Excellence. Always. If not excellence, what? If not excellence now, when?

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  • EXCELLENCE. Always. If not EXCELLENCE, what? If not EXCELLENCE now, when?
  • EXCELLENCE is not an "aspiration." EXCELLENCE is not a "journey." EXCELLENCE is the next five minutes.
  • Organizations exist to SERVE. Period. Leaders exist to SERVE. Period.
  • SERVICE is a beautiful word.
  • SERVICE is character, community, commitment.
  • (And profit.) SERVICE is a beautiful word.
  • SERVICE is not "Wow."
  • SERVICE is not "raving fans.“
  • SERVICE is not "a great experience."
  • Service is "just" that—SERVICE.

NOTE: To appreciate this presentation [and ensure that it is not a mess], you need Microsoft fonts: “Showcard Gothic,” “Ravie,” “Chiller” and “Verdana”

Slides at … tompeters.com

Problem #1. Opportunity #1. Slide #1.

  • XFX = #1

The Strategic Importance of XFX (Cross-functional eXcellence) I intend to start using this as a “stand alone” 1st slide. I believe that in most any organization of, say, more than a dozen people, the #1 issue is “cross-functional communication-integration.” It is both “Problem #1” and “Opportunity #1.” From intelligence pattern recognition to order execution to innovation, our INTERNAL barriers, not our competitors’ cleverness, are the principal impediment to effectiveness. I suspect we all agree with that. But is it—AND IT RARELY IS—literally seen as “SO1”—Strategic Opportunity #1? (Please do me the honor of thinking about this.)

#1 cause of employee Dis-satisfaction?

Employee retention & satisfaction: Overwhelmingly, based on the first-line manager! Source: Marcus Buckingham & Curt Coffman, First, Break All the Rules: What the World’s Greatest Managers Do Differently

The “3H Theory of Everything”

Conrad Hilton, at a gala celebrating his career, was asked …

All you need to know …

All you need to know … Hilton Howard Herb

All you need to know … Hilton Howard Herb

Conrad Hilton, at a gala celebrating his career, was asked, “What was the most important lesson you’ve learned in you long and distinguished career?” His immediate answer …

remember to tuck the shower curtain inside the bathtub

“Execution is strategy.” —Fred Malek

“In real life, strategy is actually very straightforward. Pick a general direction and implement like hell” —Jack Welch

  • “On the face of it, shareholder value is the dumbest idea in the world. Shareholder value is a result, not a strategy. … Your main constituencies
  • are your employees, your customers and your products.” —Jack Welch, FT, 0313.09, page 1
  • “The art of war does not require complicated maneuvers; the simplest are the best and common sense is fundamental. From which one might wonder how it is generals make blunders; it is because they try to be clever.” —Napoleon

Internal organizational excellence = Deepest “Blue Ocean”

  • The Score Takes Care of Itself
  • —Bill Walsh, SF49ers Hall of Fame football coach
  • “I do not rule Russia. Ten-thousand clerks do.” —Czar Nicholas I

All you need to know … Hilton Howard Herb


  • Sunday “Drive By”: The CEO of a very successful mid-sized bank, in the Mid-west, attended a seminar of mine in Northern California in the mid-80s—but I remember the following as if it were yesterday. I’ve forgotten the specific context, but I recall him saying to me, pretty much word for word, “Tom let me tell you the definition of a good lending officer. After church on Sunday, on the way home with his family, he takes a little detour to drive by the factory he just lent money to. Doesn’t go in or any such thing, just drives by and takes a look.”

All you need to know … Hilton Howard Herb

  • “You have to treat your employees like customers.” —Herb Kelleher, upon being asked his “secret to success” Source: Joe Nocera, NYT, “Parting Words of an Airline Pioneer,” on the occasion of Herb Kelleher’s retirement after 37 years at Southwest Airlines (SWA’s pilots union took out a full-page ad in USA Today thanking HK for all he had done; across the way in Dallas American Airlines’ pilots were picketing the Annual Meeting)
  • The Customer Comes Second
  • —Hal Rosenbluth and Diane McFerrin Peters* (*no relation)

“We are a ‘Life Success’ Company.” Dave Liniger, founder, RE/MAX

“No matter what the situation, [the great manager’s] first response is always to think about the individual concerned and how things can be arranged to help that individual experience success.” —Marcus Buckingham, The One Thing You Need to Know

All you need to know … Hilton Howard Herb

3H: Hilton, Howard, Herb **Sweat the details! **Stay in touch! **It’s all about the people!

All you need to know … Hilton Howard Herb Hsieh

  • Zappos 10 Corporate Values Deliver “WOW!” through service. Embrace and drive change. Create fun and a little weirdness. Be adventurous, creative and open-minded. Pursue growth and learning. Build open and honest relationships with
  • communication. Build a positive team and family spirit. Do more with less. Be passionate and determined. Be humble.
  • Source: Delivering Happiness, Tony Hsieh, CEO, Zappos.com

Directory: slides -> uploaded

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