This document discusses building a high performance culture through various strategies: 1) Get the best team possible by investing in hiring selectively and selling your vision to attract industry leaders. Ensure people are doing work they love. 2) Create a sense of community and commitment from new employees by introducing them around and sharing good stories about others. 3) Understand customers deeply by learning their stories so they feel satisfied. Make the customer experience easier by fulfilling forms or delivering products quickly. 4) Have an audacious goal like reaching a large number of customers or becoming the #1 brand to motivate high performance. Accomplish the brand promises around consistency and customer experience.

1. HIGH PERFORMANCE CULTURE
Poncho

2. • Managing the rockefeller habits
• Gazelles

3. About you: be humble
• “he is more human because he has lived…”
• Listen more than deciding
• More grateful letters

4. Get the best team you can
• Invest time in hiring the best team
– Selling your vision / increasing your reputation
– Industry leader
– Industry media (They talk about you, or you do it
yourself / which words do you own?)
– “If we are going to be the best engineering
company we need the best engineers”

5. Make them do what they love
LOVE HATE
Facilitating Making essays
Creating agendas Writing reports
Teaching Uploading pictures
*If someone hates everything?
*Sales people usually hates reports

6. Create community in your
membership
• Our community
• 4mdd wall
• Fanatical support (a person not a machine 3
rings) “I pay 40% more for that.
• “I’m so good that the boss lent it to me”

7. Create committment from the
beginning
• New employee/member
– You introduce him all around
– You tell good stories about the others
– Party is when you arrive not when you go
– Gift to your parents? Wife?

8. Understand the customer
• Credit cards
– Pay me
– “How can I help you? Gifts books”
Eps? Trainees?
If we understand the story of each client, we’ll have
satisfied clients.

9. Make it easier
• You go and fulfill the form
• I hire someone who knows
• It is about understanding
the costumer, not making him
work more.

10. Service your customer
• No charge for shipping
• I send you what you want, you try them, you
give back what you don’t want.
• Moving to Las Vegas (Hub FedEx)
• You buy shoes 6pm and 9am next day in your
door.
• 350 mdd to invest in Vegas improvement
• “We are drunk… we want pizza”

11. Have a purpose
• Innovation
• Compete
• Robin Hood
• Ubiquity
• Escape

12. Have an audacious goal
• # airplanes flying
• 32 restaurants in 10 years
– Due to the success of the first one, we opened
another one!
• A computer in each desktop running windows
• Number 1 brand in the planet

13. Promise your brand
• What do you promise to your customer?
• Southwest Airlines – “if you don’t want to
have fun… don’t come”
*consistency (the same all
around the world)
*fun – toys
*quick – food is waiting for you
(world is waiting for you?)

14. Accomplish your promise
• People don’t want the best, they want you to
accomplish what you promised.
– Aeroméxico: 7:00 – 8:20 always on time
• (delivery? Payment?)
• How likely are you of recommending me?
• Partner? Ep? Everest?

15. Be discipline
• Wake up : 5 priorities, nothing until they are
done.
• The most productive day…
• Inbox of other’s emergencies
• Manage your time / energy ( 9 to 12)
• “tell your head what you need to accomplish”
• Read it in present and positive

16. Enjoy and achieve it