YouSaid · the spoken record

Tom Peters

lines on the record: 83
first: 2018-06-20
most recent: 2018-06-20
sittings or episodes: 1
sources: podcast

Every line below is reproduced as it was said and linked to the record it came from. Nothing here is summarised or generated. Directory · Search · Corrections

“Turns to the woman in the first wheelchair and says I've said this 150 times and my hair or 250, the hair on the back of my neck goes up, turns the woman on the first wheelchair and said, would you mind if I took you down the jetway? I have got roughly 7,500 flight legs to my credit. I've never seen any. Those are the things that you remember for 25 or 30 years. But then the key is how the hell do you build a culture where that happens? And Colleen Barrett, who was the president of Southwest for a long time, said, we look in our hiring for listening, caring, smiling, saying thank you and being warm. And we wanted as much from our pilots and our mechanics as we do from the desk people or the flight attendants. But that's the kind of thing that builds incredible loyalty.”
2018-06-20 · Decoder with Nilay Patel · Recode Decode: Tom Peters, management expert and author of ‘The Excellence Dividend’ · IDENTIFIED FROM THE TRANSCRIPT
“Well, let's skip to the bottom line and then come back. I do believe, and I make it clear to say offensive strategy is not defensive strategies, I do believe there is a way to survive this. I do believe that it has to do with the humanization of services. I was flying from the Albany Airport to the Baltimore, Washington International Airport, I don't know, three or four years ago. plane that was coming in with the pilots came in late and on time is everything. So I'm watching this is Southwest Airlines, which is no great surprise at least to me. I'm watching the pilots coming toward the aircraft. There's the standard garden variety line of six wheelchairs. The pilot”
2018-06-20 · Decoder with Nilay Patel · Recode Decode: Tom Peters, management expert and author of ‘The Excellence Dividend’ · IDENTIFIED FROM THE TRANSCRIPT
“And George Wallace had exactly down to the semicolons, the same message fundamentally. And he was selling it in Michigan. And this weird guy from Alabama won the Michigan Democratic primary.”
2018-06-20 · Decoder with Nilay Patel · Recode Decode: Tom Peters, management expert and author of ‘The Excellence Dividend’ · IDENTIFIED FROM THE TRANSCRIPT
“Deep enough, and people are terrified. I mean, the statistic that blew me away in one of the books that came out is it said that For the 25 to 64 year old white male inflation adjusted wages.”
2018-06-20 · Decoder with Nilay Patel · Recode Decode: Tom Peters, management expert and author of ‘The Excellence Dividend’ · IDENTIFIED FROM THE TRANSCRIPT
“You got to get ready, and you've got to prepare, and you've got to grow. But how much yogurt hits the fan, how fast, but the fear factor. And the fear factor, I think, and I am the 87 jilliant person to say it, was clearly a part of the 2016 election. There's no issue about that if you dug.”
2018-06-20 · Decoder with Nilay Patel · Recode Decode: Tom Peters, management expert and author of ‘The Excellence Dividend’ · IDENTIFIED FROM THE TRANSCRIPT
“Then there was a counter study that came out that analyzed the Deloitte study and said it's more like 10 to 15. But whatever it is, and this is kind of my bias in the book, if you're a worker,”
2018-06-20 · Decoder with Nilay Patel · Recode Decode: Tom Peters, management expert and author of ‘The Excellence Dividend’ · IDENTIFIED FROM THE TRANSCRIPT
“Oh, totally. I mean, the whole process, this famous Oxford Deloitte study that said 50% of American white-collar jobs are going to disappear in the next 20 years. People wildly disagree about this stuff”
2018-06-20 · Decoder with Nilay Patel · Recode Decode: Tom Peters, management expert and author of ‘The Excellence Dividend’ · IDENTIFIED FROM THE TRANSCRIPT
“Groceries. And then they went through these seven companies and said, is there any things that these companies have in common? And they found one variable. And you're the smartest kid in the room, but I bet you wouldn't get it in 20 guesses. And the variable was extensive employee benefits comma for part timers. It's just if it's fabulous, and you could afford to do this. And public is growing and they're making money, and it was just this whole list with Nordstrom and Publix and Ritz-Carlton 19 pay. And, you know, this ain't small thing. I get it. I'm going to stop you. Public says $100,000 employees, so it's a big deal. Anyway.”
2018-06-20 · Decoder with Nilay Patel · Recode Decode: Tom Peters, management expert and author of ‘The Excellence Dividend’ · IDENTIFIED FROM THE TRANSCRIPT
“Yeah, where new things are happening and where people really do pay attention to the customer and they really do pay attention to the people. Fortune has a list every year of the top 100 companies to work for. And a couple of years ago, I think it was the 20th anniversary of the list, and they found 12 companies that had been on the list for the entire 20 years. And the cool thing to me, relative to what I do for a living, is seven of them were from industries where in theory you can't pay people good wages. You know, from hospitality, from...”
2018-06-20 · Decoder with Nilay Patel · Recode Decode: Tom Peters, management expert and author of ‘The Excellence Dividend’ · IDENTIFIED FROM THE TRANSCRIPT
“I am not interested in the Fortune 500. The Fortune 500 exists to make money, cut jobs, buy shares back. What I'm in love with are the SMEs, the small and medium-sized enterprises. I dedicated this book to about 10 or 12 people. And my favorite people were, you know, this guy Vernon Hill, who started commerce back in the US, Metro Bank in the UK. Larry Janeski, who is in Connecticut and has a company called Basement Systems Inc., Jungle Gym Bonamino in Fairfield, Ohio has this incredible retail shop. People come from all over the world. And it's these incredibly exciting places that.”
2018-06-20 · Decoder with Nilay Patel · Recode Decode: Tom Peters, management expert and author of ‘The Excellence Dividend’ · IDENTIFIED FROM THE TRANSCRIPT
“Absolutely today. Yeah, and one thing that's we can go to or not go to. There's this class of people called management gurus and actually the economist didn't benefit it and it's a sickening term. But as I said, I can't totally say that because it pays the bills. But again, the whole issue is I bet, and I was listening to this discussion with Adam Grant, and he mentioned a really cool company. 98% of what we people write is about the Fortune 500.”
2018-06-20 · Decoder with Nilay Patel · Recode Decode: Tom Peters, management expert and author of ‘The Excellence Dividend’ · IDENTIFIED FROM THE TRANSCRIPT
“And to me, it is as simple as that. You know, way back when, and there's still devotees of it now, and I'm a devotee just to the idea. There was this guy named, I think it was Robert Greenleaf, and he wrote this book called Servant Leadership. And I start speeches now, and I've been doing this book to her, and I'm 75 years old. And I get more and more and more pissed off as I run around. I said, what in the hell is an organization? People serving people. Right.”
2018-06-20 · Decoder with Nilay Patel · Recode Decode: Tom Peters, management expert and author of ‘The Excellence Dividend’ · IDENTIFIED FROM THE TRANSCRIPT
“Mention no matter how peripheral of delivering value to the customer. CVS and ATNA, or announce that thing. I'm actually as a healthcare user going to get screwed out of that. Prices are going to go up. And I put everything that I've done. I've done 3,000 speeches and I put it all together at a website that I had called ExcellenceNow.com and it ended up being a 4096 slide presentation with 200,000 words of annotation, but something has to come first. And I chose this quote from Richard Branson. And the quote said, business has to give people enriching, rewarding lives or you should not do it.”
2018-06-20 · Decoder with Nilay Patel · Recode Decode: Tom Peters, management expert and author of ‘The Excellence Dividend’ · IDENTIFIED FROM THE TRANSCRIPT
“And it's not being practiced. And I don't know why. I mean, I know why at some level, you and I are talking as all this media merger stuff is going on. And honest to God, if we talked about that for two minutes, I would barf on the microphone. Okay, please don't. No, I won't. I promise. Absolutely no.”
2018-06-20 · Decoder with Nilay Patel · Recode Decode: Tom Peters, management expert and author of ‘The Excellence Dividend’ · IDENTIFIED FROM THE TRANSCRIPT
“Bixtraction was number. I mean, it's a trivial list. And, you know, I just gave a speech at Fidelity. And I said, you know, I hope you buy my book. But the reality is this is my 17th book and I've written the same thing 17 times. And why in the hell aren't you listening? It was talk to people. Find out what's on their mind. This guy had Twitter said the foremost important words in any organization are what do you think? It's treating people with respect. I've got a whole chapter on listening and so on. And it's just the same thing. It's the same thing for 35 years.”
2018-06-20 · Decoder with Nilay Patel · Recode Decode: Tom Peters, management expert and author of ‘The Excellence Dividend’ · IDENTIFIED FROM THE TRANSCRIPT
“I mean, you know, we ended up with a list of eight traits. It kind of amuses me now. And the number one on the list was something we called a bias for action. And now that is, you know, that's the first commandment, the second commandment, and so on from Silicon Valley. But these were places that tried stuff and built prototypes, which now has become conventional wisdom, though that's a much longer conversation because they talk a lot about it, but I'm not sure they really do it other than under the heading of Agile and some other terms that I don't really am not in love with.”
2018-06-20 · Decoder with Nilay Patel · Recode Decode: Tom Peters, management expert and author of ‘The Excellence Dividend’ · IDENTIFIED FROM THE TRANSCRIPT
“Oh boy, that is so difficult. To some extent, you hit the nail on the head. Silicon Valley talks about it. These people did it and they didn't even really know they were doing it. Right.”
2018-06-20 · Decoder with Nilay Patel · Recode Decode: Tom Peters, management expert and author of ‘The Excellence Dividend’ · IDENTIFIED FROM THE TRANSCRIPT
“These were human workplaces. The guy talked to at 3M. Right. Ran a big division and he was sitting in a cubicle with three feet high walls and he was a guy you could talk to waiting in line at Safeway for groceries and we were we were we were stunned by that because it was completely antithetical to our experience”
2018-06-20 · Decoder with Nilay Patel · Recode Decode: Tom Peters, management expert and author of ‘The Excellence Dividend’ · IDENTIFIED FROM THE TRANSCRIPT
“But it's just this And then it goes back to all the stuff that we will undoubtedly talk about with artificial intelligence. It was a human workplace.”
2018-06-20 · Decoder with Nilay Patel · Recode Decode: Tom Peters, management expert and author of ‘The Excellence Dividend’ · IDENTIFIED FROM THE TRANSCRIPT
“And MBWA is a great term and a great idea, but to me it became a metaphor. For being in touch, for not losing touch with the people who do the work and the products that you're making. In fact, the funniest thing that happened is after the book came out and sold a few copies, we got our three and a half minutes on the Today Show and we're interviewing Brian Gumble. And so we're sitting in the green room, and Bob turns to me and he said, Well, who gets to say it? And I said, What the hell are you talking about? He said, Who gets to say MBWA on national television? He was senior. He said it. I'm still pissed off. All right. But that was kind of the thing.”
2018-06-20 · Decoder with Nilay Patel · Recode Decode: Tom Peters, management expert and author of ‘The Excellence Dividend’ · IDENTIFIED FROM THE TRANSCRIPT
“And it was like, huh? You can be this way in a big company. And then the really magical moment was when he introduced us, and I write about this as intensely today as I did 30-odd years ago to this thing called managing by wandering around, MBWA.”
2018-06-20 · Decoder with Nilay Patel · Recode Decode: Tom Peters, management expert and author of ‘The Excellence Dividend’ · IDENTIFIED FROM THE TRANSCRIPT
“And three weeks later, you would have said no effectively. So I use this thing that most people who are listening to us don't understand called a phone book. And I looked up Hewlett Packard and I called Palo Alto, and I got somebody at the front. And I said, Hi, my name is Tom Peters. I'd like to speak to John Young, who was the president. And I was preparing for the three week late wait in this gruff voice, this John Young, who the hell is this?”
2018-06-20 · Decoder with Nilay Patel · Recode Decode: Tom Peters, management expert and author of ‘The Excellence Dividend’ · IDENTIFIED FROM THE TRANSCRIPT
“I remember when I was the junior person to Watermen and we were going down to Palo Alto to talk to Hewlett-Packard and I was a junior guy so I was the one who had to call and we were used to working with people like Chase and Mackenzie was in the 49th floor of the Bank of America Tower. And if you were the CEO and I wanted to talk to you, I would have talked to the personal assistants, personal assistant.”
2018-06-20 · Decoder with Nilay Patel · Recode Decode: Tom Peters, management expert and author of ‘The Excellence Dividend’ · IDENTIFIED FROM THE TRANSCRIPT
“Well That's a delicate question because we work for McKinsey. Everything was quant. And so we had to come up with a quantitative measure. And I think it was 43 companies in the book, and we started out with 60 or so, and we put these financial hurdles on them. So we had to play. The money game But what happened to me and what happened to Bob is we saw another way of living.”
2018-06-20 · Decoder with Nilay Patel · Recode Decode: Tom Peters, management expert and author of ‘The Excellence Dividend’ · IDENTIFIED FROM THE TRANSCRIPT
“Yeah, that there's some places at work You know, there are these companies like Hewlett Packard that can do cool things, and 3M keeps inventing this string of products, and Johnson and Johnson and so on.”
2018-06-20 · Decoder with Nilay Patel · Recode Decode: Tom Peters, management expert and author of ‘The Excellence Dividend’ · IDENTIFIED FROM THE TRANSCRIPT
“Bookstore to the front of the bookstore. Our timing was perfect. And there have been all these books that had come out, like theories E, the art of Japanese management, and fundamentally they said there's only one answer, study Japanese. And we said, you know, we suck, but not everything about it sucks. And here's some, you know, here's some case studies.”
2018-06-20 · Decoder with Nilay Patel · Recode Decode: Tom Peters, management expert and author of ‘The Excellence Dividend’ · IDENTIFIED FROM THE TRANSCRIPT
“Yeah, the show's some practice. Well, I mean, you know, I have this strong belief, and that is if I get to sit across the table from you, it's because I had so many incredible strokes of luck that they could not be counted. And so the week that our book was published, President Reagan announced 10% unemployment for the first time since the Great Depression. And the way that I describe it, which has at least a grain of truth, is within the space of a week, all the business books moved from the back of the”
2018-06-20 · Decoder with Nilay Patel · Recode Decode: Tom Peters, management expert and author of ‘The Excellence Dividend’ · IDENTIFIED FROM THE TRANSCRIPT
“Middle sized company or a large middle sized company, I and my subsequent co author, Bob Borderman were at McKinsey's office in San Francisco where the weirdos, in theory, were, according to McKinsey. And so we went 30 miles down the road and talked to this funny little company that nobody'd ever heard of, and it's reasonably well known today, and it's called Hewlett Packard. And that was, you know, the lid comes off the whole thing.”
2018-06-20 · Decoder with Nilay Patel · Recode Decode: Tom Peters, management expert and author of ‘The Excellence Dividend’ · IDENTIFIED FROM THE TRANSCRIPT
“Minute whose problem is it? What the hell is going on? And so we, in our fundamental hypothesis was, yet the Americans are getting the crap beaten out of us, but there got to be some places that work. And we went to some obvious places like IBM that at that point was so far number one it wasn't funny. And then we went to places, and this is weird to say in 2018, you know, I went to St. Paul on a cold day and talked to 3M. Nothing had been written about 3M. And also at the time, you know, we went to a”
2018-06-20 · Decoder with Nilay Patel · Recode Decode: Tom Peters, management expert and author of ‘The Excellence Dividend’ · IDENTIFIED FROM THE TRANSCRIPT
“And he had all these famous projects on operations and strategy, and then he called me. And I was a junior person, which was bizarre. I just got my PhD from Stanford and Organization Effectiveness. I think that was the reason. And he said, look, he said, we're the smartest people in the world and we design the smartest strategies in the world. And then our clients get implemented.”
2018-06-20 · Decoder with Nilay Patel · Recode Decode: Tom Peters, management expert and author of ‘The Excellence Dividend’ · IDENTIFIED FROM THE TRANSCRIPT
“And they got us in shipbuilding and they got us in steel, but who the hell cares about that? The car is intimate. To the American wife fantasy. And we were second in a way. There were a couple of guys at Harvard, Bob Hayes and Bill Abernathy, and they wrote a single article in the Harvard Business Review that was called Managing Our Way to Economic Decline. And they said, too much marketing, too much finance, not enough product quality quality, right? So we dittoed that in a way. But there was another part of the story that was interesting as well. I was at McKinsey at the time, and McKinsey was getting beaten up for the first time in its history by the Boston Consulting Group. And our managing director said, you know, we got to have something to talk about.”
2018-06-20 · Decoder with Nilay Patel · Recode Decode: Tom Peters, management expert and author of ‘The Excellence Dividend’ · IDENTIFIED FROM THE TRANSCRIPT
“Characterize it. I'd have to characterize it with a quick review of the story In search of excellence was published in 1982, the research began in 1978 or so. The Americans, of course, came out of World War II, Kings of the Hill with nobody even in second place, and then the Japanese had the audacity to do these things like build cars that work.”
2018-06-20 · Decoder with Nilay Patel · Recode Decode: Tom Peters, management expert and author of ‘The Excellence Dividend’ · IDENTIFIED FROM THE TRANSCRIPT
“Thank you. So, I want to talk a little bit about your, I want to get your book where you're going now, but let's have people understand who you are. You had been one of the more important workplace management consultants. How would you characterize it?”
2018-06-20 · Decoder with Nilay Patel · Recode Decode: Tom Peters, management expert and author of ‘The Excellence Dividend’ · IDENTIFIED FROM THE TRANSCRIPT