Kevin Burns on Excellence for a Future Workforce Backgrounder Organizations work fine ... What's the big deal on "Culture"? Why does Attitude enter the mix? Turn ON your cell phones Text your questions to 403-404-8999 Twitter? @attitudeburns No "boop boop boop" Starbucks anyone? Hiring and Recruiting Future of recruiting is a political war room Training Management Resilience is Sexy Cancer is not Change is only 1 of 4 constants The big difference Who can't wait for next iPhone? You will never be given .... Hard to get knocked down when ... Work Ethic Motivational speakers don't work OK maybe some people are lazy but most aren't Work ethic is reflection of manager New Workers (Gen Y) avoids boredom & looking dumb Respect for Authority Why you need to become a King Respect the title or the person? Whatever happened to Mr. & Mrs. Respect Street runs two ways Teams Why forced teambuilding doesn't work What you have are individuals pointed Loners, networkers and group-ies Are you Facebook worthy? Motivation/Reward Here's yer muffin The "illusion of service" vs full-service "Mommy Mommy, I got a Participant ribbon!!!" Rewards don't work for "thinking" tasks Flex Workplace Breakfast in Whitehorse 8-4 is a Boomer thing I'm done. Can I go home? Telecommute in jammies Connections Lessons from a legendary tree-planter Price does not create evangelism 1 hr researching social reps Facebook, Twitter, LinkedIn are "vehicles" for connection Be careful of your megaphones Technology And old-school toasters Phone, cell, voicemail, email, sms, msn Twitter, Facebook, LinkedIn, YouTube, Blogs iPhone, iPad, iPod, Smartphone & stuff not invented Communication Turning Off The Filters Filter-Free Fridays Play it safe. Offend no one. Can't be criticized. Make them be better If you can think it ... Wrap 80% of Sr. Execs believe their organizations offer an Excellent customer experience. Only 8% of those same customers agree. "Best of Mediocre" is not Excellence. www.kevburns.com Takeaway: Work ethic is tied directly to quality of manager! Takeaway: Stop attracting the "available" and start recruiting the best! Takeaway: Coaching is transferable - find a good coach or "close the gap" to become one! Takeaway: Search out your natural and decisive coaches for management! Concentrate on manager development - leadership dies in 3-5 years Takeaway: Credentials on a wall don't make you a decent human being! Takeaway: Rewards and incentives may retard productivity - but only if you think! Takeaway: It's people who buy, who sell, who build, who contribute, who improve communities and ultimately, who create referrals to do it all again. Takeaway: "Fine" is a four-letter word. Be honest in your communications! Scottsdale Gift Shops Keeping up with competition is NOT Excellence. Don't just do what they don't do ... Excellent organizations of the future will concentrate on their long-term reputation - NOT the short-term sale. Excellence itself, is just beyond your decision to be so! Leadership vs Management Service vs Customer Service Safety vs OH&S The 54% Eye-Opener Shift Happens 4 Pillars of Excellence Culture HR/Hiring/Recruiting Training Management Service What, no Leadership? Here's why By 2015.... 75% of the workforce will be over 50 (Baby Boomers) or under 30 (Gen Y). 75% No More of These The best people are currently working for someone else. Your worst employees need to start working for your competitors. Are you Facebook worthy? 1 hr. researching your CSR Looking for a Culture fit How Gen Y Finds You Old way of hiring clones is dead. Close the gap Learn the new language. Adapt or learn to like leftovers. We Train only to Competence The Future of Training The Future of Manuals Mediocre Trainers in Mediocrity yer killin' us here! Mentoring works both ways Takeaway Think beyond competence. Training goes beyond just on-boarding. Training/knowledge transfer/mentoring/skills updating must be on-going. Anything else is mediocre. How Dollar-Stores Compete standard vs garage sale quality vs crap right employee vs "right-now" employee closing in half hour all sales final open hours How to pick a winner at lunch Manager of Future is a natural Coach Management is your key to Culture - not leaders or senior execs Engagement in direct proportion to manager engagement levels Constantly "close the gap" Orientation is NOT training If you are not actively training, then you, by default are allowing your worst people to influence Service Why you need to be a "worst" customer Filter-Free Fridays Join the movement #fff #filterfreefriday Begin your "shift" slowly - 1 day at a time. Don't use "megaphones" to change them - grow a spine. FINE is a four-letter F-word This is why we need FFF 80's Service isn't good enough Make them be better (whether they want to or not) Final Thought Why 360 Degree Feedback doesn't work Play it safe. Offend no one. Can't be criticized. If you can think it .... If you can't be honest with co-workers, with service suppliers and stores, you can't be honest with customers. That breeds a culture of dishonesty - as a RULE! The "illusion" of service Lesson from Catering