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Anthony Silard Presentation 2

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  • 1. Business Leadership Conference: Tg. Mures, Romania With the Support of The Post-Privatization Foundation September 29, 2010 Facilitator: Anthony Silard, President, The Executive Leadership Institute www.execleaders.com
  • 2. Leadership Session: Leading in Tough Economic TimesEconomic Times The Advanced Certification of Transformational Nonprofit Leadership December 3, 2009 The Center for Social Leadership COPYRIGHT CSL 2009
  • 3. Redefining Success “Success doesn’t come from aiming at success. Successaiming at success. Success comes from doing what you’re passionate about to the best of your ability.” COPYRIGHT CSL 2009
  • 4. Beyond the Goal COPYRIGHT ELI 2010 WWW.EXECLEADERS.COM
  • 5. Beyond the Goal COPYRIGHT CSL 2009
  • 6. What is Beyond the Goal for you? “Spend your whole life earning money to pass on to your children and they will spend it.and they will spend it. Spend your whole life building character to pass on to your children and they will keep it.” -- Anthony Silard COPYRIGHT CSL 2009
  • 7. Leading in Tough Economic Times: Strategy #2 Develop a Client-Service OrientationOrientation
  • 8. Leadership Character Quality: FOCUSFOCUS
  • 9. Vision-alignment at Nordstrom: Concrete Policies to Integrate Client- Service into Organizational Culture 1) Full inventory; Regional buyers to meet local preferences 2) Managers must first prove themselves on2) Managers must first prove themselves on the sales floor as SA’s 3) Unconditional, timeless merchandise guarantee
  • 10. Vision-alignment at Nordstrom: Concrete Policies to Integrate Client- Service into Organizational Culture 5) SA ‘forms a partnership’ with client: High- touch relationships and no department barriersbarriers 6) Hero culture: Top SA’s ‘Pacesetters’, ‘VIP Club’, ‘Employee of the Month’ 7) SA writes down client preferences, thank-you notes, personalized service
  • 11. Nordstrom Employee Handbook Welcome to Nordstrom We’re glad to have you with our Company. Our number one goal is to provide outstanding customer service. Set both your personal and professional goals high.Set both your personal and professional goals high. We have great faith in your ability to achieve them. Nordstrom Rules: Rule #1: Use your good judgment in all situations. There will be no additional rules. Please feel free to ask your department manager, store manager or division general manager any question at any time.
  • 12. From Fear to Empowerment “Management is afraid to give frontline employees the power and authority to make a difference. They are afraid someone will screw up, which will make them look bad. We all know mistakes will be made, and that every now and then there will be a bad apple.now and then there will be a bad apple. But that shouldn’t deter a company from following a process of continuing to improve how it functions. The leadership has to make it clear that empowering workers is part of the ethic and approach of the organization.” -- Donald Petersen, retired chairman, Ford Motor Company
  • 13. Vision-alignment at Dell: Meeting Client’s Needs 1) Client customizes own computer 2) Low inventory and no sunk costs from obsolete computers enables low prices 3) ‘Direct from Dell’: Quick turnaround3) ‘Direct from Dell’: Quick turnaround thanks to high-velocity, internet-based relationship with suppliers 4) Onsite technical warranty builds trust with client and brand equity
  • 14. Uncommon Client-Focus “On the Web, nobody knows I’m a CEO. I’ll hang out in chat-rooms where actual users commonly chat about Dell and our competitors. I listen to their conversations asI listen to their conversations as they discuss their purchases and their likes and dislikes. It’s a tremendous learning opportunity.” -- Michael Dell
  • 15. Uncommon Client-Focus “Beyond winning and satisfying your customer, the objective must be to delight your customer – and not just once but again and again.not just once but again and again. This leads to true customer loyalty, which sustains your success.” -- Michael Dell
  • 16. Uncommon Client-Focus Backstage at a U2 concert, it’s more like a dressing-room after a boxing or soccer match than a rock gig. You have to remember, for U2 everyYou have to remember, for U2 every night has to be the best night. And if it isn’t, there has to be a reason. We have very high standards and we always remember who pays our wages.” -- Bono
  • 17. Leading in Tough Economic Times: Strategy #2 Define Reality and HowDefine Reality and How Your Organization is Going to Change It COPYRIGHT CSL 2008
  • 18. Leading in Tough Economic Times: Strategy #3 Balance RealismBalance Realism with Optimism COPYRIGHT CSL 2008
  • 19. Leading in Tough Economic Times: Strategy #4 Be YourselfBe Yourself (with Purpose) COPYRIGHT CSL 2008
  • 20. “What you think should not always be what you say AUTHENTICITY .but what you say should always be what you think.”
  • 21. Leading in Tough Economic Times: Strategy #5 Become the Strongest Flower in Your Own Garden .Not a Weed in Someone Else’s COPYRIGHT CSL 2008
  • 22. Leading in Tough Economic Times: Strategy #6 To Build Relationships,To Build Relationships, Build Trust COPYRIGHT CSL 2008
  • 23. Leading in Tough Economic Times: Strategy #7 Create anCreate an Organizational Model that Fosters Innovation COPYRIGHT CSL 2009
  • 24. WWW.EXECLEADERS.COM Now that you have completed your leadership training with The Executive Leadership Institute, you have just begun! Here is how you can stay plugged in andHere is how you can stay plugged in and receive free leadership articles and videos from the world’s top leadership trainers including Anthony Silard, President of ELI, and other trainers from Harvard Business School, Oxford Business School, Georgetown Business School and more:
  • 25. www.execleaders.com 1) Register with username/password 2) Join Blog and Facebook group (in top right corner) 3) Provide Feedback on this conference (‘Feedback on top Navigation bar) 4) Share a Best Practice/Download free leadership4) Share a Best Practice/Download free leadership articles and videos 5) Receive leadership newsletter: The Balcony (Step Off the Stage and onto The Balcony to gain insights on your personal leadership style and observe yourself on stage) COPYRIGHT ELI 2010 WWW.EXECLEADERS.COM