Results That Last: Hardwiring Behaviors That Will Take Your Company to the Top

RESULTS THAT LAST......Page 5
Contents......Page 9
Introduction......Page 13
KEY TACTICS......Page 19
Why This Chapter Is Important......Page 21
LOW PERFORMERS COME IN MANY SHAPES AND SIZES......Page 23
HOW DO THEY DAMAGE? LET US COUNT THE WAYS . . .......Page 25
WHO’S WHO IN TERMS OF PERFORMANCE......Page 26
SCHEDULE THE CONVERSATIONS......Page 28
SUBTRACTION REALLY IS ADDITION......Page 38
WHAT YOU’VE ACCOMPLISHED......Page 39
KEY POINTS FOR HARDWIRING RESULTS......Page 41
Why This Chapter Is Important......Page 43
WHAT EMPLOYEES WANT: FIVE GOOD REASONS TO ROUND......Page 45
ROUNDING 101: NINE SIMPLE STEPS FOR GETTING STARTED......Page 48
KEY POINTS FOR HARDWIRING RESULTS......Page 50
Why This Chapter Is Important......Page 53
THE WE/THEY PHENOMENON......Page 55
THE ART OF MANAGING UP......Page 58
WELL-HANDLED HANDOFFS— AND THEIR PAYOFFS......Page 61
MANAGING UP TO REDUCE ANXIETY......Page 63
CREATING THE CULTURAL SHIFT......Page 64
KEY POINTS FOR HARDWIRING RESULTS......Page 68
THE CORE......Page 71
Why This Chapter Is Important......Page 73
THE ORGANIZATIONAL FLYWHEEL......Page 75
SELF-MOTIVATION......Page 76
PRESCRIPTIVE TO-DO’S......Page 78
THE FIVE PILLARS OF EXCELLENCE......Page 80
HELPING EMPLOYEES CONNECT THE DOTS......Page 86
KEY POINTS FOR HARDWIRING RESULTS......Page 90
Why This Chapter Is Important......Page 93
TAKE A CUE FROM YOUR FINANCE LEADERS......Page 95
CONSISTENCY EQUALS SUSTAINABLE RESULTS......Page 96
WHY LEADERS DON’T STANDARDIZE BEHAVIORS......Page 99
SIX WAYS TO REDUCE LEADERSHIP VARIANCE......Page 102
A PROCESS FOR TRANSFORMATION......Page 103
KEY POINTS FOR HARDWIRING RESULTS......Page 105
Why This Chapter Is Important......Page 107
MEASUREMENT ALIGNS BEHAVIORS......Page 108
MEASUREMENT AS A DIAGNOSTIC AND PROCESS-IMPROVEMENT TOOL......Page 109
WHAT GETS MEASURED GETS IMPROVED......Page 110
HOW OFTEN DO WE MEASURE?......Page 112
GOOD TO GREAT: MOVING 4s TO 5s......Page 114
TRANSPARENCY: HELPING PEOPLE UNDERSTAND THE METRICS......Page 116
FINANCIAL TRANSPARENCY IS A RELATIVELY NEW VALUE......Page 117
RETURN ON INVESTMENT......Page 119
KEY POINTS FOR HARDWIRING RESULTS......Page 121
Why This Chapter Is Important......Page 123
HOLDING LEADERS ACCOUNTABLE......Page 125
HOW DOES THE LEADERSHIP EVALUATION TOOL WORK?......Page 127
HOW TO ROLL OUT THE LEADERSHIP EVALUATION TOOL......Page 129
THE 90-DAY PLAN......Page 132
RETURNING THE ORGANIZATION TO A SENSE OF PURPOSE......Page 138
KEY POINTS FOR HARDWIRING RESULTS......Page 139
Why This Chapter Is Important......Page 141
LEADER DEVELOPMENT IS A MUST......Page 142
A CRITICAL KEY TO EMPLOYEE RETENTION......Page 144
PRINCIPLES FOR DEVELOPING LEADERS......Page 147
LEADERSHIP DEVELOPMENT INSTITUTES (LDIs): THE SECRET TO HARDWIRING LEADERSHIP TRAINING......Page 150
Who Runs the LDI?......Page 152
KEY POINTS FOR HARDWIRING RESULTS......Page 156
EMPLOYEE TACTICS......Page 159
Why This Chapter Is Important......Page 161
BUILDING BLOCKS OF EMPLOYEE SATISFACTION......Page 163
NINE WAYS TO GET STARTED......Page 165
KEY POINTS FOR HARDWIRING RESULTS......Page 176
Why This Chapter Is Important......Page 179
WE ALL HAVE A WHAT......Page 180
YOUR EMPLOYEES’ WHAT......Page 181
IN HOT WATER: A STORY OF WHAT DISCOVERY......Page 182
PURSUING THE WHATS......Page 186
KEY POINTS FOR HARDWIRING RESULTS......Page 187
Why This Chapter Is Important......Page 189
THE IMPACT OF SELECTION AND THE FIRST 90 DAYS......Page 192
PEER INTERVIEWING: A VITAL SKILL FOR HIRING THE RIGHT PEOPLE......Page 193
THE STEP-BY-STEP PROCESS OF PEER INTERVIEWING......Page 194
THIRTY-AND NINETY-DAY NEW-EMPLOYEE MEETINGS......Page 197
Four Key Questions for the 30-Day Meeting......Page 199
Additional Questions for the 90-Day Meeting......Page 201
KEY POINTS FOR HARDWIRING RESULTS......Page 203
Why This Chapter Is Important......Page 205
THE RICH BENEFITS OF EMPLOYEE OWNERSHIP......Page 206
THE DIFFERENCE BETWEEN RENTERS AND OWNERS......Page 208
STRATEGIES TO TRANSFORM RENTERS INTO OWNERS......Page 209
SETTING REASONABLE EXPECTATIONS......Page 211
KEY POINTS FOR HARDWIRING RESULTS......Page 216
Why This Chapter Is Important......Page 217
MOVING BEYOND THE SUGGESTION BOX......Page 219
KEY POINTS FOR HARDWIRING RESULTS......Page 226
Why This Chapter Is Important......Page 229
REWARD AND RECOGNITION CHANGE AS YOU MATURE......Page 232
WHAT HOLDS US BACK?......Page 234
THE AMAZING POWER OF REWARD AND RECOGNITION......Page 235
HARDWIRING THANK YOU NOTES......Page 236
HOW TO SCHEDULE AND IMPLEMENT REWARD AND RECOGNITION......Page 238
KEY POINTS FOR HARDWIRING RESULTS......Page 240
Why This Chapter Is Important......Page 243
THE POWER OF HERO RECOGNITION......Page 245
HOW TO FIND DIFFERENCE MAKERS......Page 247
KEY POINTS FOR HARDWIRING RESULTS......Page 248
CUSTOMER TACTICS......Page 251
Why This Chapter Is Important......Page 253
A POWERFUL TOOL FOR BUILDING A SERVICE CULTURE......Page 256
CREATING YOUR OWN STANDARDS OF BEHAVIOR......Page 257
WHY STANDARDS WORK......Page 263
THE POWER OF KEY WORDS......Page 264
THE LOYALTY FACTOR......Page 265
KEY POINTS FOR HARDWIRING RESULTS......Page 266
Why This Chapter Is Important......Page 269
PRE-AND POST-VISIT CALLS EXCEED CUSTOMER EXPECTATIONS......Page 271
CUSTOMER SERVICE AND THE BOTTOM LINE (PROOF THAT THESE CALLS WORK)......Page 272
A TECHNIQUE FOR ALL TYPES OF BUSINESS......Page 275
COMMON QUESTIONS ABOUT PRE-AND POST-VISIT CALLS......Page 276
DEVELOPING KEY WORDS FOR PRE-CUSTOMER-VISIT CALLS......Page 278
DEVELOPING KEY WORDS FOR POST-CUSTOMER-VISIT CALLS......Page 280
KEY POINTS FOR HARDWIRING RESULTS......Page 282
Why This Chapter Is Important......Page 285
THE IMPORTANCE OF ASKING......Page 287
ROUNDING ON CUSTOMERS......Page 288
THE THREE FACES OF ROUNDING......Page 291
CUSTOMER ROUNDING REALLY WORKS......Page 296
KEY POINTS FOR HARDWIRING RESULTS......Page 297
Why This Chapter Is Important......Page 299
DEVELOPING YOUR KEY WORDS......Page 302
THE AIDET APPROACH TO SERVICE......Page 303
KEY POINTS FOR HARDWIRING RESULTS......Page 311
About Studer Group......Page 313
Other Leadership Books By Quint Studer and Studer Group......Page 315
Index......Page 317