pdxmindshare's november presentation with terry "starbucker"
TRANSCRIPT
Spent 28 years in corporate world in various executive roles
Started a leadership blog in 2006 (terrystarbucker.com)
Now a consultant, speaker, writer, & angel investor
The Problem:
Newly acquired Cable TV company with 1,100 direct reports
A team of NY investors mandating profitability and growth, and getting it done fast
A dispirited and skeptical workforce.
I had to drive numbers and employee engagement, and I had to do it VERY, VERY fast
The Solution:
Transform from “spreadsheet assassin” to more human leader
Create a culture of accountability on a foundation of trust and key values
Pick the right metrics to drive rapid improvement
Result: In 7 years, grew a $670 Million company to $1.4 Billion, delivering high investor returns
The Awesome Side effects: One of the highest
customer satisfaction scores in the industry
Fulfilled workforce Happy leader
At 27, plucked out of a CPA job and put in the corner office
Fired 11 people first week on the job
Budget slasher, guardian of (nearly) every penny), chief “no” officer
Jack Kent Cooke
September, 1992
Middleburg, Virginia
I want to make a
difference
I want to enjoy
what I do
I won’t give up
I want to connect,
and be human
I want to believe in
myself
Culture is the “X Factor” of innovation Set values, keep values Keep it simple Egos must be “checked at the door” Respect abounds Keep out of “the void”
Compiled by Adam Bryant, author of “Quick & Nimble”
Establish emotional connective tissue between leader and team – leads to respect & trust
Look them in the eye and “see” that what they want is a really good reason to get out of bed in the morning
Simple, simple, simple, simple
The “line in the sand” that guides all conduct
The key enabler for the culture of accountability
Serve our
customers,
and Support
Each Other
Happy Customer Number
Customer Pain Number
Total Customers
General Bresnan
Net Promoter Score (NPS)
Customer Fault Rate
Total Basic Subscribers
Have to be ready to take on the naysayers
Some always want to stick to the “old ways”
Nothing spurs us on more than an arch enemy – ask Luke… Me Darth
The “cause” drives results (aka, Profit)
Science backs it up
Humans have a basic need to be part of something bigger then themselves
“It is impossible to sustain long-term happiness in our lives without meaning. In our modern world, we spend an increasing majority of our lives at work, so finding happiness there is crucial. The greater the connection between meaning and the actions in our life, the happier and more optimistic we become.”
“In my research I have found that the greatest competitive advantage in the modern economy is a positive and engaged brain.”
Best operating statistics in the industry, including NPS
High employee satisfaction
Outstanding return on shareholder investment
AND, One happy more human leader
Crossing the bridge from “I” to “We” - It can’t be about you – it’s about a team
Asking for trust and keeping your promises - Integrity is an absolute must
Establishing a mantra of key values - It’s the glue that holds all of us together
Finding and teaching more human leaders – The legacy must be passed on; we can’t do it ourselves
Building a culture of accountability – It’s all about fairness and shared responsibility
Measuring, monitoring and managing with the right metrics –The team needs to know where they stand, and what they are aiming for
Fighting complacency and the naysayers – Inertia is a momentum killer, as well as those who still desire the old ways
Connecting it all to a higher purpose – Humans want to be a part of a meaningful cause that’s bigger then themselves
www.terrystarbucker.com