bh management - sunny grosso - delivering happiness

BH Management!!

May 2014!!!

SUNNY GROSSO!COACHING AND CULTURE CHIEF!

BH Management!!

MAY 2014!!!

SUNNY GROSSO!COACHING AND CULTURE CHIEF!

TAKE A MOMENT TO THINK…

WHAT ARE YOUR GOALS

IN LIFE ?

TAKE A MOMENT TO THINK…

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

HOW CAN WE BE BETTER

IN LIFE AND

AT WORK ?

WHO’S SUNNY FROM DELIVERING HAPPINESS?!

HOW DID I GET HERE ?

HOW DID I GET HERE ?

…

?

COACHING

& CULTURE CHIEF

STORY OF

SCIENCE & SECRETS

WHY IT MATTERS

$!

24 MILLION CUSTOMERS

NEARLY $3B COMPANY

$265M

SF1999

35 EMPLOYEES

GROWING…

“A WOMAN’S DREAM CLOSET”

AND GROWING… ZAPPOS KENTUCKY WAREHOUSE

“PEOPLE WILL FORGET WHAT YOU SAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM

FEEL.” — MAYA ANGELOU

FREE SHIPPING 800# EVERY PAGE

24HR CALL CENTER 365 DAY RETURNS

75% REPEAT CUSTOMERS

CUSTOMER SERVICE #1 PRIORITY

CULTURE

#1 PRIORITY

HOW IS CULTURE NO1 PRIORITY?!

HIRE, MEASURE, FIRE

5 WEEKS OF TRAINING

$4000 TO QUIT. REALLY!

HAPPIER EMPLOYEES

HAPPIER CUSTOMERS

= =

SUCCESSFUL

COMPANY

A FORMULA WAS EMERGING..

!

NOV ‘09 AMAZON ACQUIRES ZAPPOS $1.2B

$0 to $3 BILLION*

ZAPPOS GROWTH

$3B

!550,000 COPIES SOLD! 20 LANGUAGES!!!

!#1 BESTSELLER: !!NYTIMES!

!WSJ!!AMAZON!!BARNES & NOBLE!!BORDERS!

!!!!

!!

WHOA.!

2010!

!2010 DELIVERING HAPPINESS BUS TOUR!

WE HEARD FROM AROUND THE WORLD!

SAME VISION!!!

NO MATTER WHAT !BACKGROUND!CULTURE!IDEAS!JOB!

HAPPINESS

GLOBAL MOVEMENT 100 COUNTRIES

TO SPREAD AND INSPIRE HAPPINESS IN THE WORLD

HOW? PCC

THAT’S GREAT, BUT IT’LL NEVER WORK

FOR OUR COMPANY!

87% UNHAPPY AT WORK!

*!Gallup!State!of!the!Global!Workplace!2013!!

Gallop!20XX!

$500B IN

LOSSES :(

Gallup!2012!

STORY OF

SCIENCE & SECRETS

WHY IT MATTERS

WARNING!

HUMAN SENSE

WHEN I GET _______ I WILL BE HAPPY!

SHORT TERM IS EASY

WE’VE BEEN GIVEN A FORMULA…

WHY ARE WE SO SUPERBAD AT PREDICTING OUR HAPPINESS?

HUMAN SENSE

WE’VE BEEN TOLD…

SUCCESS HAPPINESS

HAPPINESS SUCCESS

BUT, WE LIKE MONEY…

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

FAST FORWARD: TOP 5 REGRETS IN LIFE

*!Bronnie!Ware,!Pallia=ve!Care!Nurse!caring!for!pa=ents!in!last!12!weeks!of!life!

*!Bronnie!Ware,!Pallia=ve!Care!Nurse!for!pa=ents!in!last!12!weeks!of!life!

WHAT WILL YOUR ULOGY BE?

FAST FORWARD:

*!Bronnie!Ware,!Pallia=ve!Care!Nurse!caring!for!pa=ents!in!last!12!weeks!of!life!

*!Bronnie!Ware,!Pallia=ve!Care!Nurse!for!pa=ents!in!last!12!weeks!of!life!

…BUT ONLY 10% HAPPINESS IS PREDETERMINED

*Shawn!Achor,!The!Happiness!Advantage!

SCIENTIFIC SENSE

BRAINS PROCESS 40 BITS PER SECOND BUT WE RECEIVE 11 MILLION BITS

*informa=on!transmission!rate!of!each!5!senses!per!second!

ALL KNOW NEGATIVE PPL

WE START TO BELIEVE IT

90% OF HAPPINESS IS HOW OUR BRAINS PROCESS THE WORLD

CHANGE YOUR MINDSET, CHANGE YOUR WORLD

SCIENTIFIC SENSE

OUR BRAINS CAN BE REWIRED FOR HAPPINESS.

MASLOW’S HIEARCHY OF HUMAN NEEDS

SCIENTIFIC SENSE

SCIENTIFIC SENSE

BUSINESS

THE PARALLELS OF A GREAT BUSINESS AND HAPPINESS

LIFE

BUSINESS SENSE

BUSINESS SENSE

ZAPPOS

$0 to $3B*

$3B

BEST WORKPLACES vs S&P 500

BUSINESS SENSE

FOCUS ON CULTURE & EMPLOYEE WELL BEING

SCIENTIFIC SENSE

SCIENTIFIC SENSE

1998

A POSITIVE INTERACTION AT WORK HAS AN EFFECT 5X MORE PRODUCTIVE THAN A NEGATIVE ONE

SCIENTIFIC SENSE

SCIENTIFIC SENSE

effe

cts

of h

appi

ness

on

busi

ness

Results based on median results of happiest co’s vs least happy co’s

COULD THAT WORK FOR OUR COMPANY?!

HAPPINESS AS A BUSINESS MODEL

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

•  RIGHT EMPLOYEES, BAD EGGS WEED OUT!

•  DOING THE RIGHT THING, LONG TERM SUCCESS!

•  COMPETITIVE EDGE IN PERFORMANCE, PROFITS!

1

CULTURE

ECOSYSTEM

1 CULTURE AND GROWTH

GROWTH

!!…!COMPLEXITY!

FREEDOM!&!AUTONOMY!

%!HIGH!PERFORMING!EMPLOYEES!

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!

CORE VALUES DEFINE CULTURE

ZAPPOS 10 CORE VALUES

COWOWNED,!ALL!KNOW!!!!!!!!!#1!!WOW!EVERYDAY!WORD!!!!!!!MEARURED!IN!COOKIES!

CORE VALUES COMMIT, HIRE & FIRE

#1!IW!:!HOW!WEIRD!ON!SCALE!1W10!GUIDES!BEHAVIORS!EVERY!DAY!

58!

WARNING!

CULTURE

VALUES + BEHAVIORS + PURPOSE

PRACTICED OVER TIME

HOW DO YOU USE HAPPINESS AS A BUSINESS MODEL?

CONNECTEDNESS

ENGAGEMENT

COMMUNICATION

RESULTS

LIFE SPAN!

CASUAL COLLISSIONS - YOU CAN’T SCHEDULE INNOVATION

CONNECTEDNESS

EXPECTATIONS!EMOTIONS!EXPERIENCE!STORIES!CULTURE!

PERSONAL ! EMOTIONAL ! CONNECTION!

CONNECTEDNESS

CELEBRATE!

BIG TIP!

LIFE COACH

SENSE OF PROGRESS

ZU CLASSES RECOGNITION MERCH TEAM 6MO PROMOTIONS

BUILDS: AUTONOMY INNOVATION LEADERSHIP

SENSE OF CONTROL

HIGHER PURPOSE

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.

~SAINT EXUPERY

HIGHER PURPOSE

GIVES MEANING TO WORK

INSPIRES EMPLOYEES & CUSTOMERS

COMPASS FOR DECISION MAKING

HIGHER PURPOSE INSPIRE SOLUTIONS TO THE ENVIRONMENTAL CRISIS

VOLUNTEER 2MO YR WITH PAY

HIGHER PURPOSE = HIGHER PROFIT! !

WORLD’S 50 FASTEST GROWING BRANDS! !

THOSE WITH A HIGHER PURPOSE OUTPERFORMED S&P BY 400%! !

HIGHER PURPOSE PURPOSE & VALUES DRIVEN COMPANIES

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

IS HAPPINESS AT WORK!NICE TO HAVE !

OR MUST HAVE?!

MASS PRODUCTION MODEL OF 1950’s SQUEEZE THEM FOR EVERY DROP

YOU’RE LUCKY TO HAVE A JOB

TOP DOWN IS DYING NICE TO HAVE?

WORK LIFE INTEGRATION

QUALITY OF LIFE OVER MONEY & STABILITY

MILLENIALS RISING NICE TO HAVE?

TRANSPARENCY IS A TSUNAMI MUST HAVE

PSST, YOUR CULTURE IS SHOWING

THE NEW ENGAGEMENT

OK!Performance!

GOOD!Performance!

WOW!Performance!

COMMUNICATION!!GET!JOB!DONE!

ENGAGED!WITH!PROJECTS/TASKS!!RELIABILITY!!SHORT!TERM!MOTIVATION!!ENOUGH!TO!RETAIN?!

ENGAGED!WITH:!W PEOPLE!W PROJECTS!W PURPOSE!!LOYAL!EMPLOYEE!(WORD/MOUTH)!

!LONG!TERM!MOTIVATION!!TALENT!RETENTION!!MEANINFUL!CONNECTIONS!Disengaged!

Engaged!

Happy!

MUST HAVE

HAPPIER EMPLOYEES

HAPPIER CUSTOMERS

= =

SUCCESSFUL COMPANIES

& MEANINGFUL

LIVES

51%

!!

TURNOVER

22% PROFITABILITY

!! 7.5YEARS HEALTHIER & LONGER LIFE

HARVARD BUSINESS REVIEW JAN-FEB 2012 PURSUING HAPPINESS, LYUBOMIRSKY ET AL

GALLUP 2013

TIPPING POINT?

SO, WHERE DO !YOU START?!

1. ASK

WHAT DOES YOUR CULTURE LOOK LIKE?

IT’S HARD. START EARLY.

2. DEFINE YOUR CORE VALUES

WHAT ARE YOUR - PERSONAL - COMPANY’S VALUES? DO THEY ALIGN?

MANAGERS AMPLIFY CULTURE

BIG TIP FOCUS ON MANAGERS

WHAT’S THE LARGER VISION AND GREATER PURPOSE IN THEIR WORK BEYOND MONEY OR PROFITS?

WHAT WOULD YOU BE PASSIONATE ABOUT DOING IF YOU DIDN’T FEAR FAILURE AND DIDN’T MAKE ANY MONEY FOR 10 YEARS?

3. VISION & PURPOSE FOR EMPLOYEES

ENTREPRENEURS

COMMITMENT

WALK THE TALK

SHORT TERM THINKING

CAUTION!

IT’S ALL! ABOUT !

ALIGNMENT !REMINDER

SO…!CAN YOU !

QUANTIFY THAT?!

NIC MARKS, TED SPEAKER HOUSE OF PARLIAMENT 2012

HAPPINESS AT WORK SURVEY

YES!!!

HAPPINESS ROI CALCULATOR!

DELIVERINGHAPPINESS.COM!

TOOLS FOR YOU

ZAPPOS CULTURE BOOK!TOOLS FOR YOU

DELIVERINGHAPPINESS.COM!

SHOP@DH FEEL GOOD WHILE YOU DO GOOD!

DELIVERINGHAPPINESS.COM!

TOOLS FOR YOU

WHAT ARE YOU WAKING UP FOR?

DELIVERINGHAPPINESS.COM

IMAGINE…

THANK YOU!

THEN DO. Create change in the world more than we ever thought possible… with happiness.

HOW CAN WE HELP?

CULTURE BOOK

COPY OF PRESENTATION SUNNY@DELIVERINGHAPPINESS.COM

JOIN THE MOVEMENT

DELIVERINGHAPPINESS.COM FACEBOOK.COM/DELIVERINGHAPPINESS

TWITTER | @DHMOVEMENT

at WORK

JOIN THE MOVEMENT! DELIVERINGHAPPINESS.COM

SUNNY@DELIVERINGHAPPINESS.COM !