Table of Contents
Introduction.
Key Tactics.
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.
We/They Phenomenon.
Art of Managing Up.
Handling Hand Offs.
Create A Cultural Shift (Feedback Systems).
The Core.
Chapter 4. Build The Foundation (Passion And Purpose).
Flywheel.
Five Pillars.
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.
Employees Tactics.
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.
Peer Interviewing.
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.
Hardwiring Harvesting.
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.
Customers.
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.
Random Rounding.
Relationship Rounding.
Deep Impact Rounding.
Chapter 19. 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.
