Be Prepared!
187
This is a dangerous world and it is going to
become more dangerous.We may not be
interested in chaos but chaos is interested in
us.Source Robert Cooper, The Breaking of
Nations Order and Chaos in the Twenty-first
Century
188
H5N1
189
3D/350M
190
Eat Change!
191
If you dont like change, youre going to
like irrelevance even less. General Eric
Shinseki, Chief of Staff. U. S. Army
192
The most successful people are those who are
good at plan B. James Yorke, mathematician,
on chaos theory, in The New Scientist
193
Live Your Vision!
194
You must be the change you wish to see in the
world.Gandhi
195
Dispense Enthusiasm!
196
BZ I am a Dispenser of Enthusiasm!
197
Nothing is so contagious as enthusiasm.
Samuel Taylor Coleridge
198
Most important, he upped the energy level at
Motorola. Fortune on Ed Zander/08.05
199
A man without a smiling face must not open a
shop. Chinese ProverbCourtesy Tom Morris,
The Art of Achievement
200
RadiatePassion!
201
Before you can inspire with emotion, you must be
swamped with it yourself. Before you can move
their tears, your own must flow. To convince
them, you must yourself believe. Winston
Churchill
202
Tolerate encourageDeviance!
203
Kevin Roberts Credo1. Ready.
Fire! Aim.2. If it aint broke ... Break it!3.
Hire crazies.4. Ask dumb questions.5. Pursue
failure.6. Lead, follow ... or get out of the
way!7. Spread confusion.8. Ditch your
office.9. Read odd stuff.10. Avoid moderation!
204
Nelsons secret Other admirals more
frightened of losing than anxious to win
205
Reward excellent failures. Punish mediocre
successes.Phil Daniels, Sydney exec
206
Free the Lunatic Within!
207
The greatest dangerfor most of usis not that
our aim istoo highand we miss it,but that it
istoo lowand we reach it.Michelangelo
208
You cant behave in a calm, rational manner.
Youve got to be out there on the lunatic
fringe. Jack Welch
209
TP/Chile I dont know if its possible. I
do know its necessary.
210
!