Summary

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

Author Biography

Quint Studer not only teaches it, he has done it. After leading organizations to breakthrough results, Quint formed the Studer Group®, an outcomes firm that implements evidence-based leadership systems that help clients attain and sustain outstanding results. He was named one of the "Top 100 Most Powerful People in Healthcare" by Modern Healthcare magazine for his work on institutional healthcare improvement. Studer was named "Master of Business" by Inc. magazine. For more information, visit www.studergroup.com.

Introduction
Key Tactics
Up Or Out
Defining high, middle and low performers
Dealing with high, middle and low performers
Round For Outcomes
Five critical elements employees want from managers
Nine steps for starting Rounding
Manage Up To Change Corporate Culture
We/They Phenomenon
Art of Managing Up
Handling Hand Offs
Create A Cultural Shift (Feedback Systems)
The Core
Build The Foundation (Passion And Purpose)
Flywheel
Five Pillars
Connect The Dots
Reduce Leadership Variance
Why Leaders Don't Standardize Behaviors
Why Organizations Don't Achieve Lasting Results
Five Ways To Reduce Leadership Variance
Measurement 101
What Gets Measured Gets Improved
Focus On Moving 4s To 5s
Transparency - Helping People Understand The Metrics
Demonstrating Return On Investment
Align Behaviors With Goals And Values
Holding Leaders Accountable
Leader Evaluation Tool
How To Roll Out The Leader Evaluation Tool
Create and Develop Leaders
Principles For Developing Leaders
Phases Of Change
Leadership Development Institutes
Employees
Satisfied Employees Mean A Healthy Bottom Line
Three Building Blocks Of Employee Satisfaction
Know Your Employees "What"
Pursuing The Whats
Improve Employee Selection And Retention
Peer Interviewing
And 90 Day New Employee Meetings
Build Individual Accountability
Renters Vs. Owners
Strategies To Transform Renters Into Owners
Harvest Intellectual Capital
Hardwiring Harvesting
Recognize And Reward Success
Small Prizes Have Big Impact
Reward And Recognition Change As You Mature
Power Of Reward And Recognition
Hardwiring Thank You Notes
How to Implement Reward And Recognition
Find And Recognize Heroes
Power Of Hero Recognition
How To Find Heroes
Customers
Build A Culture Around Service
Standards of Behavior
Summary of how Key Words Impact
Pre and Post Visit Phone Calls
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
Rounding On Your Customers
The Importance Of Asking The Customer Their What
Rounding On Customers
Three Faces Of Rounding
Random Rounding
Relationship Rounding
Deep Impact Rounding
Key Words At Key Times
What Are Key Words
How To Develop Key Words
AIDET
When To Use Key Words Have Even Great Impact
Service Recovery
Table of Contents provided by Publisher. All Rights Reserved.

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