NOTENOTE:: To appreciateTo appreciate this presentation this presentation [and [and
ensure that it is not a ensure that it is not a messmess],], you need Microsoft you need Microsoft
fonts:fonts:
“Showcard Gothic,”“Showcard Gothic,” “Ravie,”“Ravie,” “Chiller”“Chiller”
andand “Verdana”“Verdana”
Conrad Hilton, at a gala celebrating his life,Conrad Hilton, at a gala celebrating his life, was asked, “What was the most important lesson you’ve learned was asked, “What was the most important lesson you’ve learned
in you long and distinguished career?” in you long and distinguished career?”
His immediate answer: His immediate answer: ““remember remember to tuck the to tuck the
shower curtain shower curtain inside the inside the bathtubbathtub””
Kevin Roberts’ CredoKevin Roberts’ Credo
11. Ready. Fire! Aim.. Ready. Fire! Aim.2. If it ain’t broke ... Break it!2. If it ain’t broke ... Break it!3. Hire crazies.3. Hire crazies.4. Ask dumb questions.4. Ask dumb questions.5. Pursue failure.5. Pursue failure.6. Lead, follow ... or get out of the way!6. Lead, follow ... or get out of the way!7. Spread confusion.7. Spread confusion.8. Ditch your office.8. Ditch your office.9. Read odd stuff.9. Read odd stuff.
10. Avoid moderationAvoid moderation!!
““You do not merely want to You do not merely want to
be the best of the best.be the best of the best. You want to be You want to be considered the considered the
only ones who do only ones who do what you dowhat you do.” .” —Jerry
Garcia
*Basement Systems Inc.*Basement Systems Inc.*Larry Janesky*Larry Janesky**Dry Basement ScienceDry Basement Science (115,000!)(115,000!)
*1993: $0; 2003: $12M; *1993: $0; 2003: $12M; 2006: 2006:
$50,000,000+$50,000,000+
Jim’s Mowing CanadaJim’s Mowing CanadaJim’s Mowing UKJim’s Mowing UKJim’s AntennasJim’s Antennas
Jim’s BookkeepingJim’s BookkeepingJim’s Building MaintenanceJim’s Building Maintenance
Jim’s Carpet CleaningJim’s Carpet CleaningJim’s Car CleaningJim’s Car Cleaning
Jim’s Computer ServicesJim’s Computer Services
Jim’s Dog WashJim’s Dog WashJim’s Driving SchoolJim’s Driving School
Jim’s FencingJim’s FencingJim’s FloorsJim’s Floors
Jim’s PaintingJim’s PaintingJim’s PavingJim’s Paving
Jim’s Pergolas [gazebos]Jim’s Pergolas [gazebos]Jim’s Pool CareJim’s Pool Care
Jim’s Pressure CleaningJim’s Pressure CleaningJim’s RoofingJim’s Roofing
Jim’s Security DoorsJim’s Security DoorsJim’s TreesJim’s Trees
Jim’s Window CleaningJim’s Window CleaningJim’s WindscreensJim’s Windscreens
Note: Download, free, Jim Penman’s book: What Will They Franchise Next? The Story of Jim’s Group
Tom Peters’ X25*Tom Peters’ X25*
EXCELLENCEXCELLENCE. ALWAYS.E. ALWAYS.
Australasian Agency Principals’ and Australasian Agency Principals’ and Sales Managers’ Workshop 2007Sales Managers’ Workshop 2007
TRET/Sanctuary Cove/19 September 2007 TRET/Sanctuary Cove/19 September 2007
**In Search of ExcellenceIn Search of Excellence 1982-2007 1982-2007
““Excellence can be obtained if you:Excellence can be obtained if you:
... care more than others think... care more than others think is wise;is wise; ... risk more than others think ... risk more than others think is safe;is safe; ... dream more than others think ... dream more than others think is practical;is practical; ... expect more than others think ... expect more than others think is possible.”is possible.”
Source: Anon.Source: Anon. (Posted @ tompeters.com by (Posted @ tompeters.com by K.Sriram, November 27, 2006 1:17 AM)K.Sriram, November 27, 2006 1:17 AM)
The greatest dangerThe greatest dangerfor most of usfor most of us
is not that our aim isis not that our aim istoo hightoo high
and we miss it,and we miss it,but that it isbut that it is
too lowtoo lowand we reach it.and we reach it.
Michelangelo
EnterpriseEnterprise* ** (*at its best):* ** (*at its best): An An emotionalemotional, , vitalvital, , innovativeinnovative, , jojoyyfulful, , creativecreative, , entreentreppreneurialreneurial endeavor endeavor that elicits maximum that elicits maximum
concerted humanconcerted human potential in the potential in the wholeheartedwholehearted serviceservice of others of others.****Employees, Customers, Suppliers, Communities, Owners, Temporary partners**Employees, Customers, Suppliers, Communities, Owners, Temporary partners
Flat as a Pancake (Or Worse)Flat as a Pancake (Or Worse)
Wal*Mart … Wal*Mart … Dell … Intel … Dell … Intel … Yahoo … Home Yahoo … Home
Depot … Depot … Microsoft … GEMicrosoft … GE
““It is It is notnot the the strongest of the strongest of the
species that survives, species that survives, nornor the most the most
intelligent, but intelligent, but the the one most one most responsive responsive
to changeto change.”.” —Charles Darwin
““You must You must bebe the change you the change you
wish to see in the wish to see in the world.”world.”
Gandhi
network.network.Breadth.Breadth.Depth.Depth.
Recruitment strategy.Recruitment strategy.
Maintenance scheme.Maintenance scheme.
Master the Master the intricacies of the intricacies of the systemsystem —Tom DeLay (Al Smith, LBJ)—Tom DeLay (Al Smith, LBJ)
““You can make more You can make more friends in two months friends in two months bbyy becominbecomingg interested in interested in
other other ppeoeopple thanle than you can you can in two years by trying to in two years by trying to
get other people get other people interested in you.”interested in you.” —Dale
Carnegie
““Courtesies of a small Courtesies of a small and trivial character are and trivial character are
the ones which strike the ones which strike deepest in the grateful deepest in the grateful
and appreciating heart.”and appreciating heart.”
—Henry Clay
THE PROBLEM IS THE PROBLEM IS RARELY/NEVER THE RARELY/NEVER THE
PROBLEM. THE PROBLEM. THE RESPONSE TO THE RESPONSE TO THE
PROBLEM INVARIABLY PROBLEM INVARIABLY ENDS UP BEING THE ENDS UP BEING THE REAL PROBLEMREAL PROBLEM.* **
*Watergate, M Stewart, BR**And: PERCEPTION IS ALL THERE IS!PERCEPTION IS ALL THERE IS!
Relationships (of all varieties): THERE THERE ONCE WAS A TIME WHEN ONCE WAS A TIME WHEN A A THREETHREE--MINUTEMINUTE PHONEPHONE
CALLCALL WOULD HAVE WOULD HAVE AVOIDED SETTING OFF AVOIDED SETTING OFF
THE DOWNWARD SPIRAL THE DOWNWARD SPIRAL THAT RESULTED IN A THAT RESULTED IN A COMPLETE RUPTURE.COMPLETE RUPTURE.
““The deepest The deepest human need is human need is the need to be the need to be appreciated.”appreciated.”
William JamesWilliam James
Fred Reichheld’sFred Reichheld’s The Ultimate The Ultimate QuestionQuestion : : Customer satisfaction is Customer satisfaction is
best measured* by one simple best measured* by one simple
question,question, “how likely “how likely are you to are you to
recommend ______ recommend ______ to a friend?” to a friend?”
* “Net Promoter Score”
““If you don’tIf you don’t listen,listen,
youyou don’t selldon’t sellanything.”anything.”
—Carolyn Marland/Managing Director/Guardian Group
““It was much later that I realized It was much later that I realized Dad’s secret. He gained respect by Dad’s secret. He gained respect by giving it. He talked and listened to giving it. He talked and listened to
the fourth-grade kids in Spring Valley the fourth-grade kids in Spring Valley who shined shoes the same way he who shined shoes the same way he talked and listened to a bishop or a talked and listened to a bishop or a
college president.college president. He was He was seriously interested in seriously interested in
who you were and what who you were and what you had to sayyou had to say.”.”Sara Lawrence-Lightfoot, Respect
““He had done nothing to sell me on his He had done nothing to sell me on his business, yet he had given me the most business, yet he had given me the most
powerful sales pitch of my life.powerful sales pitch of my life. Because Because his his sole sole concern had concern had been been mymy welfare and welfare and
the success of the success of mymy business.”business.”
—Jim Penman, on learning how to sell (—Jim Penman, on learning how to sell (What WillWhat Will They Franchise Next? The Story of Jim’s Group They Franchise Next? The Story of Jim’s Group))
Train. Train. Train. Train. Train. Train. Train.Train. Train.Train. Train. Train.
Train. Train.
Train.Train. Train.Train. Train. Train. Train. Train. Train. Train.
Train.Train.
““TAKE THIS QUICK QUIZTAKE THIS QUICK QUIZ: Who manages more Who manages more things at once?things at once? Who puts more effort into their Who puts more effort into their appearance?appearance? Who usually takes care of the Who usually takes care of the
details?details? Who finds it easier to meet new Who finds it easier to meet new people?people? Who asks more questions in a Who asks more questions in a
conversation?conversation? Who is a better listener?Who is a better listener? Who Who has more interest in communication skills?has more interest in communication skills? Who is more inclined to get involved?Who is more inclined to get involved? Who Who encourages harmony and agreement?encourages harmony and agreement? Who Who
has better intuition?has better intuition? Who works with a longer Who works with a longer ‘to do’ list?‘to do’ list? Who enjoys a recap to the day’s Who enjoys a recap to the day’s events?events? Who is better at keeping in touchWho is better at keeping in touch
with others?”with others?”
Source: Selling Is a Woman’s Game: 15 Powerful Reasons WhySelling Is a Woman’s Game: 15 Powerful Reasons Why Women Can Outsell MenWomen Can Outsell Men, Nicki Joy & Susan Kane-Benson, Nicki Joy & Susan Kane-Benson
““Ph.D. in leadership. Short Ph.D. in leadership. Short course: Make a short list of course: Make a short list of all things done to you that all things done to you that
you abhorred. Don’t do them you abhorred. Don’t do them to others. Ever. Make to others. Ever. Make
another list of things done to another list of things done to you that you loved. Do them you that you loved. Do them to others. Always.”to others. Always.” — Dee Hock
““Do one Do one thing every thing every
day that day that scares you.”scares you.”
—Eleanor Roosevelt
““Every time we come to a Every time we come to a comfort zone, we will find a comfort zone, we will find a way out.” “‘Reinvent the way out.” “‘Reinvent the
brand’ with each new brand’ with each new show.”show.”
“ “A typical day at the office A typical day at the office for me begins by asking, for me begins by asking, ‘‘what is impossible that I what is impossible that I am going to do todayam going to do today?’”?’” ——
Daniel Lamarre, president, Cirque du SoleilDaniel Lamarre, president, Cirque du Soleil
“Forget China, India and the
Internet: Economic Growth Is Driven
by WomenWomen.”
—Headline, Economist, April 15, 2006, Leader, page 14
Tom Peters’ X25*Tom Peters’ X25*
EXCELLENCEXCELLENCE. ALWAYS.E. ALWAYS.
**In Search of ExcellenceIn Search of Excellence 1982-2007 1982-2007
“I am often asked by would-be entrepreneurs seeking escape from life within huge corporate structures, ‘How do I build a small firm for myself?’ The
answer seems obvious: Buy a Buy a very large one very large one and just waitand just wait.”.”
—Paul Ormerod, Why Most Things Fail: Evolution, Extinction and Economics
““Data drawn from the real world Data drawn from the real world attest to a fact that is beyond attest to a fact that is beyond
our control:our control: EverEveryythinthingg in existence tends in existence tends to deteriorateto deteriorate.”.”
—Norberto Odebrecht, —Norberto Odebrecht, Education Through WorkEducation Through Work
Excellence1982: The Bedrock “Eight Basics”Excellence1982: The Bedrock “Eight Basics”
1. A Bias for 1. A Bias for ActionAction2. Close to the 2. Close to the CustomerCustomer3. 3. AutonomAutonomyy and and EntreEntreppreneurshireneurshipp4. Productivity Through 4. Productivity Through PeoPeopplele5. 5. Hands OnHands On, , Value-DrivenValue-Driven6. 6. Stick toStick to the Knitting the Knitting7. 7. SimSimpplele Form, Form, LeanLean Staff Staff8. Simultaneous 8. Simultaneous Loose-TightLoose-Tight Properties” Properties”
““Breakthrough” 82*Breakthrough” 82*
People! People! CustomersCustomers
! ! Action! Action! Values! Values!
**In Search of ExcellenceIn Search of Excellence
CauseCause (worthy of commitment)(worthy of commitment)
SpaceSpace (room for/encouragement(room for/encouragement
for initiative) for initiative)
DecencyDecency (respect, (respect,
humane)humane)
CauseCause (worthy of commitment)(worthy of commitment)
SpaceSpace (room for/encouragement(room for/encouragement
for initiative-adventures) for initiative-adventures)
DecencyDecency (respect, grace,(respect, grace,
integrity, humane) integrity, humane)
service service (worthy of our clients’ & (worthy of our clients’ &
extended extended family’s continuing custom) family’s continuing custom)
excellenceexcellence (period) (period)
CauseCause (worthy of commitment)(worthy of commitment)
SpaceSpace (room for/encouragement for initiative-(room for/encouragement for initiative-
adventures) adventures)
DecencyDecency (respect, grace, integrity, humane)(respect, grace, integrity, humane)
service service (worthy of our clients’ & extended (worthy of our clients’ & extended
family’s continuing custom) family’s continuing custom)
excellenceexcellence (period) (period)
servant servant leadership leadership
CauseCause
SpaceSpace
DecencyDecency
serviceserviceexcellenceexcellence
servant leadership servant leadership
try it. Try it. Try it. try it. Try it. Try it. Try it. Try it. Try it.Try it. Try it. Try it.
Try it. Try it. Try it. Try it. Screw it Screw it up.up. Try it. Try it. Try Try it. Try it. Try
it. Try it. Try it. Try it. it. Try it. Try it. Try it. Try it. Try it. Screw it up.Screw it up. it. it.
Try it. Try it. try it. Try it. Try it. try it. Try it.Try it. Screw it up.Screw it up. Try it. Try it. Try it. Try it. Try it. Try it.
““We have a We have a ‘strategic plan.’ ‘strategic plan.’ It’s called It’s called doing doing thingsthings.”.” — Herb Kelleher
“This is so simple it sounds stupid, but it is amazing how few oil people really
understand that you only you only find oil if you find oil if you drill wellsdrill wells.. You may
think you’re finding it when you’re drawing maps and
studying logs, but you have to drill.”
Source: The Hunters, by John Masters, Canadian O & G wildcatter
““We made mistakes, of course. Most of them were We made mistakes, of course. Most of them were omissions we didn’t think of when we initially wrote the omissions we didn’t think of when we initially wrote the
software. software. We fixed them by doing it over and over, We fixed them by doing it over and over, again and again.again and again. We do the same today. While our We do the same today. While our competitors are still sucking their thumbs trying to competitors are still sucking their thumbs trying to
make the design perfect, we’re already on prototype make the design perfect, we’re already on prototype
versionversion ##55.. By the time our rivals areBy the time our rivals are
ready with wires and screws, we are on versionready with wires and screws, we are on version
##1010.. It gets back to It gets back to
planning versus actingplanning versus acting: : We act We act from day onefrom day one; ; others plan how others plan how toto planplan——for monthsfor months.”.” —Bloomberg by —Bloomberg by
BloombergBloomberg
““You miss You miss
100100%%
of the shots of the shots you never you never
take.”take.” —Wayne—Wayne GretzkyGretzky
wdcp/“Wildlife wdcp/“Wildlife Damage-control Damage-control
Professional”:Professional”: $$150150 to “remove” “problem to “remove” “problem
beaver”; beaver”; $$750750-$-$1,0001,000 for flood-control piping … for flood-control piping … so that beavers can stay.so that beavers can stay.
Source: Source: WSJWSJ
7X7X to to 50X50Xfor for
“Solution”“Solution” [rather than “service transaction”][rather than “service transaction”]
California Closets:California Closets: “a “a whole-life upgrade, not whole-life upgrade, not just a tidy bedroom.”just a tidy bedroom.” —WSJ/0329.07, —WSJ/0329.07, “Why the Container-“Why the Container-
Store Guy Wants to Be Your Therapist”Store Guy Wants to Be Your Therapist”
“ ‘“ ‘Results’ are measured Results’ are measured
by the by the successsuccess of all those who have of all those who have
purchased your product purchased your product or service”or service” —Jan Gunnarsson & Olle Blohm, —Jan Gunnarsson & Olle Blohm,
The Welcoming LeaderThe Welcoming Leader
The Value-added Ladder/ OPPORTUNITY-SEEKINGOPPORTUNITY-SEEKING
Customer Success/ Customer Success/ Lifechanging Lifechanging
SolutionsSolutionsServicesGoods
Raw Materials
““Experiences Experiences are as distinct are as distinct
from services as from services as services are from services are from goods.”goods.” —Joe Pine & Jim Gilmore, The
Experience Economy: Work Is Theatre & Every Business a Stage
“The [Starbucks] Fix” Is on …
“We have “We have identified a identified a
‘third place.’‘third place.’ And
I really believe that sets us apart. The third place is that place that’s not work or home. It’s the place our customers come for refuge.” —Nancy Orsolini, District
Manager
Experience: “Rebel Lifestyle!”
“What we sell is the “What we sell is the ability for a 43-year-old ability for a 43-year-old accountant to dress in accountant to dress in
black leather, ride black leather, ride through small towns and through small towns and
have people be afraidhave people be afraid of him.” of him.”
HarleyHarley exec, quoted in Results-Based Leadership
The Value-added Ladder/ MEMORABLE CONNECTIONMEMORABLE CONNECTION
Spellbinding Spellbinding ExperiencesExperiences
Gamechanging SolutionsServicesGoods
Raw Materials
Beyond the “Transaction”/ “Satisfaction” Mentality
“Good hotel”/ “Happy guest”/ “Exceeded Expectations”
vs.
“Great “Great VacationVacation”/ ”/ “Great “Great ConferenceConference”/”/ “Operation “Operation PersonalPersonal
RenewalRenewal””
Guide AttributesGuide Attributes Camp #2 Camp #1, 3Camp #2 Camp #1, 3
Knowledge Knowledge B+B+ BB Curiosity Curiosity B B B+B+Engagement Engagement DD A-A-Eye contactEye contact D- D- A A “People person” “People person” DD AAPeople reader People reader D- D- B+B+Mental-emotional agility Mental-emotional agility D D B+B+Consultative skills Consultative skills D-D- B+B+
Storyteller Storyteller D- D- C+C+
“Would you“Would you recommend recommend NO NO WithWith to others?”to others?” Way!Way! Pleasure!Pleasure!
TGR TGR (“Things (“Things gone right”)gone right”) > > TGW TGW (“Things (“Things Gone Wrong”)Gone Wrong”)
Conrad Hilton, at a gala celebrating his life,Conrad Hilton, at a gala celebrating his life, was asked, “What was the most important lesson you’ve learned was asked, “What was the most important lesson you’ve learned
in you long and distinguished career?” in you long and distinguished career?”
His immediate answer: His immediate answer: ““remember remember to tuck the to tuck the
shower curtain shower curtain inside the inside the bathtub”bathtub”
Guiding/ClientsGuiding/Clients
SheShe ……
Chooses.Chooses.Arranges.Arranges.“Manages” attitude.“Manages” attitude.
Go-No go on Go-No go on repeat.repeat.
GuidingGuiding
F:F: “I immediately“I immediately establish rapport establish rapport with the woman.” with the woman.”
M*:M*: “Interesting “Interesting notion …” notion …”*Very senior executive, with a career in the industry*Very senior executive, with a career in the industry
Alpha & Omega/Fred Alpha & Omega/Fred
Reichheld:Reichheld: “Would “Would you you
recommend to recommend to others?”others?”
“With its carefully conceived mix of colors and textures,
aromas and music, StarbucksStarbucks is more indicative of our era than the iMac. It is to the Age of
Aesthetics what McDonald’s was to the Age of Convenience or Ford was to the Age of Mass Production—the touchstone success story, the exemplar of … the
aesthetic imperative. … ‘Every Starbucks ‘Every Starbucks store is carefully designed to store is carefully designed to
enhance the quality of enhance the quality of everything the customers see, everything the customers see, touch, hear, smell or taste,’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
WasWas
“Deposits may be made by a “Deposits may be made by a minor and withdrawals thereof minor and withdrawals thereof
may be made by a minor may be made by a minor without the consent of a parent without the consent of a parent or guardian, neither of whom, or guardian, neither of whom, in that capacity, shall have any in that capacity, shall have any
right to attach or interfere in right to attach or interfere in any manner with such deposits any manner with such deposits
or withdrawals.”or withdrawals.”
IsIs
“Minors may make deposits and “Minors may make deposits and withdrawals from their accounts withdrawals from their accounts
without the consent or without the consent or interference of a parent or interference of a parent or
guardian.”guardian.”
Furniture vs. Dreams
“We do not sell ‘furniture’ at
Domain. We sell We sell dreamsdreams. 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
The Marketing of Dreams (Dreamketing)
DreamketingDreamketing:: Touching the clients’ Touching the clients’ dreams.dreams.DreamketingDreamketing:: The art of telling storiesThe art of telling stories and entertaining.and entertaining.DreamketingDreamketing: : Promote the dream,Promote the dream, not the product. not the product.DreamketingDreamketing:: Build the brand aroundBuild the brand around the main dream.the main dream.DreamketingDreamketing:: Build the “buzz,” theBuild the “buzz,” the “hype,” the “cult.”“hype,” the “cult.”
Source: Gian Luigi Longinotti-Buitoni
Six Market ProfilesSix Market Profiles
1. Adventures for Sale1. Adventures for Sale2. The Market for Togetherness,2. The Market for Togetherness, Friendship and Love Friendship and Love3. The Market for Care3. The Market for Care4. The Who-Am-I Market4. The Who-Am-I Market5. The Market for Peace of Mind5. The Market for Peace of Mind6. The Market for Convictions6. The Market for Convictions
Rolf Jensen/Rolf Jensen/The Dream Society: How the Coming Shift from The Dream Society: How the Coming Shift from
Information to Imagination Will Transform Your Business Information to Imagination Will Transform Your Business
The Value-added Ladder/ EMOTIONEMOTION
Dreams Come TrueDreams Come TrueSpellbinding Experiences Gamechanging Solutions
ServicesGoods
Raw Materials
““Forget Forget ChinaChina, , IndiaIndia and the and the
InternetInternet: Economic : Economic Growth Is Driven Growth Is Driven
by by WomenWomen.”.” —Headline,
Economist, April 15, 2006, Leader, page 14
Women’sWomen’s Trifecta+ Trifecta+
**BuyBuy * *WealthWealth
**LeadLead
++ECLIPSE OF ECLIPSE OF MALESMALES
(Old/Retire; Young/Poorly educated)
““Women Women areare thethe
majority majority market”market”
—Fara Warner/—Fara Warner/The Power of the PurseThe Power of the Purse
?????????
Home Furnishings … 94%Home Furnishings … 94%Vacations … 92% Vacations … 92% (Adventure Travel … 70%/ $55B travel equipment)
Houses … 91%Houses … 91%D.I.Y. D.I.Y. (major “home projects”+++) … 80% … 80%
Consumer Electronics … 57% Consumer Electronics … 57% (66% home computers)
Cars … 68% (90%)Cars … 68% (90%)AllAll consumerconsumer purchasespurchases … … 83%83%
Bank Account … 89%Bank Account … 89%Household investment decisions … 67%Household investment decisions … 67%Small business loans/biz starts … 70%Small business loans/biz starts … 70%
Health Care … 80%Health Care … 80%
Repeat:Repeat: “Goldman Sachs in Tokyo “Goldman Sachs in Tokyo has developed an index of 115 has developed an index of 115 companies poised to benefit companies poised to benefit
from women’s increased from women’s increased purchasing power; purchasing power; over the past over the past
decade the value of shares in decade the value of shares in Goldman’s basket has risen by Goldman’s basket has risen by
96%, against the Tokyo 96%, against the Tokyo stockmarket’s rise stockmarket’s rise
of 13%of 13%.”.” —Economist, April 15
““The The most most significant variablesignificant variable
inin everyevery sales situation is sales situation is
thethe gendergender of the buyer, of the buyer, and more importantly, how and more importantly, how
the salesperson the salesperson communicates to the communicates to the
buyer’s gender.”buyer’s gender.” —Jeffery Tobias Halter, Selling to Men, Selling to Women
“She knows moreknows more about the [Volvo] than the salesmanman who greets
her at the door. But how is she treated? As if she has a low IQ low IQ , is
slightly hard of hearing hard of hearing , and really has no rightno right to be buying a luxury
car; and if she brought a male friend with her, odds are 10:1 that the
clueless salesperson spent most of his time speaking to him speaking to him .” —Selling to Men,
Selling to Women, Jeffery Tobias Halter
EVEolution*:EVEolution*: Truth No. 1 Truth No. 1
Connecting Your Connecting Your Female Consumers to Female Consumers to Each Other Connects Each Other Connects Them to Your BrandThem to Your Brand
Popcorn & MarigoldPopcorn & Marigold
““The ‘Connection Proclivity’ The ‘Connection Proclivity’ in women starts early. in women starts early. When asked, ‘How was When asked, ‘How was
school today?’ a girl usually school today?’ a girl usually tells her mother every tells her mother every
detail of what happened, detail of what happened, while a boy might grunt, while a boy might grunt,
‘Fine.’ ”‘Fine.’ ”
EVEolutionEVEolution
Carol Gilligan/ Carol Gilligan/ In a Different VoiceIn a Different Voice
Men: Get away from authority, familyMen: Get away from authority, family
Women:Women: ConnectConnect
Men: Self-orientedMen: Self-oriented
Women:Women: Other-orientedOther-oriented
Men: RightsMen: Rights
Women:Women: ResponsibilitiesResponsibilities
Selling to men:Selling to men: The The TRANSACTIONTRANSACTION Model Model
Selling to Women:Selling to Women: The The RELATIONALRELATIONAL Model Model
Source: Source: Selling to Men, Selling to WomenSelling to Men, Selling to Women, Jeffery Tobias Halter, Jeffery Tobias Halter
Editorial/Editorial/MenMen:: Tables, Tables, rankings.*rankings.*
Editorial/Editorial/WomenWomen::
NarrativesNarrativesthat cohere.*that cohere.*
*Editor-in-Chief, Redwood Publications (UK)*Editor-in-Chief, Redwood Publications (UK)
Initiate PurchaseInitiate Purchase
MenMen: Study “facts & : Study “facts & features.”features.”
Women:Women: Ask lots of Ask lots of people for inputpeople for input..
Source: Martha Barletta, Source: Martha Barletta, Marketing to WomenMarketing to Women
Cases! Cases! Cases!Cases! Cases! Cases!McDonald’sMcDonald’s (“mom-centered” to “majority consumer”;
not via kids)
Home DepotHome Depot (“Do it [everything!] Herself”)
P&GP&G (more than “house cleaner”)
DeBeersDeBeers (“right-hand rings”/$4B)
AXA FinancialAXA FinancialKodakKodak (women = “emotional centers of the household”)
NikeNike (> jock endorsements; new def sports; majority consumer)
AvonAvonBratzBratz (young girls want “friends,” not a blond stereotype)
Source: Fara Warner/Fara Warner/The Power of the PurseThe Power of the Purse
““Forget Forget ChinaChina, , IndiaIndia and the and the
InternetInternet: Economic : Economic Growth Is Driven Growth Is Driven
by by WomenWomen.”.” —Headline,
Economist, April 15, 2006, Leader, page 14
10 UNASSAILABLE REASONS WOMEN RULE10 UNASSAILABLE REASONS WOMEN RULE
WomenWomen make [all] the financial decisions. make [all] the financial decisions.WomenWomen control [all] the wealth. control [all] the wealth.WomenWomen [substantially] outlive men. [substantially] outlive men.WomenWomen start most of the new businesses. start most of the new businesses.Women’sWomen’s work force participation rates have work force participation rates have soared worldwide.soared worldwide.WomenWomen are closing in on “same pay for same are closing in on “same pay for same job.”job.”WomenWomen are penetrating senior ranks rapidly are penetrating senior ranks rapidly [even if the pace is slow for the corner [even if the pace is slow for the corner office per se].office per se].Women’s Women’s leadership strengths are exceptionally wellleadership strengths are exceptionally well aligned with new organizational effectiveness &aligned with new organizational effectiveness & value-added imperatives.value-added imperatives.WomenWomen are better salespersons than men. are better salespersons than men.WomenWomen buy [almost] everything—commercial buy [almost] everything—commercial as well as consumer goods.as well as consumer goods.
SoSo whatwhat exactlyexactly isis … … thethe pointpoint ofof menmen??
“One thing is certain: Women’s rise to power, which is linked to the increase in wealth per capita, is happening in all domains and at all
levels of society. Women are no longer content to provide efficient labor or to be consumers with rising budgets and more autonomy to spend. … This is just the beginning. The
phenomenon will only grow as girls prove to be more successful than boys in the school
system. For a number of observers, For a number of observers, we have already entered the age we have already entered the age of ‘womenomics,’ the economy as of ‘womenomics,’ the economy as
thought out and practiced by a thought out and practiced by a womanwoman.”.” —Aude Zieseniss de Thuin, Financial Times, 10.03.2006
““AS AS LEADERS, LEADERS, WOMEN WOMEN
RULERULE:: New Studies find
that female managers outshine their male counterparts in almost every measure”
TITLE/ Special Report/ TITLE/ Special Report/ BusinessWeekBusinessWeek
Women’s Strengths Match New Women’s Strengths Match New Economy ImperativesEconomy Imperatives:: Link [rather than rank] Link [rather than rank]
workers; workers; favor interactive-collaborative leadership favor interactive-collaborative leadership style [empowerment beats top-down decision style [empowerment beats top-down decision
making];making]; sustain fruitful collaborations; comfortable sustain fruitful collaborations; comfortable with sharing information; with sharing information; see redistribution of power see redistribution of power
as victory, not surrenderas victory, not surrender; favor multi-dimensional ; favor multi-dimensional feedback; feedback; value technical & interpersonal skills, value technical & interpersonal skills, individual & group contributions equally;individual & group contributions equally; readily readily
accept ambiguity; accept ambiguity; honor intuition as well ashonor intuition as well as pure “rationality”; pure “rationality”; inherently flexible; inherently flexible; appreciate appreciate
cultural diversitycultural diversity. —Judy B. Rosener, America’s Competitive Secret: Women Managers
““TAKE THIS QUICK QUIZTAKE THIS QUICK QUIZ: Who manages more Who manages more things at once?things at once? Who puts more effort into their Who puts more effort into their appearance?appearance? Who usually takes care of the Who usually takes care of the
details?details? Who finds it easier to meet new Who finds it easier to meet new people?people? Who asks more questions in a Who asks more questions in a
conversation?conversation? Who is a better listener?Who is a better listener? Who Who has more interest in communication skills?has more interest in communication skills? Who is more inclined to get involved?Who is more inclined to get involved? Who Who encourages harmony and agreement?encourages harmony and agreement? Who Who
has better intuition?has better intuition? Who works with a longer Who works with a longer ‘to do’ list?‘to do’ list? Who enjoys a recap to the day’s Who enjoys a recap to the day’s events?events? Who is better at keeping in touchWho is better at keeping in touch
with others?”with others?”
Source: Selling Is a Woman’s Game: 15 Powerful Reasons WhySelling Is a Woman’s Game: 15 Powerful Reasons Why Women Can Outsell MenWomen Can Outsell Men, Nicki Joy & Susan Kane-Benson, Nicki Joy & Susan Kane-Benson
!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!““People turning 50 People turning 50
today have today have more more thanthan halfhalf of of their adult life their adult life
ahead of them.”ahead of them.” —Bill
Novelli, 50+: Igniting a Revolution to Reinvent America
Average # of cars purchased per
household, “lifetime”: 1313Average # of cars bought per household after the “head of household” reaches
age 50: 77Source: Marti Barletta, PrimeTime Women
We are the We are the Aussies & Kiwis &Aussies & Kiwis & Americans Americans & Canadians& Canadians. We are the . We are the Western Western
EuropeansEuropeans & & JapaneseJapanese. We are the . We are the fastest growingfastest growing, the , the biggestbiggest, the , the
wealthiestwealthiest, the , the boldestboldest, the most (yes) , the most (yes) ambitiouambitious, the most s, the most experimental & experimental & exploratoryexploratory, the most , the most differentdifferent, the , the most most indulgentindulgent, the most , the most difficult &difficult &
demandingdemanding, the most , the most service & service & experience obsessedexperience obsessed, the most , the most
vigorousvigorous, (the , (the leastleast vigorous,) the most vigorous,) the most health conscioushealth conscious, the most , the most femalefemale, the , the most profoundly important commercial most profoundly important commercial market in the history of the world—and market in the history of the world—and we will be the Center of your universe we will be the Center of your universe
for the next for the next twenty-fivetwenty-five yearsyears. We have . We have arrived!arrived!
Boomers’-Geezers’-Women’s Trifecta+Boomers’-Geezers’-Women’s Trifecta+
*Buy/*Buy/allall *Wealth/ *Wealth/allall
*time left/ *time left/ lotslots *Eclipse of males/*Eclipse of males/retireretire--diedie
44-65: “New “New Customer Customer Majority”Majority” *
*45% larger than 18-43; 60% larger by 2010Source: Ageless Marketing, David Wolfe & Robert Snyder
““Baby-boomer Baby-boomer WomenWomen: The : The Sweetest of Sweetest of
Sweet Spots for Sweet Spots for Marketers”Marketers” —David Wolfe and
Robert Snyder, Ageless Marketing
“Fifty-four years of age has been the highest cutoff point for any marketing initiative I’ve ever been involved in. Which is Which is pprettrettyy weird when weird when yyou consider aou consider agge 50 is rie 50 is rigght ht
about when about when ppeoeopple who have le who have worked all their lives start to worked all their lives start to have some monehave some moneyy to s to sppendend.”.”
—Marti Barletta, PrimeTime Women
““Marketers attempts at reaching those Marketers attempts at reaching those over 50 have been miserably over 50 have been miserably
unsuccessful.unsuccessful. No market’s No market’s motivations and needs motivations and needs
are so poorly are so poorly understoodunderstood.”.” ——Peter Francese, founding
publisher, American Demographics
““You are the You are the storyteller of your storyteller of your own life, and you own life, and you
can create your own can create your own
legend or not.”legend or not.” —Isabel
Allende
““The only thing you The only thing you have power over is have power over is to get good at what to get good at what
you do. That’s all you do. That’s all there is; there ain’t there is; there ain’t
no more!”no more!” —Sally Field
R.D.A.R.D.A.**
Rate: 15%? 25%?Rate: 15%? 25%?
Therefore:Therefore: Formal “Investment Formal “Investment
Strategy”/ Strategy”/ R.I.P.R.I.P.****
*Rapidly Depreciating Asset *Rapidly Depreciating Asset (You!)(You!)**Renewal Investment Plan**Renewal Investment Plan
““I used to have a rule for myself that at any point in I used to have a rule for myself that at any point in time I wanted to have in mind time I wanted to have in mind — as it so happens, — as it so happens, also in writing, on a little card I carried around with also in writing, on a little card I carried around with me — the three big things I was trying to get done. me — the three big things I was trying to get done.
ThreeThree..
Not two. Not two. Not four. Not four. Not five.Not five.Not ten.Not ten.Three.”Three.”
— Richard Haass, — Richard Haass, The Power to PersuadeThe Power to Persuade
““The The oneone thinthing you g you need to know about need to know about sustained individual sustained individual
success: Discover what success: Discover what you don’t like doing and you don’t like doing and
stopstop doing it.”doing it.”
—Marcus Buckingham, The One Thing You Need to Know
focus.focus.Renew.Renew.r.o.i.r.r.o.i.r.listen.listen.
Experience.Experience.Excellence.Excellence.
U.s.p.U.s.p.
Master the Master the intricacies of the intricacies of the systemsystem —Tom DeLay (Al Smith, LBJ)—Tom DeLay (Al Smith, LBJ)
“We believe companies can increase their market cap 50 percent in 3 years. Steve Macadam at Georgia-
Pacific … changed 2020 of his
4040 box plant managers to put more talented,
higher paid managers in charge. He increased profitability from
$$2525 million to $$8080 million in 22
years.”
—Ed Michaels, War for Talent
INVITE THEM INVITE THEM TO JOIN US IN TO JOIN US IN A JOURNEY TO A JOURNEY TO EXCELLENCE!EXCELLENCE!
“In the end, management doesn’t
change culture. Management
invitesinvites the workforce itself to change the culture.”
—Lou Gerstner
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 is free to do his or her absolute besther absolute best.”.”
“The best thing a leader can do for a
Great Group is to allow its allow its members to discover their members to discover their
greatnessgreatness.”.”
Leadership’s Mt Everest/Mt Excellence
“free to do his or her “free to do his or her absolute best” …absolute best” …
“allow its members “allow its members to discover their to discover their
greatness.”greatness.”
“The mediocre manager believes that most things are learnable and
therefore that the essence of management is to identify ach
person’s weaker areas and eradicate them. The great manager believes
the opposite. He believes that the He believes that the most influential qualities of a most influential qualities of a
person are innate and therefore person are innate and therefore that the essence of that the essence of
management is to deploy these management is to deploy these innate qualities as effectively as innate qualities as effectively as
possible and so drive possible and so drive performance.”performance.” —Marcus Buckingham, The One
Thing You Need to Know
Promise #1:Promise #1: “Never, ever “Never, ever again will I evaluate again will I evaluate
anyone using a anyone using a standardized instrument standardized instrument
devised bydevised by a “professional” in a “professional” in inhuman Resources.”inhuman Resources.”
““The leaders of Great The leaders of Great
Groups Groups lovelove talent talent and know where to find and know where to find
it. They it. They revel revel in the in the talent of others.”talent of others.”
—Warren Bennis & Patricia Ward Biederman, Organizing Genius
“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 helhelpp
that individual exthat individual expperience erience successsuccess.”.” —Marcus Buckingham,
The One Thing You Need to Know
Our Mission
To develop and manage To develop and manage talent;talent;
to apply that talent,to apply that talent,throughout the world, throughout the world,
for the benefit of clients;for the benefit of clients;to do so in partnership; to do so in partnership;
to do so with profit.to do so with profit.
WPP
PURPOSEPURPOSE..PASSIONPASSION..PotentialPotential..PresencePresence..PersonalPersonal..
PERSISTENCEPERSISTENCE..PEOPLEPEOPLE. . PotentPotent..
PositivePositive..
PURPOSEPURPOSE..PASSIONPASSION..PotentialPotential..PresencePresence..PersonalPersonal..
PERSISTENCEPERSISTENCE..PEOPLEPEOPLE. . PotentPotent..
PositivePositive..
““People want to be part People want to be part of something larger than of something larger than themselvesthemselves.. They want to They want to
be part of something they’re be part of something they’re really really proudproud of, that they’ll of, that they’ll
fight fight forfor,, sacrifice sacrifice forfor , , trusttrust.”.” —Howard Schultz, Starbucks (IBD/09.05)
PURPOSEPURPOSE..
PASSIONPASSION..PotentialPotential..PresencePresence..PersonalPersonal..
PERSISTENCEPERSISTENCE..PEOPLEPEOPLE. . PotentPotent..
PositivePositive..
““Nothing is so Nothing is so contagious as contagious as enthusiasm.”enthusiasm.”
—Samuel Taylor Coleridge
PURPOSEPURPOSE..PASSIONPASSION..
PotentialPotential..PresencePresence..PersonalPersonal..
PERSISTENCEPERSISTENCE..PEOPLEPEOPLE. . PotentPotent..
PositivePositive..
““The role of the Director is to The role of the Director is to create a space where the actors create a space where the actors
and actresses canand actresses can become become more than they’ve ever more than they’ve ever been before, more than been before, more than
they’ve dreamed of they’ve dreamed of beingbeing.”.” —Robert Altman, Oscar acceptance speech—Robert Altman, Oscar acceptance speech
PURPOSEPURPOSE..PASSIONPASSION..PotentialPotential..
PresencePresence..PersonalPersonal..
PERSISTENCEPERSISTENCE..PEOPLEPEOPLE. . PotentPotent..
PositivePositive..
PURPOSEPURPOSE..PASSIONPASSION..PotentialPotential..PresencePresence..
PersonalPersonal..PERSISTENCEPERSISTENCE..
PEOPLEPEOPLE. . PotentPotent..
PositivePositive..
““You must You must bebe the change you the change you
wish to see in the wish to see in the world.”world.”
Gandhi
Questions:Questions: What do others think of you? What do others think of you? [Are you sure?][Are you sure?] What What do you think of you? do you think of you? [Are you sure?][Are you sure?] What is your impact What is your impact
on others?on others? [Are you sure?][Are you sure?] What is your impact on What is your impact on others?others? [Are you sure?] [Are you sure?] What is your impact on others?What is your impact on others?
[Are you sure?][Are you sure?] What are the “little things” you (perhaps What are the “little things” you (perhaps unconsciously) do that cause people to shrivel—or blossom? unconsciously) do that cause people to shrivel—or blossom? [Are [Are you sure?]you sure?] What do you want? What do you want? [Are you sure?][Are you sure?] Are you aware Are you aware
of your changing moods? of your changing moods? [Are you sure?][Are you sure?] How fragile is your How fragile is your ego? ego? [Are you sure?][Are you sure?] Do you have a true confidant? Do you have a true confidant? [Are you [Are you sure?]sure?] Do you perform brief or not-so-brief self-assessments? Do Do you perform brief or not-so-brief self-assessments? Do you talk too much? you talk too much? [Are you sure?][Are you sure?] Do you know Do you know how how to listen? to listen? [Are you sure?][Are you sure?] DoDo you listen? you listen? [Are you sure?][Are you sure?] What is What is
your style of “hashing things out”? Are you perceived as (a) your style of “hashing things out”? Are you perceived as (a) arrogant, (b) abrasive (c) attentive, (d) genuinely interested in people, arrogant, (b) abrasive (c) attentive, (d) genuinely interested in people,
(e) etc? (e) etc? [Are you sure?][Are you sure?] Are you flexible? Have you changed Are you flexible? Have you changed your mind about anything your mind about anything important important in a while? Are you in a while? Are you
comfortable-uncomfortable with folks on the front line? comfortable-uncomfortable with folks on the front line? Do you Do you think you’re “in touch with the pulse of things around think you’re “in touch with the pulse of things around
here”?here”? [Are You Sure?][Are You Sure?] Are you too emotional/intuitive? Are Are you too emotional/intuitive? Are you too unemotional/rational? Do you spend much time with people you too unemotional/rational? Do you spend much time with people
who are new to you?who are new to you? [Do you think questions like this are [Do you think questions like this are “so much BS”?]“so much BS”?]
PURPOSEPURPOSE..PASSIONPASSION..PotentialPotential..PresencePresence..PersonalPersonal..
PERSISTENCEPERSISTENCE..PEOPLEPEOPLE. . PotentPotent..
PositivePositive..
RelentlessRelentless:: “One of “One of
my superstitions had always been my superstitions had always been when I started to go anywhere or when I started to go anywhere or
to do anything,to do anything, notnot to to turnturn backback ,, or stop, or stop,
until the thing intended was until the thing intended was accomplished.”accomplished.” —Grant
PURPOSEPURPOSE..PASSIONPASSION..PotentialPotential..PresencePresence..PersonalPersonal..
PERSISTENCEPERSISTENCE..
PEOPLEPEOPLE. . PotentPotent..
PositivePositive..
PURPOSEPURPOSE..PASSIONPASSION..PotentialPotential..PresencePresence..PersonalPersonal..
PERSISTENCEPERSISTENCE..PEOPLEPEOPLE. .
PotentPotent..PositivePositive..
Kevin Roberts’ Credo
11. Ready. Fire! Aim.. Ready. Fire! Aim.2. If it ain’t broke ... Break it!2. If it ain’t broke ... Break it!3. Hire crazies.3. Hire crazies.4. Ask dumb questions.4. Ask dumb questions.5. Pursue failure.5. Pursue failure.6. Lead, follow ... or get out of the way!6. Lead, follow ... or get out of the way!7. Spread confusion.7. Spread confusion.8. Ditch your office.8. Ditch your office.9. Read odd stuff.9. Read odd stuff.
10. Avoid moderationAvoid moderation!!
““You do not merely want to You do not merely want to
be the best of the best.be the best of the best. You want to be You want to be considered the considered the
only ones who do only ones who do what you dowhat you do.” .” —Jerry
Garcia
““Do one Do one thing every thing every
day that day that scares you.”scares you.”
—Eleanor Roosevelt
"The reasonable man adapts The reasonable man adapts himself to the world. The himself to the world. The
unreasonable one persists in unreasonable one persists in trying to adapt the world to trying to adapt the world to
himself. Therefore, all himself. Therefore, all progress depends upon the progress depends upon the unreasonableunreasonable man.” man.” —GB Shaw,
Man and Superman: The Revolutionists' Handbook.
PURPOSEPURPOSE..PASSIONPASSION..PotentialPotential..PresencePresence..PersonalPersonal..
PERSISTENCEPERSISTENCE..PEOPLEPEOPLE. . PotentPotent..
PositivePositive..
On NELSON: “[other] “[other] admirals more admirals more frightened of frightened of losing than losing than
anxious to win”anxious to win”
PURPOSEPURPOSE..PASSIONPASSION..PotentialPotential..PresencePresence..PersonalPersonal..
PERSISTENCEPERSISTENCE..PEOPLEPEOPLE. . PotentPotent..
PositivePositive..
Exuberance! Exuberance! Energy!Energy!
Empathy!Empathy!Engagement!Engagement!
Empowerment!Empowerment!Execution!Execution!
Excellence!Excellence!
““Excellence can be obtained if you:Excellence can be obtained if you: ... care more than others think is wise; ... care more than others think is wise; ... risk more than others think is safe; ... risk more than others think is safe; ... dream more than others think ... dream more than others think is practical;is practical; ... expect more than others think ... expect more than others think is possible.”is possible.”
Source: Anon. (Posted @ tompeters.com by K.Sriram, November 27, 2006 1:17 AM)
"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!’GERONIMO!’ ” —Bill McKenna, professional motorcycle racer
(Cycle magazine 02.1982)