a culture of excellence how to create a “flock of eagles”
TRANSCRIPT
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A Culture of Excellence
How to create a “flock of Eagles”
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Birds of a Feather…
• Eagles – Sour high, model of strength and superiority. Dependable & Productive
• Doves – Able to fly at a moderate altitude. Learning to sour. Potential Eagles.
• Turkeys – Unable to get off the ground to make a difference, relatively un-teachable, unmotivated
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3 Ways to handle a Turkey
• Don’t hire them (implement better screening)
• Un-hire them (don’t compromise the rest of the staff) making you the hero of the staff!
• Hire them, allow them to stay on your staff and bring your standards, morality, production and customer service down, making you look kinda retarded or at least like a mildly disillusioned beatnik.
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Have you ever had an employee come into work and say…
“Who’s am I closing with tonight?”
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3 Typical Responses…
• Sweet!
• Uh, OK
• Crap!
Back to this in a while…
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Qualities of our Employees(Birds)
• Work Ethic – Production, Execution & Efficiency.
• Integrity – Standards and Quality. Doing the right thing even when it’s not the easiest.
• Attitude – Enthusiasm and Determination
• Leadership – Lead by example, Taking Responsibility.
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Cross examinationRank each
1–10(best)
Work Ethic – Production & Execution
Integrity –Standards & Quality
Attitude – Enthusiasm & Determination
Leadership – Example & Responsibility
Total PointsEagles = 30-40
Dove = 20-30
Turkey = 0-19
Manager 9 8 7 9 3333
Asst Mgr 3 4 4 3 1414
Asst Mgr 8 9 7 6 3030
Shift Leader 4 3 7 8 2222
Bob 2 5 2 4 1313
Mary 8 9 6 8 3131
Suzie 2 3 8 7 2020
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Rank each
1–10(best)
Work Ethic – Productio
n & Execution
Integrity –Standards &
Quality
Total =
Work Ethic + Integrity
Attitude – Enthusiasm & Determination
Leadership – Example & Responsibility
Total =
Attitude + Leadership
Total PointsEagles = 30-40
Dove = 20-30
Turkey = 0-19
Manager 9 8 17 7 9 16 3333Asst Mgr 3 4 7 4 3 7 1414Asst Mgr 8 9 17 7 6 13 3030Shift Leader 4 3 7 7 8 15 2222Bob 2 5 7 2 4 6 1313Mary 8 9 17 6 8 14 3131Suzie 2 3 5 8 7 15 2020
Cross examination
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Back to “Who’s am I closing with tonight?”
Uh, OK (Dove) Sweet! (Eagle)
Crap! (Turkey) Uh, OK (Dove)
Work Ethic & Integrity
20
18
16
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12
10
8
6
4
2
2 4 6 8 10 12 14 16 18 20
Attitude & LeadershipManagement
Employee
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“Who’s am I closing with tonight?”
Uh, OK (Dove) Sweet! (Eagle)
Crap! (Turkey) Uh, OK (Dove)
20
18
16
14
12
10
8
6
4
2
2 4 6 8 10 12 14 16 18 20
Attitude & Leadership
Work Ethic & Integrity
Management
Employee
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“Who’s am I closing with tonight?”
Uh, OK (Dove) Sweet! (Eagle)
Crap! (Turkey) Uh, OK (Dove)
20
18
16
14
12
10
8
6
4
2
2 4 6 8 10 12 14 16 18 20
Attitude & Leadership
Work Ethic & Integrity
Management
Employee
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“Who’s am I closing with tonight?”
Uh, OK (Dove) Sweet! (Eagle)
Crap! (Turkey) Uh, OK (Dove)
20
18
16
14
12
10
8
6
4
2
2 4 6 8 10 12 14 16 18 20
Attitude & Leadership
Work Ethic & Integrity
Management
Employee
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“Who’s am I closing with tonight?”
Uh, OK (Dove) Sweet! (Eagle)
Crap! (Turkey) Uh, OK (Dove)
20
18
16
14
12
10
8
6
4
2
2 4 6 8 10 12 14 16 18 20
Attitude & Leadership
Work Ethic & Integrity
Management
Employee
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What type of birds do we have…?
Dove Eagle
Turkey Dove
20
18
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12
10
8
6
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2
2 4 6 8 10 12 14 16 18 20
Attitude & Leadership
Work Ethic & Integrity
Management
Employee
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What if we had…?
Dove Eagle
Turkey Dove
20
18
16
14
12
10
8
6
4
2
2 4 6 8 10 12 14 16 18 20
Attitude & LeadershipManagement
Employee
Work Ethic & Integrity
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What if we had…?
Dove Eagle
Turkey Dove
20
18
16
14
12
10
8
6
4
2
2 4 6 8 10 12 14 16 18 20
Attitude & LeadershipManagement
Employee
Work Ethic & Integrity
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How to develop a “Flock of Eagles”
• Identify – What type of birds do you have working in your store?
• Perfect (Train)– Are they teachable, motivated and talented? Can they become an Eagle?
• Or
• Dismiss – Turkeys need to be “Un-hired”. If not, prepare to lose your Eagles and Doves.
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1 Deb (GM) 332 Jon (Asst) 193 Roger (Asst) 294 Mary (Shift) 315 Larry 126 Mo 317 Curly 178 John 279 Paul 29
10 Ringo 3011 George 14
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1 Deb (GM) 33 E2 Mary (Shift) 31 E3 Roger (Asst) 29 D4 Jon (Asst) 19 T5 Mo 31 E6 Ringo 30 E7 Paul 29 D8 John 27 D9 Curly 17 T
10 George 14 T11 Larry 12 T
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How do we make the appropriate adjustments?
•Un-hire the un-keepable•Demote the capable under performers•Promote those who are ready for the challenge•Hire to fill the holes left over
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1 Deb (GM) 33 E2 Mary (Shift) 31 E3 Roger (Asst) 29 D4 Promote/Hire Asst5 John (Demote?) 17+ D6 Mo (Promote?) 31 E7 Ringo 30 E8 Paul 29 D9 John 27 D
10 New Hire Crew11 New Hire Crew
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What obstacles do you have to overcome to have an Eagle staff?
Holding onto the Turkeys:•“I really like her, I can’t let her go”•“I don’t like to have to start over and waste all that training time”•“I know that he will get better, it’s just going to take some
more time.”
Having no one to replace the Turkeys:•“I don’t have time to interview”•“I don’t like anyone I have interviewed. They all suck!”•“It doesn’t matter, they are all going to let me down at some point”
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What principles are necessary to have an Eagle staff?
Never hold onto Turkeys:•“I refuse to have a Turkey representing my store”•“I would rather waste a little training time than have excessive
Turkey time bringing down the rest of the crew and making me look bad”
•“If it quacks like a duck walks like a duck... It must be a Turkey”•“I care to much for my Eagles to subject them to Turkish behavior”
There is always someone to replace the Turkeys:•“I am never too busy to invest in future success”•“I know I will find the right person if I am persistent”•“The wrong people will always let you down”