business mastery international - sunny grosso - delivering happiness

K2 ELITE MASTER MIND!

MAUI, SEPTEMBER 2014!!!!

SUNNY GROSSO!COACHING AND CULTURE CHIEF!

TAKE A MOMENT TO THINK…

WHAT ARE YOUR GOALS

IN LIFE ?

TAKE A MOMENT TO THINK…

WHEN I GET ________ I WILL BE HAPPY!

OUR BRAINS ARE HARDWIRED TO SEEK HAPPINESS. YET WE’RE SUPERBAD AT PREDICTING WHAT CAN SUSTAIN IT.

LOTTERY WINNERS TERMINALLY INJURED

HAPPINESS HASN’T CHANGED IN 50 YEARS

TEST ME! IF MONEY BUYS HAPPINESS… HAPPINESS SHOULD INCREASE WITH INCOME

HAPPINESS IS DYNAMIC

HAPPINESS WORK  

1/3 OF OUR LIVES AT WORK 90,000 HOURS

PART OF THE FORMULA

87% WORLD WORKFORCE UNHAPPY

*  Gallup  State  of  the  Global  Workplace  2013    

71% US WORKFORCE UNHAPPY

*  Gallup  State  of  the  Global  Workplace  2013    

18% ACTIVELY

Gallop  20XX  

Gallup  2012  

$500B IN

LOSSES :(

HOW DOES THAT WORK GALLUP META ANALYSIS I 263 STUDIES I 192 CO’S I 49 INDUSTRIES I 34

COUNTRIES

KPI

’S A

CR

OSS

TO

P A

ND

BO

TTO

M

CO

MPA

NIE

S

WHAT IS THE COST HALOGEN SOFTWARE ANALYSIS I 500 PERSON COMPANY I $3M

Gallop  20XX  

Gallup  2012  

AVERAGE LOSS PER EMP

$2,246 100 PERSON

COMPANY $225,000

WHAT IS IT COSTING YOU?

20-50% of your employees will leave this year

It costs 50-150%

of their salary to replace them

Imagine he was only going to close the door to new applicants?

THE SYMPTOMS ARE SHOWING

THE SYMPTOMS ARE SHOWING

IMAGINE

16%  be8er  performance  (HBR)  

19%  higher  accuracy  on  tasks  (Shawn  Achor)  

32%  more  commitment  to  the  org  (HBR  2012)  

50%  increase  in  produc8vity  (Gallup)  

33%  higher  profitability  (Gallup)  

37%  more  sales  (Shawn  Achor)  

44%  higher  reten8on    (Gallup  2007)  

46%  more  sa8sfied  with  their  jobs  (HBR)  

66%  less  sick  leave    (Forbes,  Jessica  Pryce)  

56%  higher  customer  loyalty  (HBR)  

300%  more  innova8on  (HBR)  

IMAGINE PASSIONATE EMPLOYEES 76% WILL CHANGE

WITH INTERVENTION

STORY OF

THE SOLUTION

HOW TO APPLY IT

WHAT WE LEARNED SCIENCE & SECRETS

WHEN WE SAW WHAT WE DID ABOUT IT

TIPS, STEPS AND WARNING!

WHO’S SUNNY FROM DELIVERING HAPPINESS?  

HOW DID I GET HERE ?

HOW DID I GET HERE

…

x

?

…

xHOW DID I

GET HERE ?

24 MILLION CUSTOMERS

$3B YR COMPANY

OH

@#$%

$265M

DOT COM

SF 1999 DOT-COM

35 EMP GROWING

“A WOMAN’S DREAM CLOSET”

…AND GROWING! ZAPPOS WAREHOUSE

“PEOPLE WILL FORGET WHAT YOU SAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM

FEEL.” — MAYA ANGELOU

FREE SHIPPING I 800# EVERY PAGE I 24HR CALL CENTER I 365 DAY RETURNS

CUSTOMER SERVICE #1 PRIORITY

75% REPEAT CUSTOMERS

HOW DO YOU SUSTAIN GREAT CUSTOMER SERVICE?

HAPPY CUSTOMERS

= =

SUCCESSFUL

COMPANY

HAPPY EMPLOYEES

CULTURE

#1 PRIORITY

HOW IS CULTURE NO.1 PRIORITY?  

HIRE, MEASURE, FIRE

5 WEEKS OF TRAINING

$4000 TO QUIT. REALLY!

CULTURE BOOK

1.  Deliver WOW Through Service!2.  Embrace and Drive Change!

3.  Create Fun and a Little Weirdness!4.  Be Adventurous, Creative, and Open-Minded!

5.  Pursue Growth and Learning!6.  Build Open and Honest Relationships With Communication!

7.  Build a Positive Team and Family Spirit!8.  Do More with Less!

9.  Be Passionate and Determined!10.  Be Humble!

ZAPPOS 10 CORE VALUES

GUIDELINES    I  LIVED    I    CO-­‐OWNED    I      #1    WOW  EVERYDAY  WORD    I      MEARURED  

CORE VALUES DEFINE CULTURE

NOV ‘09 AMAZON ACQUIRES ZAPPOS FOR $1.2B

$0 to $2 BILLION IN 10 YRS*

ZAPPOS GROWTH

$3B

FULL PRICE RETAILER I CULTURE #1 PRIORITY

!500,000+ COPIES SOLD! 20+ LANGUAGES!!!

!#1 BESTSELLER: !!NYTIMES!

!WSJ!!AMAZON!!BARNES & NOBLE!!BORDERS!

!!!!

!!

WHOA.!

2010  

!2010 DELIVERING HAPPINESS BUS TOUR!

WE HEARD FROM AROUND THE WORLD  NO MATTER WHAT !

BACKGROUND!BELIEFS!CULTURE!!

HAPPINESS

100K PEOPLE 100 COUNTRIES

GLOBAL MOVEMENT  

GLOBAL MOVEMENT  

100K PEOPLE 100 COUNTRIES

ONE PCC AT A TIME  

Book Tour 60K PEOPLE

250 COMPANIES 20 COUNTRIES

Shop@

@school (BETA)

@Work

COMPANIES USE HAPPINESS AS A BUSINESS MODEL  

2010

THAT’S GREAT, BUT IT’LL NEVER WORK FOR MY COMPANY!

STORY OF

THE SOLUTION

HOW TO APPLY IT

WHAT WE LEARNED SCIENCE & SECRETS

WHAT WE SAW WHAT WE DID ABOUT IT

TIPS, STEPS AND WARNING!

THINK  ABOUT  YOU  FOR  A  SECOND…  

SUCCESS HAPPINESS

HAPPINESS SUCCESS

1.  I WISH I HAD THE COURAGE TO LIVE A LIFE TRUE TO MYSELF, NOT THE LIFE OTHERS EXPECTED OF ME

2.  I WISH I HADN’T WORKED SO HARD

3.  I WISH I’D HAD THE COURAGE TO EXPRESS MY FEELINGS

4.  I WISH I HAD STAYED IN TOUCH WITH MY FRIENDS

5.  I WISH I HAD LET MYSELF BE HAPPIER

*  Bronnie  Ware,  Pallia[ve  Care  Nurse  caring  for  pa[ents  in  last  12  weeks  of  life  

*  Bronnie  Ware,  Pallia[ve  Care  Nurse  for  pa[ents  in  last  12  weeks  of  life  

THE EXPERTS > FAST FORWARD TOP 5 REGRETS IN LIFE

WHAT WILL YOUR ULOGY BE?

FAST FORWARD

*  Bronnie  Ware,  Pallia[ve  Care  Nurse  caring  for  pa[ents  in  last  12  weeks  of  life  

*  Bronnie  Ware,  Pallia[ve  Care  Nurse  for  pa[ents  in  last  12  weeks  of  life  

…BUT ONLY 10%

HAPPINESS IS PREDETERMINED

*Shawn  Achor,  The  Happiness  Advantage  

CHANGE YOUR MINDSET, CHANGE YOUR WORLD

SCIENCE OF HAPPINESS PREDETERMINED?

In our control In our control! 10%

Set Point 50%

Intentional Activity

40%

Circumstance

(Genetics?)

BRAINS PROCESS 40 BITS PER SECOND BUT WE RECEIVE 11 MILLION BITS

*informa[on  transmission  rate  of  all  5  senses  per  second  

90% OF HAPPINESS IS HOW OUR BRAINS PROCESS THE WORLD

CHANGE YOUR MINDSET, CHANGE YOUR WORLD

OUR BRAINS CAN BE REWIRED FOR HAPPINESS.

WHY DO WE GET THIS WRONG?

PSYCHOLOGY

1998

A POSITIVE INTERACTION AT WORKHAS AN EFFECT 5X MORE PRODUCTIVE THAN A NEGATIVE ONE

15 YEARS OF RESERCH HUNDREDS OF STUDIES

HAPPINESS IS SERIOUS BUSINESS

3 TYPES OF HAPPINESS

MASLOWS HIERARCHY OF HUMAN NEEDS

1 “GET THE

CULTURE RIGHT THEN EVERYTHING

ELSE WILL FALL INTO

PLACE”

1 CULTURE

VEHICLE

ATMOSPHERE

How to make customers & emp’s happy?

ASK

STUDY

Study and analyze the science

Sustainable culture of happiness

SOLUTION

Apply science & evolve

ACT

HOW  DID  TONY  DO  IT?  

HAPPY EMPLOYEES

HAPPY CUSTOMERS

= =

SUCCESSFUL

COMPANY

THE FORMULA

CULTURE IS THE SECRET SAUCE

BUT… THE  SOFT STUFF

IS THE HARD STUFF

Eff

ects

of h

appi

ness

on

busi

ness

FOCUS ON THE SOFT STUFF

FOCUS ON THE SOFT STUFF

FOCUS ON THE SOFT STUFF

STORY OF

THE SOLUTION

HOW TO APPLY IT

WHAT WE LEARNED SCIENCE & SECRETS

WHAT WE SAW WHAT WE DID ABOUT IT

TIPS, STEPS AND WARNING!

CULTURE

IS NOT ABOUT WHAT YOUR VALUES ARE IT’S ALL ABOUT ALIGNMENT

GROWTH

   …  COMPLEXITY  

FREEDOM  &  AUTONOMY  

%  HIGH  PERFORMING  EMPLOYEES  

CULTURE IS ABOUT SUSTAINABLY SCALING

GROWTH

   …  COMPLEXITY  

FREEDOM  &  AU

TONOMY  

%  HIGH  PER

FORMING  EM

PLOYEES    &  H

APPINESS!  

CULTURE IS ABOUT SUSTAINABLY SCALING

Thoughts     Words     Behaviors   Values  

Learning

*Simon  Dolan  –  Coaching  by  Values,    2012  

CULTURE IS A JOURNEY

BE INTENTIONAL!

WE ARE ALWAYS EITHER AFFECTING OR

INFECTING

CULTURE IS CONTAGIOUS

INTEGRITY  

COMMUNICATION  

RESPECT  

EXCELLENCE  

CAUTION!

STORIES  SHOW  YOUR  REAL  CULTURE!  

WHAT ARE YOUR CULTURE STORIES?

CULTURE TIP

PERSONAL EMOTIONAL CONNECTION

CELEBRATE

BIG TIP

CONNECTEDNESS  IS  PERSONAL  

ENCOURAGE  DEPTH  &  NUMBER  OF  CONNECTIONS  

1 MAIN ENTRANCE…

CONNECTEDNESS  TIP  

CONNECTEDNESS  TIP  

COLABORATIVE    ENVIRONMENT  

APPLY  THE  SCIENCE    4min  “lunch  Line”  

LET’S  TRY!  

“Happiness does not come so much from within than it does from between”

Tony Hsieh

SENSE  of  PROGRESS  TIP  LET  EMPLOYEES  FEEL  PROGRESS  BY  SETTING,  MEASURING  &  CELEBRATING  GOALS  DIFFERENTLY!  

PROMOTION  

18  Months  

PROMOTION  

PROMOTION  

6  Months  

6  Months  

6  Months  

SENSE  of  PROGRESS  TIP  

FEEDBACK & COACHING

LET  EMPLOYEES  FEEL  PROGRESS  BY  SETTING,  MEASURING  &  CELEBRATING  GOALS  DIFFERENTLY!  

SENSE  of  CONTROL  TIP  START  SMALL!  THE  STRONGER  THE  CULTURE,  MORE  THE  AUTONOMY.  

SENSE  of  CONTROL  TIP  START  SMALL!  THE  STRONGER  THE  CULTURE,  MORE  THE  AUTONOMY.  

SENSE  of  CONTROL  TIP  START  SMALL!  STRONGER  THE  CULTURE,  MORE  THE  AUTONOMY.  

IF YOU WANT TO BUILD A SHIP,

DON’T DIVIDE THE WORK AND GIVE ORDERS. INSTEAD TEACH THEM TO YEARN FOR THE VAST AND ENDLESS SEA.

PURPOSE  IS  ESSENTIAL    

~SAINT EXUPERY

PURPOSE  TIP  HELP  PEOPLE  FIND  MEANING  AT  WORK!  

PURPOSE  TIP  HELP  PEOPLE  CONNECT  TO  A  HIGHER  PURPOSE  

COSTCO CONTAINER STORE GOOGLE JET BLUE JOHNSON & JOHNSON HONDA LL BEAN METHOD PATAGONIA REI SOUTHWEST TOM’S

TOYOTA TRADER JOE’S NEW BALANCE STARBUCKS AMAZON BMW CATEPILLAR EBAY IDEO IKEA WHOLE FOODS ZAPPOS

PURPOSE  DRIVEN  CO’S  

IS HAPPINESS AT WORK NICE TO HAVE

OR NEED TO HAVE?

MASS PRODUCTION MODEL OF 1950’s SQUEEZE THEM FOR EVERY DROP

YOU’RE LUCKY TO HAVE A JOB

NICE OR NEED TOP DOWN IS DYING

WORK LIFE INTEGRATION

QUALITY OF LIFE OVER MONEY

NICE OR NEED MILLENIALS RISING

PSST, YOUR CULTURE IS SHOWING

NICE OR NEED TRANSPARENCY IS A TSUNAMI

POOR  -­‐>  OK  Performance  60-­‐80%  ROI  

GOOD  Performance  100%  ROI  

WOW  Performance  120%  ROI  

COMMUNICATION    

GET  JOB  DONE  

ENGAGED  WITH  PROJECTS/TASKS  

 RELIABILITY  

 SHORT  TERM  MOTIVATION  

 ENOUGH  TO  RETAIN?  

ENGAGED  WITH:  -­‐ PEOPLE  -­‐ PROJECTS  -­‐ PURPOSE  

 LOYAL  EMPLOYEE  

(WORD/MOUTH)  

 LONG  TERM  MOTIVATION  

 TALENT  RETENTION  

 MEANINFUL  

CONNECTIONS  Disengaged  

Engaged  

Happy  

NICE OR NEED THE NEW ENGAGEMENT

WHERE DO I BEGIN? 3 TOOLS & 3 STEPS

NIC MARKS, TED SPEAKER HOUSE OF PARLIAMENT 2012

FREE : ) TOOLS FOR YOU 1. HAPPINESS AT WORK SURVEY

 DELIVERINGHAPPINESS.COM  

TOOLS FOR YOU 2. HAPPINESS ROI CALCULATOR

FREE : )

 DELIVERINGHAPPINESS.COM  

TOOLS FOR YOU 3. CULTURE BOOK

FREE : )

FEEL GOOD WHILE YOU DO GOOD

 DELIVERINGHAPPINESS.COM  

TOOLS FOR YOU 3. SHOP@DH

1. ASK WHAT DOES YOUR CULTURE LOOK LIKE?

TIP FOCUS ON MANAGERS

SAYING  HELLO  TO  A  NEW  EMPLOYEE  INCREASES  PRODUCTIVITY  15%  FOR  9  MONTHS  

2. INVESTIGATE HOW DO YOUR EMPLOYEES FEEL? CUSTOMERS?

IT’S HARD. START EARLY.

WHAT ARE YOUR -  PERSONAL -  COMPANY’S DO THEY ALIGN?

3. DEFINE YOUR VALUES

*  Bronnie  Ware,  Pallia[ve  Care  Nurse  caring  for  pa[ents  in  last  12  weeks  of  life  

*  Bronnie  Ware,  Pallia[ve  Care  Nurse  for  pa[ents  in  last  12  weeks  of  life  

ASK YOURSELF..

WHAT WILL YOUR ULOGY BE?

HOW WILL YOU CHANGE I WISH TO I LIVED?

DELIVERINGHAPPINESS.COM

IMAGINE…

THANK YOU!

THEN DO.

HOW CAN WE HELP?

CULTURE BOOK

COPY OF PRESENTATION SUNNY@DELIVERINGHAPPINESS.COM

JOIN THE MOVEMENT

DELIVERINGHAPPINESS.COM FACEBOOK.COM/DELIVERINGHAPPINESS

TWITTER | @DHMOVEMENT

at WORK

JOIN THE MOVEMENT! DELIVERINGHAPPINESS.COM

SUNNY@DELIVERINGHAPPINESS.COM  

WILL  CHANGE  WITH  INTERVENTION  

GOOD NEWS

76% OF EMPLOYEES

SO…CAN YOU QUANTIFY THAT?

CORE VALUES DEFINE CULTURE