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Results That Last
Hardwiring Behaviors That Will Take Your Company to the Top
Quint Studer (Author)
9780471757290, Wiley
Hardback, published 6 November 2007
320 pages
23.1 x 15.8 x 2.8 cm, 0.499 kg
Praise for Results That Last
"Quint Studer is a superb communicator with a deep belief in the power of relationships. His informal tone, sense of humor, and real-world stories bring his business principles to life. Results That Last has a vital, optimistic quality that will keep readers re-reading long after other leadership books have been relegated to a dark corner of the shelf."
--Nido Qubein, author of How to Get Anything You Want; President, High Point University; Chairman, Great Harvest Bread Company; and founder, National Speakers Association Foundation
"Results That Last is long overdue and fills a big gap in effective business management. There are legions of books that show us the way to achieve successful results in business, but very few that teach us how to institutionalize success. In reality, achieving success is the easy part. The real challenge is to achieve results that last. Quint Studer not only proves it is possible to hardwire a culture for lasting results, but lays out a simple, logical, and effective way to do so. Anyone who wants to make success a habit needs to read this book."
--Bob MacDonald, former CEO, Allianz Life of North America and author of Beat the System: 11 Secrets to Building an Entrepreneurial Culture in a Bureaucratic World
"I have always been fascinated by how the various parts of an organization work together to achieve strategic objectives. In Results That Last, Quint Studer explores the complex subject of performance improvement in a fresh, readable, and easy-to-grasp way. By standardizing certain business practices and leader behaviors, any company in any field can create an environment that allows it to achieve and sustain long-term results."
--David F. Giannetto, coauthor of The Performance Power Grid: The Proven Method to Create and Sustain Superior Organizational Performance
Introduction Evidence-based Leadership xi Key Tactics Chapter 1 Up or Out Deal with Low Performers and Move Your Organization to the Next Level 3 Defining High, Middle, and Low Performers Dealing with High, Middle, and Low Performers Chapter 2 Round for Outcomes 25 Five Critical Elements Employees Want from Managers Nine Steps for Starting Rounding Chapter 3 Manage Up to Improve Performance 35 We/They Phenomenon Art of Managing Up Handling Handoffs Create a Cultural Shift (Feedback Systems) The Core Chapter 4 Build the Foundation (Passion and Purpose) 55 Flywheel Five Pillars Connect the Dots Chapter 5 Reduce Leadership Variance 75 Why Leaders Don’t Standardize Behaviors Why Organizations Don’t Achieve Lasting Results Five Ways to Reduce Leadership Variance Chapter 6 Measurement 101 89 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 105 Holding Leaders Accountable Leader Evaluation Tool How to Roll Out the Leader Evaluation Tool Chapter 8 Create and Develop Leaders 123 Principles for Developing Leaders Phases of Change Leadership Development Institutes Employee Tactics Chapter 9 Satisfied Employees Mean a Healthy Bottom Line 143 Three Building Blocks of Employee Satisfaction Chapter 10 Know Your Employees’ What 161 Pursuing the Whats Chapter 11 Improve Employee Selection and Retention 171 Peer Interviewing Thirty- and Ninety-Day New-Employee Meetings Chapter 12 Build Individual Accountability 187 Renters versus Owners Strategies to Transform Renters into Owners Chapter 13 Harvest Intellectual Capital 199 Hardwiring Harvesting Chapter 14 Recognize and Reward Success 211 Small Prizes Have a 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 Difference Makers 225 Power of Hero Recognition How to Find Heroes Customer Tactics Chapter 16 Build a Culture around Service 235 Standards of Behavior Impact of Key Words Chapter 17 Implement Pre- and Post-Customer- Visit Calls 251 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 Round on Your Customers: Determine Your Customers’ What and Give It to Them! 267 Importance of Asking Customers Their Whats Rounding on Customers Three Faces of Rounding Random Rounding Relationship Rounding Deep-Impact Rounding Chapter 19 Key Words at Key Times 281 What Are Key Words? How to Develop Key Words AIDET When to Use Key Words for Greatest Impact Service Recovery About Studer Group 295 Other Leadership Books By Quint Studer and Studer Group 297 Index 299
Subject Areas: Business & management [KJ]
