1. The Magic of Exceptional Leadership, Teamwork & Service Doug Lipp G. Douglas Lipp & Associates G. Douglas Lipp & Associates Presented to SIM DFW Chapter March 3, 2008

2. www.DougLipp.com The Magic of Exceptional Leadership, Teamwork & Service

3. www.DougLipp.com Confession: There is no “Magic”

4. www.DougLipp.com Confession: There is no “Magic” It’s Doing Ordinary Things Extraordinarily Well

5. www.DougLipp.com The Challenge of Outwitting, Outplaying, and Outlasting Your Competition

6. www.DougLipp.com “Be Willing to Change To Remain the Same”

7. www.DougLipp.com Organizations That Reinvent Themselves Doug Lipp

8. www.DougLipp.com Organizations That Reinvent Themselves Will Dominate Their Market! Doug Lipp

9. www.DougLipp.com Maximize Your Potential:

10. www.DougLipp.com Maximize Your Potential: Overcome the Obstacles

11. www.DougLipp.com Maximize Your Potential: Overcome the Obstacles Create the Opportunities

12. www.DougLipp.com The Obstacles

13. www.DougLipp.com Obstacle #1 Let The “Old Ways” Rule

14. www.DougLipp.com “Old Ways” Stuck in A Rut We’ve never done it this way Back in the good ‘ol days… That’s their job… What would Walt say?

15. www.DougLipp.com Obstacle #2 “We’re Soooo Good”

16. www.DougLipp.com “Soooo Good” Arrogance Complacency The One-Trick Pony

17. www.DougLipp.com Obstacle #3 Everyone Else is: “A Jerk” “Incompetent” “Too Demanding”

18. www.DougLipp.com “Everyone Else is a Jerk” Mutual Bashing & Contempt Robotic / Self-Centered Other Person’s / Group’s Fault No Trust / Mud in Middle

19. www.DougLipp.com Obstacle #4 “Save” Your Way to Prosperity

20. www.DougLipp.com Save to Prosper Fire the Matterhorn Climbers! Tinkerbell? What’s the ROI? Who Needs Training?

21. www.DougLipp.com Save to Prosper Fire the Matterhorn Climbers! Tinkerbell? What’s the ROI? Who Needs Training? Don’t Value Your Value

22. www.DougLipp.com The Opportunities

23. www.DougLipp.com Opportunity #1 Communicate

24. www.DougLipp.com Communicate

25. www.DougLipp.com Communicate Tear Down the Walls

26. www.DougLipp.com Communicate Tear Down the Walls Consistency & Discipline

27. www.DougLipp.com Communicate Tear Down the Walls Consistency & Discipline Words + Actions = Execution

28. www.DougLipp.com Communicate Hire Right

29. www.DougLipp.com Communicate Hire Right Train Right

30. www.DougLipp.com Communicate Hire Right Train Right Treat Right

31. www.DougLipp.com Communicate To Achieve & Sustain Your Culture

32. www.DougLipp.com “We have a tendency to live in our own silos”

33. www.DougLipp.com

36. Core Values

37. www.DougLipp.com Communicate [Disney Land is]… “The Happiest Place on Earth”

38. www.DougLipp.com Communicate “The Happiest Place on Earth” “We Improve Peoples’ Lives”

39. www.DougLipp.com Does Your Culture Reward Creative Thinkers?

40. www.DougLipp.com The FedEx “Magic 7” Words:

41. www.DougLipp.com The FedEx “Magic 7” Words: “I Don’t Know, What do You Think?”

42. www.DougLipp.com Opportunity #2 Observe, Imagine, Deliver

43. www.DougLipp.com Opportunity #2 Observe, Imagine, Deliver Expanding the Possibilities… …Through Teamwork!

44. www.DougLipp.com Balanced Teams Can: Outwit, Outplay, and Outlast The Competition

45. www.DougLipp.com Teamwork

46. www.DougLipp.com Teamwork Seeing the Possibilities = Outwit

47. www.DougLipp.com Teamwork Seeing the Possibilities = Outwit Being Flexible = Outplay

48. www.DougLipp.com Teamwork Seeing the Possibilities = Outwit Being Flexible = Outplay Relying on Your Team = Outlast

49. www.DougLipp.com Opportunity #3 The World Is Changing… Are You?

50. www.DougLipp.com Are We Looking At the Same Thing?

51. www.DougLipp.com When is a Train, Not a Train?

52. www.DougLipp.com How “Clean” Is Clean?

53. www.DougLipp.com Survival of the Fittest Lessons From:

54. www.DougLipp.com Survival of the Fittest Lessons From: Bell Mobility

55. www.DougLipp.com Survival of the Fittest Lessons From: Bell Mobility Starbucks

56. www.DougLipp.com Survival of the Fittest Lessons From: Bell Mobility Starbucks P&G

57. www.DougLipp.com Opportunity #4 Creativity “Disney Style” Know Your Customer!

58. www.DougLipp.com Opportunity #4 Creativity “Disney Style” Walk In Their Shoes

59. www.DougLipp.com Walk In Their Shoes Think for Your Customer…

60. www.DougLipp.com Walk In Their Shoes Think for Your Customer… Solve Their Problems!

61. www.DougLipp.com Walk In Their Shoes Think for Your Customer… Solve Their Problems! Prove Your Value!

62. www.DougLipp.com Walk In Their Shoes Think for Your Customer… “Where did I park my car?”

63. www.DougLipp.com Walk In Their Shoes Think for Your Customer… “When is the 3:00 Parade?”

64. www.DougLipp.com Walk In Their Shoes Think for Your Customer… Popcorn Empowerment

65. www.DougLipp.com Walk In Their Shoes Think for Your Customer… Tigger Teambuilding

66. www.DougLipp.com Opportunity #5 Life on the Highwire The Best Teams are Balanced Where Do You Stand?

67. www.DougLipp.com Outstanding Service & Leadership A Balancing Act of: Art & Science Maintenance & Risk-Taking

68. www.DougLipp.com Opportunity #6 It’s Up to You!

69. www.DougLipp.com Opportunity #6 It’s Up to You! What Will You: Start, Stop & Continue

70. www.DougLipp.com Mental Toughness

71. www.DougLipp.com Mental Toughness Happiness

72. www.DougLipp.com Mental Toughness Performance Happiness

73. www.DougLipp.com Mental Toughness HealthPerformance Happiness

74. www.DougLipp.com Mental Toughness HealthPerformance Happiness

75. www.DougLipp.com Mental Toughness HealthPerformance Happiness

76. www.DougLipp.com Short-Term (This Week) Start: Stop: Continue: Long-Term (Within 1 Month) Start: Stop: Continue: StartStop Continue

77. www.DougLipp.com Lead The Way! Your Employees And Customers Will Follow