nevada chamber of commerce keynote - sunny grosso - delivering happiness
DESCRIPTION
DH Nevada Chamber of Commerce Keynote 10.14.14TRANSCRIPT
Employer Healthcare Forum!October 2014!
!!
Sunny Grosso!Coaching and Culture Chief!
TAKE A MOMENT TO THINK…
WHAT ARE YOUR GOALS
IN LIFE ?
TAKE A MOMENT TO THINK…
HAPPINESS
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
HAPPINESS HASN’T CHANGED IN 50 YEARS
TEST ME! IF MONEY BUYS HAPPINESS… It SHOULD INCREASE WITH INCOME
HAPPINESS IS DYNAMIC.
HAPPINESS IS DYNAMIC.
1/3 OF OUR LIVES 90,000 HOURS
87% WORLD WORKFORCE
* Gallup State of the Global Workplace 2013
24% ACTIVELY
Gallop 20XX
Gallup 2012
$500B IN
LOSSES :(
HOW DOES THAT WORK META ANALYSIS I 263 STUDIES I 192 COMPANIES I 49 INDUSTRIES I 34 COUNTRIES
K
PI’S
AC
RO
SS T
OP
AN
D B
OTT
OM
CO
MPA
NIE
S
*GALLUP
Gallop 20XX
Gallup 2012
100 PERSON CO
$225K YR
WHAT’S IT COSTING YOU?
20-50% of your employees will leave this year
It costs 50-150%
of their salary to replace them
Imagine he was only going to close the door to new applicants?
THE SYMPTOMS ARE SHOWING
THE SYMPTOMS ARE SHOWING 60% more quality defects (Gallup)
49% more safety incidents (Gallup)
IMAGINE
16% beCer performance (HBR)
19% higher accuracy on tasks (Shawn Achor)
32% more commitment to the org (HBR 2012)
50% increase in produc>vity (Gallup)
33% higher profitability (Gallup)
37% higher sales (Shawn Achor)
44% higher reten>on (Gallup 2007)
46% more sa>sfied with their jobs (HBR)
66% less sick leave (Forbes, Jessica Pryce)
56% higher customer loyalty (HBR)
300% more innova>on (HBR)
IMAGINE PASSIONATE EMPLOYEES 76% WILL CHANGE
WITH INTERVENTION
STORY OF
THE SOLUTION
HOW TO APPLY IT
WHAT WE LEARNED SCIENCE & SECRETS
WHAT WE SAW WHAT WE DID ABOUT IT
TIPS, STEPS AND WARNINGS!
WHO’S SUNNY FROM DELIVERING HAPPINESS?
HOW DID I GET HERE ?
HOW DID I GET HERE ?
…
COACHING
& CULTURE CHIEF
24 MILLION CUSTOMERS
OH
@#$%
$265M
DOT COM
SF 1999 DOT-COM
35 EMP GROWING
“A WOMAN’S DREAM CLOSET”
…AND GROWING! ZAPPOS 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 I 800# EVERY PAGE I 24HR CALL CENTER I 365 DAY RETURNS
CUSTOMER SERVICE NO.1 PRIORITY
75% REPEAT CUSTOMERS
HOW DO YOU SUSTAIN GREAT CUSTOMER SERVICE?
HAPPY CUSTOMERS
= HAPPY
EMPLOYEES
CULTURE SUSTAINS HAPPINESS
NO.1 PRIORITY
HOW IS CULTURE NO.1 PRIORITY? HIRE, MEASURE, FIRE
5 WEEKS OF TRAINING
$4000 TO QUIT. REALLY!
CULTURE BOOK
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 MEASURED
CORE VALUES HELP DEFINE CULTURE
HAPPINESS AS A BUSINESS MODEL
HAPPY CUSTOMERS
= HAPPY
EMPLOYEES
= SUCCESSFUL COMPANY
& MEANINGFUL LIVES
& HAPPY
SHAREHOLDERS
NOV ‘09 AMAZON ACQUIRES ZAPPOS FOR $1.2B
$0 to $1 BILLION IN 8 YRS*
ZAPPOS GROWTH
$3B
FULL PRICE RETAILER I CULTURE #1 PRIORITY
!500,000+ COPIES SOLD! 20+ LANGUAGES!!!
!NO.1 BESTSELLER: !!NYTIMES!
!WSJ!!AMAZON!!BARNES & NOBLE!!BORDERS!
!!!!
!!
WHOA.!
2010
!2010 DELIVERING HAPPINESS BUS TOUR!
WE HEARD FROM AROUND THE WORLD NO MATTER WHAT !BACKGROUND!BELIEFS!CULTURE!!
HAPPINESS
GLOBAL MOVEMENT
100K PEOPLE 100 COUNTRIES
HOW? PCC.
Happier Companies
Happier People
Happier Communities
HAPPIER PEOPLE
HAPPIER COMPANIES
HAPPIER COMMUNITIES
COACHING CONSULTING
TOOLS & METRICS
COMPANIES CULTURE CHANGE HAPPINESS AS A BUSINESS MODEL
2010
Happier Companies
Happier People
Happier Communities
HAPPIER COMPANIES
Happier Companies
Happier People
Happier Communities
HAPPIER COMPANIES
ñ ñ 39% MONTHLY SALES 92% UNPLANNED ABSENCE
250 COMPANIES 30 COUNTRIES
THAT’S GREAT, BUT IT’LL NEVER WORK FOR MY COMPANY!
STORY OF
THE SOLUTION
HOW TO APPLY IT
WHAT WE LEARNED SCIENCE & SECRETS
WHAT WE SAW WHAT WE DID
TIPS, STEPS AND WARNINGS
THINK ABOUT YOU FOR A SECOND…
Happier Companies
Happier People
Happier Communities
SUCCESS HAPPINESS
HAPPINESS SUCCESS
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, PalliaXve Care Nurse caring for paXents in last 12 weeks of life
* Bronnie Ware, PalliaXve Care Nurse for paXents in last 12 weeks of life
THE EXPERTS > FAST FORWARD TOP 5 REGRETS IN LIFE
WHAT WILL YOUR EULOGY BE?
FAST FORWARD
* Bronnie Ware, PalliaXve Care Nurse caring for paXents in last 12 weeks of life
* Bronnie Ware, PalliaXve Care Nurse for paXents in last 12 weeks of life
…BUT ONLY 10%
HAPPINESS IS PREDETERMINED
*Shawn Achor, The Happiness Advantage
BRAINS PROCESS 40M BITS PER SECOND BUT WE RECEIVE 11M BITS PER SECOND
*informaXon transmission rate of all 5 senses per second
IT’S ABOUT WHAT WE FOCUS ON FOCUS ON NEGATIVE, SEE NEGATIVE
UP TO 90% OF HAPPINESS IS HOW OUR BRAINS PROCESS THE WORLD
CHANGE YOUR MINDSET, CHANGE YOUR WORLD
OUR BRAINS CAN BE REWIRED FOR HAPPINESS.
WHY DO WE GET THIS WRONG?
PSYCHOLOGY
1998
A POSITIVE INTERACTION AT WORK HAS AN EFFECT 5X MORE PRODUCTIVE THAN A NEGATIVE ONE
15 YEARS OF RESERCH HUNDREDS OF STUDIES
HAPPINESS IS SERIOUS BUSINESS
3 TYPES OF HAPPINESS
POP QUIZ. CAN YOU TELL WHICH IS HAPPIER? PLEASURE, SUPERFICIAL FAVORABLE GENE EXPRESSION IMMUNE, ANTIVIRAL, INFLAMATORY
PURPOSE, MEANINGFUL ADVERSE GENE EXPRESSION INFLAMATION, ANTIBODY, ANTIVIRAL
1 “GET THE
CULTURE RIGHT THEN EVERYTHING
ELSE WILL FALL INTO
PLACE”
1
ATMOSPHERE
HAPPY EMPLOYEES
HAPPY CUSTOMERS
= =
SUCCESSFUL
COMPANY
THE FORMULA IS NOT HARD
CULTURE IS THE SECRET SAUCE
GUIDELINES I LIVED I CO-‐OWNED I MEASURED
SUSTAINABLE
IT SOUNDS… SOFT
MASLOWS HIERARCHY OF HUMAN NEEDS
E
ffect
s of
hap
pine
ss o
n bu
sine
ss
WHY FOCUS ON THE SOFT STUFF
*mean difference between happiest vs least happy workplaces
WHY FOCUS ON THE SOFT STUFF
FOCUS ON THE SOFT STUFF
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!
CULTURE IS NOT ABOUT WHAT YOUR VALUES ARE IT’S ALL ABOUT ALIGNMENT
GROWTH
… COMPLEXITY
FREEDOM & AUTONOMY
% HIGH PERFORMING EMPLOYEES
CULTURE IS ABOUT SUSTAINABLY SCALING
GROWTH
… COMPLEXITY
FREEDOM & AU
TONOMY
% HIGH PER
FORMING EM
PLOYEES & H
APPINESS!
CULTURE IS ABOUT SUSTAINABLY SCALING
CULTURE & STRATEGY HIGHEST LOYALTY IN THE INDUSTRY
LOYAL I CANT COPY I RESILIANCE IN HARD TIMES I ‘91 GAS CRISIS
HOW STRONG IS YOUR CULTURE, WOULD PEOPLE STICK WITH YOU IN A CRISIS?
BE INTENTIONAL!
WE ARE ALWAYS EITHER AFFECTING
OR INFECTING OTHERS
CULTURE IS CONTAGIOUS
LET’S TRY!
CULTURE TIP-‐ IT’S ORGANIC BOTTOM UP TOP DOWN FIND YOUR CULTURE CHAMPS
STORIES SHOW YOUR REAL CULTURE!
WHAT ARE YOUR CULTURE STORIES?
CULTURE TIP
INTEGRITY
COMMUNICATION
RESPECT
EXCELLENCE
CULTURE CAUTION
ENCOURAGE DEPTH & NUMBER OF CONNECTIONS
1 MAIN ENTRANCE…
CONNECTEDNESS TIP
CONNECTEDNESS TIP
COLABORATIVE ENVIRONMENT
APPLY THE SCIENCE 4min “lunch Line”
PERSONAL EMOTIONAL CONNECTION
CELEBRATE
BIG TIP
CONNECTEDNESS IS PERSONAL
LET’S TRY!
“Happiness does not come so much from within than it does from between”
Tony Hsieh
CONNECTEDNESS
SENSE of PROGRESS TIP HELP EMPLOYEES FEEL PROGRESS BY SETTING, MEASURING & CELEBRATING GOALS CREATIVELY
PROMOTION
18 Months
PROMOTION
PROMOTION
6 Months
6 Months
6 Months
SENSE of CONTROL TIP START SMALL! THE STRONGER THE CULTURE, MORE THE AUTONOMY.
SENSE of CONTROL TIP START SMALL! THE STRONGER THE CULTURE, MORE THE AUTONOMY.
VISION
CLARITY OF ROLE PART OF SOMETHING BIGGER
PURPOSE IS ESSENTIAL
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
PURPOSE TIP CONNECT CUSTOMERS TO HIGHER PURPOSE
TOYOTA TRADER JOE’S NEW BALANCE STARBUCKS AMAZON BMW CATEPILLAR EBAY IDEO IKEA ZAPPOS
JET BLUE JOHNSON & JOHNSON HONDA LL BEAN METHOD REI SOUTHWEST
PURPOSE DRIVEN CO’S
COMPANIES WITH A HIGHER PURPOSE OUTPERFORMED S&P BY 400%
!
PURPOSE = PROFITS
IS HAPPINESS AT WORK NICE TO HAVE
OR NEED TO HAVE?
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
WORK LIFE INTEGRATION
QUALITY OF LIFE OVER MONEY
NICE OR NEED MILLENIALS RISING
PSST, YOUR CULTURE IS SHOWING
NICE OR NEED TRANSPARENCY IS A TSUNAMI
WHERE DO I BEGIN? 3 TOOLS & 3 STEPS
NIC MARKS, TED SPEAKER HOUSE OF PARLIAMENT 2012
FREE : ) TOOLS FOR YOU 1. HAPPINESS AT WORK SURVEY
DELIVERINGHAPPINESS.COM
TOOLS FOR YOU 2. CULTURE BOOK
FREE : )
DEFINE YOUR CULTURE
DELIVERINGHAPPINESS.COM
TOOLS FOR YOU 3. CULTURE DESIGN
CULTURE BY DESIGN OR CULTURE BY DEFAULT?
STEP 1. ASK
TIP. FOCUS ON MANAGERS
SAYING HELLO TO A NEW EMPLOYEE INCREASES PRODUCTIVITY 15% FOR 9 MONTHS
HOW DO YOUR EMPLOYEES FEEL? HOW DO YOUR CUSTOMERS FEEL?
STEP 2. INVESTIGATE
WHAT WOULD YOU DO EVERY DAY FOR THE NEXT 10 YEARS WITHOUT GETTING PAID?
TIP. EXPLORE PASSION
IT’S HARD. START EARLY. WHAT ARE YOUR PERSONAL COMPANY DO THEY ALIGN?
STEP 3. DEFINE YOUR VALUES
TIP. INCLUDE VALUES IN DAY-‐TO-‐DAY
* Bronnie Ware, PalliaXve Care Nurse caring for paXents in last 12 weeks of life
* Bronnie Ware, PalliaXve Care Nurse for paXents in last 12 weeks of life
ASK YOURSELF..
WHAT WILL YOUR EULOGY BE? HOW WILL YOU CHANGE
I WISH TO I LIVED?
DELIVERINGHAPPINESS.COM
THINK OF ONE THING YOU WILL DO REALLY! READY?
THEN … DO.
HOW CAN WE HELP?
CULTURE BOOK
COPY OF PRESENTATION [email protected]
JOIN THE MOVEMENT
DELIVERINGHAPPINESS.COM FACEBOOK.COM/DELIVERINGHAPPINESS
TWITTER | @DHMOVEMENT