Results That Last

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

Introduction Evidence-based Leadership xi

Key Tactics

Chapter 1 Up or Out Deal with Low Performers and Move Your Organization to the Next Level 3

Defining High, Middle, and Low Performers

Dealing with High, Middle, and Low Performers

Chapter 2 Round for Outcomes 25

Five Critical Elements Employees Want

from Managers

Nine Steps for Starting Rounding

Chapter 3 Manage Up to Improve Performance 35

We/They Phenomenon

Art of Managing Up

Handling Handoffs

Create a Cultural Shift (Feedback Systems)

The Core

Chapter 4 Build the Foundation (Passion and Purpose) 55

Flywheel

Five Pillars

Connect the Dots

Chapter 5 Reduce Leadership Variance 75

Why Leaders Don’t Standardize Behaviors

Why Organizations Don’t Achieve Lasting Results

Five Ways to Reduce Leadership Variance

Chapter 6 Measurement 101 89

What Gets Measured Gets Improved

Focus on Moving 4s to 5s

Transparency—Helping People Understand

the Metrics

Demonstrating Return on Investment

Chapter 7 Align Behaviors with Goals and Values 105

Holding Leaders Accountable

Leader Evaluation Tool

How to Roll Out the Leader Evaluation Tool

Chapter 8 Create and Develop Leaders 123

Principles for Developing Leaders

Phases of Change

Leadership Development Institutes

Employee Tactics

Chapter 9 Satisfied Employees Mean a Healthy Bottom Line 143

Three Building Blocks of Employee Satisfaction

Chapter 10 Know Your Employees’ What 161

Pursuing the Whats

Chapter 11 Improve Employee Selection and Retention 171

Peer Interviewing

Thirty- and Ninety-Day New-Employee Meetings

Chapter 12 Build Individual Accountability 187

Renters versus Owners

Strategies to Transform Renters into Owners

Chapter 13 Harvest Intellectual Capital 199

Hardwiring Harvesting

Chapter 14 Recognize and Reward Success 211

Small Prizes Have a Big Impact

Reward and Recognition Change as You Mature

Power of Reward and Recognition

Hardwiring Thank-You Notes

How to Implement Reward and Recognition

Chapter 15 Find and Recognize Difference Makers 225

Power of Hero Recognition

How to Find Heroes

Customer Tactics

Chapter 16 Build a Culture around Service 235

Standards of Behavior

Impact of Key Words

Chapter 17 Implement Pre- and Post-Customer- Visit Calls 251

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

Chapter 18 Round on Your Customers: Determine Your Customers’ What and Give It to Them! 267

Importance of Asking Customers Their Whats

Rounding on Customers

Three Faces of Rounding

Random Rounding

Relationship Rounding

Deep-Impact Rounding

Chapter 19 Key Words at Key Times 281

What Are Key Words?

How to Develop Key Words

AIDET

When to Use Key Words for Greatest Impact

Service Recovery

About Studer Group 295

Other Leadership Books By Quint Studer and Studer Group 297

Index 299

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 and www.quintsbooks.com.

RESULTS THAT LAST

Business results that truly last don't come from products and services or particular employees and leaders, no matter how good they are. Products change and evolve; people come and go. What really leads to sustainable business results over time is quality leadership—not leaders, but leadership. Consistently excellent leadership is the key to long-term success and profitability. But how do you develop it?

In Results That Last, "Master of Business" Quint Studer shows you how to build an organizational culture that develops great leaders today and instills the mechanisms and the mindset that will continue to foster great leadership tomorrow. Studer presents the most effective leadership practices and shows you how to apply them across every group, department, or division, resulting in improved leadership and performance on the individual, group, and organizational levels.

The practical and proven tools and techniques Studer reveals are designed to align your goals, behaviors, and processes in a way that virtually guarantees leadership excellence, vastly improved customer relations, and organizational outcomes. The Results That Last methodology provides real, workable solutions that help you:

• Standardize the behavior and responses of leaders to ensure a consistent experience for employees and customers
• Align processes to lessen confusion and increase effectiveness
• Bring leaders in line with organizational goals and values
• Adopt and master key tactics like Rounding for Outcomes and Managing Up
• Determine what employees need and want from leadership and how to deliver it, creating better morale and increased personal accountability
• Employ an objective evaluation system that keeps leaders on track to reach organizational goals and achieve personal excellence

Results That Last helps you develop standardized leadership practices that will survive in your organization much longer than any individual leader or team. The result is better strategy, better employee and customer relations, and bigger long-term profits. With the right practices in place, your organization's success won't depend on individuals. Instead, excellence will be hardwired into your culture—giving you a sustainable, tangible advantage over the competition.