Wisdom of the Ceo

CFO says to CEO, “What if we spend all this money developing these people and they leave?”. 

CEO, “What if we don’t and they stay”?

VP of Marketing says to CEO.  "I think we need to tone down our message. It's too edgy." 

CEO: " Great businesses have a point of view, not just a product or service. You have to believe in something. You need to have a backbone. You need to know what you’re willing to fight for. And then you need to show the world.’ We're going to be a great business. Any Questions?"

CEO to Exec Eommittee. "Now is the time for every manager and team leader in the organization to submit to their manager their  plans for the year: What am I going to focus on? What results can be expected? By when? and How should I be held accountable. Give them the autonomy to develop this plan. Establish the checkpoints and hold them to it."

CEO to VP OF OPERATIONS. "George. I'd like to discuss your top 10% on Monday ...AND your bottom 10%." GEORGE. "Top 10% of what?" 

CEO. "Your people. You have 28 on your staff. So let's say, your Top 3 and your Bottom 3." 

GEORGE. "Uh, OK Mary, what would you like to know?" 

CEO. "What you're doing about them. How you're developing and using your best to raise the level of the rest. How you're improving the lowest to contribute their best."

What is the experience like for your customers, members or clients? Do they feel fulfilled and satisfied? Were their expectations met? Do they refer friends and colleagues to your organization? Do They value your products and your people? Do they come back?

Of course, the answer to all these questions is yes, and you're constantly focusing on insuring that it continues to be yes because as C.E.O., You are the Chief Experience Officer. Period.

CEO TO VP, HUMAN RESOURCES: "Mary, This year, I’d like to have a 10 minute one-on-one with every customer service representative in the company. Can you make this happen?" 

MARY: "Yes, but do you know we have over 200 customer service people? That would take a lot of your time." 

CEO: "Yes. I know."