September 15, 2014 in Maui, Hawaii Business Mastery International - Sunny Grosso Keynote

1. K2 ELITE MASTER MIND!
MAUI, SEPTEMBER 2014!
!
!
!
SUNNY GROSSO!
COACHING AND CULTURE CHIEF!

3. TAKE A MOMENT TO THINK…
WHAT ARE
YOUR GOALS
IN LIFE?

4. TAKE A MOMENT TO THINK…

5. WHEN I GET ________ I WILL BE HAPPY!
OUR BRAINS ARE
HARDWIRED TO
SEEK HAPPINESS.
YET WE’RE
SUPERBAD AT
PREDICTING
WHAT CAN SUSTAIN
IT.
LOTTERY WINNERS
TERMINALLY INJURED

6. HAPPINESS HASN’T CHANGED IN 50 YEARS
TEST ME! IF MONEY BUYS HAPPINESS…
HAPPINESS SHOULD INCREASE WITH INCOME

7. HAPPINESS IS DYNAMIC
HAPPINESS WORK
1/3 OF OUR LIVES AT WORK
90,000 HOURS
PART OF THE
FORMULA

8. 87% WORLD WORKFORCE
UNHAPPY
*
Gallup
State
of
the
Global
Workplace
2013

9. 71% US WORKFORCE
UNHAPPY
*
Gallup
State
of
the
Global
Workplace
2013
18% ACTIVELY

10. Gallop
20XX
Gallup
2012
$500B
IN
LOSSES
:(

11. HOW DOES THAT WORKGALLUP META ANALYSIS I 263 STUDIES I 192 CO’S I 49 INDUSTRIES I 34
COUNTRIES
KPI’SACROSSTOPANDBOTTOM
COMPANIES

12. WHAT IS THE COST
HALOGEN SOFTWARE ANALYSIS I 500 PERSON COMPANY I $3M

13. Gallop
20XX
Gallup
2012
AVERAGE
LOSS PER EMP
$2,246
100 PERSON
COMPANY
$225,000
WHAT IS IT COSTING YOU?

14. 20-50%
of your employees
will leave this year
It costs
50-150%
of their salary to
replace them
Imagine he was only going to close the door to new applicants?
THE SYMPTOMS ARE
SHOWING

15. THE SYMPTOMS ARE
SHOWING

16. IMAGINE

17. 16%
be8er
performance
(HBR)
19%
higher
accuracy
on
tasks
(Shawn
Achor)
32%
more
commitment
to
the
org
(HBR
2012)
50%
increase
in
produc8vity
(Gallup)
33%
higher
profitability
(Gallup)
37%
more
sales
(Shawn
Achor)
44%
higher
reten8on
(Gallup
2007)
46%
more
sa8sfied
with
their
jobs
(HBR)
66%
less
sick
leave
(Forbes,
Jessica
Pryce)
56%
higher
customer
loyalty
(HBR)
300%
more
innova8on
(HBR)
IMAGINE PASSIONATE EMPLOYEES
76% WILL CHANGE
WITH INTERVENTION

18. STORY OF
THE SOLUTION
HOW TO APPLY IT
WHAT WE LEARNED
SCIENCE & SECRETS
WHEN WE SAW
WHAT WE DID ABOUT IT
TIPS, STEPS AND WARNING!

19. WHO’S SUNNY
FROM DELIVERING HAPPINESS?
HOW DID
I GET HERE?

20. HOW DID I
GET HERE
…
x
?

21. …
x
HOW DID I
GET HERE?

22. 24 MILLION CUSTOMERS
$3B YR COMPANY

23. OH
@#$%
$265M

24. DOT
COM
SF 1999
DOT-COM
35 EMP
GROWING

25. “A WOMAN’S
DREAM CLOSET”
…AND GROWING!
ZAPPOS
WAREHOUSE

26. “PEOPLE WILL FORGET WHAT YOU
SAID, PEOPLE WILL FORGET WHAT
YOU DID, BUT PEOPLE WILL NEVER
FORGET HOW YOU MADE THEM
FEEL.”
— MAYA ANGELOU

27. FREE SHIPPING I 800# EVERY PAGE I 24HR CALL CENTER I 365 DAY RETURNS
CUSTOMER SERVICE #1 PRIORITY
75% REPEAT CUSTOMERS

28. HOW DO YOU SUSTAIN GREAT
CUSTOMER SERVICE?
HAPPY
CUSTOMERS= = SUCCESSFUL
COMPANY
HAPPY
EMPLOYEES

29. CULTURE
#1 PRIORITY

30. HOW IS CULTURE
NO.1 PRIORITY?
HIRE, MEASURE, FIRE
5 WEEKS OF TRAINING
$4000 TO QUIT. REALLY!
CULTURE BOOK

31. 1. Deliver WOW Through Service!
2. Embrace and Drive Change!
3. Create Fun and a Little Weirdness!
4. Be Adventurous, Creative, and Open-Minded!
5. Pursue Growth and Learning!
6. Build Open and Honest Relationships With Communication!
7. Build a Positive Team and Family Spirit!
8. Do More with Less!
9. Be Passionate and Determined!
10. Be Humble!
ZAPPOS 10 CORE VALUES
GUIDELINES
I
LIVED
I
CO-­‐OWNED
I
#1
WOW
EVERYDAY
WORD
I
MEARURED
CORE VALUES DEFINE CULTURE

32. NOV ‘09 AMAZON ACQUIRES ZAPPOS FOR $1.2B
$0 to $2 BILLION IN 10 YRS*
ZAPPOS GROWTH
$3B
FULL PRICE RETAILER I CULTURE #1 PRIORITY

33. !500,000+ COPIES SOLD!
20+ LANGUAGES!
!
!
!#1 BESTSELLER: !
!NYTIMES!
!WSJ!
!AMAZON!
!BARNES & NOBLE!
!BORDERS!
!
!
!
!
!!
WHOA.!
2010

34. 2010 DELIVERING HAPPINESS BUS TOUR!

36. WE HEARD FROM AROUND THE
WORLD
NO MATTER WHAT !
BACKGROUND!
BELIEFS!
CULTURE!
!
HAPPINESS

37. 100K PEOPLE
100 COUNTRIES
GLOBAL MOVEMENT

38. GLOBAL MOVEMENT
100K PEOPLE
100 COUNTRIES

39. ONE PCC AT A TIME

40. Book Tour
60K PEOPLE
250 COMPANIES
20 COUNTRIES
@Work
COMPANIES
USE HAPPINESS AS A BUSINESS MODEL
2010

41. THAT’S GREAT, BUT
IT’LL NEVER WORK
FOR MY COMPANY!

42. STORY OF
THE SOLUTION
HOW TO APPLY IT
WHAT WE LEARNED
SCIENCE & SECRETS
WHAT WE SAW
WHAT WE DID ABOUT IT
TIPS, STEPS AND WARNING!

43. THINK
ABOUT
YOU
FOR
A
SECOND…

44. SUCCESS HAPPINESS

45. HAPPINESS SUCCESS

46. 1. I WISH I HAD THE COURAGE TO LIVE A LIFE TRUE TO MYSELF,
NOT THE LIFE OTHERS EXPECTED OF ME
2. I WISH I HADN’T WORKED SO HARD
3. I WISH I’D HAD THE COURAGE TO EXPRESS MY FEELINGS
4. I WISH I HAD STAYED IN TOUCH WITH MY FRIENDS
5. I WISH I HAD LET MYSELF BE HAPPIER
*
Bronnie
Ware,
Pallia[ve
Care
Nurse
for
pa[ents
in
last
12
weeks
of
life
THE EXPERTS > FAST FORWARD
TOP 5 REGRETS IN LIFE

47. WHAT WILL YOUR ULOGY BE?
FAST FORWARD
*
Bronnie
Ware,
Pallia[ve
Care
Nurse
for
pa[ents
in
last
12
weeks
of
life

48. …BUT ONLY 10%
HAPPINESS IS PREDETERMINED
*Shawn
Achor,
The
Happiness
Advantage

49. CHANGE YOUR MINDSET, CHANGE YOUR WORLD
SCIENCE OF HAPPINESS
PREDETERMINED?
In our controlIn our control!
10%
Set Point
50%
Intentional
Activity
40%
Circumstanc
e
(Genetics?)

50. BRAINS PROCESS
40 BITS PER SECOND
BUT WE RECEIVE
11 MILLION BITS
*informa[on
transmission
rate
of
all
5
senses
per
second

51. 90% OF HAPPINESS IS
HOW OUR BRAINS
PROCESS THE WORLD
CHANGE YOUR MINDSET, CHANGE YOUR WORLD
OUR BRAINS CAN BE
REWIRED FOR
HAPPINESS.

52. WHY DO WE GET THIS
WRONG?

53. PSYCHOLOGY
1998

54. A POSITIVE INTERACTION AT WORKHAS AN EFFECT
5X MORE PRODUCTIVE THAN A NEGATIVE ONE
15 YEARS OF RESERCH
HUNDREDS OF STUDIES
HAPPINESS IS SERIOUS BUSINESS

55. 3 TYPES OF HAPPINESS

56. MASLOWS HIERARCHY
OF HUMAN NEEDS

58. “GET THE
CULTURE RIGHT
THEN EVERYTHING
ELSE WILL
FALL INTO
PLACE”

59. CULTURE
VEHICLE
ATMOSPHERE

60. How to make customers
& emp’s happy?
ASK
STUDY
Study and analyze
the science
Sustainable culture
of happiness
SOLUTION
Apply science
& evolve
ACT
HOW
DID
TONY
DO
IT?

61. HAPPY
EMPLOYEES
HAPPY
CUSTOMERS= = SUCCESSFUL
COMPANY
THE FORMULA
CULTURE IS THE SECRET SAUCE

62. BUT… THE
SOFT STUFF
IS THE
HARD STUFF

63. Effectsofhappinesson
business
FOCUS ON THE SOFT STUFF

64. FOCUS ON THE SOFT STUFF

65. FOCUS ON THE SOFT STUFF

66. STORY OF
THE SOLUTION
HOW TO APPLY IT
WHAT WE LEARNED
SCIENCE & SECRETS
WHAT WE SAW
WHAT WE DID ABOUT IT
TIPS, STEPS AND WARNING!

67. CULTURE
IS NOT ABOUT WHAT
YOUR VALUES ARE
IT’S ALL ABOUT
ALIGNMENT

68. GROWTH
…
COMPLEXITY
FREEDOM
&
AUTONOMY
%
HIGH
PERFORMING
EMPLOYEES
CULTURE IS ABOUT SUSTAINABLY SCALING

69. GROWTH
…
COMPLEXITY
FREEDOM
&
AUTONOMY
%
HIGH
PERFORMING
EMPLOYEES
&
HAPPINESS!
CULTURE IS ABOUT SUSTAINABLY SCALING

70. Thoughts
Words
Behaviors
Values
Learning
*Simon
Dolan
–
Coaching
by
Values,
2012
CULTURE IS A JOURNEY

71. BE INTENTIONAL!
WE ARE ALWAYS
EITHER AFFECTING OR
INFECTING
CULTURE IS CONTAGIOUS

72. INTEGRITY
COMMUNICATION
RESPECT
EXCELLENCE
CAUTION!

73. STORIES
SHOW
YOUR
REAL
CULTURE!
WHAT ARE YOUR
CULTURE STORIES?
CULTURE TIP

74. PERSONAL
EMOTIONAL
CONNECTION
CELEBRATE
BIG TIP
CONNECTEDNESS
IS
PERSONAL

75. ENCOURAGE
DEPTH
&
NUMBER
OF
CONNECTIONS
1 MAIN ENTRANCE…
CONNECTEDNESS
TIP

76. CONNECTEDNESS
TIP
COLABORATIVE
ENVIRONMENT
APPLY
THE
SCIENCE
4min
“lunch
Line”

77. LET’S
TRY!
“Happiness does not come so much
from within than it does from between”
Tony Hsieh

78. SENSE
of
PROGRESS
TIP
LET
EMPLOYEES
FEEL
PROGRESS
BY
SETTING,
MEASURING
&
CELEBRATING
GOALS
DIFFERENTLY!
PROMOTION
18
Months
PROMOTION
PROMOTION
6
Months
6
Months
6
Months

79. SENSE
of
PROGRESS
TIP
FEEDBACK
& COACHING
LET
EMPLOYEES
FEEL
PROGRESS
BY
SETTING,
MEASURING
&
CELEBRATING
GOALS
DIFFERENTLY!

80. SENSE
of
CONTROL
TIP
START
SMALL!
THE
STRONGER
THE
CULTURE,
MORE
THE
AUTONOMY.

81. SENSE
of
CONTROL
TIP
START
SMALL!
THE
STRONGER
THE
CULTURE,
MORE
THE
AUTONOMY.

82. SENSE
of
CONTROL
TIP
START
SMALL!
STRONGER
THE
CULTURE,
MORE
THE
AUTONOMY.

83. IF YOU WANT TO BUILD A SHIP,
DON’T DIVIDE THE WORK AND GIVE ORDERS.
INSTEAD TEACH THEM TO YEARN FOR THE VAST AND ENDLESS SEA.
PURPOSE
IS
ESSENTIAL
~SAINT EXUPERY

84. PURPOSE
TIP
HELP
PEOPLE
FIND
MEANING
AT
WORK!

85. PURPOSE
TIP
HELP
PEOPLE
CONNECT
TO
A
HIGHER
PURPOSE

86. COSTCO
CONTAINER STORE
GOOGLE
JET BLUE
JOHNSON & JOHNSON
HONDA
LL BEAN
METHOD
PATAGONIA
REI
SOUTHWEST
TOM’S
TOYOTA
TRADER JOE’S
NEW BALANCE
STARBUCKS
AMAZON
BMW
CATEPILLAR
EBAY
IDEO
IKEA
WHOLE FOODS
ZAPPOS
PURPOSE
DRIVEN
CO’S

87. IS HAPPINESS AT WORK
NICE TO HAVE
OR NEED TO HAVE?

88. MASS PRODUCTION MODEL OF 1950’s
SQUEEZE THEM FOR EVERY DROP
YOU’RE LUCKY TO HAVE A JOB
NICE OR NEED
TOP DOWN IS DYING

89. WORK LIFE INTEGRATION
QUALITY OF LIFE OVER MONEY
NICE OR NEED
MILLENIALS RISING

90. PSST, YOUR CULTURE IS SHOWING
NICE OR NEED
TRANSPARENCY IS A TSUNAMI

91. POOR
-­‐>
OK
Performance
60-­‐80%
ROI
GOOD
Performance
100%
ROI
WOW
Performance
120%
ROI
COMMUNICATION
GET
JOB
DONE
ENGAGED
WITH
PROJECTS/TASKS
RELIABILITY
SHORT
TERM
MOTIVATION
ENOUGH
TO
RETAIN?
ENGAGED
WITH:
-­‐ PEOPLE
-­‐ PROJECTS
-­‐ PURPOSE
LOYAL
EMPLOYEE
(WORD/MOUTH)
LONG
TERM
MOTIVATION
TALENT
RETENTION
MEANINFUL
CONNECTIONS
Disengaged
Engaged
Happy
NICE OR NEED
THE NEW ENGAGEMENT

92. WHERE DO I BEGIN?
3 TOOLS & 3 STEPS

93. NIC MARKS, TED SPEAKER
HOUSE OF PARLIAMENT 2012
FREE : )
TOOLS FOR YOU
1. HAPPINESS AT WORK SURVEY

94.
DELIVERINGHAPPINESS.COM
TOOLS FOR YOU
2. HAPPINESS ROI CALCULATOR
FREE : )

95.
DELIVERINGHAPPINESS.COM
TOOLS FOR YOU
3. CULTURE BOOK
FREE : )

96. FEEL GOOD WHILE YOU DO GOOD
DELIVERINGHAPPINESS.COM
TOOLS FOR YOU
3. SHOP@DH

97. 1. ASK
WHAT DOES YOUR
CULTURE LOOK LIKE?

98. TIP
FOCUS ON MANAGERS
SAYING
HELLO
TO
A
NEW
EMPLOYEE
INCREASES
PRODUCTIVITY
15%
FOR
9
MONTHS

99. 2. INVESTIGATE
HOW DO YOUR EMPLOYEES FEEL?
CUSTOMERS?

100. IT’S HARD.
START EARLY.
WHAT ARE YOUR
- PERSONAL
- COMPANY’S
DO THEY ALIGN?
3. DEFINE YOUR VALUES

101. *
Bronnie
Ware,
Pallia[ve
Care
Nurse
for
pa[ents
in
last
12
weeks
of
life
ASK YOURSELF..
WHAT WILL YOUR ULOGY BE?

102. HOW WILL YOU CHANGE
I WISH TO I LIVED?
IMAGINE…

103. THANK YOU!
THEN DO.

104. HOW CAN WE HELP?
CULTURE BOOK
COPY OF PRESENTATION
SUNNY@DELIVERINGHAPPINESS.COM
JOIN THE MOVEMENT
DELIVERINGHAPPINESS.COM
FACEBOOK.COM/DELIVERINGHAPPINESS
TWITTER | @DHMOVEMENT

105. at WORK
JOIN THE MOVEMENT!
DELIVERINGHAPPINESS.COM
SUNNY@DELIVERINGHAPPINESS.COM

106. WILL
CHANGE
WITH
INTERVENTION
GOOD NEWS
76% OF EMPLOYEES

107. SO…CAN YOU
QUANTIFY THAT?

108. CORE VALUES DEFINE CULTURE