Posts Tagged ‘Leadership’

How to Become a Merchant of Wow

Friday, December 14th, 2012

 

 

The Transcript of How to Become a Merchant of Wow

Hi, I’m here on the magnificent island paradise of Mauritius. It’s a gorgeous day. We’re ending out the tour, and I wanted to take you through some quick ideas on customer experience, actually, being a merchant-of-wow in the work that you do, based on where I am right now. I’m at a place called Shanti. It’s a resort. It’s from the Nira resorts here in Mauritius. I’m on this island paradise. Mauritius is just magnificent. I mean, just check out the surf over there and the food and the people and the culture and the beauty. On this resort everything is just OAD (obsessive attention to details). They want to get every little thing right.

I was talking to the general manager when I came in and he said, “It’s the little things that make the big experience.” I think one of the things I want to show you is… They told me when I checked in, because I was sort of blown away by a number of the little details and the culture of this property. I asked, “How do you get it done? How come everyone is so amazing, for example, in terms of treating the guests with such care?” One of the things they showed me… Hopefully, we’re going to get this on the video, but this is the uniform that a lot of the people who work here wear. You won’t believe this, but literally stitched right into the collar of the uniform – I hope you can see that – but it says, “Guest is God”. Some of their core values are stitched actually into the shirt so when you put on the shirt every morning, you remember the core values. Is that not unbelievable?

Look, inside one of the areas of the shirt “perfection”. Let’s see where else. Okay, you know what? This is incredible. If you look inside as you put on your sleeve, you see the word – everyone of us needs to see this every day. Look at that, “passion”. Remember that. Let’s see what’s on the inside of… Oh, look at this. The pocket, the pocket of the shirt the word, you see that? I hope you can, “trust” and then the other sleeve is what we’re all about, what leadership is all about, which is “service”.

Oh, I just want to show you one more thing. All the employees carry this little booklet, and it’s so well done, and in the booklet – you can see it right here. In the booklet, the key values that they want to live by and think by and brain tattoo into their mind set so they do genius level work in front of their customers every day are right in this booklet. Here are some of the things. Number one – I thought this was great – guests arrive as residents, leave as friends and return as family. Is that not amazing? How about this? Number three, the answer is yes; now tell me the question. What an incredible mind set for a hotel or for any business? When the customer asks the question or before the customer even asks the question, the answer is yes. Now tell me what you want. Phenomenal mind set. Number five, core value number five. Perfection is a passion for the details. Number seven is great. The culinary art is sacred. And then, finally, we are devoted, number ten, we are devoted to pleasure for our guests.

From beautiful Mauritius, some ideas and some innovation. Was that shirt idea not incredible? The bottom line is great customer experiences and great organizations don’t happen by luck, they happen by all of these little innovative ideas executed on with mono-maniacal perfection.

Thanks a lot from Mauritius. Bye-bye.

Robin Sharma

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4 Tips to Build a Winning Team

Monday, October 29th, 2012

 

 

The Transcript of 4 Tips to Build a Winning Team

Hi, it’s Robin Sharma, the author of “The Leader Who Had No Title.” I would like to welcome you to this issue of Robin Sharma TV. Well this issue is all about four tips to build a winning team. I mean I’m here in Stockholm, Sweden. I’ve just had the pleasure of spending three and a half hours with almost 700 people, talking about Lead without title and Stockholm is a
gorgeous city that I finished the presentation and I went for a great ride and got to know the city even more, smelled the smells, got lost a little bit and really just savoured the moment on this tour. The tour started off in Dublin then went to Macedonia over to Stockholm, Paris tomorrow, then down to Mauritius.

But let me get right to the point. At the session after the event I had dinner with some of the executives, or lunch rather with some of the executives who had showed up at the Lead without a title presentation and one of the questions I got was how do you build a winning team? How do you
motivate your team? How do I get teammates who are inspired to wow they’re customers, to be great teammates, to do great work, to help me build a great company that does our part to change the world. Four specific tactics were my reply.

Number one. LBE; Lead By Example. So a lot of CEOs come to me and say, “Robin I’d like to have more engaged employees.” Well the real question is how engaged are you? A lot of CEOs come up to me or managing directors saying, “Robin I wish I had employees or teammates who work like Picasso painted.” And I look at them and I feel like saying “well do you work like
Picasso painted?” Lot of CEOs come up to me and say, “Robin you know I wish my teammates were more passionate about the work they do.” And I feel like saying “well how passionate are you?”

And so this force point is really this. Few things are as powerful as leading by example. If you want innovative employees, if you want excellent employees, if you want ethical employees, if you want passionate employees, if you want employees who win, then you be the change you want to see in your employees to sort of paraphrase what Gandhi said. So the first point is really, the game-changer is, lead by example. I mean you model the behaviour and the performance that you want your employees or the rest of the team to live and the more you do that, the more you will do whatever a leader without a title does, which is influence people.

Number two. The second thing I said to this executive if you want to have a winning team do what one of our clients, Ritz Carlton does every morning. Before the door is opened up for the hotel, they have a huddle and there are a few things they do. In that huddle, they talk about one of the Ritz Carlton values. They just talk about one of the core values. You know maybe it’s customer wow and they talk about what it looks like, what it means and that simply just reinforces that key value in the minds of the team first thing in the morning. Second thing they do, they come up with a customer service story. You know one employee at Ritz Carlton doing something that made a huge difference in the life of a guest. Then another thing they do is they celebrate birthdays, something human. So the second tactic for building a winning team, a morning huddle. Do it from maybe 9:00 to 9:15 everyday. Pick a value you want to coach your team on. Pick a story that you want to inspire them on and then celebrate your team because as we know the team that celebrates together is the team that wins together.

Third tactic; coaching. Well we could spend a whole session here on Robin Sharma TV talking about coaching, but really your job as a leader is to grow more leaders. Your job as a leader is to inspire your team to do work they never thought they could do. Your job as a leader is to leave a trail of leaders behind you.

So the third tactic, the third tactic to building a winning team is find some time everyday, even if it’s 3 minutes, to coach someone on your team. And don’t say “you did something wrong”, say “I have an opportunity for you to get to your next level of wow.” Build a coaching organization where literally part of the culture is you developing talent, coaching talent. I
mean here’s what the latest researches say. The number one thing your talent wants is to be coached, to be developed, to do challenging work. It’s not money. They want to do work that matters and it’s your job to coach them everyday, to develop them, and help them get to the highest point of their own abilities.

Then the fourth tactic that I want to share with you to build a winning team is to have fun. I remember having dinner with a billionaire. He built a fantastic technology company. I said what was the single most important thing you did to build a world class organization, and a winning team and he said, “Robin, the company that celebrates together is the company that stays together.” And he called it shared human moments. We’re in a world right now with all the technology that’s out there, where your teammates are craving community. They’re craving human connections.

So find some time to have pizza lunches together or find some time to go to a restaurant together. Find some time to maybe go for a run together, and don’t talk about business. Have fun together. Have fun with your team. Laugh as a team. Get to know them as human beings. Get to know their family. Get to know their hopes and their dreams. The more you can connect with human beings at a very deep human level, the more they’re going to come back to the office and they’re going to like you, and they’re going to trust you, and they’re going to listen to you. They’re going to buy into your version because they truly care.

Those are four specific tactics to help you build a winning team because as you know so well, if you don’t understand people, you don’t understand business and the bigger your dream, the more important your team. So take the time to develop a great team.

If you want more tactics on high performance team building or peak performance or leadership or productivity or if you just want to get more inspired, go on over right now to robinsharma.com. You can grab a copy of my 120 page e-book. It’s helped people from around the world, get some game-changing results as my gift to you for free. I will see you again in the next issue of Robin Sharma TV. Thank you for watching. All the best to you. Bye bye.

Robin Sharma

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A Short Video of Inspirational Quotes

Friday, August 10th, 2012

 

 

To Download These Inspirational Images as Wallpapers for Your Desktop:

Fear only becomes powerful when you give it your power.

When you most feel like giving up is when you most need to be keeping on.

If people aren’t laughing at your dreams, your dreams aren’t big enough.

Every minute spent worrying about “the way things were” is a moment stolen from creating “the way things can be”

The respect you give others is a dramatic reflection of the respect you give yourself.

The fears we don’t face become our limits.

If we practice being spectacular long enough, spectacular will become our way of being.

Take the stones people throw at you. And use them to build a monument.

Make your life matter. Be of use. Serve as many people as possible. This is how each of us can shift from the ordinary into the extraordinary and walk amongst the best who ever lived.

You can’t win unless you first begin. So start now.

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Walk Amongst the Best

Tuesday, July 24th, 2012

Make your life matter. Be of use. Serve as many people as possible. This is how each of us can shift from the ordinary to the extraordinary and walk amongst the best who ever lived.

 

 

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7 Articles To Change The Game

Thursday, June 28th, 2012

7 Articles To Change The GameHope you’re great. For this month’s newsletter I want to help you refocus on what’s truly most important in business and in life. More than ever before distractions pollute our days and pull us into doing fake work versus the real work that changes the game.

So to be of service to you and your team, I’ve pulled out 7 of my most widely read articles for you to read, share and reflect on. Thanks for being a member of The Lead Without A Title Movement. Stay inspired!

1) The 50 New Rules of Work (20,800 Shares)
The global economy is in a state of acute disruption. Competition has never been more fierce. Consumers have never been so well-informed and loudly demanding. And what worked yesterday just might be obsolete today. But this time is also a great time, for the astonishing few who are ready to show leadership. …Click here to read the rest

2) How Remarkable Entrepreneurs Build Winning Teams (17,990 Views)
Building a winning team is essential to success. In this video I share with you the 5 best practices Remarkable Entrepreneurs use to build a team of superstars. …Click here to read the rest

3) 17 Tips To Double Your Productivity In 14 Days (6357 Shares)
One of the modules from The Remarkable Entrepreneur SuperConference is on “Doubling Your Productivity in 30 Days”, based on my work with some of the most successful entrepreneurs in business. I wanted to share 17 of the tactics I’ve learned that I know will help you lean into your productive best in this age of dramatic distraction. …Click here to read the rest

4) Create Great Relationships (3972 Shares)
The digital world is a beautiful thing. Apps boost our productivity and elevate our personal lives. eBooks make reading more accessible and elegant. Social media platforms like Facebook and Twitter connect us – and allow for the sharing of information in radically new ways. But along with the opening of new frontiers that technology brings, I’m witnessing a closing of something else. We just don’t personally interact in the same ways that we once did. Tempers have grown quicker. Conversations have become shorter. And good manners are becoming obsolete. …Click here to read the rest

5) 15 Ways To Do Your Best Work (3879 Shares)
1) Do your best work by challenging the way you did things yesterday. 2) Do your best work by allowing your passion to see the light of day. 3) Do your best work by becoming part of the solution versus growing the problem. 4) Do your best work by expecting nothing less than you playing at world-class. 5) Do your best work by giving away the credit (especially when you crave it) …Click here to read the rest

6) How Do You Define Success (3378 Shares)
Too many people are living their neighbors’ lives. So many amongst us are building our futures based on a definition of success sold to us by society+the media+our peers. That’s fine if you’re consciously choosing to live by those values. But what if – at truth – you have a different set of values. And the success you are currently chasing actually has little to do with what will make you happy when you review your life at the end? …Click here to read the rest

7) The 5 Big Opportunities of This Down Cycle (1118 Shares)
OK. We’re in some challenging times. Economies are shifting. Businesses are reconfiguring. And deep uncertainty dominates many peoples’ mindsets. But smart leaders get that crisis breeds opportunity. And so they train their brains to focus on nothing else. Here are 5 of the NBO’s (Nice Big Opportunities) I’ve been sharing with my clients. …Click here to read the rest

Keep Leading Without A Title.

Robin Sharma

P.S. Want to spend 2 days with me in Mauritius July 17-18 learning to be an elite performer in turbulent times? The Elite Performers Business Forum is your chance. Join me for 2 full days of learning on building a great team + company + life. For more details click here.

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