Transcript Document

The Power
of Passion
CUMA 2003
Hugh Culver
Yes, I see
there is a
question
in the
back….
Well,
here’s your
problem,
Randy.”
“This is
Morris, our
new
Business
Consultant
– he’s a
hugger.”
“I’m taking
Viagra with
Prozac….
If it doesn’t
work, I
don’t
care.”
“I have a Dream…”
The Power
of Passion
Purpose
To propose…
Intention, Resolution, Determination
“Go to work on Purpose”
Viktor Frankl
“What we need is not the
discharge of tension at any cost,
but the call of a potential meaning
waiting to be fulfilled by us.”
A Community of
Inspired Leaders that
Changes the Way
Work Serves People.
Go to work on Purpose
Q: What is your
legacy at work
going to be?
Power of Passion
Go to Work on Purpose
WestJet
Serve to be Served
Stew Leonard’s
The Customer Service Craze
The Art of Customer Service
Beyond Customer Service
The Nordstrom Way
The Disney Way
The Little Book on Customer Service
The Big Book on Customer Service
TOTAL CUSTOMER SERVICE
Customer Service 101
FISH!
Beyond “Hello”
Customer Service for Dummies
The Customer Service Craze
The Old Model
• “Service is #1”.
• The Customer is always right.
• Be self-less in service.
The New model
• I am proud of the job I do!
• This is my craft!
• I Serve to be Served!
Power of Passion
Go to Work on Purpose
Serve to be Served
My
Window
on the
World
Windows
V
Windows
VI
Windows
VII
Windows
VIII
Windows
IX
Windows
SIX
Windows
IX6=6
“ I think there is a world market
for maybe five computers.”
Thomas Watson, IBM, 1943
“Who the hell wants to hear
actors talk.”
H.M. Warner, Warner Bros., 1927
“Television won’t last because
people will soon get tired of
staring at a plywood box
every night.”
Producer Darryl Zanuck,
20th Century Fox, 1946
“You ain’t going nowhere, son.
You ought to be driving a
truck.”
The Grand Ole Opry’s
Jim Denny to Elvis Presley, 1954
Thoughts
Feelings
Actions
Results
“I must be right!”
Thoughts
Feelings
Actions
Results
0
31
My
Window
on the
World
Rules of the Windows
1. Your Window creates your
Reality.
2. All of your Windows are
IMAGINARY.
3. You can change your Window
at any time.
Power of Passion
Go to Work on Purpose
Serve to be Served
Choose Winning Windows
We must not cease from exploration.
And the end of our exploring
will be to arrive where we began
and to know the place for the first time.
T.S. Eliot
We must not cease from exploration.
“Whatever you can begin, or
dream you can, begin it.
Boldness has a genius a power
and a magic to it.
BEGIN IT NOW!”
Goethe