HIGH PERFORMANCE CULTURE

Poncho

• Managing the rockefeller habits• Gazelles

About you: be humble

• “he is more human because he has lived…”• Listen more than deciding• More grateful letters

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”

Make them do what they love

LOVE HATEFacilitating Making essays

Creating agendas Writing reportsTeaching Uploading pictures

*If someone hates everything?*Sales people usually hates reports

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”

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?

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.

Make it easier

• You go and fulfill the form• I hire someone who knows• It is about understandingthe costumer, not making himwork more.

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”

Have a purpose

• Innovation• Compete• Robin Hood• Ubiquity• Escape

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

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?)

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?

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

Enjoy and achieve it