About Tom Peters
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| Tom & Bob Waterman coauthored In Search of Excellence in 1982; the book was named by NPR (in 1999) as one of the "Top Three Business Books of the Century," and ranked as the "greatest business book of all time" in a poll by Britain's Bloomsbury Publishing (2002). Tom followed Search with a string of international bestsellers: A Passion for Excellence (1985, with Nancy Austin), Thriving on Chaos (1987), Liberation Management (1992: acclaimed as the "Management Book of the Decade" for the '90s), The Tom Peters Seminar: Crazy Times Call for Crazy Organizations (1993), The Pursuit of WOW! (1994); The Circle of Innovation: You Can't Shrink Your Way to Greatness (1997); and in 1999 a series of books on Reinventing Work: The Brand You50, The Project50 and The Professional Service Firm50. In 2003 Tom and publisher Dorling Kindersley released Re-imagine! Business Excellence in a Disruptive Age; the revolutionary book, an immediate No.1 international best seller, aims to do no less than reinvent the business book through vibrant, energetic presentation of critical ideas. |
Recent Article:
100 Ways to Succeed #84
- For more on Tom Peters visit www.tompeters.com
If The Envelope Doesn't Fit, Forget It!
(So Check on the Envelopes.)
My local Starbucks stayed open a few minutes late—and fetched something already put away—to fill my order.
When I handed my other local Starbucks my thermos yesterday morning, they filled it up without question, even though that's a non-standard order. (I think they under-charged me—a two ventis price for what doubtless was three ventis in quantity. Oh, and they thoroughly washed the thermos before filling it without request.)
My local Whole Foods opens at 8:00 a.m. Several of us were waiting. They opened at about 7:45. And those folks define helpful—I got a full-bore dissertation on various cuts of beef, among other things.
Stanford sent me a questionnaire in prep for my MBA reunion. (# ???) I took some pains to fill it out. When I got ready to mail it, I discovered that it didn't fit into the envelope they'd enclosed—I tore the questionnaire up and tossed it in the recycle bin. (Ever wonder what's wrong with MBA programs? Lack of attention to misfitting envelopes! Think I'm kidding?)
Do you bend over backwards to go "beyond the book" to help customers? Do you open earlier than advertised? Are your envelopes the right size?
The 25 companies that made BusinessWeek's first "Customer Service Champs" list are very, very, very, very, very serious about the "little things."
And you?
Personally?
Your team?
Your company?
How do you know?
For sure?
What are you doing about it?
Today?
Now?
"Big aims" (I believe in them religiously!) are plain silliness without the "little" things executed to perfection—and constantly beyond the "best practices" you designed yourself.
"Little things"—I love the word "fanatic."
("Big" keys to "little" things: great hiring practices emphasizing "soft" factors, great and extensive and enjoyable training, fun, celebrations, routinely using words like "Wow," managers who are out and about, etc., etc.)
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