Results That Last: Hardwiring Behaviors That Will Take Your Company to the Top
by Quint StuderRent Book
New Book
We're Sorry
Sold Out
Used Book
We're Sorry
Sold Out
eBook
We're Sorry
Not Available
Summary
Table of Contents
| Introduction | |
| Key Tactics | |
| Up Or Out | |
| Defining high, middle and low performers | |
| Dealing with high, middle and low performers | |
| Round For Outcomes | |
| Five critical elements employees want from managers | |
| Nine steps for starting Rounding | |
| Manage Up To Change Corporate Culture | |
| We/They Phenomenon | |
| Art of Managing Up | |
| Handling Hand Offs | |
| Create A Cultural Shift (Feedback Systems) | |
| The Core | |
| Build The Foundation (Passion And Purpose) | |
| Flywheel | |
| Five Pillars | |
| Connect The Dots | |
| Reduce Leadership Variance | |
| Why Leaders Don't Standardize Behaviors | |
| Why Organizations Don't Achieve Lasting Results | |
| Five Ways To Reduce Leadership Variance | |
| Measurement 101 | |
| What Gets Measured Gets Improved | |
| Focus On Moving 4s To 5s | |
| Transparency - Helping People Understand The Metrics | |
| Demonstrating Return On Investment | |
| Align Behaviors With Goals And Values | |
| Holding Leaders Accountable | |
| Leader Evaluation Tool | |
| How To Roll Out The Leader Evaluation Tool | |
| Create and Develop Leaders | |
| Principles For Developing Leaders | |
| Phases Of Change | |
| Leadership Development Institutes | |
| Employees Tactics | |
| Satisfied Employees Mean A Healthy Bottom Line | |
| Three Building Blocks Of Employee Satisfaction | |
| Know Your Employees "What" | |
| Pursuing The Whats | |
| Improve Employee Selection And Retention | |
| Peer Interviewing | |
| 30 And 90 Day New Employee Meetings | |
| Renters Vs. Owners | |
| Strategies To Transform Renters Into Owners | |
| Harvest Intellectual Capital | |
| Hardwiring Harvesting | |
| 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 | |
| Find And Recognize Heroes | |
| Power Of Hero Recognition | |
| How To Find Heroes | |
| Customers | |
| Build A Culture Around Service | |
| Standards of Behavior | |
| Summary of how Key Words Impact | |
| 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 | |
| Rounding On Your Customers | |
| The Importance Of Asking The Customer Their What | |
| Rounding On Customers | |
| Three Faces Of Rounding | |
| Random Rounding | |
| Relationship Rounding | |
| Deep Impact Rounding | |
| Key Words At Key Times | |
| What Are Key Words | |
| How To Develop Key Words | |
| AIDET | |
| When To Use Key Words Have Even Great Impact | |
| Service Recovery | |
| About Studer Group | |
| Other Leaderhip Books By Quint Studer adn Studer Group | |
| Index | |
| Table of Contents provided by Publisher. All Rights Reserved. |
An electronic version of this book is available through VitalSource.
This book is viewable on PC, Mac, iPhone, iPad, iPod Touch, and most smartphones.
By purchasing, you will be able to view this book online, as well as download it, for the chosen number of days.
Digital License
You are licensing a digital product for a set duration. Durations are set forth in the product description, with "Lifetime" typically meaning five (5) years of online access and permanent download to a supported device. All licenses are non-transferable.
More details can be found here.
A downloadable version of this book is available through the eCampus Reader or compatible Adobe readers.
Applications are available on iOS, Android, PC, Mac, and Windows Mobile platforms.
Please view the compatibility matrix prior to purchase.