1. © 2016 Contented Cow Partners, LLC | contentedcows.com
Give Better Milk
Standard title slide.
Title 44 to 60pt.
Subtext 30 to 36pt.
Conference logos or titles may be used and should appear in the lower right corner of the title slide only. Subtext is flush left, centered beneath the title.
@contentedcows
© 2016 Contented Cow Partners, LLC | contentedcows.com

2. PREMISE
Creating a focused, engaged, and capably led workforce is one of the best things you can do for your
BOTTOM LINE.

3. REPUTATION
Recruits
REALITY
Retains

4. LEADERSHIP
MATTERS

5. the earned consent of followers
Leadership
the earned consent of followers

6. Make leadership a primary qualification for every person in a management role.

8. contentedcows.com/callcenter

9. Contented Cows 2012

10. Contented Cows
+9.7%
B$70
wealth premium

11. Contented Cows Revenue GDP
23.4%
2.7%
Revenue
GDP

12. Turnover
Supermarkets
Fast Food

13. Contented Cows Grow faster More productive and profitable
Increased Employee Engagement
Lower turnover
Recruit more talented employees
Create more wealth

14. - Minimum Requirements
Personal Capability
- Minimum Requirements
DISCRETIONARY EFFORT
This template was designed to be used for computer projection only. The blue was chosen for several reasons: one, it represents the Intel blue. Two, white should never be used because it tends to vibrate as well as blind the audience. Three, the eye tends to push blue towards the back while warmer colors tend to move forward.
White and gold text work the best. Try to stay away from darker colors for text - especially red since there is very little contrast. Always use bold text.
Add a drop shadow to everything - it helps images and text to pop forward.

15. Engagement
What is it?
What good is it?
How do I get it?

16. Engagement is
a conscious
DECISION

17. Work is contractual
Engagement is
PERSONAL

18. Extra Miler – Philip Omayra

19. Engagement Drivers
Meaningful work
Caring, authentic leadership
Growth & development
Appreciation
Autonomy

21. Average U.S. Job Tenure

22. “We don’t marry our jobs…
We’re just dating.”

23. Contented Cows Are
Committed
Enabled
Cared About

24. Contented Cows Are
Committed

25. Hire for FIT.

27. Listen | Smile | Care | Say “Thank You”

28. “It’s more important to hire people with the right qualities than
with specific experience.”
Bill Marriott

29. Identify the non-technical fit requirements for call center employees.

30. NEVER stop recruiting

31. Harness the power of social media

32. Know how you look on glassdoor.com and vault.com.

33. Define your mission.

34. "Our mission is to maximize shareholder value and satisfy our customers' needs, while providing our employees a rewarding and productive work environment and conducting our affairs responsibly in the community.
We will accomplish this mission by creating a corporate vision of successful growth, by carefully managing our assets and by integrating our businesses through effective planning and allocation of resources."

35. WE
SELL
CHICKEN

36. it won’t come out of your horn.
Music
If you don’t live it…
it won’t come out of your horn.
Charlie Parker

37. Ask 5-6 employees: “What are our top 3 business priorities?”

38. Contented Cows Are
Committed
Enabled

39. Training

40. Work Must Matter

41. Show them how their work matters.

42. 7 Simple Questions How do you think you’re doing?
1 thing you could do better?
What help do you need?
1 thing others could do better?
1 thing you like most working here?
1 thing you like least?
If you were me, 1 thing you’d do differently?

43. Define jobs in terms of
outcomes
Not just
activities

44. Contented Cows Are
Committed
Enabled
Cared About

45. If you care, you…
Tell the truth
Say “thank you” a lot

46. “A man will fight long and hard for a bit of colored ribbon.”
Napoleon Bonaparte

47. Send handwritten thank you notes.

48. Flexible work hours
Surprise time off
Friday blowout

49. Acknowledge birthdays, anniversaries, special accomplishments, etc, of your employees, and their family members.

50. Managers car wash

51. Volunteer for dirty work

52. If you care, you…
Tell the truth
Say “thank you” a lot
“Sit on the footlocker”

53. Eleven questions 53

54. What is your name? (I’m not kidding.)
What are you really good at, at work? Outside of work?
What do you do for fun, at work? Outside of work? (Be careful )
What are you lousy at?
What would you like to do better at work?
What are a couple of your strongest passions? 54

55. How do you get to work each day. Do you drive. Alone, or with others
How do you get to work each day? Do you drive? Alone, or with others? Some other form of transportation? How long does it take?
Has there been some powerful life experience, good or bad, which impacts your approach to your work? (No need to go into detail, and if there isn’t one, that’s OK).
Who and what is most important to you, outside of work? (No need to pry.)
Is there something in particular about you, or your life experience, that especially suits you to serve some need in your work?
What are you having trouble with at work, that you could use someone’s help with? 55

56. Work is contractual
Engagement is
PERSONAL

57. Feed the troops
FIRST

58. © 2016 Contented Cow Partners, LLC | contentedcows.com
Give Better Milk
Standard title slide.
Title 44 to 60pt.
Subtext 30 to 36pt.
Conference logos or titles may be used and should appear in the lower right corner of the title slide only. Subtext is flush left, centered beneath the title.
@contentedcows
© 2016 Contented Cow Partners, LLC | contentedcows.com