dispatches from the new world of work

The Letter Laws

Howard-Hilton-Herb. Howard Schultz, Starbucks founder, visits 25 stores a week. Master hotelier Conrad Hilton says his only advice is "Don't forget to tuck the shower curtain into the bathtub." Southwest Airlines founder Herb Kelleher says his only advice is "You have to treat your employees as your primary customers."

My translation, more or less "all you need to know to succeed":

Stay in touch. [Howard]
Sweat the details. [Hilton]
Put your people first. [Herb.]

KRP

K = R = P
Kindness = Repeat business = Profit

LTYA

Listen.
Say "Thank you."
Apologize.

If you can become a full-fledged "professional" listener and master the arts of appreciation and apology [accountability], you will be 75 yards down the 100-yard path to success.

WDYT

What.
Do.
You.
Think.

"What do you think?" = Arguably the four most important words in business/leadership success.

Resilience.
Relentlessness.

The successful person's "top 2" key traits.

RFA

Ready.
Fire.
Aim.

Vigorous action-relentless experimentation = [Only] effective foundation of progress, personal or organizational.

FFF

Fail.
Forward.
Fast.

(This is RFA's necessary handmaiden.)

ROIR

Return On Investment in Relationships.
Medium- to long-term: Relationships = Everything.
Hence: Purposeful investment in relationships is the most important "ROI."

C(I)>C(E)

Internal customers are more important than external customers when it comes to execution.

And, of course, always to be repeated in this space as my "signoff":

EXCELLENCE. Always.
If not EXCELLENCE, what?
If not EXCELLENCE now, when?

Tom Peters posted this on 06/23/10.