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

Cause Space Decency service excellence servant leadership

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Cause Space Decency service excellence servant leadership

  • #35

2007 Sydney

  • Organizations exist to serve. Period.
  • Leaders live to
  • serve. Period.

“Leaders ‘SERVE’ people. Period.” In the spirit of Robert Greenleaf, The Servant Leader

  • Servant Leadership/Robert Greenleaf
  • 1. Do those served grow as
  • persons?
  • 2. Do they, while being served, become healthier wiser, freer, more autonomous, more likely themselves to become servants?
  • The path to a hostmanship culture paradoxically does not go through the guest. In fact it wouldn’t be totally wrong to say that the guest has nothing to do with it. True hostmanship leaders focus on their employees. What drives exceptionalism is finding the right people and getting them to love their work and see it as a passion. ... The guest comes into the picture only when you are ready to ask, ‘Would you prefer to stay at a hotel where the staff love their work or where management has made customers its highest priority?’”
  • “We went through the hotel and made a ... ‘consideration renovation.’ Instead of redoing bathrooms, dining rooms, and guest rooms, we gave employees new uniforms, bought flowers and fruit, and changed colors. Our focus was totally on the staff. They were the ones we wanted to make happy. We wanted them to wake up every morning excited about a new day at work.”
  • Source: Jan Gunnarsson and Olle Blohm, Hostmanship: The Art of Making People Feel Welcome.
  • … no less than Cathedrals in which the full and awesome power of the Imagination and Spirit and native Entrepreneurial flair of diverse individuals is unleashed in passionate pursuit of … Excellence.

“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

  • “Managing winds up being the management of the allocation of resources against tasks. Leadership focuses on people. My definition of a leader is someone who helps people succeed.” —Carol Bartz, Yahoo!
  • “Business has to give people enriching, rewarding lives … or it's simply not worth doing.”
  • —Richard Branson
  • “I have always believed that the purpose of the corporation is to be a blessing to the employees.” —Boyd Clarke
  • #36
  • “The role of the Director is to create a space where the actors and actresses can become more than they’ve ever been before, more than they’ve dreamed of being.” —Robert Altman, Oscar acceptance speech

Organizing Genius / Warren Bennis and Patricia Ward Biederman “Groups 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.”

Leadership’s Mt Everest/Mt Excellence “free to do his or her absolute best” … “allow its members to discover their greatness.”

The Dream Manager —Matthew Kelly “An organization can only become the-best-version-of-itself to the extent that the people who drive that organization are striving to become better-versions-of-themselves.” “A company’s purpose is to become the-best-version-of-itself. The question is: What is an employee’s purpose? Most would say, ‘to help the company achieve its purpose’—but they would be wrong. That is certainly part of the employee’s role, but an employee’s primary purpose is to become the-best-version-of-himself or –herself. … When a company forgets that it exists to serve customers, it quickly goes out of business. Our employees are our first customers, and our most important customers.”

Words! “Stretch” “Encourage” “Empower” vs. “Dreams come true” “Life Success Co.”

  • #37

Brand = Talent.

Our Mission To develop and manage talent; to apply that talent, throughout the world, for the benefit of clients; to do so in partnership; to do so with profit. WPP

  • Wegmans
  • Luiza Helena, Magazine Luiza*
  • *Wegmans
  • #38

TP: “How to throw $500,000 into the sea in one easy lesson!!”

< CAPEX > People!

  • 2X
  • Source: Container Store/increase average sale per shopper
  • #39

#1. Strategic. Priority. Period.

“Development can help great people be even better— but if I had a dollar to spend, I’d spend 70 cents getting the right person in the door.” —Paul Russell, Director, Leadership & Development, Google

  • “In short, hiring is the most important aspect of business and yet remains woefully misunderstood.”
  • Source: Wall Street Journal, 10.29.08,
  • review of Who: The A Method for Hiring,
  • Geoff Smart and Randy Street

Directory: slides -> uploaded

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