Nevada Chamber of Commerce Keynote - Sunny Grosso - Delivering Happiness

Employer Healthcare Forum!October 2014!

!!

Sunny Grosso!Coaching and Culture Chief!

TAKE A MOMENT TO THINK…

WHAT ARE YOUR GOALS

IN LIFE ?

TAKE A MOMENT TO THINK…

HAPPINESS

WHEN I GET ________ I WILL BE HAPPY!

OUR BRAINS ARE HARDWIRED TO SEEK HAPPINESS. YET WE’RE SUPERBAD AT PREDICTING WHAT CAN SUSTAIN IT.

LOTTERY WINNERS TERMINALLY INJURED

HAPPINESS HASN’T CHANGED IN 50 YEARS

TEST ME! IF MONEY BUYS HAPPINESS… It SHOULD INCREASE WITH INCOME

HAPPINESS IS DYNAMIC.

HAPPINESS IS DYNAMIC.

1/3 OF OUR LIVES 90,000 HOURS

87% WORLD WORKFORCE

* Gallup State of the Global Workplace 2013

24% ACTIVELY

Gallop 20XX

Gallup 2012

$500B IN

LOSSES :(

HOW DOES THAT WORK META ANALYSIS I 263 STUDIES I 192 COMPANIES I 49 INDUSTRIES I 34 COUNTRIES

K

PI’S

AC

RO

SS T

OP

AN

D B

OTT

OM

CO

MPA

NIE

S

*GALLUP

Gallop 20XX

Gallup 2012

100 PERSON CO

$225K YR

WHAT’S IT COSTING YOU?

20-50% of your employees will leave this year

It costs 50-150%

of their salary to replace them

Imagine he was only going to close the door to new applicants?

THE SYMPTOMS ARE SHOWING

THE SYMPTOMS ARE SHOWING 60% more quality defects (Gallup)

49% more safety incidents (Gallup)

IMAGINE

16% beCer performance (HBR)

19% higher accuracy on tasks (Shawn Achor)

32% more commitment to the org (HBR 2012)

50% increase in produc>vity (Gallup)

33% higher profitability (Gallup)

37% higher sales (Shawn Achor)

44% higher reten>on (Gallup 2007)

46% more sa>sfied with their jobs (HBR)

66% less sick leave (Forbes, Jessica Pryce)

56% higher customer loyalty (HBR)

300% more innova>on (HBR)

IMAGINE PASSIONATE EMPLOYEES 76% WILL CHANGE

WITH INTERVENTION

STORY OF

THE SOLUTION

HOW TO APPLY IT

WHAT WE LEARNED SCIENCE & SECRETS

WHAT WE SAW WHAT WE DID ABOUT IT

TIPS, STEPS AND WARNINGS!

WHO’S SUNNY FROM DELIVERING HAPPINESS?

HOW DID I GET HERE ?

HOW DID I GET HERE ?

…

COACHING

& CULTURE CHIEF

24 MILLION CUSTOMERS

OH

@#$%

$265M

DOT COM

SF 1999 DOT-COM

35 EMP GROWING

“A WOMAN’S DREAM CLOSET”

…AND GROWING! ZAPPOS WAREHOUSE

“PEOPLE WILL FORGET WHAT YOU SAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM

FEEL.” — MAYA ANGELOU

FREE SHIPPING I 800# EVERY PAGE I 24HR CALL CENTER I 365 DAY RETURNS

CUSTOMER SERVICE NO.1 PRIORITY

75% REPEAT CUSTOMERS

HOW DO YOU SUSTAIN GREAT CUSTOMER SERVICE?

HAPPY CUSTOMERS

= HAPPY

EMPLOYEES

CULTURE SUSTAINS HAPPINESS

NO.1 PRIORITY

HOW IS CULTURE NO.1 PRIORITY? HIRE, MEASURE, FIRE

5 WEEKS OF TRAINING

$4000 TO QUIT. REALLY!

CULTURE BOOK

1.  Deliver WOW Through Service!2.  Embrace and Drive Change!

3.  Create Fun and a Little Weirdness!4.  Be Adventurous, Creative, and Open-Minded!

5.  Pursue Growth and Learning!6.  Build Open and Honest Relationships With Communication!

7.  Build a Positive Team and Family Spirit!8.  Do More with Less!

9.  Be Passionate and Determined!10.  Be Humble!

ZAPPOS 10 CORE VALUES

GUIDELINES I LIVED I CO-‐OWNED I MEASURED

CORE VALUES HELP DEFINE CULTURE

HAPPINESS AS A BUSINESS MODEL

HAPPY CUSTOMERS

= HAPPY

EMPLOYEES

= SUCCESSFUL COMPANY

& MEANINGFUL LIVES

& HAPPY

SHAREHOLDERS

NOV ‘09 AMAZON ACQUIRES ZAPPOS FOR $1.2B

$0 to $1 BILLION IN 8 YRS*

ZAPPOS GROWTH

$3B

FULL PRICE RETAILER I CULTURE #1 PRIORITY

!500,000+ COPIES SOLD! 20+ LANGUAGES!!!

!NO.1 BESTSELLER: !!NYTIMES!

!WSJ!!AMAZON!!BARNES & NOBLE!!BORDERS!

!!!!

!!

WHOA.!

2010

!2010 DELIVERING HAPPINESS BUS TOUR!

WE HEARD FROM AROUND THE WORLD NO MATTER WHAT !BACKGROUND!BELIEFS!CULTURE!!

HAPPINESS

GLOBAL MOVEMENT

100K PEOPLE 100 COUNTRIES

HOW? PCC.

Happier Companies

Happier People

Happier Communities

HAPPIER PEOPLE

HAPPIER COMPANIES

HAPPIER COMMUNITIES

COACHING CONSULTING

TOOLS & METRICS

COMPANIES CULTURE CHANGE HAPPINESS AS A BUSINESS MODEL

2010

Happier Companies

Happier People

Happier Communities

HAPPIER COMPANIES

Happier Companies

Happier People

Happier Communities

HAPPIER COMPANIES

ñ ñ 39% MONTHLY SALES 92% UNPLANNED ABSENCE

250 COMPANIES 30 COUNTRIES

THAT’S GREAT, BUT IT’LL NEVER WORK FOR MY COMPANY!

STORY OF

THE SOLUTION

HOW TO APPLY IT


WHAT WE SAW WHAT WE DID

TIPS, STEPS AND WARNINGS

THINK ABOUT YOU FOR A SECOND…

Happier Companies

Happier People

Happier Communities

SUCCESS HAPPINESS

HAPPINESS SUCCESS

1.  I WISH I HAD THE COURAGE TO LIVE A LIFE TRUE TO MYSELF, NOT THE LIFE OTHERS EXPECTED OF ME

2.  I WISH I HADN’T WORKED SO HARD

3.  I WISH I’D HAD THE COURAGE TO EXPRESS MY FEELINGS

4.  I WISH I HAD STAYED IN TOUCH WITH MY FRIENDS

5.  I WISH I HAD LET MYSELF BE HAPPIER

* Bronnie Ware, PalliaXve Care Nurse caring for paXents in last 12 weeks of life

* Bronnie Ware, PalliaXve Care Nurse for paXents in last 12 weeks of life

THE EXPERTS > FAST FORWARD TOP 5 REGRETS IN LIFE

WHAT WILL YOUR EULOGY BE?

FAST FORWARD



…BUT ONLY 10%

HAPPINESS IS PREDETERMINED

*Shawn Achor, The Happiness Advantage

BRAINS PROCESS 40M BITS PER SECOND BUT WE RECEIVE 11M BITS PER SECOND

*informaXon transmission rate of all 5 senses per second

IT’S ABOUT WHAT WE FOCUS ON FOCUS ON NEGATIVE, SEE NEGATIVE

UP TO 90% OF HAPPINESS IS HOW OUR BRAINS PROCESS THE WORLD

CHANGE YOUR MINDSET, CHANGE YOUR WORLD

OUR BRAINS CAN BE REWIRED FOR HAPPINESS.

WHY DO WE GET THIS WRONG?

PSYCHOLOGY

1998

A POSITIVE INTERACTION AT WORK HAS AN EFFECT 5X MORE PRODUCTIVE THAN A NEGATIVE ONE

15 YEARS OF RESERCH HUNDREDS OF STUDIES

HAPPINESS IS SERIOUS BUSINESS

3 TYPES OF HAPPINESS

POP QUIZ. CAN YOU TELL WHICH IS HAPPIER? PLEASURE, SUPERFICIAL FAVORABLE GENE EXPRESSION IMMUNE, ANTIVIRAL, INFLAMATORY

PURPOSE, MEANINGFUL ADVERSE GENE EXPRESSION INFLAMATION, ANTIBODY, ANTIVIRAL

1 “GET THE

CULTURE RIGHT THEN EVERYTHING

ELSE WILL FALL INTO

PLACE”

1

ATMOSPHERE

HAPPY EMPLOYEES

HAPPY CUSTOMERS

= =

SUCCESSFUL

COMPANY

THE FORMULA IS NOT HARD

CULTURE IS THE SECRET SAUCE

GUIDELINES I LIVED I CO-‐OWNED I MEASURED

SUSTAINABLE

IT SOUNDS… SOFT

MASLOWS HIERARCHY OF HUMAN NEEDS

E

ffect

s of

hap

pine

ss o

n bu

sine

ss

WHY FOCUS ON THE SOFT STUFF

*mean difference between happiest vs least happy workplaces

WHY FOCUS ON THE SOFT STUFF

FOCUS ON THE SOFT STUFF

STORY OF

THE SOLUTION

HOW TO APPLY IT


WHAT WE SAW WHAT WE DID ABOUT IT

TIPS, STEPS AND WARNING!

CULTURE IS NOT ABOUT WHAT YOUR VALUES ARE IT’S ALL ABOUT ALIGNMENT

GROWTH

… COMPLEXITY

FREEDOM & AUTONOMY

% HIGH PERFORMING EMPLOYEES

CULTURE IS ABOUT SUSTAINABLY SCALING

GROWTH

… COMPLEXITY

FREEDOM & AU

TONOMY

% HIGH PER

FORMING EM

PLOYEES & H

APPINESS!

CULTURE IS ABOUT SUSTAINABLY SCALING

CULTURE & STRATEGY HIGHEST LOYALTY IN THE INDUSTRY

LOYAL I CANT COPY I RESILIANCE IN HARD TIMES I ‘91 GAS CRISIS

HOW STRONG IS YOUR CULTURE, WOULD PEOPLE STICK WITH YOU IN A CRISIS?

BE INTENTIONAL!

WE ARE ALWAYS EITHER AFFECTING

OR INFECTING OTHERS

CULTURE IS CONTAGIOUS

LET’S TRY!

CULTURE TIP-‐ IT’S ORGANIC BOTTOM UP TOP DOWN FIND YOUR CULTURE CHAMPS

STORIES SHOW YOUR REAL CULTURE!

WHAT ARE YOUR CULTURE STORIES?

CULTURE TIP

INTEGRITY

COMMUNICATION

RESPECT

EXCELLENCE

CULTURE CAUTION

ENCOURAGE DEPTH & NUMBER OF CONNECTIONS

1 MAIN ENTRANCE…

CONNECTEDNESS TIP

CONNECTEDNESS TIP

COLABORATIVE ENVIRONMENT

APPLY THE SCIENCE 4min “lunch Line”

PERSONAL EMOTIONAL CONNECTION

CELEBRATE

BIG TIP

CONNECTEDNESS IS PERSONAL

LET’S TRY!

“Happiness does not come so much from within than it does from between”

Tony Hsieh

CONNECTEDNESS

SENSE of PROGRESS TIP HELP EMPLOYEES FEEL PROGRESS BY SETTING, MEASURING & CELEBRATING GOALS CREATIVELY

PROMOTION

18 Months

PROMOTION

PROMOTION

6 Months

6 Months

6 Months

SENSE of CONTROL TIP START SMALL! THE STRONGER THE CULTURE, MORE THE AUTONOMY.

SENSE of CONTROL TIP START SMALL! THE STRONGER THE CULTURE, MORE THE AUTONOMY.

VISION

CLARITY OF ROLE PART OF SOMETHING BIGGER

PURPOSE IS ESSENTIAL

IF YOU WANT TO BUILD A SHIP,

DON’T DIVIDE THE WORK AND GIVE ORDERS. INSTEAD TEACH THEM TO YEARN FOR THE VAST AND ENDLESS SEA.

PURPOSE IS ESSENTIAL

~SAINT EXUPERY

PURPOSE TIP CONNECT CUSTOMERS TO HIGHER PURPOSE

TOYOTA TRADER JOE’S NEW BALANCE STARBUCKS AMAZON BMW CATEPILLAR EBAY IDEO IKEA ZAPPOS

JET BLUE JOHNSON & JOHNSON HONDA LL BEAN METHOD REI SOUTHWEST

PURPOSE DRIVEN CO’S

COMPANIES WITH A HIGHER PURPOSE OUTPERFORMED S&P BY 400%

!

PURPOSE = PROFITS

IS HAPPINESS AT WORK NICE TO HAVE

OR NEED TO HAVE?

MASS PRODUCTION MODEL OF 1950’s SQUEEZE THEM FOR EVERY DROP

YOU’RE LUCKY TO HAVE A JOB

NICE OR NEED TOP DOWN IS DYING

WORK LIFE INTEGRATION

QUALITY OF LIFE OVER MONEY

NICE OR NEED MILLENIALS RISING

PSST, YOUR CULTURE IS SHOWING

NICE OR NEED TRANSPARENCY IS A TSUNAMI

WHERE DO I BEGIN? 3 TOOLS & 3 STEPS

NIC MARKS, TED SPEAKER HOUSE OF PARLIAMENT 2012

FREE : ) TOOLS FOR YOU 1. HAPPINESS AT WORK SURVEY

DELIVERINGHAPPINESS.COM

TOOLS FOR YOU 2. CULTURE BOOK

FREE : )

DEFINE YOUR CULTURE


TOOLS FOR YOU 3. CULTURE DESIGN

CULTURE BY DESIGN OR CULTURE BY DEFAULT?

STEP 1. ASK

TIP. FOCUS ON MANAGERS

SAYING HELLO TO A NEW EMPLOYEE INCREASES PRODUCTIVITY 15% FOR 9 MONTHS

HOW DO YOUR EMPLOYEES FEEL? HOW DO YOUR CUSTOMERS FEEL?

STEP 2. INVESTIGATE

WHAT WOULD YOU DO EVERY DAY FOR THE NEXT 10 YEARS WITHOUT GETTING PAID?

TIP. EXPLORE PASSION

IT’S HARD. START EARLY. WHAT ARE YOUR PERSONAL COMPANY DO THEY ALIGN?

STEP 3. DEFINE YOUR VALUES

TIP. INCLUDE VALUES IN DAY-‐TO-‐DAY



ASK YOURSELF..

WHAT WILL YOUR EULOGY BE? HOW WILL YOU CHANGE

I WISH TO I LIVED?


THINK OF ONE THING YOU WILL DO REALLY! READY?

THEN … DO.

HOW CAN WE HELP?

CULTURE BOOK

COPY OF PRESENTATION [email protected]

JOIN THE MOVEMENT

DELIVERINGHAPPINESS.COM FACEBOOK.COM/DELIVERINGHAPPINESS

TWITTER | @DHMOVEMENT

at WORK

JOIN THE MOVEMENT! DELIVERINGHAPPINESS.COM

[email protected]

Nevada Chamber of Commerce Keynote - Sunny Grosso - Delivering Happiness

Leadership & Management

success happiness

happiness success

money buys happiness

happiness bus tour

happy employees

culture book

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