1. 1. People&'&Performance&'&Priorities Brent&Darden,&Owner& Brent&Darden&Consulting
2. 2. PRIORITIES PEOPLE PERFORMANCE
3. 3. POSSIBILITIES
4. 4. PEOPLE
5. 5. IHRSA MEMBER RETENTION REPORT: Volume 1 | Issue 3 Focus on Member Loyalty What makes good clubs good and bad clubs bad? C retentionpeople the Customer Experience Solutions from the Retention Experts People
6. 6. Talent Acquisition
7. 7. Recruiters use of online resources to vet candidates
8. 8. Norman Brinker- wasnt a fan of hiring people to play rst base; he just wanted to hire a good baseball player
9. 9. Interview Hard Manage Easy
10. 10. Homework Works
11. 11. INSIGHTFUL INTERVIEW QUESTIONS INSIGHTFUL INTERVIEW QUESTIONS
12. 12. HIRE FROM WITHIN EXTERNAL HIRES ARE 61% MORE LIKELY TO BE FIRED THAN INTERNAL PROMOTES. INC. MAGAZINE
13. 13. On-boarding Experience
14. 14. PERFORMANCE
15. 15. High achievement always takes place in the framework of high expectation
16. 16. GRAND CANYON: Most Dicult / Isolated New Hance TrailFor those seeking a more rugged, and therefore more secluded experience, the New Hance trail oers both. Of our trips along this path, human contact has only occurred twice! Just nding the unmarked trailhead takes quite a bit of luck and eort! For much of this hike you will be using your hands, feet, elbows, heels, backside, heck maybe even your forehead! It oers no reliable water sources, involves scrambles over rugged unmaintained trail, and features numerous technical obstacles.
17. 17. The loftier the building, the deeper must the foundation be laid. - Thomas Kempis
18. 18. 250 Cultural Commitment!
19. 19. Yo u g e t w h a t y o u D E M A N D y o u e n c o u r a g e w h a t y o u T O L E R A T E
20. 20. I G N I T ED I S C R E T I O N A RY E N E RG Y / E F F O RT
21. 21. 30% 52% 18% Gallups State of the American Workplace - 2013 Engaged Disengaged Actively Disengaged * 350,000 respondents
22. 22. ENGAGEMENT CATEGORIES 1 Engaged employees work with passion and feel a profound connection to their company. They drive innovation and move the organization forward. 2 Not Engaged employees are essentially checked out. Theyre sleepwalking through their workday, putting time but not energy or passion into their work. 3 Actively Disengaged employees arent just unhappy at work; theyre busy acting out their unhappiness. Every day, these workers undermine what their engaged coworkers accomplish.
23. 23. 01 I know what is expected of me at work. 07 At work, my opinions seem to count. 02 I have the materials and equipment I need to do my work right. 08 The mission or purpose of my company makes me feel my job is important. 03 At work, I have the opportunity to do what I do best every day. 09 My associates or fellow employees are committed to doing quality work. 04 In the last seven days, I have received recognition or praise for doing good work. 10 I have a best friend at work. 05 My supervisor, or someone at work, seems to care about me as a person. 11 In the last six months, someone at work has talked to me about my progress. 06 There is someone at work who encourages my development. 12 This last year, I have had opportunities at work to learn and grow. GALLUPS Q12
24. 24. Gallup found that engaged employees are in better health and have healthier habits!
25. 25. When people are placed in positions or given responsibilities that do not take advantage of their individual strengths, they are like sundials in the shade. Abraham Lincoln
26. 26. Lead With Heart There is a direct link between empathy and commercial success. Belinda Parmar - Harvard Business Review
27. 27. Thriving - 67% Struggling - 33% Suffering - 1% How do employees describe their wellbeing?
28. 28. Kill your performance ratings?
29. 29. Pay attention to your employees any kind of attention!
30. 30. 1 2 3 4 5 6 7 8 9 10 ? Crucial Conversations Feedback Continuum
31. 31. Human Capital Pyramid People Performance Grid High Values/ Low Performance High Values/ High Performance Low Values/ Low Performance Low Values/ High Performance By Gary Hamell
32. 32. Cull the Herd When Necessary
33. 33. Identify & Implement pride builders
34. 34. B A N D W A G O N t h e e f f e c t
35. 35. Recognize & Celebrate Success!
36. 36. Employee of the Moment
37. 37. Tie Recognition to specific behaviors and values.
38. 38. What's going on at TELOS? Stay in the know... View this email in your browser IT'S PERSONAL. IT'S A GREAT DAY TO BE A PART OF TEAM TELOS. Below are the weekly updates and recent CIA recipients. CIAS: Chris R.- for sharing our facebook posts and inviting friends to visit the club on facebook. Interns and Avri- for helping to prepare for the All Staff meeting. Lindsay S.- for assisting with party dcor. Member comment of the week: "TELOS does a great job at keeping the member experience at a high level. And they care about the well being of each member." Highlight of the week: T-shirts for the Anniversary Party! T-shirts for employees to promote the party will be in this Friday afternoon. Stop by the business office to pick yours up! Avri Boswell To: Brent Darden FW: TELOS: Team Talk October 1, 2013 11:13 AM
39. 39. Promote Potential Reward
40. 40. Tell Me Follow the Tell Me - Show Me - Involve Me Formula Show Me Involve Me
41. 41. ENTREpLOYEES
42. 42. PRIORITIES
43. 43. Understand the Principle of Strategic Consumption"
44. 44. Norman Brinker- wasnt a fan of hiring people rst base; he just wanted good basebal Master B S Business Simplication
45. 45. The Whyof everyday work?
46. 46. Establish & Share the goal Hierarchy
47. 47. 5 Things Loyal Members/ Promoters Care About Most: 1. Friendly staff / trainers / instructors 2. Plenty of good quality / working equipment 3.Variety and schedule of classes / programs 4. Clean facility 5. Good customer service
48. 48. Members experience is largely driven by their satisfaction with the fundamentals cleanliness, friendliness, facility, 1Thisdocumentisconden/alandisintendedsolelyfortheuseandinforma/onoftheclienttowhomitisaddressed. 11% (8.8) 11% (9.2) 10% (8.8) 10% (8.3) 7% (8.7) 6% (8.5) 6% (9) 40% (NA) Top Drivers Weight (%); Avg Score (X.X) Gym Cleanliness Front Desk Staff Equipment Condition Locker Room/Showers Equipment Selection Group Exercise Programs Personal Training Staff Other Touchpoints that Drive Retention (surveyed members only All Clubs) communicate the investments you make in these areas.
49. 49. THE BETTER QUESTION IS NOT DID I DO MY JOB? BUT IS THE CUSTOMER HAPPY?
50. 50. Commitment Avoid Commitment Drift.
51. 51. Distinguish the Important from the Crucial. Distinguish the Important from the Crucial.
52. 52. Mission First People Always
53. 53. No amount of success at work can compensate for failure at home. 1. Faith 2. Family 3. Friends 4. Fitness 5. Finance
54. 54. www.brentdarden.com brent@brentdarden.com
55. 55. Underwrite Mistakes When Necessary
56. 56. In my experience, the thing that has the most significant impact on a movies budgetbut never shows up in a budgetis morale. If you have high morale, for every $1 you spend, you get about $3 of value. -Brad Bird
57. 57. Traditions Training
58. 58. Coaching is not what you know. Its what your student learns. - Andre Agassi
59. 59. ` all organizations are perfectly aligned to get the results they are getting.
60. 60. share goalswide company
61. 61. People ~ Performance ~ Priorities March 2016 www.brentdarden.com
62. 62. EXERCISE THE LEADERS INVITATION