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WITH YOUR LEADERSHIP. Lessons From ‘ 3 D Leaders’! WITH YOUR LEADERSHIP. Lessons From ‘ 3 D Leaders’!

USP’s? USP’s?

= ‘Usual Stuff People say’! = ‘Usual Stuff People say’!

Who The Hell Is Andy Hanselman? Who The Hell Is Andy Hanselman?

I help businesses and their people create competitive advantage by. . . Thinking in I help businesses and their people create competitive advantage by. . . Thinking in 3 D!

That means being. . . Dramatically and Demonstrably Different! That means being. . . Dramatically and Demonstrably Different!

Why. . . 3 D? Why. . . 3 D?

I research, write about, talk about and work with high performance businesses (and have I research, write about, talk about and work with high performance businesses (and have been for over 25 years!)

Get my slides and other resources at: @andyhanselmanconsulting andyhanselman andy@andyhanselman. com @andyhanselman Get my slides and other resources at: @andyhanselmanconsulting andyhanselman andy@andyhanselman. com @andyhanselman

What do ‘Successful’ Businesses Have And Do? What do ‘Successful’ Businesses Have And Do?

Satisfied Customers Satisfied Customers

Sufficient ‘Delighted’ Customers Sufficient ‘Delighted’ Customers

High Expectations ‘Disappointed’ ‘Devoted’ A ‘Poor’ Experience ‘Disaffected’ A ‘Great’ Experience ‘Delighted’ Low Expectations High Expectations ‘Disappointed’ ‘Devoted’ A ‘Poor’ Experience ‘Disaffected’ A ‘Great’ Experience ‘Delighted’ Low Expectations

Sufficient ‘Devoted’ Customers Committed Motivated Effective People L Maximised Financial Returns Sufficient ‘Devoted’ Customers Committed Motivated Effective People L Maximised Financial Returns

Sufficient ‘Devoted’ Customers Committed Motivated Effective People L Y Maximised Financial Returns Sufficient ‘Devoted’ Customers Committed Motivated Effective People L Y Maximised Financial Returns

#1: Get That Vision Thing! #7. Innovati. ON! #2: Think in 3 D! The #1: Get That Vision Thing! #7. Innovati. ON! #2: Think in 3 D! The 7 Characteristics Of 3 D Businesses! #3. Delighted Customers #6. Kee. P In Control! #5. Create An UBER Culture! #4. Forget CRM. , Think MCR!

today only £ 9. 99! £ 4. 90! Normal Price: £ 11. 99 + today only £ 9. 99! £ 4. 90! Normal Price: £ 11. 99 + £ 1. 20 p&p

What exactly is ‘Marketing’? What exactly is ‘Marketing’?

A Classic Definition of ‘Marketing’: “Marketing is a social and managerial process by which A Classic Definition of ‘Marketing’: “Marketing is a social and managerial process by which individuals and groups obtain what they need and want through creating and exchanging products and value with others”

My Definition of ‘Marketing’: “Finding, attracting and keeping the customers that you want while My Definition of ‘Marketing’: “Finding, attracting and keeping the customers that you want while maximising your profits”

It’s All About ‘People’! It’s All About ‘People’!

3 D Discussion Time: What do people want from their leaders? 3 D Discussion Time: What do people want from their leaders?

5 Key Things. . . 1. 2. 3. 4. The ability to convey a 5 Key Things. . . 1. 2. 3. 4. The ability to convey a clear vision The ability to deal with challenges A commitment to high quality Valuing employees (and their opinions) 5. Helping people feel valued Source: The Kenexa Research Institute’s Worktrends Research Report

We’re Not Performing! We’re Not Performing!

“Less than 50% of UK employees believe their leaders are ‘performing effectively’ in these “Less than 50% of UK employees believe their leaders are ‘performing effectively’ in these areas!”

Only… 29% of UK workers feel ‘challenged’ in their day to day work life Only… 29% of UK workers feel ‘challenged’ in their day to day work life Source: CEB Report June 2016

Only… 16% Said they ‘go above and beyond’ in their role Source: CEB Report Only… 16% Said they ‘go above and beyond’ in their role Source: CEB Report June 2016

More than… 1 in 4 Are unhappy with the opportunities to develop their skills More than… 1 in 4 Are unhappy with the opportunities to develop their skills or further their career Source: CIPD Report 2016

30% of workers in the UK are unhappy at work and would move jobs 30% of workers in the UK are unhappy at work and would move jobs for better benefits Source: Perkbox Research October 2016

That’s 6 Million! Source: Perkbox Research October 2016 That’s 6 Million! Source: Perkbox Research October 2016

The unhappiest are here in Yorkshire & Humberside! Source: Perkbox Research October 2016 The unhappiest are here in Yorkshire & Humberside! Source: Perkbox Research October 2016

42%! Source: Perkbox Research October 2016 42%! Source: Perkbox Research October 2016

84%! of UK workers have not heard the words ‘Thank You’ from their boss 84%! of UK workers have not heard the words ‘Thank You’ from their boss in the past 6 months Source: Podium Designs Report April 2016

5 Things We See 3 D Leaders Do 5 Things We See 3 D Leaders Do

5 Ideas For You To Consider 5 Ideas For You To Consider

‘ 5 i. Deas’ ‘ 5 i. Deas’

‘i. Dea 1’. . . ‘i. Dea 1’. . .

5 Lessons From 3 D Leaders. . . #1: Get That Vision Thing! 5 Lessons From 3 D Leaders. . . #1: Get That Vision Thing!

“Create a clear picture of the future that ‘stimulates, excites and inspires” “Create a clear picture of the future that ‘stimulates, excites and inspires”

Imagine the future - what does it hold for you? Err. . . . Imagine the future - what does it hold for you? Err. . . . are you sure?

3 D un. Demonstrated! 3 D un. Demonstrated!

3 D un. Demonstrated! “Contrary to some forecasts in recent years, the internet has 3 D un. Demonstrated! “Contrary to some forecasts in recent years, the internet has settled down to become a worthwhile but minority channel to market. For example, internet book sales have plateaued at just over 5% of the market, and it seems unlikely that there will be sufficient demand to enable multiple operators to develop profitably” Hmv Annual Report 2002

3 D un. Demonstrated! “Heavier-than-air flying machines are impossible” Lord Kelvin, mathematician, physicist, and 3 D un. Demonstrated! “Heavier-than-air flying machines are impossible” Lord Kelvin, mathematician, physicist, and President of The British Royal Society, 1865

3 D un. Demonstrated! “The telephone has too many shortcomings to be seriously considered 3 D un. Demonstrated! “The telephone has too many shortcomings to be seriously considered as a means of communication. The device is inherently of no value to us” Western Union internal memo, 1876

3 D un. Demonstrated! “I think there is a world market for about five 3 D un. Demonstrated! “I think there is a world market for about five computers” Thomas Watson, Chairman of IBM, 1943

3 D un. Demonstrated! “There is no reason for any individual to have a 3 D un. Demonstrated! “There is no reason for any individual to have a computer in their home” Ken Olsen, President of DEC at The Convention Of The World Future Society, 1977

3 D un. Demonstrated! “ 640 k ought to be enough for anybody” Bill 3 D un. Demonstrated! “ 640 k ought to be enough for anybody” Bill Gates, 1981

3 D un. Demonstrated! “By the end of the year the ipod will be 3 D un. Demonstrated! “By the end of the year the ipod will be dead, kaput, finished” Sir Alan Sugar, early 2005

3 D un. Demonstrated! “OK, let’s just get this referendum thing quickly out of 3 D un. Demonstrated! “OK, let’s just get this referendum thing quickly out of the way and get on with some real work” David Cameron to his cabinet May 2016

What does a vision look like What does a vision look like

• • is not. . Simply a set of financial figures or targets • • is not. . Simply a set of financial figures or targets A business plan and lots of spread sheets A ‘pie in the sky’ idea The MD’s speech at the annual staff conference!

A ‘Vision’ is. . A ‘Vision’ is. .

A Picture Of The Future You Want A ‘Point Of Strategic Focus’ It ‘Stimulates, A Picture Of The Future You Want A ‘Point Of Strategic Focus’ It ‘Stimulates, Excites And Inspires’ Something For Everyone To Work Towards

What does your vision look like? What does your vision look like?

What will you have achieved by December 2017? What will you have achieved by December 2017?

3 D Demonstrated! Looking Ahead. . • What will you have achieved? – Think. 3 D Demonstrated! Looking Ahead. . • What will you have achieved? – Think. . Finance. . Customers. . People • What will be in place? • What will be happening that isn’t happening now? • What will you / others be saying / doing / feeling?

3 D Demonstrated! “If you are working on something exciting that you really care 3 D Demonstrated! “If you are working on something exciting that you really care about, you don't have to be pushed. The vision pulls you" Steve Jobs

3 D Demonstrated! “Fixed on the vision, flexible on the journey” Jeff Bezos, CEO, 3 D Demonstrated! “Fixed on the vision, flexible on the journey” Jeff Bezos, CEO, Amazon

‘i. Dea 2’. . . ‘i. Dea 2’. . .

5 Lessons From of 3 D Leaders. . . #2: Challenge The Status Quo! 5 Lessons From of 3 D Leaders. . . #2: Challenge The Status Quo!

3 D Demonstrated! If this house were a person she’d be dressed in Chanel 3 D Demonstrated! If this house were a person she’d be dressed in Chanel and not wearing knickers. . Two bedroom end terrace house with all the charm of a vicar on crack. Hall, cloak room, sitting room, kitchen, bathroom, parking and rear courtyard garden. Suit midget on a budget. Currently let on an AST @£ 575 pcm “Character-forming country cottage currently undergoing a bit of a makeover which will eventually drag it from the turn of the century up to somewhere around the 1950 s. . ”

‘Think in 3 D’! ‘Think in 3 D’!

That means being. . . Dramatically and Demonstrably Different! That means being. . . Dramatically and Demonstrably Different!

Dramatic Difference: “An unmatchable ‘bundle’ of products, services, skills, methods and practices that differentiate Dramatic Difference: “An unmatchable ‘bundle’ of products, services, skills, methods and practices that differentiate a business from its competitors”

Dramatic Difference: Things Your Competitors aren’t CAN’T DO! DOING! Dramatic Difference: Things Your Competitors aren’t CAN’T DO! DOING!

‘As good as’ ‘ Worse than’ Different (‘better than’) ‘Dramatically Different ‘Dramatically & Demonstrably ‘As good as’ ‘ Worse than’ Different (‘better than’) ‘Dramatically Different ‘Dramatically & Demonstrably Different’ ‘As bad as’ ‘-1 D’ ‘ 0 D’ ‘ 1 D’ ‘ 2 D’ ‘ 3 D’

3 D Demonstrated! 3 D Demonstrated!

3 D Demonstrated! 3 D Demonstrated!

“Your bags will be available on carrousel ““There may be 50 ways to leave “Your bags will be available on carrousel ““There may be 50 ways to leave your In order to enhance the appearance of 3 D Demonstrated! x. If you do not find them, they will be your flight crew, we will be dimming the lover, but there are only 4 ways out of available in 2 -3 weeks on e. Bay” this airplane” cabin lights”

Break The ‘Rules’: • Spot your ‘organisational stupidities’ • Ask ‘what’s holding us back? Break The ‘Rules’: • Spot your ‘organisational stupidities’ • Ask ‘what’s holding us back? ’ • Eliminate your ‘blind spots’

“The role of a leader is not to have all the ideas; it’s to “The role of a leader is not to have all the ideas; it’s to create a culture where everyone can have ideas” Sir Ken Robinson, Creativity Expert

“Don’t just listen to the HIPPO’s!” Eric Schmidt CEO. Google “Don’t just listen to the HIPPO’s!” Eric Schmidt CEO. Google

Highest Paid Person’s Opinion! Highest Paid Person’s Opinion!

Give people a damn good listening to! Give people a damn good listening to!

FINISHED FILES ARE THE RESULT OF YEARS OF SCIENTIFIC STUDY COMBINED WITH THE EXPERIENCE FINISHED FILES ARE THE RESULT OF YEARS OF SCIENTIFIC STUDY COMBINED WITH THE EXPERIENCE OF YEARS

FINISHED FILES ARE THE RESULT OF YEARS OF SCIENTIFIC STUDY COMBINED WITH THE EXPERIENCE FINISHED FILES ARE THE RESULT OF YEARS OF SCIENTIFIC STUDY COMBINED WITH THE EXPERIENCE OF YEARS

Stop Start Continue Stop Start Continue

‘i. Dea 3’. . . ‘i. Dea 3’. . .

5 Lessons From 3 D Leaders. . . #3: Value Your Values! 5 Lessons From 3 D Leaders. . . #3: Value Your Values!

Your ‘values’ are things that…. • You ‘stand for’ • Matter most to you Your ‘values’ are things that…. • You ‘stand for’ • Matter most to you • Influence your decision making • Define who you are

3 D Demonstrated! “Don’t F*ck Up Your Culture!” Brian Chesky, Founder, CEO, Airbnb 3 D Demonstrated! “Don’t F*ck Up Your Culture!” Brian Chesky, Founder, CEO, Airbnb

What exactly is ‘Culture’? What exactly is ‘Culture’?

A Classic Definition of ‘Culture’: “A pattern of shared basic assumptions that the group A Classic Definition of ‘Culture’: “A pattern of shared basic assumptions that the group learned as it solved its problems of external adaptation and internal integration, that has worked well enough to be considered valid and therefore, to be taught to new members as the correct way to perceive, think, and feel in relation to those problems” Edgar Schein, Organisational Culture And Leadership, 1993

My Definition of ‘Culture’: “The way we do things around here” My Definition of ‘Culture’: “The way we do things around here”

Another Definition of ‘Culture’: “It’s what people do when no one’s looking” Herb Kelleher, Another Definition of ‘Culture’: “It’s what people do when no one’s looking” Herb Kelleher, Founder, Southwest Airlines

3 D Demonstrated! 3 D Demonstrated!

It’s All About ‘Behaviours’! Oh Behave! It’s All About ‘Behaviours’! Oh Behave!

3 D Demonstrated! “ We interview people for culture fit. We want people who 3 D Demonstrated! “ We interview people for culture fit. We want people who are passionate about what Zappos is about–service. I don’t care if they’re passionate about shoes. ” Tony Hsieh, CEO, Zappos

3 D Demonstrated! 3 D Demonstrated!

3 D Demonstrated! 3 D Demonstrated!

3 D Demonstrated! 3 D Demonstrated!

3 D Demonstrated! Beer Knowledge Thursdays! 3 D Demonstrated! Beer Knowledge Thursdays!

3 D Demonstrated! • Sharing (almost) everything! • An in-house wiki site! • A 3 D Demonstrated! • Sharing (almost) everything! • An in-house wiki site! • A seat shuffle every 3 months! • Unlimited free books! • Unlimited free meals! • A 3 word policy on just about everything….

3 D Demonstrated! Social Media Policy Sick Day Policy Working From Home Policy Expenses 3 D Demonstrated! Social Media Policy Sick Day Policy Working From Home Policy Expenses Policy Buy A Round Of Drinks At An Event Policy

3 D Demonstrated! “Use good judgement!” 3 D Demonstrated! “Use good judgement!”

3 D Demonstrated! ‘Good Judgement’ Rating 3 D Demonstrated! ‘Good Judgement’ Rating

3 D Demonstrated! “You’re going to have a culture anyway. You can and should 3 D Demonstrated! “You’re going to have a culture anyway. You can and should influence it – so why not build the one you love? ” Darmesh Shah, Founder, Hubspot

‘i. Dea 4’. . . ‘i. Dea 4’. . .

5 Lessons From 3 D Leaders. . . #4: Engage And Empower! 5 Lessons From 3 D Leaders. . . #4: Engage And Empower!

• 22% Left their last job due to lack of faith in the • 22% Left their last job due to lack of faith in the leadership team • 19% Quit because they felt “unappreciated” • 19% Left because they felt “disengaged and unmotivated” Source: Benchmark Recruit’s survey of over 3, 000 employees November 2013

“To The Management: Today is my 31 st birthday, and having recently become a “To The Management: Today is my 31 st birthday, and having recently become a father I now realise how precious life is and how important it is to spend my time doing something that makes me, and other people, happy. For that reason I hereby give notice of my resignation, in order that I may devote my time and energy to my family, and to my cake business which has grown steadily over the past few years. I wish the organisation and my colleagues the best for the future and I remind you that if you enjoy this cake, you can order more at www. mrcake. co. uk. ” Chris Holmes

People tell us they want to know. . . People tell us they want to know. . .

“How is it relevant to me? ” “What specifically do you “Why are we “How is it relevant to me? ” “What specifically do you “Why are we doing this? ” “What tools and support “How will I be measured? ” “How are we doing? ” “What’s in it for me? ” want me to do? ” are available? ”

The Leaders’ Role? The Leaders’ Role?

3 D Demonstrated! “The more you engage with customers the clearer things become and 3 D Demonstrated! “The more you engage with customers the clearer things become and the easier it is to determine what you should be doing” John Russell, President, Harley-Davidson Europe

3 D Demonstrated! Approach customers with a personalized warm welcome Probe politely to understand 3 D Demonstrated! Approach customers with a personalized warm welcome Probe politely to understand all the customer’s needs Present a solution for the customer to take home today Listen for and resolve any issues or concerns End with a fond farewell and an invitation to return

3 D un. Demonstrated! Rub up your customers the wrong way Yes, go 3 D un. Demonstrated! Rub up your customers the wrong way Yes, go on, all the way Apathy is encouraged Never bother to try and make them smile Approach them with indifference Infer it’s them who are the problem Remember, we’re right behind you to help you do this

3 D Demonstrated! Free Sandwiches And Coffee! 3 D Demonstrated! Free Sandwiches And Coffee!

3 D Demonstrated! Front Line Staff Decide! 3 D Demonstrated! Front Line Staff Decide!

3 D Demonstrated! That’s EMPOWERMENT! 3 D Demonstrated! That’s EMPOWERMENT!

£ 500! 3 D Demonstrated! £ 500! 3 D Demonstrated!

“We entrust every single Ritz-Carlton staff member, without approval from their general manager, to “We entrust every single Ritz-Carlton staff member, without approval from their general manager, to spend up to $2, 000 on a guest. And that's not per year. It's per incident” Simon F Cooper, President Ritz Carlton

3 D Demonstrated! 3 D Demonstrated!

‘i. Dea 5’. . . ‘i. Dea 5’. . .

5 Lessons From 3 D Leaders. . . #5: Champion Your Champions 5 Lessons From 3 D Leaders. . . #5: Champion Your Champions

Challenge your Challengers Challenge your Challengers

86% of employees are motivated by recognition 65% of satisfied employees say they 86% of employees are motivated by recognition 65% of satisfied employees say they would work harder if they were better recognised 79% of employees say recognition tied to core values gave them a stronger sense of company goals and objectives Source: Talent Report, Centre For Workforce Development

Why not get your customers to do it? Why not get your customers to do it?

3 D Demonstrated! 3 D Demonstrated!

3 D Demonstrated! 3 D Demonstrated!

So. . In Summary So. . In Summary

“Leadership is about making others better as a result of your presence and making “Leadership is about making others better as a result of your presence and making sure the absence lasts in your absence” Sheryl Sandberg COO, Facebook

‘ 5 i. Deas’ ‘ 5 i. Deas’

‘i. Dea 1’. . . ‘i. Dea 1’. . .

5 Lessons From 3 D Leaders. . . #1: Get That Vision Thing! 5 Lessons From 3 D Leaders. . . #1: Get That Vision Thing!

‘i. Dea 2’. . . ‘i. Dea 2’. . .

5 Lessons From of 3 D Leaders. . . #2: Challenge The Status Quo! 5 Lessons From of 3 D Leaders. . . #2: Challenge The Status Quo!

‘i. Dea 3’. . . ‘i. Dea 3’. . .

5 Lessons From 3 D Leaders. . . #3: Value Your Values! 5 Lessons From 3 D Leaders. . . #3: Value Your Values!

‘i. Dea 4’. . . ‘i. Dea 4’. . .

5 Lessons From 3 D Leaders. . . #4: Engage And Empower! 5 Lessons From 3 D Leaders. . . #4: Engage And Empower!

‘i. Dea 5’. . . ‘i. Dea 5’. . .

5 Lessons From 3 D Leaders. . . #5: Champion Your Champions 5 Lessons From 3 D Leaders. . . #5: Champion Your Champions

How do you measure up? How do you measure up?

! a e id ‘i. Dea 6’. . . o B u n s ! a e id ‘i. Dea 6’. . . o B u n s

Take ACTION, Notes! Take ACTION, Notes!

What are you going to DO? What are you going to DO?

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www. andyhanselman. com/slides www. andyhanselman. com/slides

Andy’s 3 D Thoughts. . . 3 i. Deas in 3 minutes in your Andy’s 3 D Thoughts. . . 3 i. Deas in 3 minutes in your inbox every Monday morning to help you Think in 3 D!

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Talk to me!!! 0114 243 4666 07710 452355 andy@andyhanselman. com Chat Today! Talk to me!!! 0114 243 4666 07710 452355 andy@andyhanselman. com Chat Today!

“Vision without action is hallucination” Thomas Edison “Vision without action is hallucination” Thomas Edison

“Take the first step in faith. You do not have to see the whole “Take the first step in faith. You do not have to see the whole staircase. Just take the first step” Martin Luther King

“Scare yourself, otherwise you’re not doing anything new” Mary Murphy Hoye, Head Of R “Scare yourself, otherwise you’re not doing anything new” Mary Murphy Hoye, Head Of R & D, Intel

“Don’t just stand there…. . do something!” Dick Dastardly “Don’t just stand there…. . do something!” Dick Dastardly

So. . . what are you going to Do? So. . . what are you going to Do?

People can be divided into three groups People can be divided into three groups

Those who make things happen Those who watch things happen Those who ask ‘what Those who make things happen Those who watch things happen Those who ask ‘what happened’?

MISSING YOU ALREADY! MISSING YOU ALREADY!

get my slides and other resources at: @andyhanselmanconsulting andyhanselman andy@andyhanselman. com get my slides and other resources at: @andyhanselmanconsulting andyhanselman andy@andyhanselman. com