Results That Last: Hardwiring Behaviors That Will Take Your Company to the Top / Edition 1by Quint Studer
Business results that truly last don't come from products and services or particular employees and leaders, no matter how good they are. Products change and evolve; people come and go. What really leads to sustainable business results over time is quality leadershipnot leaders, but leadership. Consistently excellent leadership is the key to long-term success… See more details below
Business results that truly last don't come from products and services or particular employees and leaders, no matter how good they are. Products change and evolve; people come and go. What really leads to sustainable business results over time is quality leadershipnot leaders, but leadership. Consistently excellent leadership is the key to long-term success and profitability. But how do you develop it?
In Results That Last, "Master of Business" Quint Studer shows you how to build an organizational culture that develops great leaders today and instills the mechanisms and the mindset that will continue to foster great leadership tomorrow. Studer pre-sents the most effective leadership practices and shows you how to apply them across every group, department, or division, resulting in improved leadership and performance on the individual, group, and organizational levels.
The practical and proven tools and techniques Studerreveals are designed to align your goals, behaviors, andprocesses in a way that virtually guarantees leadership excellence, vastly improved customer relations, and organizational outcomes. The Results That Last methodology provides real, workable solutions that help you:
- Standardize the behavior and responses of leaders to ensure a consistent experience for employees and customers
- Align processes to lessen confusion andincrease effectiveness
- Bring leaders in line with organizational goalsand values
- Adopt and master key tactics like Rounding for Outcomes and Managing Up
- Determine what employees need and want from leadership and how to deliver it, creating better morale and increased personal accountability
- Employ an objective evaluation system that keeps leaders on track to reach organizational goals and achieve personal excellence
Results That Last helps you develop standardized leadership practices that will survive in your organization much longer than any individual leader or team. The result is better strategy, better employee and customer relations, and bigger long-term profits. With the right practices in place, your organization's success won't depend on individuals. Instead, excellence will be hardwired into your culturegiving you a sustainable, tangible advantage over the competition.
Table of Contents
Chapter 1. Up Or Out.
Defining high, middle and low performers.
Dealing with high, middle and low performers.
Chapter 2. Round For Outcomes.
Five critical elements employees want from managers.
Nine steps for starting Rounding.
Chapter 3. Manage Up To Change Corporate Culture.
Art of Managing Up.
Handling Hand Offs.
Create A Cultural Shift (Feedback Systems).
Chapter 4. Build The Foundation (Passion And Purpose).
Connect The Dots.
Chapter 5. Reduce Leadership Variance.
Why Leaders Don't Standardize Behaviors.
Why Organizations Don't Achieve Lasting Results.
Five Ways To Reduce Leadership Variance.
Chapter 6. Measurement 101.
What Gets Measured Gets Improved.
Focus On Moving 4s To 5s.
Transparency - Helping People Understand The Metrics.
Demonstrating Return On Investment.
Chapter 7. Align Behaviors With Goals And Values.
Holding Leaders Accountable.
Leader Evaluation Tool.
How To Roll Out The Leader Evaluation Tool.
Chapter 8. Create and Develop Leaders.
Principles For Developing Leaders.
Phases Of Change.
Leadership Development Institutes.
Chapter 9. Satisfied Employees Mean A Healthy Bottom Line.
Three Building Blocks Of Employee Satisfaction.
Chapter 10. Know Your Employees "What".
Pursuing The Whats.
Chapter 11. Improve Employee Selection And Retention.
30 And 90 Day New Employee Meetings.
Chapter 12. Build Individual Accountability.
Renters Vs. Owners.
Strategies To Transform Renters Into Owners.
Chapter 13. Harvest Intellectual Capital.
Chapter 14. Recognize And Reward Success
Small Prizes Have Big Impact.
Reward And Recognition Change As You Mature
Power Of Reward And Recognition.
Hardwiring Thank You Notes.
How to Implement Reward And Recognition.
Chapter 15. Find And Recognize Heroes.
Power Of Hero Recognition.
How To Find Heroes.
Chapter 16. Build A Culture Around Service.
Standards of Behavior.
Summary of how Key Words Impact.
Chapter 17. Pre and Post Visit Phone Calls.
Impact on Customer likelihood to recommend.
Ability to exceed high customer expectations.
Impact on Bottom Line.
Opportunity to retain a customer even when things go wrong.
Chapter 18. Rounding On Your Customers.
The Importance Of Asking The Customer Their What.
Rounding On Customers.
Three Faces Of Rounding.
Deep Impact Rounding.
Chapter 19. Key Words At Key Times.
What Are Key Words.
How To Develop Key Words.
When To Use Key Words Have Even Great Impact.
About Studer Group.
Other Leaderhip Books By Quint Studer adn Studer Group.
and post it to your social network
Most Helpful Customer Reviews
See all customer reviews >